[Resolved] Oyo Rooms — Delay with refund. Feels cheated.

Pranav Varma

from Patna, Bihar

Address:	New Delhi, Delhi, 110022
Website:	www.oyorooms.com

On 9th January a booking ID VZQH5739 was generated in the name of Vaibhav Kumar (contact no. [protected]). Payment details are as follows:
(09-Jan[protected]Jan-2016)
POS PRCH
POS[protected] PAYTM NOIDA 8, 811.80 )
However the condition of the rooms was pathetic which is why we needed a replacement. The next day oyo rooms did book us elsewhere but asked us to make a payment of 8336 at the reception desk of the new hotel, promising that the previous amount which we had paid to oyo rooms will be refunded to the bank account from which the payment was made in 3-10days. At the time if making this promise, we were insisting if oyo rooms could transfer the sun that we had paid earlier from the first hotel to the other but they informed us that the refund process was already initiated from their end and hence they couldn't do anything about and and we would have to make a new payment at the second hotel. It's been about 2 weeks now but no refund has been made either to the bank account or the paytm account. We feel that no refund process was initiated in the first place and it was just how they tricked us into paying at the other hotel.
There is no proper customer dealing system. Everytime we have to explain the entire situation to a new executive who promises to get back and call us in a while but now, they won't even call back with any solution or information about our issue.

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May 16, 2017

Complaint marked as Resolved

OYO Rooms customer support has been notified about the posted complaint.

Verified Support

Jan 24, 2016

OYO Rooms Customer Care's response Dear Guest, We are appalled to know about this. We are working hard to deliver great customer service each time someone visits an OYO. It is rather embarrassing to know about this issue happening to one of our early and loyal guests. Rest assured, we'll investigate and solve the issue leading to this. Our customer experience team will very soon get in touch with you regarding this. We promise to deliver an amazing stay experience, the next time you stay with us. Thanks for your patience. Team OYO.

Jan 31, 2016

Updated by Pranav Varma "Dear" OYO Rooms Customer Care, I am more than embarrassed, rather humiliated, to have trusted your service. All that you've been able to deliver as of now is your incompetence in dealing with customer grievance. It's shameful how you keep losing my trust on your services.

After several calls, 17th Jan'16 onwards, to inquire about our refund, it was only after a publically posted complaint on this portal that I got actual status of my refund, WHICH BTW hasn't reached me yet. Infact, even then it was surprising how every different executive gave us a different status. It was then that we got to know that the refund was made in two parts to paytm account and that the refund status at your end says, "sucessful". YET, there is no refund recieved at our end or that we can see on our payTM wallet or Bank Account. Of course, then on we were asked to get in touch with PayTM Customer Care, and we're already on it.

BUT just this morning when I spoke with a PayTM executive again to explain the situation as to how the refund hasn't reached us or our PayTM account, I was told that he has NOW put this issue to be reviewed by your Finance Department who would get in touch with PayTM to track the amount and let us know in the next 24Hours.

IT REALLY TOOK YOU THIS LONG TO ELEVATE THE GRIEVANCE TO A HIGHER DEPARTMENT? I'M REALLY HUMILIATED!