Hotel dishonoured booking,reimbursement took long. Review on Travelguru

I had booked six hotels in different parts of Gujarat during the Diwali holidays. The booking was done 3 months in advance(in Aug 2015). The booking process was painless, and the person on the phone gave me some good deals.

I will be honest in saying that most of the hotels turned out to be good. But when we arrived at our hotel in Diu, the hotel owner refused to honour our reservation, saying he does not do online reservations at all. So I talked to Travelguru's customer service. They in turn spoke to the owner. I don't know what was spoken, but the TG guy told me to cancel this reservation, and I could book any other hotel in Diu, and they would reimburse the difference. I asked him for a SMS confirming this, but he said that they have only email, and he would confirm by email. I did not have access to email at that moment, but I went along with him.(I later checked and found an email, which was vaguely worded.)

I booked in a much more expensive hotel. Now, after returning to Mumbai, I sent the scan of the hotel's receipt and my credit card charge slip by email. While the cancelled room's charge came back to my a/c quite quickly, the differential amount took a lot of time and hassle. This is not expected of an online company which is trying to build up trust among its customers.

First, there was a long silence from their end. After phoning their helpline on two-three occasions, I could not talk to the original guy who had promised me the reimbursement. Anyway, after another long silence, I got an email from them that they were reimbursing a much smaller figure. I replied immediately that this was wrong, and that I would splash it on social media(which I did not do). There was another very long silence, after which I got an email that they were now processing the right figure. Oh, great, I thought! But no, not so fast! Now another email saying that they were having trouble returning money to my credit card a/c, could I give bank a/c details. I sent that.

Now, finally, the amount has come to my bank a/c today(21/1/16). The Diu hotel booking was of 12/11/15. That is over two months, whereas their policy is money returned within five days.