OYO — No room at hotel despite confirmed booking and refund of advance payment
I have made this booking at OYO 85109 on 17th May. I was bit skeptical and called up the hotel to confirm about my booking and to my surprise the hotel person said he will not give me the room at the booked price and I need to pay Rs 1000/- if I want Room or should reach out to Oyo for resolution. I called up your contact centre and they paid balance amount of Rs 582/- as a voucher to the hotel directly to resolve this. I was under the impression that issue is resolved and reached to the hotel directly spending Rs. 356 for a cab on 18th May 2.30PM for checking in. Upon arrival The hotel person denied to give the room stating the pump has gone out of order and there is no water supply. He has also confirmed that they have informed you about the same but still Oyo is continuing with fresh booking. Once again I ended up calling your contact centre and was put on hold for 10 mins post which the call got disconnected from your end . I have requested them to help me getting room in another Oyo but there was no response except the auto mail acknowledging my complaint. In nut shell we were left on the road in scorching heat without any resolution. My family was so upset and forced me to book another hotel not through Oyo this time. I was left with no choice then to take room in another Oyo Flagship 78142 ( through booking.com) and paid Rs. 1264/- I hereby request you to refund the following amonut to me on priority 1. Advance paid Rs 124/- at the time of booking 2 cab charges to reach the hotel Rs 356 3. The differential amount I ended up paying to book room in another Oyo Hotel through booking.com Rs 762 ( 126* -***) The worst part is that you cant reach out to customer care team responsible for refund as there is no option of selecting refund desk extension on their IVR when you dial 931393**** . If you select fresh booking, they just tranfer the call internally & no one picks up hereafter even after waiting for 15 mins. Sharing the screenshot from my OyO app clearly stating a reund of Rs. 124/- against this booking. More than 45 days have passed and I am yet to get this amount back despite repeated assurance's from OYOs SM escalation team.
Please find below the mails exchanged with OYOs escalation desk.
Wed, Jun 15, 2022 at 6:40 PM
Your refund of INR 124/- for the booking UP571918 has been processed successfully. Kindly check your account for the same.
We hope that we have been able to resolve your concern to the best of your satisfaction. If not, we would request you to please reply to this email and we would be happy to assist you further.
Looking forward to host you soon !
Guest Experience Team
Wed, Jun 15, 2022 at 6:42 PM
This is following your feedback received with regards to your booking UP571918 with OYO.
We regret to know that you faced certain issues at the hotel and we sincerely apologise for any trouble caused to you. This is certainly not we want our guests to experience. We follow a robust system of investigation upon receiving a complaint/feedback and similarly we initiated an investigation with our ground team to know about all the details with parity. Also, we did a surprise audit at the hotel.
Our team audit each and every hotel that comes under our network on scheduled visits and make sure that all the OYO standards are fulfilled.
Let me also take this opportunity to inform you that OYO follows a policy on the basis of Three C's construct wherein we rate properties on:
· Customer Reviews as our top measure.
· Compatible rooms according to our assured services
· Constant availability of rooms for our guests.
Constructive feedback from guests like you, keeps us on our toes and we hope you will give us one more chance to serve you better and we will live up to your expectations.To ensure a long-term impact, your feedback has been recorded as a measure of the above for this particular property.
We take up each feedback seriously and make sure that it is worked upon diligently. Guest satisfaction is our utmost priority and we are working to fill up all the gaps to provide seamless experiences.You can revert on this Email, whenever you wish to stay with us and be rest assured, we will personally take care of your stay.
Guest Experience Team
Prakash Jain -pcj2111 Thu, Jun 16, 2022 at 12:07 PM
So far the amount is not credited to my account. I have made the payment through google pay.
Pls Share the transaction details of remittance.
Prakash Jain -pcj2111
Thu, Jun 16, 2022 at 10:01 PM
I fail to understand on what basis you have confirmed that the amount has been processed successfully. It's going to be more than 24 hours & I am yet to receive this amount. The unfortunate part is that there is no response to the mail I wrote to you 9 hours ago stating non-remittance of the payment.
While you are making tall claims that you carry out periodic audit & quality checks of the hotels, I feel it's an eye wash and the failure of making the refund despite assurance is live evidence to it.
Fri, Jun 17, 2022 at 7:31 PM
This is regarding your concern with reference to Booking Id -UP571918.
We understand it has not been a very pleasant experience for you, however, I can assure you that your feedback has been noted and will not be over-looked. We assure your next stay will be a great experience.
We would require your account details to process the refund of INR. 124/- with reference to the above booking ID.
Kindly share the below details with us and we would be able to process the refund within 7-14 working days of receiving the required information, however we will try to get this done on priority.
1. Account holder name
2. Account number
3. IFSC Code of the Bank
4. Name of the Bank
In case of any query, please revert to this email.
We look forward to hosting you soon!
Executive ORM OYO!
Prakash Jain -pcj2111 Fri, Jun 17, 2022 at 8:18 PM
Please find below the details:
1. Account holder name-Prakash Chandra Jain
2. Account number-[protected]
3. IFSC Code of the Bank--HDFC0000003
4. Name of the Bank-HDFC Bank
Prakash Jain -pcj2111 Sun, Jul 3, 2022 at 8:08 AM
It's going to be 15 days since I provided my account details for refund however the same has still not been credited to my account.
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OYO Rooms customer support has been notified about the posted complaint.
Jul 07, 2022OYO Rooms Customer Care's response Hi, it’s never our intention to cause any disruption to our customers and regret the inconvenience caused. Please be assured that we have escalated the issue.~Team Oyo
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