Re: Makemytrip reliable for travel? I recently had a very unsatisfactory experience with make my trip (MMT).
I had booked 3 rooms in Trident Udaipur for 3 days through MMT, atleast a month before the date of travel. This booking was part of a week long family vacation which also included stay in Jaipur, both while coming from and going to Udaipur. I had also booked the stay in Jaipur on both occasions through MMT. In totality, my booking transactions were worth Rs70k.
Since I am a freelancer, I never know when I land up with work. On August 9th, I received some work which stretched for a month and overlapped with the first two days of my planned vacation. I decided to take up the project and called MMT to postpone my booking in Udaipur by a week. Luckily, at that time I had not decided on what route I would take to Udaipur, so booking for Jaipur were not done. MMT officers were unable to act on my request and instead put me on the direct line with Trident booking officer. After some back and forth, Trident team agreed to forward the booking dates by a week without charging any fees. I was also told that I need to initiate a new request with MMT to complete the formalities. I received this decision of Trident towards the end of day, and thought to contact MMT the next day.
The next day started with an email that I received, which stated that the prospective project has been cancelled. Meanwhile, I also got a call from MMT updating me about the hotel's decision to change my booking dates. Without much ado I called MMT and asked them to not to go ahead with the change in my hotel booking dates. The officer at the other end, patiently listened to me and assured me that no changes would be done. I was still a little apprehensive since this conversation was happening three way, and called up MMT again to confirm my status. They reiterated, that they would not proceed ahead with the date change.
Subsequently I made more calls to MMT on the 13th, 15th, 17th and 22nd to confirm the status of my booking in Trident, Udaipur. Two of these calls I made, were just to reconfirm that everything was ok and that no dates have been altered. The other two calls were made for hotel reservations in Jaipur. All along, I also continued to get SMS and email confirmations regarding my booking in Trident, Udaipur.
On the morning of 24th, when I began my journey from Jalandhar, I received two separate & unrelated SMS confirmations of my booking in Jaipur that very day and my subsequent hotel stay in Udaipur starting from 26th. Me & my family were enjoying our day in Jaipur, when on the 25th, around 11.30 am in the morning I got a call from MMT saying that my booking in Trident Udaipur is confirmed from September 6th. At first, I thought this was nothing serious and just some confusion at MMT end. But I soon analyzed the situation and was sure that my worst fears have come true and MMT have botched my booking dates.
What followed was, frantic calls to MMT to make them aware of the problem and devise a solution. I risked the 50k booking amount as well as a ruined holiday. On their part each MMT officer would greet me, hear me out, and then would request me to be on hold as they fetch the case details. I would be on hold for at least 10 minutes waiting for the the officer to come back on line and explain their side of the story. The officers would then put me on hold for another 10 minutes, as they would try to speak to the hotel team in the background. The call would finally end with the MMT officer expressing regret that Trident cannot accommodate us on the planned dates as they are fully booked, and that they realize their folly and would do something so that I can continue with my onward journey. I was also assured of a call back in the next 20 minutes. I made about 6-8 such calls to MMT that day, and this pattern was repeated each time.
I made the last call at 11 pm in the night and some harsh words ensured a call back for the first time & the agent on the phone assured me of a booking in a similar or a higher category hotel before 8am next day. In between he also talked of a full refund if I chose to cancel. Next morning we had planned to leave for Udaipur by 10am. I started expecting a call from MMT as early as 7.30 am. Soon it was 8 and by 8.30 am I had lost my patience. I called MMT, with almost the sole aim to pass a murder threat to its CEO. Anyways, better sense prevailed and I was greeted by a woman, who seemingly had just got up from bed. She started to follow the routine mentioned above. And instead of asking me to be on hold for 3 minutes, asked me to be on hold for 3 hrs.
I disengaged & called up MMT again and gave an earful to the guy who choose to attend to me. Embarrassed & ruffled, he hooked me to a senior guy, who further put me on line to a level more senior. This senior guy put me on hold for a few minutes and returned to offer me an alternate reservation in Hotel Lalit, Udaipur for Rs 3k extra. While babbling out the details, he mentioned it differed from Trident in one way that it didn't have a swimming pool. I had, had enough & plainly asked him to cancel my bookings and refund the full amount. This was like music to his ears and he jumped at the opportunity. Such was the joy of the MMT team that within 5 minutes of having ended the conversation, I got a call back confirming my cancellation and full refund. And moments later I was bombarded by similar confirmatory SMS & email.
One of the few benefits of a carefree nature in modern times is that you have the potential to remain unaffected from what happens around you. So all this while I continued to enjoy my time with family in Jaipur and persevered with those calls made to MMT. My family were blissfully unaware of the happenings. After that last call to MMT @ 11 pm in the night on 25th, I had almost made my mind to cancel the bookings with MMT and do something on my own.
So I confided with my wife and at 11.30 pm I rang up Leela reservations. Luckily they had an offer going on which gave one room on a complementary basis for every 2 rooms booked and they combined it with a third night complementary if I booked for 2 nights. With this, they matched the Trident offer but charged 30K extra. I pondered over it for a few minutes and decided to go ahead with the booking with Leela. I requested the good lady over the phone to please hold on to my booking till 9am next morning. She was hesitant at first, but obliged later.
This vacation was special to me because of my mother who was traveling with us. That was the reason that I choose to stay in a five star resort (Trident). God only helped me by pushing me to stay in an even grander locale -the Leela, Udaipur. It was among the best three days we spent together in a long long time. We were pampered like nobody's business. Now that I look back those, those extra 30k spent feel like peanuts in front of the time we experienced!
But yes, no thanks to MMT and I have already leaped onto Agoda.com!
Last edited by rrsteer : 6th September 2013 at 17:24.
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