[Resolved] Oyo Rooms — Booked Room was not as per Description. Bad Service. No Response.

Nitin Agrawal

from Bengaluru, Karnataka

Address:

Indore, Madhya Pradesh, 452020

I had booked one Oyo room for 26th December 2016 night in Mussoorie. The room was dirty and non-hygienic. There was kitchen smoke in the passage while entering the room.Tap and shower handle was broken in the bathroom. As per description on Oyo website Room heater could be made available at extra charge. When we requested the Room Heater to so-called manager (a 18-19 year boy) he replied that heater is not available. It was a cold night and with my family i can not leave there and I went out to search for another room. Before that I tried to call Oyo call center but there was no response. After couple of hours I checked-out the room. I tried calling Oyo again but there was no response. I posted a complaint with all these details and i got a call from one of the executive at 11:30 PM. I told him complete story and he assured me that he will get back with further details in the morning. There was no call back and I got a call again next day from another executive...same story again and he also did not revert. I was sending regular follow-up mails to them but they did not respond either of the mail. I requested them to return my money as room was not at all as per description and i checked out immediately because of this. But nobody responded.

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May 10, 2017

Complaint marked as Resolved

OYO Rooms customer support has been notified about the posted complaint.

Verified Support

Feb 03, 2017

OYO Rooms Customer Care's response Dear Guest,

We are extremely sorry to know about the trouble and sincerely apologise for the inconvenience caused. Rest assured, we'll investigate and solve the issue leading to this. Kindly share your booking ID or contact number with us. Our guest support team will soon get in touch with you regarding the issue and look into the matter for you. Appreciate your patience and understanding in this regard.

Regards
Team OYO

Feb 19, 2017

Updated by Nitin Agrawal Dear Oyo Team,

I have received multiple calls from your team and they are not taking this seriously and just a general matter of failed service. Saying sorry is not acceptable along with only 50% refund. I had requested for full refund as nothing worked well for this booking. Property was not found as described. Oyo captain assigned to me was not responsive. Please appreciate, I might have asked for additional compensation but am asking for my money back.
Kindly do the needful ASAP or else share the contact details of responsible senior management but not the call centre executives. I hope to get positive response soon.

Verified Support

Feb 20, 2017

OYO Rooms Customer Care's response Dear Nitin,

We believe our team contacted you and discussed the matter with you. We initiated an investigation with the ground team upon receiving your feedback and post reviewing the same we have offered you the best. We would like you to know that a full refund would not possible in this case. We again apologise for the trouble and we have taken necessary action on the property. We will ensure that this sort of inconvenience doesn't happen in the future. We would truly appreciate your understanding in this regard.

Thanks
Team OYO

Mar 04, 2017

Updated by Nitin Agrawal I would appreciate if you can share the contact details of your senior management so that I can have a call with them. I would like to understand that why can't I have full refund of the booking in absence of incorrect description and also service commitment failure.