Pratham Yadav
Google
Pathetic experience – worst support team and on-site manager.
I booked GoStops Varanasi for 2 days for a group of 5 people. Around 2 hours after check-in, we left the property to receive a friend from Varanasi airport. At 8:30 PM the same evening, I received a message stating that our stay had been marked as checked out. Within just 7 hours of checking in, the on-site manager had checked us out without any confirmation.
As it was late at night and the property was 20–25 km away, we had no choice but to book another hotel. This caused us a great deal of trouble and inconvenience. The next morning, we contacted the GoStops support team, but no resolution was provided. So we went to the property ourselves to raise the issue. The onsite/counter manager told us, “You left the property, so we assumed you had checked out,” and marked us out without any communication or consent.
We spent several hours arguing with the onsite manager and customer support, but no proper resolution was given. They only offered a one-night booking as compensation and refused to refund the amount for the first day, citing policy.
The behavior of the customer support executive, Mr. Archit, was extremely rude and unprofessional. He was supposed to help resolve the matter but instead spoke arrogantly, ignored our concerns, and repeatedly avoided the conversation. Meanwhile, the onsite/counter manager also kept leaving the counter, ignoring us, and building false stories rather than accepting their mistake or providing a fair resolution.
We went through a lot of trouble, mental harassment, and emotional stress because of the negligence and insensitive behavior of both the onsite staff and support team.
In the end, we had to call the police to escalate the issue. Even then, the staff argued with the officers. It was only when the police decided to take the manager into custody for fraudulently checking us out that he agreed to refund one day’s booking amount.
Thanks to the UP Police for intervening and helping us get a resolution. If it were left to the GoStops support team, nothing would have been done. Their service is absolutely pathetic, and they burden customers with unfair decisions while ignoring genuine complaints.