Never Book Hotel Through Goibibo. Review on Goibibo

Never Book Hotel Through Goibibo as they rely solely on hotel's response for refund in case you didn't receive any promised service or face any issue at the hotel.

I had booked Best Western Plus Levana(Lucknow) thru goibibo for 4 days(3rd Dec'15-6th Dec'15)

3rd Dec-Day 1: Reached to hotel(3 PM) & realized there is no water in washroom, Contacted frontdesk & they advised that water will come in 30 minutes.As water did not come till 5 PM, I contacted goibibo to report the issue(& thts where nightmare started), Nupur from goibibo promised me that resolution(I had requested refund & booking to another hotel) will be provided in 30 minutes as she has forwarded the issue to concerned team/person.no response till 7(& no water) I contacted goibibo again, again got the same answer about resolution in 30 mins with added information that water will not come for another 2-3 hours.as I had to leave for marriage, left the conversation there.

4th Dec-Day 2: Enough water in the morning so left happily & returned around 3:30 PM, no water again. Contacted goibibo again, again same answer that they are checking with concerned person which is Business Development manager(who was never available when I called) & there is issue with hotel's water supply which will be fixed in short period. On this call I had asked goibibo agent to check about refund amount I'll get if I check out from the hotel on that day, again promise of 30 minutes & no reply. Called goibibo again at 5:30 to get information that i'll be charged for 1 night if I checkout in the middle of my booking. So I cant use washroom for anything & still be charged for cancelling the booking(great).Meanwhile hotel's General Manager visited us & ensured that issue is resolved & water will be available in next 15-20 mins & it did come & stayed until we checked out. But the issue with goibibo is still going on as I write this review.

5th Dec-Day 3: Called Goibibo at 6 PM to check about partial refund, I was asked that when would you like the resolution, today or tomorrow morning(really?). When I said today, I was advised to call around 8 PM to get details of resolution. As I got busy didn't call.

6th Dec-Day 4: Called goibibo at 3:00 PM, I was told that hotel has agreed for partial refund but details cannot be provided as concerned person is not available as it's sunday. I was advised to call next day.

7th Dec-Day 5: Called goibibo around 11 AM, I was told that hotel has agreed refund 1 night charges however the agent was unaware about exact amount & how it'll be refunded(gocash or to my card) so was put on hold so he can connect with concerned person & reply.after 5 minutes hold I was advised concerned person is not available at this moment but i'll get the response by EOD today. No call till 6 PM, so called again, this time I was advised the resolution was delayed due to delayed response from hotel about partial refund(so I assume if hotel hadn't replied for 1 month, I wouldn't have got any resolution) & my refund will be Rs 5200 out of which Rs. 4000 will go to Promotional gocash(can be used only on goibibo with 6 months validity) & Rs. 1200 to my card. When asked to receive whole refund to my card, request was denied citing policy. So I asked the agent(Mayank) to drop me an email with all these details so I can firstly deny the settlement & proceed with other legal options. I was promised that I'll get the email by tomorrow(8th Dec) 10 AM.

8th Dec-Day6: it's almost 12:00 PM & still no email from goibibo. So writing this review.

In this entire ordeal, hotel was very cooperative & providing water in buckets but that didn't help the situation as hotel was full & they had limited buckets so had to wait 1 hour to get water bucket.

In this case goibibo knew about the issue & inconvenience I am facing from day 1 still they waited for hotel's reply to provide me partial refund.