[Resolved]  Oyo Rooms — awful service and incorrect refund

Address:	Gurgaon, Haryana
Website:	www.oyo.com

Hello,

Below is the deficiency in service by dk inn:

1. I made a booking for oyo 11368 dk inn in kolkata from 22.12.2018 till 25.12.2018 vide booking id: rzuv0761. I am also an oyo wizard gold member. I was promised the amenities (Including refrigerator) attached herein as annexure 1.

2. I checked in around 5 pm on 22.12.2018 as my train from delhi was late. I informed them about the late check-in by calling them in their landline number from the train itself. I was allotted room no.401 as is evident from their email dated 22.12.2018 after i checked-in which is attached herein as annexure 2. The room was very shabby and not well lit and unhygienic. It was not the room that i was promised as it did not have all the amenities as mentioned in para 1. I had an extra double bed and it was evident that it was not a double-bed room that i booked for. I complained about it and they said that all the double-bed rooms are booked and they will be able to allot me another room only on the next day i. E 23.12.2018.

3. After insisting, they allotted me another room no.405 which they did not update in the oyo system as it was still showing room no.401 on my oyo app. I have clicked some pictures of the room key and door to make it evident that they allotted me room no.405 and which is attached herein as annexures 3a, 3b and 3c. We just shifted our luggage from our previous room to room 405 and went out for dinner. The wall behind the bed was damp (Please see annexure 3d). After coming back from dinner, i went to take a shower and saw that light of the washroom was directly connected with the geyser. When the geyser was on then only the lights were on otherwise not (Please see annexure 3e, 3f, 3g and 3h). The exhaust fan was not working (Please see annexure 3i). The knob of the shower was broken (Please see annexure 3j) so i had to take shower in the dirty bucket which was kept there. I did not complain at that time as i was already in the washroom. I called the emergency number mentioned in the chart pasted on the almirah (Please see annexure 3k), he said that he left oyo 3 months back. So i complained to oyo customer care who said they with speak with the property manager. So, the first night is over.

4. Now the next morning they allotted me another room room no. 404. I went for an exam in the morning so i did not try the shower. After coming back from my exam, my friend told that the water pressure from this washroom shower is so less that she had to use the bucket here also for taking a bath. I complained to the manager over the phone and he got furious and abused me and said that i am not satisfied with any room. I went out for lunch and also to contact my oyo captain who gave me an option to shift me to another oyo property nearby within an hour.

Below is the deficiency in service by oyo:

1. You gave an emergency contact number of a person who left oyo, 3 months backs. What would have happened if i was in some critical emergency?

2. Mr. Arka mukherjee, my oyo captain was an amazing person. He offered me almost every and all kind of help until i checked-out on 23.12.2018. When i complained him about my experience, he offered to visit dk inn and shift me to another nearby property and to adjust my one day rent with some gift coupons. When i agreed to shift, he said that no nearby properties are available so i will have to stay there itself and to check-out and book some other hotel on my own. He assured that since it was around 4 pm so he can ask the manager to charge me only for 24 hours and he will refund me he remain 2 days amount, suspend/de-list dk inn from oyo platform, etc and many other false promises.

3. After i checked out, the hotel manager said that 30% for day 2 will be deducted and rest will be refunded by oyo. I did not pay heed to him as mr. Arka banerjee assured me that my 2 days amount will be refunded.

4. I was shocked after i got an sms from oyo that an amount of just rs.1344 will be refunded. I enquired and they said that early checkout charges of rs.2167 has been deducted from my total. I tried to connect to arka banerjee many number of times but the executives were not connecting me to him but this was not the case pre-checking out. He was available every time i called and the executives connected me to him. This is cheating and forgery.

I would like to say that since there was so much deficiency in the service provided on the first day of my stay itself, hence i was forced to check-out early which was not my fault.

I would request you to please look into the matter properly and refund me the outstanding amount of rs.2167.

I would also request you to terminate my wizard gold membership and refund me rs.399 which i paid for the membership. If this is how a gold member is treated and cheated, i don't know how others are treated.