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Goibibo customer alleges hotel denied check-in and platform refused refund after promising it

GoibiboPC-2026-02129Airlines & TravelAnonymous ·
Pathetic Experience with Goibibo and Hotel Imperial Stayz, Gurugram - Refund Denied After Hotel Denied Check-InnnI am sharing this to expose the harassment faced by a customer on Goibibo platform.nnI booked Hotel Imperial Stayz, Gurugram on Goibibo for 27th Sept to 28th Sept 2026. Payment was done successfully and booking was confirmed.nnOn the day of check-in, I received a call from the hotel receptionist saying: We dont have enough rooms, we cant give you check-in, you need to cancel the booking.nnI immediately contacted Goibibo Customer Support. They acknowledged that they received confirmation from the hotel and assured me on call that my refund will be processed within 5-7 days. I have the call recording and email confirmation for the same.nnNow the real harassment starts. After 5-7 days, Goibibo has taken a complete U-turn. Their team now says We dont know who mailed you from our registered domain, we dont have any hotel confirmation, so we cant proceed with refund.nnSo a customer pays online, is denied check-in by the hotel at the last moment, runs around for refund, and then is told the email from their own domain is not theirs?nnI have all proofs - Booking ID, payment proof, email from Goibibo domain, call recordings.nnThis is a clear case of deficiency of service and cheating the consumer.nnI am tagging the leadership team to look into this matter urgently and process my refund immediately.nnIf this is not resolved in 48 hours, I will be forced to file a complaint with the National Consumer Helpline and take legal recourse.

Reference details

Hotel
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Booking Dates
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Platform
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Issue
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  1. Case filed

    System · 15 Oct 2026, 7:56 am

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