| Address: 1236 S Oakland Blvd Fort Worth, Texas 76103 |
I booked a room at OYO in Fort Worth, Texas off Oakland and I-30 on Wednesday May 4, 2022 and am still in shock. I made the reservation through the app and immediately had issues. I used a coupon for a $29 offer for first time booking. After completing the information I was to be charged $33 total but nothing showed up on under my bookings tab and I had received no email. To make sure the payment hadn’t gone through i checked my account only to find that I had been charged an incorrect amount of $39.60. I found a number to call online after checking the app and being unsuccessful. I discovered that I did have a reservation and they messaged it to me and emailed me more information about my booking. As far as the overcharge was concerned, he told me it was only charged for $33 and that I would need to prove the overcharge by sending a picture of the transaction that was made on my card. When I looked at the email the details were incorrect but I was glad to have gotten the room secured. I emailed OYO the picture they requested and left to head to the hotel. I I arrived at 10:55 pm to check in and had yet another problem. After overcharging me there was a balance of $1 to be paid for my reservation, ready to be in the room and handed over the $1 with my $20 deposit to the man at the night window and received a key for room 126 (even though I had requested a room on the second floor). I brought in all my bags from the car and unpacked my things, set up my bathroom items and then noticed the a/c unit was broken, the cover was propped up against the wall and the phone wasnt plugged in, it lacked a cord necessary for it to even work. Then I saw a small bug on the floor by the door, I smashed it and cringed because that is the last thing anyone wants to see inside their “clean” hotel room. I sat down on the made bed to organize some things before I got in the shower. Almost immediately something bit me in a couple different spots I thought it had been a mosquito but was alarmed because bed bugs are a reality however I couldn’t see a bug on me. After scratching and receiving more bites I was determined to find what was doing this and with just a little look saw a small bed bug on the bed with me. In a rush at 12:06 am I got some toilet paper and smashed it to see if had the blood in there, which you guessed it there was blood and I immediately broke down, these were all my belongings, everything I own, that had now been exposed to bed bugs. The bed bug was placed inside a bottle still in the tissue just in case and I also took pictures of some of my bites and after looking thoroughly around I spotted small blood stains on the blanket and took pictures of those as well. Immediately I got all my things off the bed and went to the office, thinking he would help me and would know what to do. However, he didn’t know what to do and asked me what I wanted to do if I wanted to switch rooms I told him i would not stay in any troops as bed bugs travel and it was likely that they would be in other rooms, he told me the other side didn’t have bed bugs, But I know a thing or two about them and wanted to get as far away as possible. I wanted a refund. My crying caught him off guard I guess and he was frozen, didn’t have any suggestions at all but acknowledge me wanting a refund so I went back to the room to get my belongings back into my car, where now my car was exposed to this health hazard. I sat in my car crying for a while until he came to window to try and apologize but still with no help. I was able to get everything in my car and was ready to return the key, get my money back and figure out what I was going to do from there. I returned to the office and before I could get anything back he said he had to check the room. After inspecting the room that had barely been touched he came back to return my money. I left the hotel parking lot at 12:41 am and it just got worse from there. Being so distraught I had foolishly assumed he had refunded all the money, when I got to the gas station next door I counted out $20 not $21, the amount of cash I gave him and not $39.60 the amount I was overcharged, and not $33 the amount I was to actually pay for the room. I started calling OYO to get this problem resolved only to be given the runaround via email all night into the next morning and afternoon. There was always someone else to blame. Eventually hit wa that the hotel said I stayed longer than two hours which when u are rented out a room that has bed bugs shouldn’t matter, but that was incorrect. Now the hormtel was lying on me to be able to keep my mkney for themselves after doing nothing and completely wrecking my life for the foreseeable future while I hoped the bugs didn’t make it into any of my bags. When talking with the people on the phone they were uncaring and more worried about a fuzz word then the fact the hotel had now commuted an act of theft by refusing to give me the money back, they had also broke the law where it comes neglecting their establishment where it comes to bed bugs. Many people have reported them and they still haven’t fixed the problem but continue to rent to people. I am in the middle of trying to get a refund and I will continue until this issue is resolved. I let them know I will go to every website and app and report them, I will go to the hotel and surrounding businesses to put up notices as well. I hope for the best resolution but after being offered a 40% off my next stay coupon instead of a refund I may have to see them in small claims court.
Jun 17, 2022
Complaint marked as Resolved OYO Rooms customer support has been notified about the posted complaint.
Verified Support
May 17, 2022
OYO Rooms Customer Care's response Hi, can you please help post the reply, Hi, Kindly accept our sincere apologies for the inconvenience caused to you during your recent association with us? We understand your concern and assure you that we will do everything to resolve the highlighted issue at the earliest. Please help us with your booking ID so that we can look into it.
Thanks
TEAM OYO
