Hi
I have booked a hotel on 11th December from Clear Trip in Pondicherry from 30th Dec 2011 to 1st Jan 2012 and the hotel name is Hotel Green Palace (3 star hotel) with room type as Green Club. I called Clear trip on 26th of Dec to get a mail for my booking and the mail confirms that my booking was confirmed.
However on 30th (my checking day) after reaching Pondicherry when i called the Hotel, they said there was no booking on my name. I called cleartrip customer support and they said my booking was not confirmed and they have made another booking in other hotel which is Hotel ALPS City (a part of a group hotel) and i received just a standard room.

The Green Club room which I booked has amenities like Bathtub, Daily Newspaper, Fireplace, Dining Table, Sofa Unit, Refrigerator, Mini bar, Iron, Living Room, Ironing Board, Electronic Safe, Tea/Coffee Maker etc which was not in the room what has been provided. Moreover the Hotel itself has a Restaurant, a GYM and a PUB but nothing was there in the Hotel provided to me.

I straight away rejected the offer for the hotel as it was not which i booked and the same was not communicated even once from anyone from clear trip. As you will be aware that there was a cyclone which hit Pondicherry the same day, me and my wife were standing outside the hotel where our bus dropped us, for 4-5 hrs and we were only talking to support team. The lead/head at that time was Mr Sunil Pai who promised to get back to us in half an hour time, never called back to us and whenever we tried to reach him, we always have to hear that he is busy in some meeting and will call back. But that guy never called us back and we waited for almost 5 hrs. This kind of behavior from customer support lead/head was not at all acceptable.

As we had no options left, we had to move to the Hotel Alps city. The support team said the hotel is equivalent to what we had booked but the room has no comparisons to what we have booked and not even the hotel. It doesn't even have a restaurant. We were in continuous talk with support team and they assured that our room will be upgraded but nothing was done till next day morning 12:30.

Again we had to struggle in the morning for breakfast and had to survive with cookies and coke and finally we have no options left but to come back to Bangalore.

I was on continuous call with Customer Support Team for my duration of the trip but they always put me on hold and never responded properly. We have almost spent Rs 800 - Rs 1000 on call which we make just too clear trip support.

First of all no one informed me by any means (mail, call, sms) about my booking. Even till 26th Dec my booking was confirmed (as per the mail i received from clear trip).

Secondly, No proper response from support team, especially from lead/head Mr Sunil Pai. We have left lot of messages, our calls were put on hold for 20 mins every time but he never called us back. This is simply neglecting the customer who has taken service from clear trip and it’s totally disrespectful. What kind of people does you guys hire is really questionable.

Thirdly Just because of this goof up, we have to windup our trip and had to return early because of which we didn't get any refund from our Bus Vendor and we had to pay Rs 7200 to other vendor for returning to Bangalore.

Fourthly and the most important thing is we went to Pondicherry to relax, enjoy our new year which was screwed because of the negligence of clear trip. Had the change has been informed prior, we would have changed the booking.

Our precious time for 2 days 30th and 31st had been wasted. Have never thought that our trip will be ruined like this and we are highly disgusted with the clear trip services. Our leisure trip to Pondicherry is turned into a mental harassment.

As per our telephonic discussion I have clearly said that I need a response from you by Monday morning (2nd Jan) but till now, there is no response.
We have just reminded them ample of times but there was no responce. Just by returning the hotel amount will not serve the purpose. We have suffered hell lot just because of Cleartrip and till now we are calling these guys but they tell everytime that managment is taking decision.

We want to register a case against Cleartrip in lue of the goofup they had done and with regards to 0 customer satisfaction and for the mental harassment which we have been through out the trip.

Thanking in Anticipation

Regards
Lalit Sethi
Cleartrip booking id 1112116419