GoIbibo review: Check-In denied - refund not done

Date of incident: 10-06-2024

Time of incident: In between 7PM to 7:30PM

Booking ID - GH74088218427208

Rooms Booked - 3 AC Classic Rooms

Guests Number - 6 Elderly Guests (3 elderly couples)

Name of Hotel - Hotel Railview

Issue - Our elderly guests arrived at the hotel for check-in at the time mentioned and one of the elderly guests started conversation with the receptionist and for check-in. During discussion with receptionist our elderly guest requested for the rooms to be allotted at the 1st floor, the receptionist denied of having rooms at 1st floor and said the rooms are available at 3rd floor & 4th floor only. After that instead of making the guests understand about any availability issue the receptionist started arguing & misbehaving with the elderly guest. Then sometimes later the manager came & he also misbehaved with the elderly guests. Later the manager has denied check-in for the fully paid booked rooms and said, "do whatever you want & tell whatever you want to Goibibo, I will not allot any room to you". Later other elderly guests tried to communicate with the manager to resolve the issue and asked him to allot room, but he still denied saying "I will not allot any rooms to you". So the elderly guest had to leave the hotel and went searching for another hotel to stay.

When I who booked the room for these elderly couples came to know about all this, contacted the customer support immediately for refund, but the customer support said the hotelier is claiming that the guests have misbehaved so they denied check-in, and the hotelier will not refund the amount so Goibibo can't refund the amount, claiming that for this incident the hotelier has CCTV footage with video recordings. In response to the Goibibo's claim I asked them to show recording, but Goibibo couldn't produce any of the recordings and without verfying any of the claims the Goibibo remain silent and didn't refund the booking amount.