Oyo Rooms — Adhere to refund policy but not guest policy

Address: Kolkata

Booking ID: W2W01543
Ticket ID: [protected]

Booked an OYO for a 6 night stay, called the property to confirm the stay, property tells no non-smoking rooms available, guest policy on website says smoking is prohibited in the rooms.

Cancelled the booking since OYO cannot provide a room that adheres to their guest policy (of smoking being prohibited in the rooms). Was offered no refund since cancellation was less than a day before check-in.

Called customer care, got told that they cannot offer a refund since their cancellation policy does not allow that. But they were fine with not sticking to their guest policy and not offer a room. They said they can only help if I call them before canceling. Cancelled booking 15 minutes after making the reservation, called customer care in the next 15 minutes. Best resolution they offered was to make another booking at another place and then they would refund the previous booking.

Infeasible solution, wouldn’t refund the payment when they can’t even offer a room that sticks to their guest policy. Have been on the phone with them for at least 3 hours. And why would anyone make another booking with them when they failed in the first place.