I am writing to raise a complaint regarding the very poor experience I had with your travel package covering Munnar, Thekkady, Alleppey, and Thiruvananthapuram.
At the time of booking, the itinerary shared with me did not clearly mention additional or extra costs. However, after reaching the destinations, I was repeatedly asked to pay extra charges for several activities and services which were not informed earlier. This was highly misleading and caused unnecessary inconvenience during the trip.
The houseboat arranged for us in Alleppey was in extremely poor condition. The food quality was very bad, and even the water provided was salty and not suitable for use. When I requested normal water at least for face washing, it was not provided. I immediately raised a complaint with your team member Vandana, but no proper response or resolution was given. She also stopped answering my calls afterward.
The next day, when I contacted your team again, Mr. Shourab answered the call and spoke very rudely, stating that this is how it would be and that I could do whatever I wanted. Such behavior towards customers is completely unacceptable.
Additionally, the driver forced us to start our journey at 2 PM despite our request to leave at 5 PM. He even threatened that if we started later, he might stop the vehicle midway at night to sleep if he felt tired. This created serious safety concerns. Even after informing Vandana and Shourab about this issue, no proper action was taken. Only after several hours of discussion did they agree to our requested timing.
In Munnar, many important tourist attractions were not suggested or included in the visit plan. Instead, we were taken only to roadside or low-value locations. Several places shown, such as waterfalls, had no water at all. As a travel agency, it was your responsibility to properly guide customers and suggest suitable alternative places. We trusted your agency and booked the trip based on your recommendations, but unfortunately, our money and time were wasted.
Overall, the trip management, customer support, accommodation quality, and staff behavior were extremely disappointing.
I request you to investigate this matter seriously and provide an appropriate explanation and resolution for the inconvenience and poor services provided.
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