The Madurai District Consumer Disputes Redressal Commission has directed Le Grace Inn, Thiruppalai, to compensate a complainant after failing to disclose its cancellation policy. The hotel completed the final settlement on August 13.
The case was filed by S. Thirugnanasambandam, who had booked rooms at the hotel on August 29, 2024, for his relatives at a rate of INR2,000 per day for three days. He paid an advance of INR4,000 against the total INR6,000 bill. When the booking was cancelled due to health reasons, he requested a refund.
However, hotel staff refused, citing a policy that advance amounts would not be refunded. Thirugnanasambandam argued that the cancellation terms were never disclosed at the time of booking, nor mentioned on the receipt. Following a police complaint, the hotel agreed to refund only 50%, prompting him to escalate the matter to the Consumer Commission.
After reviewing the case, the Commission — comprising president M. Piravi Perumal and member P. Shanmugapriya— ruled that the hotel had failed to provide vital information regarding its cancellation policy. The panel observed that as a service provider, the hotel had a duty to act in good faith, uphold ethical standards, and ensure transparency with its customers.
By withholding the advance without proper disclosure, the hotel was found to have violated consumer trust and acted against the principles of fair dealing.
The Commission directed the hotel to refund the advance of INR4,000, pay INR10,000 as compensation, and an additional INR5,000 towards legal costs.
Source: The Hindu
