Oyo Rooms — Deficiency of Service by OYO Rooms Hotel Booking (Company-Operated Property), Poor Stay Experience and Denial of Refund

Address: Orchid Centre, 3rd Floor, Sector - 53, Golf Course Road, Gurgaon, Haryana, 122002

I am filing this complaint against OYO Rooms for deficiency of service related to my stay at Hotel O Jawahar Marg (Formerly Hotel Virat), located at Plot No. 5/6, Nihalpura, Jawahar Marg, Near Rajwada, Near Gauri Devi Nursing Home, 452001, Indore, India.

Booking ID: UMPZ1817
Check-in Date: 28 December 2025

I checked in late in the evening along with my family. Due to the late hour and exhaustion, we had no immediate alternative and proceeded with the stay. However, the actual condition of the hotel was completely unacceptable and did not meet even basic hospitality standards.

The room and washroom were unhygienic, with visible stains and pan spit marks in the corners, clearly indicating lack of cleaning. There was no hot water, no towels, no toiletries, and no proper room service. Drinking water was not provided, and staff demanded extra payment for it. The lift was also not functioning properly.

I have already provided clear photos and videos as proof of these critical and serious service failures. None of these issues were resolved during the duration of my stay. Due to the extremely poor conditions and lack of basic services, the stay caused serious inconvenience and wasted my time, forcing me to check out early the next morning.

Despite checking out early due to these issues, the full booking amount was charged.

The reviews displayed on Google and the OYO website are completely opposite to the actual experience at the property and appear misleading when compared with the real on-site conditions.

I contacted OYO customer support multiple times. However, I was informed that their ground team reported everything as “perfect” with no issues, based on which my refund request was denied. This directly contradicts the evidence I provided and the actual experience.

I also emailed [protected]@oyorooms.com, but I have not received any proper or meaningful response so far.

This clearly constitutes a deficiency of service and unfair trade practice. I am requesting a full refund of the booking amount and appropriate action against the service provider to prevent similar issues for other consumers.

Link for Photos & Videos : https://drive.google.com/drive/folders/1wrp8WWH6KPAsJ7Qlxb8oleWtyzoOvcwM?usp=dri...⇄