⚠️ BEWARE
⚠️ BEWARE: Mondee Travel - Lost $3,500, Zero Customer Protection ⚠️
★☆☆☆☆ (1/5 Stars) - AVOID THIS COMPANY
My experience with Mondee has been nothing short of a nightmare, resulting in a $3,500 loss with zero support or resolution after 9 months of disputes. Here's why you should think twice before using their services:
THE SITUATION:
Booked Kapari Natural Hotel in Santorini through Mondee (June 2024)
Arrived to find completely unacceptable conditions (July 31, 2024)
Had to leave within 2 hours and book alternative accommodation
Still fighting for a refund 9 months later
MAJOR ISSUES:
Mondee refuses responsibility despite:
• Processing my payment
• Listing the property on their platform
• Making false representations about the accommodation
• Acting as the booking agent
Property Conditions (All Documented with Photos):
• Extensive mold infestation
• Structural damage (holes in walls)
• Broken plumbing
• 40 undisclosed steps to room (accessibility nightmare)
• Unsanitary conditions throughout
• Direct view of nudist pool area (not disclosed)
Customer Service Failures:
• Refused to process refund
• Claimed "no responsibility" as middle-man
• Told me to "seek refund from hotel" (whom I never paid directly)
• Ignored safety and health concerns
• No resolution after multiple disputes
IMPACT:
Paid twice for accommodation ($3,500 loss)
Ruined start of family vacation
Endless hours wasted on disputes
Significant stress and inconvenience
BOTTOM LINE:
Mondee operates on a "not our problem" business model. They'll take your money, but the moment something goes wrong, they abandon their customers. Their claim of being "just a middle-man" is convenient when problems arise, yet they're happy to act as a direct service provider when collecting payment.
WARNING TO OTHER TRAVELERS:
If you're considering using Mondee, understand that you'll have ZERO protection if things go wrong. They will not stand behind their listings or support their customers. Your money will be at risk with no real recourse.
ADVICE:
Book directly with hotels or use reputable travel sites with actual customer protection
Document EVERYTHING if you do use Mondee
Check other review sites - you'll find similar horror stories
Save yourself the headache and avoid this company entirely
After 9 months of getting nowhere with their "customer service," I'm sharing this to warn others. Don't make the same $3,500 mistake I did.
Date of travel: July 30, 2024
Location: Santorini, Greece
Booking made: June 14, 2024
*Update*
To be clear on July 30, 2024 after seeing the poor conditions of my room I asked the hotel for a refund and was denied. I then contacted Isar at Mondee who contacted the hotel and they denied a refund. After a year of back and forth, the hotel was sold and the new owners denied me a refund. On December 16, 2025 I was reached out by Mondee because of my review asking for “more info”. What info do you need? I paid you for a hotel room and you don’t vet the properties on your site. I’ve provided countless documents and photos. So, you’ll see there response asking for more information, which I forwarded to them which included all of the correspondence and photos. Unfortunately, I feel this is performative and is going to be a waste of my time. I want my money back, because I paid them and they should vet their properties. It’s a bad practice to leave travelers high and dry when they encounter issues. Oh, and before I forget Mondee has come under new ownership and I’m sure the new management won’t take responsibility. SIGH!
update January 8, 2026,
I just got out an hour long conversation with someone from Mondee and once again, it was a total waste of my time. I got the same song and dance about them being a supplier and the vendor not offering them a refund so they’re unable to give me the money that I intern paid to them as the consumer. So again, I will say to you as a consumer if you’re considering doing business with this company don’t because if something goes wrong, there is absolutely no recourse in retrieving any of the funds you handover to them.I have so much documentation that my review will remain and I will continue to leave them reviews wherever I can leave a review.
Please do not give your money to this company or their new parent company that they’ve recently launched. Records of the company’s financial instability can be found with a simple Google search. Something I wish I done before I did business with them so the least I can do is warn you the consumer ahead of time
Reply from mondee.com
We are truly sorry to hear about your experience and the distress this has caused. This is not the experience we want for our customers, and we sincerely apologize for the inconvenience you’ve faced.
We would like to look into this matter on priority and work toward a resolution. Please share your Trip ID and the email address used for the booking or write to us at support@tripplanet.com, and our team will connect with you immediately to discuss this further.
Thank you for bringing this to our attention. We hope to resolve this with you at the earliest.