Hill Dekho replied05 Jan, 2026
Dear Kenilgada,
You finalized the tour package 45 days prior to the travel date. Before confirmation, multiple customizations were requested, including hotel changes and itinerary modificatio (Read More)ns. We coordinated extensively, verified B2B hotel rates directly with hotels, and finalized the package only after detailed discussions and mutual agreement.
Even after confirmation, Mr kenilgada repeatedly requested changes to the itinerary and hotels. All booked properties were premium-category 3-star and 4-star hotels, and despite the cancellation policies, we continued to amend bookings without charging any extra fees, purely to accommodate the guest’s requests.
One day before the trip, an IndiGo flight-related issue arose. The guest alternated between requests to continue the trip or cancel it, seeking our help. Despite this last-minute uncertainty, our team rearranged the itinerary, amended hotel bookings, and processed cancellations from our end without charging the guest, bearing the losses ourselves.
On the arrival day, the cab reached the airport for pickup, but the guest informed us at the last moment that they would arrive the next day, resulting in a full-day cab loss, for which we did not charge the guest anything.
Even during the trip, multiple hotel and itinerary changes were requested again. We continued coordinating with hotels and managing cancellations from our side. Some concerns raised—such as lack of water at waterfalls, water levels in Dawki River, or non-availability of smoking rooms—were beyond our control. Natural conditions and hotel policies cannot be altered by any travel agency.
In the last three days of the trip, the guest clearly stated that they did not want the cab or hotels anymore, requested trip cancellation, and demanded a refund. This was not feasible, as hotels had already been fully paid and cancellation policies were applicable. Additionally, there was a total loss of four cab days (one at the start and three at the end).
We have written proof and screenshots where the guest explicitly requested trip cancellation.
Hill Dekho always strives to support guests to the best of our ability. However, continuous last-minute changes, cancellations, and demands beyond contractual terms and practical limitations cannot be accommodated indefinitely. Despite this, we acted in good faith throughout and absorbed significant losses to assist the guest.