OYO — Refund still not received after a month and multiple follow ups

Address:OYO Rooms, 325, Spaze Tech Park Tower B, Sohna Road, Gurgaon, Haryana, India, Pin Code – 122001
Website:www.oyorooms.com

Booking/Escalation details:
-
Collection O 83452 Grand Royal Palms,
1609 Vasvaddo, Benaulim Beach Rd, Goa, 403716, Benaulim
-
Reservation/Confirmation # [protected]
-
1. Ticket ID: [protected] | Ticket Type: SIG Escalations | Resource ID: LJJY4924 | Resource: Booking
2. Ticket ID: [protected] | Ticket Type: SIG Escalations | Resource ID: LJJY4924 | Resource: Booking
3. Ticket ID: [protected] | Ticket Type: SIG Escalations | Resource ID: LJJY4924 | Resource: Booking
4. Ticket ID: [protected] | Ticket Type: SIG Escalations | Resource ID: LJJY4924 | Resource: Booking
-
OYO system (OYO HARASSMENT system):
1. Give confirmation of hotel room booking. But when the customers reach the property, there is no rooms booked due to no agreement between property owner and OYO.
2. OYO will cancel the booking and initiate the refund.
3. When OYO initiate refund, they don't know that it is going to fail as customer has done the booking from booking.com or some other website.
4. Customer only has to contact OYO to check refund status only to know that the refund is failed. (14 days gone)
5. OYO will ask customer's bank details to refund. Again OYO will tell customers that the refund will be done in 7 to 14 days.
6. No refund will happen after 14 days. (Again 14 days gone)
7. Steps 3, 4, 5 and 6 will keep on repeating.
-
It is a OYO HARASSMENT system.
I did the hotel booking in booking.com. Don't know how OYO come into picture?
I did the 50% payment and my booking was confirmed from 24th Dec to 26th Dec 2022.
When we reached the property on 24th Dec 2022, the property manager denied us the booked room.
OYO is listing the rooms with low cost on booking.com on behalf of property owner.
The property owner said that they were in disagreement with OYO regarding the low rates and couldn't provide the rooms.
The property owner asked me to contact OYO for this concern.
As we travelled by car for 12 hours and very tired, so we didn't have any choice but to look for some other property nearby.
OYO said that they will cancel the booking and refund the advance paid at the time of booking in 7 to 14 days.
Till 31st Dec 2022 the money wasn't refunded to my credit card account which I used for payment.
I called OYO on 31st Dec 2022 and they told me that there is some technical issue and due to that the payment is not refunded.
Please note here that OYO didn't contact me immediately after the refund failure.
I came to know only when I called them to check on the refund status.
Now, OYO asked me my bank account details to deposit the refund amount.
OYO again told me that it would take 7 to 14 days to transfer the amount in my bank account.
I provided my bank account details and OYO said that they have initiated the refund again.
Later I called OYO 2-3 times to check the refund status. The refund was supposed to be credited in my bank account latest by 14th Jan 2023, but that didn't happen.
I again contacted OYO. OYO said that it is escalated to its "refund team" and they will revert back in 24 to 48 hours.
OYO "refund team" didn't revert back. I again contacted them by email but didn't receive any response.
On 19th Jan 2023, I again called OYO on phone no. +[protected]. I got the IVR message that my booking was cancelled and refund would be done as per the policy.
There wasn't any option to connect with OYO customer support executive on this phone number which was possible earlier.
I got another OYO phone number [protected] from Google search.
It has only 2 option, 1 for new booking and 2 for existing booking.
"Option 2 Existing booking" was giving message that I didn't have any booking.
I tried "Option 1 New booking". Luckily the OYO person has access to check my booking.
The person told me that the refund was still in "INITIATED" state and needed to move to "CONFIRMED" state.
He did it and told me that it would be refunded in next 2 hours.
Please note here that from 31st Dec 2022 till 19th Jan 2023, the refund status was still "INITIATED".
The status was "INITIATED" even after multiple follow ups from my side.
To my surprise the refund wasn't done.
On 20th Jan 2023, I again called on phone number [protected]. The OYO person wanted to discuss about it with her Manager in OYO. She kept me on hold for 15 minutes and the call got disconnected.
After 2.5 hours I got call from OYO and the OYO person told me the same story that I heard on 31st Dec 2022.
So it was back to square one.
I came to know that as I did booking from booking.com, OYO is unable to refund to my credit card account. This is BIG discrepancy OYO system has.
With this inability how come OYO is allowed to receive payments on somebody else's behalf??
The OYO person again asked me my bank details for refund transfer and told me that it would be done in 7 to 14 days.
He told me that he didn't has any option in OYO system to do the refund immediately.
Also he wasn't able to escalate it to OYO authority who can do it immediately.
-
So OYO system is:
1. Give confirmation of hotel room booking. But when the customers reach the property, there is no rooms booked due to no agreement between property owner and OYO.
2. OYO will cancel the booking and initiate the refund.
3. When OYO initiate refund, they don't know that it is going to fail as customer has done the booking from booking.com or some other website.
4. Customer only has to contact OYO to check refund status only to know that the refund is failed. (14 days gone)
5. OYO will ask customer's bank details to refund. Again OYO will tell customers that the refund will be done in 7 to 14 days.
6. No refund will happen after 14 days. (Again 14 days gone)
7. Steps 3, 4, 5 and 6 will keep on repeating.
Was this information helpful?
No (0)
Yes (0)
OYO Rooms customer support has been notified about the posted complaint.
Complaint comments 

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    code
    By clicking Submit you agree to our Terms of Use
    Submit
    OYO Rooms
    customer care contact
    Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good a company is at responding and resolving complaints by granting from 1 to 5 stars for each complaint and then ultimately combining them all for an overall score.
    Read more
    73%
    Complaints
    6582
    Pending
    1008
    Resolved
    4538
    OYO Rooms Phone
    +91 93 1393 1393
    OYO Rooms Address
    325, Spaze I Park, Tower B, Sohna Road, Gurgaon, NA, India - 122002
    View all OYO Rooms contact information