Oyo Rooms — Denied Check-in even after online payment

engattil.shaheer

Jun 22, 2023

Address:

325, Spaze I Park, Tower B, Sohna Road, Gurgaon, NA, India - 122002

Date of the incident: June 22, 2023

Description:

This has been the most traumatic experience ever. We made the booking using the option "book without credit card", however have received repeated messages from OYO asking for a payment to avoid cancellation, hence had no option but to make an online payment of INR 3406.22.

But when my family visited the hotel today (22 Jun 2023) after a 28-hour train journey, they were denied check-in stating rooms are not provided for bookings with online payment made to OYO. I tried talking to OYO customer care and after being on call for 1 hour with 3 different representatives and kept on long holds, I was told that the Area property manager would help with the check-in however without an estimated time even when they are aware that the check-in time has already passed, and my family has been waiting at the hotel for more than 2 hours waiting to be checked in. I could not believe how could people be so insensitive.

The behavior of the representatives reflected the culture at OYO and the lack of respect or value towards customers.

My family group consisted of 6, which includes 4 senior citizens with couple of them undergoing medication for various illness, and it has been a tiring time for the whole duration.
My family was also warned by the hotel authorities to either make the payment by cash or to step out of the hotel. Finally, without an option, my family had to check-in by paying INR 5200, which is way more than the actual booking amount of INR 3406.22.

Hence, I again called the OYO customer care for a refund, and I was told that the refund request (under Ticket ID [protected]) is submitted and will be validated within 48 hours, and we will be updated about the refund status.

We need the refund at the earliest, as we already had to make the payment at the hotel and had to go through extreme inconvenience and trauma.

Booking Details:

Booking Number: [protected]
Booking done by: Shaheer Mohammed
Refund request (Ticket ID): [protected]

Awaiting your action.

Regards,
Shaheer

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

Jul 12, 2023

Updated by engattil.shaheer On June 25, 2023, we have received an email from [protected]@oyosupport.com stating that our full refund (INR 3406) would be processed within 7-14 working days, however as of today (July 12, 2023) we have still not received the refund nor any further updates from OYO. This is so frustrating to know that OYO does not bother to address customer grievances, where OYO as a company has failed completely by not fulfilling the booking even after collecting the full amount as an advance.

Even to this day, we shall never forget the terrible experience my family members (mostly senior citizens) had to go through by being refused to check-in to the hotel and made to wait outside even after making the full payment in advance.

We are still waiting for the full refund to be credited in our account.