The Noble Swan Hotel New World

Our group booked four rooms through Makemytrip: two Premium Deluxe Double rooms listed as 20 sq.mt with daily complimentary snacks, and two Family Triple rooms listed as about 32 sq.mt, also with snacks. What we received was very different. Instead of the confirmed room types and sizes, we got two cramped Deluxe Double rooms of about 10 sq.mt with almost no room to move, and two Premium Twin rooms of about 15 sq.mt. The advertised daily snacks were never provided. Communication was a problem from the start. After the booking, the hotel offered airport pickup and drop-off and a one-day tour for payment. We agreed by email but heard nothing back. They didn’t answer calls either, and Makemytrip customer care couldn’t reach them or resolve it. When our flight was delayed, neither the number from Makemytrip nor the hotel’s official website got us a response. We arrived between about 3 and 3:20 pm, had to arrange our own transport, waited an hour, and were given only three rooms. The fourth came roughly two hours later. There was no room service, and nobody answered the room phones. The line and bathrooms were dirty. Water was supplied only on the first day, and the bedsheets and towels weren’t changed the next day even after we asked. This was an extreme failure of service by the hotel. Since we booked through Makemytrip, I also believe it was their responsibility to make sure the hotel provided what its site advertised. I’ve used Makemytrip for a long time and never had this happen before. We had an even worse issue in Phu Quoc, where a hotel booked through them cancelled our reservation and charged us three times the normal rate for rooms. We’ve already raised that with Makemytrip and are making separate claims. We had a very bad experience. If Makemytrip can’t contact a hotel and the hotel won’t deliver what was promised on Makemytrip, I think Makemytrip and other travel sites should remove hotels like this from their listings.