I booked a room from Agoda OYO Booking ID - AFWH6638 and Agoda Booking ID[protected]. It was the most pathetic experience I have ever had in my life. I am very disappointed with your commitment and process. I faced the following problems with booking and hotel stay.
1. Charged Extra money for check in : I booked my stay from your website at Total Price INR 931.47 but at the time of check in the hotel asked me to pay INR 1399 more apart from the online paid amount which I paid for booking on your website. I had confirmed booking but they didn't allow me to check in the hotel. Then I called on your support call on[protected] and explained everything to your customer care he put me to hold for more than 20 min and after that he advised me to cancel my booking but it was not possible at that time so i had to pay INR[protected]+80) extra for check in. If I knew it, I would never have booked this pathetic hotel. I also called the OYO customer care contact number (+[protected] which was mentioned on my booking confirmation receipt in my email. It was his Verbatim "Your booking is with AGODA and this property belongs to OYO and you have to pay an extra amount for check in you should book your stay from us despite AGODA then we told you what will be the final amount after calculation. We have tied up with them for booking but they have not decided how much to charge". Then I informed him that people coming for check in after booking from your website are facing the same issue. You are asking for more money from them as well then he put me on hold for more than 30 min and disconnected my call.
image.png
2. Had to wait 1 and half hour at reception: I already mentioned in my booking that i will be at hotel between 11am -12 pm and hotel check in time was at 12 pm but I had to wait at reception for more than 1 and half hour.
3. No Towel and unsealed water Bottle : After 45 min of check in i realised that there were no Towel and unsealed tap water bottle i called at reception and asked for water and towel and he said wait for 5 min but no one came to provide that. Then i had to call again after 20-25 min he called wait for 5 min and a service boy came to provide me that and i was surprised after looking at bottle because bottle was again unsealed tap water bottle and towel was dirty. I showed him both things on the spot and told me to provide me with a fresh sealed water bottle and clean towel. He told me that they have only this towel and affirmed that I should provide a fresh water bottle. Problem is he didn't come back to give me water andafter 35 min I had to call again on reception for a water bottle and he told me to wait for the water bottle again. and after that when a service boy came after 15 min of call he gave me a local unbranded water but it was finally sealed. I had to wait more than 1 hour for water only though I was Damn Thirsty.
4. Unwanted Disturbance : Hotel Staff was not trained. They don't even know how to behave with customers. They were knocking and hitting the room door intermittently.
5. Power Cut of Room : My rooms electricity was gone for more than 45 min. After waiting 20-25 min i called reception that there was no electricity in the room he assure me that service boy is coming and he came after 10 min of call he had no idea about the fault. He said wait for 5 min. I waited for 15 min for electricity but the situation was the same. I had to make a call at reception for the same. He instructed me to do this blah blah but no success. Finally I lost my patience and went to reception and asked what was going on? Is this the way to please a customer?
After being fed up, I had to check out around 6:20 pm on the same day and within 5 hours of checking in with this pathetic experience.
Big Questions
1. If Agoda is not authorized to book oyo property then why are you making a fool of your customer?
2. This is the hospitality industry and operates on goodwill and experience. Is this the way you provide exceptional experience?
3. Why Hotel is not updating the extra amount on the Oyo app and not providing a physical bill? Why is Customer care saying that they would provide bill only to AGODA if they asked to share?
Please find the attached payment receipt. and photo of their booking portal.
I had already paid INR 977.72 on Agoda website by my Credit card and you have the transaction number for that.
Paid Extra INR[protected]+80) at the time of checking in due to hotel staff aggressive demand. Total Price paid for booking is INR 2376.72 (977.72 at Agoda website + 1399 at hotel reception).
Was this information helpful?
Post your Comment