Worst holiday booking experience. Review on Makemytrip

Hi,

I spoke with a tour consultant, Harsh Prajwati for a luxury holiday booking to Delhi and Agra [3N/4D] on June 29th. I told him I can travel anytime in July except I need to be at home on Sunday. He came up with July 17th-20th as the dates of travel and send me a link with the itinerary. He suggested we visit Delhi on 17th and 18th and visit Agra on 19th, Friday. The link also had an option to make a partial payment for the holiday. After looking at the itinerary everything looked fine and immediately I made the partial payment for the package. After 10 mins, I got a call from MMT sales consultant, Harsh who sold me the package stating that Tajmahal is closed on Friday. He will change the itinerary to visit Agra on our first day(Wednesday) and 2nd and 3rd night we will stay in Delhi. He told me he will take care of the change and send me the details soon. I waited for 2 days, I didn't hear back from him. So I called the helpline and opened a complaint. He told me everything will be taken care and I don't have to worry.

Meanwhile, I got a message in my WhatsApp from a lady called Divya Mathur that she is my relation officer and any issues she will help me. I told her about the itinerary mess up and she asked me not to worry and she will take care. After 2 more days, I got an email with the new itinerary that I will visit Agra first and then Delhi.

I was happy that everything was taken care.

I made the last payment for the holiday. On July 9th I received the holiday booking card from Divya Mathur that had the flight tickets, hotel vouchers. In that, I found out that they didn't make any changes to my booking and We will visit Agra on a day when it will be closed.

I immediately messaged Divya Mathur. She replied it will be taken care and her team is working on it. I kept checking with her everyday and she replied it will be taken care.

On July 13th I found the other contact in my booking for relations officer. So I wrote an e-mail to that mail id stating the problem and about the poor response from sales consultant Harsh Prajapati and Divya Mattur-relation officer. I also requested a manager to call me and explain what's happening

I also called their helpline and opened one more complaint. After that, I got an email from Mr.Sagar that he is working on my problem and the salesperson Harsh will call me and brief me.

On 15th July around 4 o'clock, I got a call from Harsh that they couldn't get the confirmation of the hotel. We still have to go to Agra on Friday when it will be closed. We have to wake up early on Sat and Visit Tajmahal and then return to Delhi to catch our flight.

I don't understand how MMT is a customer-centric company whereas none of the folks who work there even care about the customers. They are very keen on getting the payment and they don't hesitate to make false promises. Also, they have lazy, irresponsible people who work for the company.