Complaint Letter Cum Notice

Name: Pravin Pawar / Bhakti Pawar

Add: C-301, Manthandarshi Complex,
Datta Mandir Road,
Near Military camp,
Malad East Mumbai-400097,.
Maharashtra, India.

To,
Xplore Holidays
Attn: Swapnil Jadhav
Add: Shop No 8,
Plot No 15, Shree Dattaguru CHS Ltd,
Near Status Hotel,
Borivali West, Mumbai – 400092.
Maharashtra, India.

Subject: Seeking compensation of INR Rs.1,00,000/- for inferior services provided, Mental
agony and stress and fraudulent activities.

Dear Mr. Swapnil Jadhav / Xplore Holidays,

I wish to complain about “Golden Triangle (Delhi – Mthura – Vrindavan – Agra – Fatehpur Sikri
– Jaipur)” Holiday Package that I purchased for the period of 31st Oct, 2019 to 4th Nov, 2019.

I am complaining because from first day itself we have received inferior services and even
complaining you over the phone did not resolved the issue but it’s added to our discomfort and
mental agony and stressful environment.

We have tried contacting you (Swapnil Jadhav) to discuss about the issue on our return but we
have been given excuses to avoid it which is leading to this complaint cum notice.

I look forward to hearing from you as soon as possible to resolve this issue on mutual
understanding (out of court). If I do not hear from you within 15 days I will file complaints with
the appropriate consumer agencies and consider my legal alternatives.

I have given below summary of issues we have faces while on package tour and same has
been brought to your attention on the go but no improvement done from your side.
Inferior services:

1 Hotel was not good, as per package documents its mentioned 3 star hotel but hotel
was a local ones with poor hygiene.
2 Hotel Repose Villa Delhi which even doesn’t had its own restaurant; we had our food
on hotel terrace in unhygienic place/environment.
3 Agra’s Hotel East Gate was full of bug; one of members had allergies on her skin
due to that.
4 As per agreement, tolls, parking allowances, drive allowances has been included in
cost but still driver made us pay parking charges at airport also added his lunch
charges in our bills.
5 Driver was very arrogant and non-supporting, though he know we have elderly
people and children with us, he made us walk by parking his vehicle on distance
location though tourist vehicle were allowed to go to nearby tourist places causing
great discomfort.
6 On few places driver asked us to take private auto by giving as reason that his
vehicle is not allowed to go on that particular road/area, On checking with local police
managing traffic it was discovered all the vehicles including full size busses are also
allowed on that road/area. Driver has willfully disguised which ended up in extra
expense and discomfort to all of us.
7 It was agreed that vehicle will be with us throughout our journey but at Agra drivel left
us at hotel and went to his hometown (reason given that he did not had a bath from
last two days and he need that along with cloth change) due to which we have to
make arrangement for our travel by self to visit Taj Mahal.

Mental agony and stress

1 Throughout our journey we faced numerous issues due to badly planned trip and
inferior services by Xplore travels which lead to mental agony and stressful
environment for us.
2 Payments were not made in time to driver due to which driven has kept us on hold
and not ready to drive vehicle until payments is made to him. We were kept waiting
for more than an hour in vehicle until he received payments.
3 On 3rd Nov, 2019 driver told us that he is leaving the trip in between as no payments
has been received by him for the next day stay, same time we are also received call
from owner of hotel Konark who are also asking to come to hotel immediately to
make payments as he also did not received any payment for our stay in Hotel or else
he will not provide any services to us and not let is use hotel anymore. We tried
contacting Mr. Swapnil Jadhav for several hours but no help provided to us but later
he even did not received our calls which created tremendous pressure and added to
mental agony to us in unfamiliar place. Due to mounting pressure we have decided
to make payments from our pocket to retain services.
Fraudulent activities

1 As per the agreed deal between Mr. Swapnil Jadhav (representing Explore holidays)
and Bhakti Pawar, it was agreed on Rs. 6700 per person for 21 people, but while
making final payments rate has been change to Rs. 6800,
2 Hotel confirmation Vouchers that was provide to us mentioned that all payments has
been made to all Hotels and travel vehicle but when we reached hotel Konark they
confirmed that payments were not made to them and on same day Vehicle driver
also confirmed that he also not received payments for next day arrangement and
when we tried to reach out to Xplore Travels person (Swapnil Jadhav ) he was
seems to be drank and non-helpful, under extreme mental pressure and stressful
environment we made decision to make payment from our pocket which was then
reimbursed by Explore travels after numerous follow-ups and that to in bits and
pieces.
3 In Package documents hotels were mentioned to be a 3 star hotel, but none of the
hotel is having facilities or hygiene like 3 star hotel, they even don’t seems to be 3
star hotels.

Sincerely

Pravin Pawar / Bhakti Pawar