[Resolved]  Oyo Rooms — fraud, bank theft, booking trouble

On 1 july 2019, i booked an oyo homestay in mussoorie named 'skyline homestay' booking id - omlp4295.

We had made a call to oyo to book this property. The customer executive who referred us this property insisted us to book it through him. When we disagreed and told him that we'll be booking it online on our own, he again tried to convince us to book it through him and also said that if we book the property through him he would share the information of the oyo captain immediately with us. We refused his offer and instead booked it immediately online.

As soon as i made the payment of rs. 13096 online i received the message "your booking has been confirmed." after an hour we received another message from oyo that we need to make the payment as soon as possible because the booking has not been confirmed.

This led to a great confusion and we tried calling the customer service but even after an hour of calling no one responded. The line was on waiting continuously. It was 9 pm in the night and we had to leave early morning but now we had no booking due to the confusion created by the oyo executive who was insisting us to book it through him. He had made a booking on my uncle's name who was talking with him on the phone and when i tried to book it online on my name, the payment didn't go through and our booking got cancelled even after a confirmation message.

You helpline numbers are continuously busy and even when the executives pick up, they put the call on hold for hours and never return.

I searched for another number and found one on your website [protected]. When i called on the number a person named 'vikas sharma' picked up and said he is oyo "customer care executive for payment and refund queries." i told him the entire story to which he said that he would retund the entire amount of rs. 13096 immediately.

He sent a code to my mobile phone and asked me to forward the same message on the number he was telling me. Somehow i wasn't receiving the code so he asked me to give him some other mobile number. So i gave him my mother's number on which he sent another message and asked me to forward it, which i did as he told me that forwarding this message would cancel the booking and refund would be initiated immediately.

When the messages weren't going through he asked me if i use google pay. I said yes and then he asked me my id. I told him that. Then he began asking me my google pay passcode to which i refused but by that time he had linked his upi id with my mother's bank account somehow. I started receiving messages from my bank that someone has requested to link my bank account with axis upi app.

When i became suspicious and began cross questioning him and asked him wether he was a real oyo executive or not, he told me his name and said he works in "oyo's payment and refund department." when i refused to tell him the code he hung the phone and i immediately received a message from my mother's bank that rs. 7200 which was the total amount in the account, was debited.

We immediately called back on the number but the number was switched off. We called our bank and got our accounts blocked and immediately filed an fir with the police.

We had to leave early morning for mussoorie but now we were sitting in the police station reporting a bank theft in the middle of the night. This fraud is done with us under the name of oyo. We again tried calling your customer care but even after calling 20 times no one picked up and the music kept playing.

It was all due to the confusion created by your executive who was forcing us to book it through him for his own personal interests. We lost our money, we still haven't received our refund, we again tried calling oyo, we talked to a few guest managers but no use. Everyone heard the story, kept us on hold and never returned.

Somehow, the next day on our way, we managed to get one of your executive's on call and asked him to rebook the same property "skyline ompl4295" as we had no where to stay and were traveling with a family of 7 people without a booking. We asked the customer executive that we'll pay the remaining amount immediately at the property itself. He agreed, kept the phone on hold and never returned back on line.

We booked another hotel when we reached mussorrie "hotel golden heaven". This we booked by calling oyo directly. We booked it for 3 days from 2 july 2019 to 5 july 2019. But had to leave it the very next day due to extremely poor service by the hotel and it's staff.

We booked 3 rooms for rs. 11600. The rooms were dull with poor lighting.in one room the geyser wasn't working and the washroom handle broke.in another room the roof of the washroom started leaking. The staff was rude and had no solution for anything. We asked the kitchen staff for some hot water in the morning to which he refused rudely and said
"bas ek glass milega isse zyada nhi."

This is how the hotel's you affliate under your name work and behave with your guests. We had to checkout and find another hotel immediately.

All this has caused us so much financial loss and mental torture. We were 7 people with 2 young children. Do you even realize what we went through due to your fraud agents and poor customer service. There is no help provided by oyo to the guests. There is no way to reach you people in times of need immediately. The lines are busy and the guests keep suffering.

We still haven't received our refund and we have also lost money in bank theft that was done either by someone from your staff or under your name. This is unacceptable and completely unprofessional. We tried calling your number even today but again no use the lines were busy.

I need a response immediately on the entire matter or else this case would be escalated to next level. I have already filed an fir which clearly has oyo's name and the name of the executive who did this fraud with us. It's been more than 5-6 days and nothing has been done. Escalate this case to your highest authority and respond back immediately.

We have suffered alot due to your company and still have our bank and debit cards blocked. We faced so much mental trauma
And financial loss. We need immediate action from your side or else we'll be taking some strong action against your company.

You can't keep running a company by making people suffer like this. Our entire trip got spoiled because of you people. This case should be handled on priority basis and an immediate response is needed from your side.