July 15, 2011
IMAZINE HOLIDAYS REPLY ON GUEST COMPLAIN
Dear Sir/ Mam
In against of your complain for Manali-Shimla Tour with Imazine Holidays we would like to clear some points
1) Firstly your Total package Cost Was Rs. 14393/- including all taxes, (Peak Season Package ) Itâs not 16, 000/- as you mention. And In terms of Service we tried our best to satisfied you till drop you to Chandigarh by Private car. And that Extra drooping charge from Shimla to Chandigar by car we did not charge from you. Because It was our last try to make you satisfied.
2) We never said No. to book your Chandigarh âManali ticket. We Just informed you that Delhi-Shimla Volvos are running via Chandigarh Bypass. But as you want the bus from Chandigarh Bus stand. Our Conversation was lIKEâ Due to some reason as of know we are not able to do your Volvo ticket online, you give Chandigarh address, if you have any? Our Executive will drop the ticket in particular address. You have given below..
Name: Mrs. Vinod Kapoor
Address: 1525, Ground Floor,
Sector 18-D,
Chandigarh
And we informed our Executive in Chandigarh to Handover your ticket in your given address. But when you informed us that you have done your Volvo ticket yourself through online. So we stopped our Executive to do the ticket.
You have written: even forwarded her the website link. Her response: "Sorry, I don't know how to do this.
But, There was never such communication as per my Knowledge.
Because, in case I donât know how to do online ticket. We have a well Experience Operation group, and I can ask them for help, no need to ask direct client for this kind of things.
3) Your All sight seeing and Pick up drop details was already with Mr. Manoj ( M.D Flamingo), And all sight seeing has been done accordingly, But as you mention that you was waiting half an hour in bus stand for pick up. We are Very sorry for it.
4) During our conversation I informed you that if Rooms will be available you can check in on arrival time, but in case rooms will not be available you have to wait till 12:00 noon
Here I would like to clear that You Have booked The budget package, and Flamingo is a good budget hotel. When I got Call from your hand at that day Morning. Immediately I asked Mr. Manoj (M.D) to somehow arrange a room for you. Mr. Manoj Said that I am trying to arrange, I will not make them to wait till 12:00 noon.
5) Here I want to clear that there was never third person. Mr. Manoj as you are thinking that he is the Third person, He is itself the owner (M.D) of that Hotel. And all the responsibilities of your sight seeing and transfers was taken by him. I have never given you any Third person no.
Before Starting your Journey we have given you Mr. Manoj (M.D Flamingo Resort) Mobile no, and told you that He will taking care of your local sight seeing and transfers.
When I got your call, that Manager told you that there is no sight seeing, I immediately called to Mr. Manoj (M.D) He said everything has arranged, And detail itinerary is already with him.
And when advanced has paid for all these arrangement there is no mean to say. No.
6) Mam/Sir, I am repeating again that Flamingo is a Budget Hotel and you was also looking for a budget property but about Flamingo we never got such bed feed back about there Room and service.
Might be as per the budget your Expectation was high.
7) Here I would like repeat the same point that the package cost was not Rs.16000/- it Was Rs. 14 393/- inclusive of all taxes. (Peak Season Package) You deposit us Advance Rs. 9000/-. Remaining Rs. 5393/- You was to deposit directly to the hotel.
We never mean that clean sheets and working toilets were part of five-star comfort. But we request guest always, if you find any complain regarding their service. Just inform the hotel reception or responsible person of the hotel to short out it.
8) Including sight seeing in the itinerary was as belowâ¦â¦
Day 01; 13 Jun 2011: Morning arrival Manali. Afternoon Visit Gulaba, Marhi, Rothang Pass. Back to Hotel.
Day 02: 14 Jun 2011: Morning breakfast, visit Kullu, Manikaran, Evening back to hotel.
As per my knowledge you have visited all the places.
9) As per Hotel statement You have stay both the night that is 13th and 14th Jun 2011 only in Flamingo Resort only.
10) Mam/Sir, It was your word that you want to pay remaining payment direct to hotel. So we have done your booking accordingly. We booked your local sight seeing car in shimla Manali from and Mr. Manoj( M.D Flamingo Resort) helped to do Manali- Shimla Local bus ticket .So Mr. Manoj has asked remaining payment at the time of check out the hotel .
Your balance payment was Rs. 5393/- But, You Given Rs. 4900/- in Manali Flamingo
Remaining Rs. 493/- you told that you will give in Shimla Hotel. And You Deposit 350/- only in Shimla Hotel at the time of check out.
11) When we confirmed your booking at that time only we given you tour plan to Mr.Manoj, He has confirmed Hotels, Bus ticket and car for sight seeing, and before your journey we have given you Mr. Manoj mobile no. for your co-ordination, We said you that he will taking care of your tour in local. And Mr Manoj is clear that he told you clearly about the hotel you are going to check in Shimla. We are very sorry for you have faced this much of confusion.
12) Mr. Manoj got late to send the driver to pick up you from Shimla bus stand to hotel. We are very sorry for it, And you have Reduced the payment from balance amount for it. ( Paid Rs.350/- Instant of 493/-) We agree for it. But when Mr. Manoj not able to provide you Volvo ticket, He himself offer you the private car for Shimla- Chandigarh Dropping without any kind of extra charge. There was no any arguments situation (We have a clear conversation with Shimla hotel Manager). We never try to convince you from A.C Volvo to No. A.C Bus, neither we ignore you. At least we arrange private car in the place of Bus Ticket Shimla-Chandigarh. Shimla hotel was not paying for Private car. All that was Mr. Manoj arrangement (M.D Flamingo). Every moments we tried. But all time we fail to satisfied you, Because Somewhere your expectation and your budget did not match.
We are not denied your complain. Guest always right, but you can check our company feedback on net we are sure you will find that guest who are satisfied with high percentage.
We always trying with full efforts to satisfied our clients according the budget.
Please accept our sincerest apology for any trouble that you faced in the Tour.