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MakeMyTrip/Goibibo denied any refund on a hotel booking cancelled a day before travel despite medical documents, leaving ₹0

MakeMyTripPC-2026-03320Airlines & TravelAnonymous ·
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When a genuine medical emergency becomes a battle with customer service… I had planned a much-awaited trip to Varanasi and had made my bookings well in advance, knowing that cruises and good hotels tend to get booked quickly. Unfortunately, just one day before my trip, I had to cancel everything due to medical reasons. What followed left me extremely disappointed — and my complaint is actually about that experience. Goibibo GoIbibo Care MakeMyTrip — Where is the customer consideration? My hotel bookings were made through Goibibo/MakeMyTrip. When I checked the Goibibo app, I actually found an option to cancel the booking on medical grounds and request a refund. I submitted the request and the required medical documents. I also personally spoke with the property manager, who was understanding and told me that he would try to process at least a partial refund, if not the full amount. That gave me hope that the situation would be handled reasonably. Unfortunately, despite all this, the refund request was ultimately denied at the platform level, leaving me with ₹0 refund. And honestly, this is where my frustration comes from. I completely understand that businesses need cancellation policies. But there should also be room for humanity and genuine exceptional circumstances. If a customer has a documented medical emergency, shouldn’t there be a mechanism to review the case individually rather than simply applying a blanket cancellation policy? A small piece of advice to fellow travellers: Please think twice before making advance, non-refundable bookings. We book in advance because we want certainty and better availability. But life doesn’t always go according to plan. A sudden medical emergency can happen to anyone. And when it does, finding out that there is zero flexibility despite providing genuine documentation is incredibly frustrating. I genuinely hope that companies and policymakers in India can look at creating stronger provisions for humanitarian consideration in genuine medical emergencies. Because at the end of the day, customer service should have some element of being human.

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  1. Case filed

    Filer · 3 Nov 2026, 7:24 pm

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