E-Paper
GOIBIBO penalised after Ludhiana man denied check-in by hotel in Solan
Advocate Amandeep Singh of Haibowal Khurd, Ludhiana, had submitted a complaint against GOIBIBO Group Private Ltd, Rajouri Garden, Delhi (referred to as opposite party 1 or OP1), GOIBIBO Group Private Ltd, Gurgaon (OP 2) and Hotel Radha, Radha Homestay, Solan, Himachal Pradesh, through its manager (OP3)
For failing to transfer the booking amount in the account of a hotel, thereby leaving no choice for the complainant but to return along with his pregnant wife, GOIBIBO Group Private Ltd has been directed by the District Consumer Disputes Redressal Commission to refund ₹811 room rent and to pay ₹6,000 compensation to Ludhiana-based complainant.
Advocate Amandeep Singh of Haibowal Khurd, Ludhiana, had submitted a complaint against GOIBIBO Group Private Ltd, Rajouri Garden, Delhi (referred to as opposite party 1 or OP1), GOIBIBO Group Private Ltd, Gurgaon (OP 2) and Hotel Radha, Radha Homestay, Solan, Himachal Pradesh, through its manager (OP3).
The complaint
On July 12, 2019, Amandeep had booked a room in the said hotel online through GOIBIBO Group Private Ltd for July 13 and 14, 2019.
The booking was confirmed by the travelling company (OP 1 and OP 2). The room chosen was Class (2X) category with breakfast for two adults.
The complainant had paid a booking amount of ₹811 online. Believing that he had a confirmed booking, he along with his pregnant wife left for Solan.
On the way, the complainant called the hotel management to confirm the location of the hotel but to his shock the manager of the hotel conveyed that if the payment of the room had been made online, no room could be provided as the hotel had not received any payment from OP 1 and OP 2.
The hotel staff insisted that if the complainant wanted to stay in the hotel, he would have to pay cash.
As a result, the complainant called the customer care of OP 1 and OP 2 and registered a complaint upon which a message was received on the mobile of the complainant.
A representative of OP 1 and OP 2, namely Babita called the complainant at 07:54 pm and told him that he would be provided some alternate accommodation.
The complainant told her that he was accompanied by his pregnant wife and a lot of inconvenience had been caused to them as they were waiting for the room for the last two hours after reaching Solan, but the travel company failed to provide an alternate accommodation even till 09:13 pm.
As no alternative accommodation was provided to the complainant and the condition of his wife deteriorated, he decided to return to Ludhiana.
When he reached Chandigarh, the condition of his wife became worse and he had to stay at Akash- hotel for ₹1,000.
Submitting his complaint, Amandeep sought booking refund and compensation.
Resisting the complaint, the counsel for OP 1 and OP 2 admitted having booked a room with the said hotel on July 12, 2019.
The counsel for the travelling company further contended that if the check-in was not allowed by the hotel staff, OP 1 and OP 2 cannot be held responsible for the same nor any liability can be attributed to them on this ground.
Commission’s verdict
The commission observed that the deficiency of service, if any, was on the part of OP 1 and OP 2 as they did not transfer the booking amount to OP 3.
“The complainant in the absence of any alternative accommodation had to return to Chandigarh at odd hours of the night and in an emergency situation had to stay at a hotel in Chandigarh by spending ₹1,000. In these circumstances, it would be just and appropriate if OP 1 and OP 2 are made to pay ₹811 to the complainant, along with composite costs and compensation of ₹6,000,” the order read.
