Ludhiana: The District Consumer Disputes Redressal Commission has penalised an online travel booking company and a hotel in Kufri (HP) for unfair trade practice after a hotel rooms booking did not include a swimming pool as shown on the online portal. The commission ordered the opposite parties to pay a compensation of ₹50,000 to the complainant, Supreet Singh of Threeke, Ludhiana, jointly and severally within 30 days. Failure to do so will entitle the complainant to 8% interest per annum from the date of the order until payment.As per the complaint, on 24 June 2022, the complainant booked three rooms with swimming pool facility for 28-30 June 2022, paying ₹30,306 for rooms and ₹20,000 for extra bedding. Upon arrival on 28 June, the family was shocked to find no swimming pool as shown in portal images. Hotel officials admitted there was no pool, offering only a jacuzzi, and directed him to the booking company. Due to peak season rush, the family could not move elsewhere. Calls to the company’s customer care yielded no satisfactory reply or alternative rooms. The complainant alleged mental agony and physical harassment due to the deficiency in service.The online travel company stated in its written statement that as a facilitator, its obligation is limited to providing confirmed bookings and it is not liable for hotel deficiencies. It further claimed the hotel uploaded the misleading pictures. Conversely, the hotel stated the booking was based on the company’s representations, which the hotel had not approved or confirmed.Commission’s ObservationsThe commission observed that the images on the online portal had a tendency to deceive gullible customers and unjustly enrich the parties without providing promised facilities. It noted that scrutiny of evidence establishes that the misleading advertisement was published with the collusion and concurrence of both parties. The conduct was held as an unfair trade practice under Section 2(47)(i), entitling the complainant to compensation.
