In the matter of: Misleading advertisement, unfair trade practice, deficiency in service and violation of consumer rights by Grand Amanta Hotels and Resorts Pvt. Ltd. (formerly known as Grand Vivanta Vacations Private Limited) (CCPA)
Summary: The Central Consumer Protection Authority (CCPA), in proceedings against Grand Amanta Hotels and Resorts Pvt. Ltd., examined allegations concerning misleading holiday-package promotions, unfair trade practices, deficiency in service and violation of consumer rights. The matter originated from a consumer representation dated 17 April 2023 alleging that customers were lured through purportedly free holiday vouchers, induced to purchase long-term memberships and thereafter faced difficulty obtaining promised hotel bookings, complimentary benefits and refunds.
The CCPA relied on National Consumer Helpline (NCH) data showing 118 grievances for 2022 and 116 further grievances for 2023–2025. Investigation by the Director General (Investigation) identified deficiencies in documentation, sales-agent supervision, grievance handling and disclosure of grievance-officer details, besides alleged violations of the Consumer Protection (E-Commerce) Rules, 2020 and the 2022 Guidelines on misleading advertisements. During the proceedings, the CCPA examined membership and booking data, refund records, marketing representations and responses to 234 NCH grievances. Particular emphasis was placed on linking refunds or grievance resolution to withdrawal or closure of consumer complaints or reviews.
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