This is with regards to trip TFN001DFF07. We had booked the trip well in advance (July 12 2018) for 3 couples and covering Banglore, Coorg, Mysore, Ooty and Kodaikenal. Package booked was for combination of 3-star/ 4-star combination and we paid handsome amount with intention to get best services. It was clearly informed to travel expert (Mr. Ejaj) while booking that all travellers are senior citizens so to take upmost care and support 24/7 when required. Following issues travellers have faced but we did not get prompt answer and required support: 1. In Ooty(14/10/2018 to 16/10/2018), as per package confirmation we have booked "Club Mahindra" but when travellers have arrived their, booking was done in some other hotel (Gem Park). This was done without intimation to us. When we tried contacting support team for above issue, no one was ready to take responsibility. · Quality holidays informed us that, trip factory is responsible, and we are not. · Our travel expert did not respond. · Trip Factory operations team called back and said that it's not our responsibility. · When we asked for Refund, they promised to confirm and revert but they haven't reverted back. 2. In Kodaikenal(16/10/2018 to 18/10/2018), we had booking in "Carnival Resort". When travellers reached Carnival Resort, it was worst experience we had. · The rooms were not ready and clean when they arrived, even there water leakage in room · Hotel staff was not at all co-operative · They are not provided with very basic facilities like o Hot water o Cattle o Napkins o Sugar etc. We atlest expect basic facilities in 3-star hotel. We are paying good amount only to get best services. When we tried to contact trip factory support team for above issue, they replied as mentioned below: · Mr. Suman Sethi replied that he had talked to receptionist and they will provide necessities. · Our travel expert did not respond back, he just said he will look into. · When we asked for option to change hotel, Mr. Suman Sethi asked for additional cost which really very poor part on your side. It is really frustrating experience. Customer support team and travel experts gives big commitments while taking package but they provide worst services. I am following up from Oct 17, 2018 but they are not responding.