@clubmahindra : Case Number - 07004409 - Re: Case Number - 07003015 - Re: Case Number - 07002254 - Request for Cancellation and Full Refund – Dulwich Estates Villa Booking
Membership ID - 566323
Register mobile- 9890421928
Email- jayshankar009@gmail.com
This is with reference to my booking for Dulwich Estates Villa made on 18th May 2026 for the stay period from 12th June - 14th June. While making the booking, I received a pop-up mentioning that a refundable security deposit of INR 16,000 needed to be paid to safeguard the villa’s amenities. Based on this understanding, I proceeded with the payment and paid a total of INR 32,000 for the 2-day stay.
During the booking process, both the “Refundable Security Deposit” and the “Access Fee” were reflected as INR 16,000. Due to this, I genuinely misunderstood the access fee to also be a refundable security amount and proceeded with the payment under that assumption. As a result, I ended up paying INR 32,000 as the access fee for this booking.
The moment I realized the mistake, I immediately raised the concern with your team on the very same day. However, my request was rejected at Level 1 and Level 2 support because the booking falls outside the applicable cancellation/amendment window.
I sincerely request you to kindly review this case from a customer empathy perspective and help me with:
Cancellation of the booking
Full refund of the INR 32,000 paid as access fee
I completely understand and accept that any applicable points deduction may be processed as per the standard cancellation policy.
This is the first time I have encountered such a situation while booking with Club Mahindra. I was genuinely unaware of the distinction between the refundable security deposit and access fee, and the wording displayed during the booking process added to the misunderstanding. This was an unintentional mistake made in good faith, and not a deliberate cancellation after booking.
INR 32,000 is a significant amount of money for me, earned through hard work, and I humbly request you to consider my situation compassionately.
I have always valued Club Mahindra’s customer service and goodwill, and I sincerely request your intervention and consideration in resolving this issue fairly.
Your support and understanding in this matter would be deeply appreciated.
Thank you for your time and consideration
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