Guest alleges he booked a Deluxe Spacious Room but was given a cramped, substantially different room; M***Trip later acknowledged the concern and offered a 50% refund
Vrindavan: Questions have been raised over the booking and guest-handling practices of Radhesh Haveli, Vrindavan, following a complaint from a guest who alleges that the room provided to him was substantially different from the room he had specifically booked through a major online travel platform.
The guest says he booked a “Deluxe Spacious Room” after relying on photographs and information displayed on the M***Trip listing. However, upon arrival, he alleges that he was provided with an extremely small and cramped room that bore little resemblance to the room shown in the booking.
Radhesh Haveli: Guest Alleges Room Was Completely Different
According to the guest, the room provided was so small that there was barely enough space to comfortably stand or move around.
Photographs supplied by the guest allegedly show a significant difference between the larger room displayed in the booking listing and the considerably smaller room actually provided.
The guest further alleges that the property appeared to be under construction, while the room itself was poorly maintained.
Among the issues he has documented are:
- Stains on the bed
- A bathroom door that allegedly would not close properly
- A damaged toilet/bathroom door or gate
- Extremely limited room space
- An apparently unfinished/under-construction property
- Concerns regarding overall maintenance
The guest maintains that the extra mattress was never the issue. According to him, the central issue was that he had specifically booked one room and was provided with a substantially different room without being informed beforehand.
Guest Says Radhesh Haveli Staff Initially Denied the Room Difference
The guest says he confronted the management on the same night after seeing the room.
According to his account, the difference was initially denied. He says that during a subsequent conversation on the property’s staircase, a staff member acknowledged that the room he had booked was unavailable and that the smaller room had been provided because no other room was available.
The guest says he then questioned why Radhesh Haveli accepted the booking in the first place if the booked room was unavailable.
He alleges that he did not receive a satisfactory answer.
The guest has stated that the conversation could potentially be verified through the property’s CCTV footage, particularly footage covering the staircase area during the relevant period.
Further Dispute During Checkout
The guest says the matter continued when he was collecting his luggage at checkout.
According to his account, another confrontation took place with members of the property’s management/family. He alleges that the owner disputed his version of events.
The guest says he again referred to the staff member who had dealt with him on the night of the incident and alleges that she confirmed that the originally booked room was unavailable.
He further alleges that the owner challenged him to “do whatever you can.”
These statements are allegations from the guest and should be independently verified through the relevant records and testimony.
M*Trip Acknowledges Guest’s Concern**
The guest subsequently escalated the matter with M***Trip.
In written communication shown by the guest, the platform stated:
“As we have validated your concern…”
M***Trip initially offered the guest a ₹500 goodwill refund.
After the guest rejected that proposal, the platform increased its offer to 50% of the booking amount.
The platform subsequently described the 50% refund as its final resolution.
Platform Says Strict Action Will Be Taken
During the correspondence, M***Trip also told the guest that it would “take strict action” and referred to action concerning the staff behaviour.
However, the guest has repeatedly asked the platform to clarify whether action is being taken specifically against Radhesh Haveli and its management, rather than merely counselling an individual employee.
The guest has also asked whether any consequences or restrictions will be placed on the property’s listing.
Guest Wants Accountability, Not Just Compensation
The guest says his complaint is not simply about obtaining a refund.
His primary concern is what he describes as misrepresentation of the accommodation—booking a particular Deluxe Spacious Room but allegedly receiving a substantially different room without being informed that the booked room was unavailable.
He has asked the platform to consider the photographs, original listing, booking information, property records and potentially relevant CCTV footage while investigating the matter.
What Should Be Verified?
Several aspects of the dispute can potentially be established through documentary evidence, including:
1. The exact room booked by the guest.
2. The photographs and description displayed on the listing at the time of booking.
3. The room actually provided to the guest.
4. Whether the booked room was available when the reservation was accepted.
5. Whether the guest was informed before check-in that the booked room was unavailable.
6. Relevant CCTV footage from the night of the complaint.
7. The communication between the guest and M***Trip.
The guest says he has already provided photographs and evidence to the platform and that M***Trip subsequently acknowledged that his concern had been validated.
Consumer Rights and Further Escalation
The guest has stated that if the matter is not appropriately addressed, he intends to pursue the matter through the appropriate consumer grievance and legal channels.
He has also said that he intends to document his experience through his news platform and other appropriate media channels.
The matter therefore now raises questions not only about the individual stay but also about how accommodation platforms and listed properties handle situations where the accommodation actually provided allegedly differs materially from what a consumer booked.
Radhesh Haveli’s Response
At the time of publication, the allegations described above are based on the guest’s account and the evidence/communications shared with us.
Radhesh Haveli should be given an opportunity to provide its response, clarification or supporting evidence regarding the room allocation, availability of the booked room and the events described by the guest.
Similarly, M***Trip’s written responses indicate that the platform has acknowledged the guest’s concern and offered compensation, but the platform’s precise findings and any action against the property remain matters for the company to clarify.
This report does not make a finding of fraud or criminal wrongdoing. It presents the guest’s allegations and the documented responses available to us and calls for the disputed facts to be independently verified.