[Resolved]  Oyo Rooms — Cheating & fooling the customer by showing wrong information before booking confirmation.

Address:

Kanpur, Uttar Pradesh, 208005

To,
Mr. Manish kumar,
Guest support team,
Oyo.
Dear manish ji,
I am point-wise replying to your email so that oyo as a company should know exactly what happened with me & more importantly should know how much harrassment was caused to me by your goodself in name of discussing the issue.
1) against the booking id: sbjv9186, as you mentioned that you coordinated with the property manager mr. Virender who mentioned to you that i checked-in late in the night i. E. Around 9:30-9:45p. M. And thereafter checked-out early in the morning i. E.5:45-6a. M.
2) as you mentioned that during my stay, there was no intimation passed to any available property's authority regarding the issue of 'geyser' or 'water issue in the washroom' so that the same would have been resolved by taking the required actions.
To which i would like to clarify to you that when i did my check-in at night at shaurya hotel shillong. I did check the amenities in the room as per the amenities shown to me while booking the room via oyo app. The "geyser" was there in the bathroom & so were other amenities. When i woke up early at 4-4:30a. M. It was very cold as you may know it is a hill station & the freezing water through the tap is almost untouchable. I opened the left side tap then later right side tap for sometime hoping for some hot water but to my despair it was too cold for a person having fever (That is me) i was searching for the switch in the bathroom where i could find only one switch that could be used for attaching an electric appliance-hair-dryer, trimmer, charger, etc, then i tried switching on & off all the possible switches in the room to see if any one of them connects to the geyser. Then i came out of the room & checked in the corridor if there is any switch outside the room which connects with the geyser but there was none (Proof-you can check the cctv footage of the hotel when i opened the room to check for switches)
I then called up 9 number connecting to the reception of the hotel which kept ringing & no one answered. I again called on the same number after 10-15minutes but no one answered. As i had to leave for my business purpose & had a reserved cab waiting for me downstairs i had to leave without a bath which was important as i had a long journey ahead of me & had to meet my clients for which it is very important to be presentable as much as in your hospitality & service industry.
3) as you mentioned in your email that that mr. Virender also mentioned that i asked for the multiple plug which was provided to me by him at night has no relevance to my complaint.
4) as you mentioned in your email that he also mentioned that if the issues would have been intimated then for sure it would get resolve as well but the intimation of the issues at the first place was never happened.
To which i would say that to the best of my knowledge & experience of travelling in more than 11 states in my country for business purpose in the past 5-6 years there is one thing common in all the hotels i have stayed at i. E. Calling up reception/room service for any query or problem for resolving it. Yes at the time of check-in if it would have been intimated to me that at night there won't be anyone at the reception desk to attend any problem/issue & in case of emergency i should call on a particular person's phone number. I would have done that but it was not & therefore the only means of communicating my problem was calling up the reception & asking for help.
Adding to that i went down by lift to leave the hotel only to find that the door was locked. I again went upstairs to the reception desk & found no one there. I searched the corridor to see if there is atleast someone who might be sleeping with the keys. I found a room where 2-3 staff members were sleeping & when i asked them to unlock the gate, one of them got up who had the keys.
Now here is why i was very upset with the hotel management & decided never to stay at this hotel again was that on asking the staff member where the switch was for the geyser in room 204 where i stayed. He replied that there is no switch for the geyser in the room.
I decided there & then that after my days work i'll definitely intimate oyo about it.

5) against the booking id: qldx3089,
As you mentioned that you coordinated with the property manager ms. Marry and she told you that the geyser was working all day long without any issue.
To which i would like to clarify that you haven't down your homework well. I never mentioned there was any issue with the geyser at m. M. Hotel, guwahati.
6) as you also mentioned that ms. Marry conveyed you that the room was provided to me after checking everything in a working state i. E the geyser was also working. Also, there was no issue with water in washroom.
To which i have mentioned my response in point no.5 for the geyser & as far as water is concerned i did use the toilet when i did check in at around 7-8p. M. There was no issue with water supply then.
7) as you mentioned in your email that ms. Marry also added that during the stay, nothing was informed to her regarding the issue of 'geyser' or 'water issue in the washroom' so that necessary actions at the required places would have been immediately taken to ensure the resolution for the inconvenience faced but again the intimation of the issues at the first place was never happened.
To which i would like to mention in detail the series of events to be able to make you understand & have a clear picture.
I did my check-in at m. M. Hotel, guwahati at around 7-8 p. M. & used the toilet & then left for dinner. I returned back by around 9:30p. M. & slept as i had to catch train in the morning which was scheduled for departure at 7a. M. I woke up at 5:30 & went to use the washroom & switched on the geyser when i found there was no water in the tap for even brushing. I immediately called the reception & no one picked up. Then i tried my luck again after 15minutes around 6a. M. & someone picked up the call at the reception desk & i complained regarding no supply of water & for breakfast availability to which i got a reply that water supply is coming shortly & there was no breakfast available before 8a. M. I waited for another 15-20minutes keeping all taps open but all in vain, there was no water supply.
As i was getting late for catching the train in-time i had to leave at around 6:30a. M. When i went downstairs to handover the keys at the reception desk 3-4 staff members were sleeping in front of the reception & one of them woke up to take the room key & slept of.
I had some breakfast at the railway station & then boarded the train & 7a. M.

8) as per your email you have mentioned that during our complete long conversation, even while coordinating with harshdeep, you mentioned that intimation at the same time is highly mandatory for you to act efficiently and resolve the issues at the same time by taking required actions, rather then proceeding with the refund after check-out as oyo believes in resolving the issues at the same time.
To which i would like to mention & highlight that the there shouldn't be such issues/problems that the customer has to face in the first place. It is because of the irresponsible hotel management & even more reckless & irresponsible oyo management in associating with such hotels & mis-representing facts on oyo site/application to the customers who look forward to a pleasant & comfortable stay with hotels associated with oyo.
The worst of all is the denial attitude of your goodself manish & mr. Harshdeep that there cannot be any problem of this sort & the hotel management is telling the truth & the customer is lying. To me it seems that the complain addressal management of oyo & management of the hotel is in hand in hand in harrassing the customer so that they can make it look as if the customer himself is at fault & is lying.

After settling down i intimated oyo regarding the issues i faced on oyo chat-refunds & payments category on 13 november at 8:33a. M. When i was in the train.
At 8:54a. M. I got a reply from your representative on oyo chat as follows-" i have escalated your concern and very shortly you would get the refund.

Do not give me that irresponsible & insensitive explanation that i should have told you at that time when i was facing the problems.
It is your fault, you should have checked with the hotels about what is the condition before claiming online & fooling & cheating the customers & further harrassing in the refund process.
I want my refund in next 48hours or else i shall be compelled to look for legal actions against oyo.

Victim of booking hotel through oyo,
Garvitt manchanda
Contact-[protected]
Proprietor,
M/s-geeta international
Through which the payments were made for booking the above mentioned hotel rooms.

Bank details:
Bank:kotak mahindra bank, 112/249, c-block, govind nagar, kanpur, uttar pradesh.
Ifsc : kkbk0000155.
Account no.-[protected].
Beneficiary name - geeta international