[Resolved]  Oyo Rooms — Booking location changed without informing the customer

Address:	South Goa, Goa, 403731
Website:	www.oyorooms.com

BOOKING ID - HUCW5041 Below is the mail which I have sent to their ID - [protected]@oyorooms.com I have booked a room for 3 on Dec 14, 2015 afternoon and made a prepaid payment through OYO app. For which I have received the confirmation message that my booking has been confirmed. After that I planned my trip accordingly. Now after 2 days, I receive a message from your side stating "Your booking has been updated/changed to a different location. Why would I be interested in that when I have made booking at a different place and now you are shifting me to a location approx. 15 km away from the original booking. Upon calling your customer care representative, he refuses to refund my money saying that all properties (Oyo rooms) in Goa have No Cancellation Policy. Let me clear few things first:- 1 The booking was changed from your side NOT AT ALL ON MY CALL. Its completely your headache if hotel owner after 2 days refuses to provide the availability for the confirmed booking for whatever reasons they state. Its your lack of communication gap between the hotel and your representatives which atlast you are making the customer to face these inconveniences. 2 No cancellation policy in Goa- I am completely aware of that and I proceeded with my original booking only after reading the terms and policy for the booking. But how can you accept the customer to be fine with this when the booking has been changed on your terms. 3 Upon asking from your representative that not a single communication was done from OYO to customer before changing the booking, Mr. Shivam replied that the team tried to contact me but I didnt respond. Are You Kidding Me ???????. Not a single call was received from your side since today morning. When I tried to explain him the same then he changed his explanation and replied that your phone was not reachable upon time of your contact. And Just because my phone was not reachable it becomes my fault as I should have expected an "Surprise" call from you today. And furthermore your unability to contact me led to change of my booking. Ironically, your message of booking change was delivered immediately to my number. I have received a no. of calls from today morning itself and I have responded to each one. Your members are deliberately lying that 'Call rang on my phone but I choosed not to pick up'. That was the exact statement stated to me. INSANE !!! Today No Call Rang/Missed Call Received on My Number from Your Side. Approach the Airtel Customer care for the information and You will have my full support in retrieving the information on my call history for today till evening. I challenge you pull your IVR/ phone records to prove this. 4 Immediately after I got the message from your side regarding booking change, I contacted your customer care and have spoken with a professional Lady who provided me the complete information regarding the created issue from your side. She CONFIRMED that full refund will be given for this booking if I intend to cancel it. FYI- Pull your call records and check my conversation with your representative at 12:26 PM approx. 5 Then I again called your customer care at 20:20. He confirmed the same regarding the refund. But after further talking to Mr Shivam, I was completely disappointed the way he handled my queries. 6 Your representatives tell different story each time I called them. Completely Disappointed and devastated with your services!!. I am really surprised with your responses and Yes now I am reluctant to use your services in future and even I wont dare to recommend anyone for Oyo rooms upon such an experience. I really hope that I should have done my bookings from trusted and fair sites which are more reliable and more importantly respect their customers. CustomerComplaints.in I hope you will resolve my queries at the earliest and process the refund.