Holiday Membership Refund: Delhi Consumer Commission Orders Country Holidays to Return ₹91,000 with Interest

May 8, 2026 : In a significant consumer protection ruling, the District Consumer Disputes Redressal Commission (South-II), Delhi, has held Country Holidays Travel India Pvt. Ltd. guilty of deficiency in service and directed the company to refund ₹91,000 to a consumer along with interest. The Commission found that the company failed to provide the promised holiday accommodation benefits under its membership package despite receiving the full membership amount from the complainant.

The complaint was filed by Bhanu Pratap Singh, who alleged that he was persuaded to purchase a holiday membership package during a promotional seminar held in Dehradun in October 2022. According to the agreement, he paid ₹91,000 for a five-year holiday membership entitling him to annual stays in specified hotel properties associated with the company.

The complainant later attempted to utilize the package for hotel bookings at destinations including Ooty, Thiruvananthapuram, and Amritsar. However, he alleged that the hotels displayed or promised under the membership package were repeatedly shown as unavailable. The Commission noted that email records showed the company offering alternative hotels on several occasions, but despite selecting hotels suggested by the company itself, the complainant was unable to obtain confirmed accommodation for his intended travel dates.

The complainant further claimed that some hotels shown as unavailable under the membership program were available to ordinary customers through other booking platforms at lower rates. As a result, he had to make independent hotel bookings at his own expense. After unsuccessful attempts to resolve the matter, he served a legal notice on the company seeking a refund. The company denied the allegations and maintained that the membership fee was non-refundable under the terms of the agreement.

During the proceedings, the company failed to appear before the Commission despite repeated notices and was proceeded against ex parte. The Commission therefore evaluated the case based on the documentary evidence submitted by the complainant, including payment records, the membership agreement, email communications, hotel booking documents, and the legal notice exchanged between the parties.

After examining the evidence, the Commission observed that the complainant had paid the entire membership amount and had made genuine efforts to avail the holiday package. However, the promised services were not effectively provided. The Commission specifically recorded that despite opting for hotels suggested by the company in Amritsar, the complainant could not secure accommodation on the desired dates. The Commission held that this constituted a clear case of deficiency in service.

The Commission observed, “The complainant despite opting for the hotels in Amritsar mentioned by the opposite party was not able to get any booking for stay in Amritsar on the desired date. Hence, we find the opposite party guilty of deficiency in service.”

Consequently, the Commission directed Country Holidays Travel India Pvt. Ltd. to refund the entire amount of ₹91,000 along with interest at the rate of 5% per annum from the date of payment until realization. In addition, the Commission awarded ₹2,000 towards mental harassment and litigation expenses.

The order further stipulates that the company must comply within 60 days. If the amount is not paid within the prescribed period, the liability will carry interest at 7% per annum from the date of the order until actual payment.

The ruling is important for consumers who purchase holiday memberships, vacation clubs, or time-share packages. It reiterates that service providers cannot rely solely on contractual clauses declaring payments non-refundable when they fail to deliver the services promised under the agreement. The decision reinforces consumer rights and underscores the accountability of travel and hospitality companies under the Consumer Protection Act.

Case Reference : Bhanu Pratap Singh v. Country Holidays Travel India Pvt. Ltd., Consumer Complaint No. DC/AB1/670/CC/326/2023, District Consumer Disputes Redressal Commission (South-II), Delhi.