In Review Ref: CK-2026-D75567

🏢 YATRA 📁 Travel (Airlines / Hotels / Trains) 📦 HOLIDAY IN GOA

I am writing to formally escalate a serious service failure related to my booking ID *********7512, in the name of Chandana Harish, for St. Regis Resort & Spa, Goa, from 09‑08‑2026 to 10‑08‑2026. 1. Issue Summary The booking voucher clearly mentioned Food & Beverage Credit as part of the inclusions. Upon check‑in at 3:00 PM on 09‑08‑2026, the resort informed me that they could not confirm the credit and advised me to check with Yatra. 2. Timeline of Events 09‑08‑2026, 7:30 PM: I contacted Yatra Customer Care to confirm the F&B credit. I was assured a response within 2 hours. No response received. 10‑08‑2026, 10:00 AM: I called again. I was again told to wait 2 hours. No response received. 10‑08‑2026, around 12:00 PM: I called again and was told to wait another 2 hours. I highlighted that my checkout was at 12 PM and requested urgency. The resort extended my checkout by 1 hour as a courtesy. 10‑08‑2026, 3:00 PM: I finally received a call only to be told that more time was required. At this point, my stay had already ended, and the inclusion I was entitled to was unusable due to Yatra’s delay. 3. Post‑Checkout Follow‑Up After checkout, I informed Yatra that due to their repeated delays and false commitments, I was unable to use the inclusion during my stay. I requested a full refund of the booking amount. Since then, I have been made to call multiple times and repeatedly told to wait for 30 minutes, 2 hours, 24 hours, and 24–48 hours, with no resolution. Finally, on 12‑08‑2026, I was informed that Yatra would not issue a refund and would only reimburse ₹974, which was spent at the resort — completely ignoring the core issue of service failure and the unusable inclusion. 4. Evidence Available I have: Email trails Call recordings Booking voucher mentioning the inclusion All of which clearly show the repeated delays and false commitments. 5. My Request Given the clear service lapse, misinformation, and failure to provide resolution within the stay period — despite multiple follow‑ups — I request: A full refund of the booking amount OR Compensation equivalent to the booking value, for the following reasons: The inclusion was unusable due to Yatra’s delay. Multiple false commitments were made. I spent my entire stay trying to get a basic confirmation that should have been provided instantly. The issue was not resolved even after checkout. The final offer of ₹974 does not address the actual loss or the service failure. 6. Expectation I request this matter be escalated to the highest level of grievance redressal within Yatra. Please provide a clear resolution within 48 hours, failing which I will be compelled to escalate this matter to: Consumer Court (District Consumer Disputes Redressal Commission) I hope Yatra will resolve this professionally and compensate me appropriately for the inconvenience, false commitments, and service failure. Regards, Chandana Harish Booking ID: *********7512 Contact: 99******77 or 95******82

Prior Contact with Brand: Yes - response was unsatisfactory