[Resolved]  Oyo Rooms — harassment in refund

Dear Sir,

For refund of my money I have been following up with OYO customer care no. [protected] for more than a month but have not got my money back. After a month today the person on call tells me that the refund has not been processed and that I am not eligible for the refund.

The sequence of events is as under:

My colleague at Ahmedabad, Mr. Vinayak books 2 rooms for my statutory auditors as per details below:

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Dear VINAYAK ., we look forward to host you for confirmed Booking EVUM6205at OYO 37475 Hotel Orchid. Awaiting you is a 100% OYO Experience - from booking to check-out

Check-in: 17th Jun, 12 pm onwards

Check-out: 22nd Jun till 11 am

No. of rooms: 1 Deluxe (3X) Room

Number of guests: 2 Adults

Hotel name: Hotel Orchid

Address: Cambay Shaphire, 132 ft Ring Road, Adjacent to Jivraj Park Over-Bridge, Vejalpur Cross Road, Ahmedabad

Map link: http://bit.ly/2W5UUUV

Hotel reception: [protected]

Dear VINAYAK ., we look forward to host you for confirmed Booking HKPO4150at OYO 37475 Hotel Orchid. Awaiting you is a 100% OYO Experience - from booking to check-out

Check-in: 17th Jun, 12 pm onwards

Check-out: 22nd Jun till 11 am

No. of rooms: 1 Deluxe (3X) Room

Number of guests: 1 Adult

Hotel name: Hotel Orchid
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My guests checked in the evening on June17, 2019 and I paid 100% advance of Rs. 12, 398/-, but I received a call from them early morning on June 18, 2019 that the hotel is not worth staying as they had a lady travelling also and the hotel corridors were dark in the night.

Realising the sensitivity I cancelled the booking immediately on the 18th of June morning for the balance days and got the below message from OYO at 06:40 hrs the same day:
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Hi VINAYAK, Your request is logged under Case ID 16765433. Reach out to OYO Guestline [protected]
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I have been following up since then for the refund and even had a chat on OYO assistance and everytime I was told that the refund is being processed. You may check your back end on the recorded conversations that you hold, which is for a minimum duration of 60 days as per the regular process. Today, when I called up the guestline I was told that the hotel owner is saying that the guests have stayed for full 5 days and that the refund cannot be processed. OYO is asking me for a proof of check out, and that too I must add in, the person was quite unprofessional with his talk.

I think that this is completely OYO's responsibility to find out the truth and me, as an esteemed customer of OYO rooms, should be given what is mine. You may please go ahead and check the CCTV footage of the hotel, which I am sure again has a backup of 60 days, which stands as a proof that my guests have not stayed for the entire duration of 5 days and that the hotel owner is not sharing the truth with your team.

Extremely surprising, not expected from OYO.

Thanks and regards,

Milan Gupta
[protected]@yahoo.com