[Resolved]  Oyo Rooms — bad experience in oyo mumbai

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

To whomsoever it may concern:

We had booked one room in oyo flagship 376 international airport (Mumbai) for the duration of 2 nights (12 jan - 14 jan 2018). However, on the morning of the day we were supposed to check in, we received a call from oyo, saying we cannot be accommodated in the oyo we had booked, and were asked to suggest an alternate oyo that we would prefer. We suggested oyo 5012 lakeview residency, and our booking was updated. We had stayed in the suggested oyo before.

When we checked in to our room (No. 208, if i remember correctly) the same evening, we found the room to be in a very bad state. There was an unpleasant smell in the room. The paint on the walls was chipping off everywhere. The doormat in near the bathroom was wet and dirty. If that wasn’t enough, we saw two cockroaches. Refer to the attached pictures for some of the above. We reached out to the hotel staff for the cockroach problem, and instead of helping us get rid of it, they handed us a can of hit spray to deal with the problem ourselves.

We called the oyo helpline for the same, and on their request, the hotel management showed us two alternate rooms. These rooms stank of alcohol and were no better than the one we were put up in. We called the oyo helpline again, and suggested that we be moved to another property. The oyo customer support staff kept us waiting for nearly an hour and a half before they could suggest a solution. The booking prices on the oyo app for the two properties only differed by about inr 1000, but we were told that we’d have to pay inr 4700 to change the booking, and this was after we already made the cancellation request for the oyo we were in. Tired and frustrated, we asked the staff to re-book us on the oyo we were at, and again we were told that there might be an additional charge that we would be required to pay, but they could not tell us how much exactly. After two hours of sitting in an unwelcoming room, we were told that nothing could be done about our situation and that even staying in the same room would cost us an undisclosed amount of money.

Finally, after a long wait, the booking reflected that we would have to pay no additional charge, and we gave in and stayed in the same room. We gave appropriate feedback to the oyo captain on checkout.

However, i feel there needs to be a compensation on oyo’s part for the troubles we were put through. One, we were moved from the oyo we booked, through no fault of ours. Two, the oyo we were put up in had sub-standard rooms (Even compared to its own in the past) and uncooperative staff. Three, the oyo customer helpline was of zero help to us despite of repeated calls amounting to over two hours, and the fact that we were going to be charged for demanding the comfort of the oyo we had already booked and paid for.

I have been a loyal oyo customer with more than 10 bookings in less than a year. I’ve had some delightful experiences for which i have given the feedback you deserve. But, i believe there need to be reparations for the situation i was put in on jan 12.

Looking forward to your response and action.

Thanks.