[Resolved]  OYO — Customer care refusing to refund money to original mode of payment despite multiple requests and follow backs

I booked an oyo with booking id FD767603

I saw the ratings and pictures of Hotel New Era Residency. Upon booking confirmation I paid the amount online. Soon after that I received a call from hotel manager saying that building is being renovated so you need to come to a different building with a different name. Naturally I had not seen that before. On oyo app also this was not indicated in any manner. So basically I paid for something I saw online, but was given accommodation somewhere else.

It was late night and I had no where to go so I complied thinking that Oyo standards would apply. However the new place was jot up to the mark. No staff wearing masks. No temperature checking also. Anyways it wasn't crowded so I moved on. Room I was allotted was sub standard. Cupboard filled with garbage. Bedsheet had stains and cigarette burn marks. When I asked the staff there to change it they said spare is not available. Due to it being late I had no other choice but to spend the night.

I felt like I've been cheated. I got accommodation in a place I didn't see on app while booking and paid for a room which I didn't know anything of before hand.

I checked out before 11am and contacted oyo customer support straight away. After a lengthy conversation they agreed to refund 20% of the amount. I was insisting for 50% but they did not agree for various reasons.
Next they told me that they will refund in oyo wallet only. And due to certain "policies" they cannot send refund tk original mode of payment. Basically they want me to use the refund amount on their platform only. The money I paid out of my pocket I cannot use freely where I like. After repeated protests, they told me issue will be escalated and a senior customer executive will callback within 4 hours. That call never came.

I contacted them proactively myself. They had no idea of issue history so I had to take the pain of explaining it again. They repeated the same policies excuses. And repeatedly tried convincing me to accept the refund in oyo wallet which I refused.

Till now no satisfactory response has been received. No senior executive has called me back to take this further. Instead customer support is adamant on closing the issue without providing required resolution.