[Resolved]  Oyo Rooms — complaint about negligence and fraud

Address:

Kolkata, West Bengal

I want to bring to your notice an incident where oyo has failed majorly at service and customer support. It is a very serious matter of negligence and lack of efficiency and desire to ensure customer satisfaction.

My partner isha chatterjee had made an online booking for 2 people on the 27th of november (Booking no. Dyzl7450) from 1st to 3rd december with an amount of rs.1338, which was fully paid. She was traveling from bangalore and her flight 6e-714 (Pnr: llzqmq) was delayed due to unfavorable weather conditions. The purpose of her visit to kolkata was to undergo surgeries because of a physical injury. I made several calls throughout the day to the number mentioned in the booking confirmation message ([protected]) to confirm our stay and inform of our late arrival. Though i was repeatedly ensured over the phone that it's not going to be an issue, on reaching the property at around 11:45 pm on 1st december, i was not allowed to enter, stating the reason that entry is denied after 10 pm. This crucial piece of information was very conveniently left out by oyo in all of their messages as well as in the app while booking. A ruckus was created at the middle of the night and reckless & rowdy behavior of security at the main gate forced us to take help from the local police, after whose intervention we were allowed to enter the property, vedic village. The problems were far from over when i reached my villa finally at 12:45 am of 2nd december and found the caretaker person unavailable, even after calling him for around 20 times. Even after being ensured by your customer service people that it has been communicated to the caretaker of our special case of late arrival, i was left stranded in the middle of nowhere in the dead of the night without a place to stay and with a woman in crutches with me.

After losing all hope, my partner and i decided to book another hotel using your preposterous app (Booking no. Jmrz4603) for the same duration i. E., 1st to 3rd. On reaching red velvet inn we were dismayed by the disparity in the pictures shown in the app and reality. It was a third grade shady property in a slum. As we were left with no other option at 2:00 am, humiliated and unsecured to an inexpressible level, that too in the present "rape - every girl on the street" india, we checked in to take shelter.

Next morning we receive a call from the caretaker of vedic village claiming illicit reasons for not taking our calls. After persistent request from him, and also disgusted by the hotel we had checked in, we decided to move back. Again began a never ending call spree to your amazing customer support requesting them to change our booking till the 2nd of december instead of the 3rd. After 2 hours and innumerable transfers of my call, i finally got hold of a person who claimed to have understood my situation and asked me to make the complete payment of rs. 2436 and a refund of half will be initiated. After waiting for another couple of hours, not having received any refund message we were forced to pay the entire amount at red velvet inn and leave as the check out time was approaching, something which should have been a compensation by o yo. Spending thousands of rupees for relocation we finally reached vedic village again, only to fall prey to the stupid protocol and their harassment tactics. We were not allowed to enter this time as we called the police to the property the previous night and also for not having a photocopy of our id proofs, another requirement of the property that was conveniently left out by the great oyo. As the property was in an interior location, we had to travel for 5 km again just to get a copy of out id cards. Upon completing all this tasks and reaching the property and settling down, we received a call from a oyo staff confirming our arrival and check in at the vedic village villa. To our surprise after an hour or so we receive another message of cancellation of the entire booking at vedic village which was not instructed at all in the numerous calls that we both had to make. We were asked to relocate again spending another thousand bucks which was upright outrageous as we had confirmed that we had reached and even checked in. Ultimately, we requested the caretaker himself to let us stay and he demanded a whooping rs. 1600 which again we had to pay him.

In entirety we were held on calls by your customer care agents all day but still did not receive any sort of help even when it was completely your fault for leaving out information and not informing correct personnel even after assuring the customer of the same. We have been mentally, physically and financially tortured by oyo rooms and such a negligent act causes breach of trust compatible for a criminal case as well as consumer protection law suit.

I demand you to reimburse all the embarrassment, humiliation and financial compensations as soon as possible.