I reserved 4 hotel rooms for 8 adults and 7 children, including extra beds, for a stay planned on December 25, confirmed a month in advance. Upon arrival at the hotel, we found there were no extra beds available. When I asked the staff, they revealed they had already requested the cancellation of our booking on the first day. They contacted the manager and informed him about our need for extra beds. He handed me the phone, and when I inquired about the extra bed, he directed me to customer support, indicating he was aware of the issue but did nothing to help. I reached out to customer support; they spoke with the hotel, then the agent abruptly disconnected, saying, "I'll check with my manager and get back to you in 10 minutes." That so-called "support" team finally called me the next evening, asking, "Have you managed your stay?" Such a lack of empathy, especially since I clearly stated we had 7 children with us. The staff showed no spine—the manager was so ineffective that even when the hotel requested to cancel, he took no action. They provided no solutions, merely suggesting, "Go argue with the hotel or manager or whatever you wish." I had a similar issue with another service once, but they promptly upgraded my accommodation and reimbursed my taxi fare for the move.
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Goibibo is the largest online hotels booking engine in India and also one of the leading air aggregator. Goibibo is also the number one ranked mobile app under the travel category. Goibibo's core value differentiator is delivery of the fastest and the most trusted user experiences, be it in terms of quickest search and booking, fastest payments, settlement and refund processes. Goibibo has grown its hotels booking volumes by 5x in 2015 over the previous year. 70% of hotel bookings take place on Goibibo's mobile app.
Goibibo is part of the ibibo Group that also owns India's No. 1 online Bus ticketing platform, redBus.in and recently launched car pooling App, "ibibo Ryde".See more