MakeMyTrip India — denial of booking refund

I am writing to formally lodge a complaint against MakeMyTrip (MMT) for refusing to refund my booking amount despite the booking being affected by a natural disaster. I had booked a stay at the Hosteller in Almora, Uttarakhand, through MMT, but due to heavy landslides in Almora highway, all highways leading to Almora were blocked, making it impossible for me to reach the destination. It's even mentioned in all the news channels that all the highway connecting Almora is blocked on 14th September (i.e. 1 day prior to my Hostel Booking Date)..

Despite informing MakeMyTrip of the situation and requesting a cancellation and refund, they refused to honor my request, citing the absence of travel insurance. I would like to highlight that this situation falls under force majeure, as it was caused by a natural disaster beyond my control. As a responsible travel service provider, MakeMyTrip should take such circumstances into account and issue refunds accordingly.

Additionally, I would like to bring to your attention a similar case involving a friend of mine. They had booked a holiday package to Ukraine without travel insurance. However, due to the Russia-Ukraine war and flight cancellations, their travel agent refunded the entire amount, despite the lack of insurance. This highlights that exceptional circumstances like wars and natural disasters should be considered while processing refunds.

I believe that MakeMyTrip's refusal to refund in this case is not only unfair but also sets a concerning precedent for how customers are treated in cases of natural disasters. I kindly request your assistance in resolving this matter and ensuring that I receive the refund for my booking.

I am attaching all relevant booking details for your reference. You can also search on google "Uttarakhand highway blocked on 14th September" and you can validate what I have mentioned above...

Booking Details:

Booking ID: NH[protected]
Hotel Name: The Hosteller, Almora
Travel Date: 15th September
Amount Paid: Rs. 5171