[Resolved]  Oyo Rooms — hotel room booking and foul play by hotel and oyo

I, along with my family (Total 4 adults and 2 children of age 1 year and 8 years), had planned to visit kasauli for 19th and 20th of april 2019. Hotel booking was made through goibibo, for the hotel named as kasauli greens oyo 27648. The booking was done on 15th april. I got a call from oyo on 17th, to confirm that the booking which i have made is to be cancelled or retained. I was surprised to get that call as i had never requested the cancellation. Upon inquiry it was told to me that the hotel manager of kasauli greens has informed oyo that customer had requested cancellation, which i didnot. To inquire further, i contacted kasauli green manager, who in-turn told me that though he can see my booking but they are not taking any pre-paid bookings and i need to pay in cash when i reach hotel. To which i objected saying i have already paid for the accommodation, why should i be paying again. Hotel manager told me to talk to oyo for this as they do not receive payments till a month after guests visit from oyo. For this, they are not taking pre-paid bookings. I contacted oyo, and they were helpless in the regard. Further, after an hour or waiting in the queue for call and process through ivr, the oyo representative offered me another accommodation instead of the booked once. With no other option, i requested to proceed. I had clearly mentioned during the booking from goibibo that there are 4 adults and 2 children along with their age. It is mandatory to make any booking through the website. However, the oyo rooms consider child above 5 years of age as adult, which their system should have taken while i was booking and providing the age of child while booking. The accommodation was booked only for 4 adults and even the transfer to new accommodation was being made for 4 adults only. The new property to which i was transferred was of 1640/- maximum tariff during peak. The new property was offerred to me at 2500/- per room only, which was the tariff of kasauli greens (The previous hotel booked). The oyo executive false promised me that they are being charged much more than 2500/- but oyo is bearing the expense. Also he mentioned that i need to only pay for the breakfast of child above 8 years of age. Hotel will accommodate the child for night stay. I was assured by him that there will not be any issue in my booking further.

However, with so much issues in the booking, i further confirmed with the new hotel about my booking to which the new hotel (Named as oyo laxmi regency) confirmed me that booking is there for 4 adults only and no such request has been made for accommodation of extra child. He insisted i need to make new booking for accommodating child above 8 years or else i can pay 300 rupees extra for it. With so much uncertainty and reliability issues with oyo i had to cancel my bookings and the trip only to ensure that the family does not face issues after reaching the spot..

I request you to please inquire the case and take strict action against the middleman "oyo" for not taking any responsibility of the bookings and hotel being unprofessional.

Also i would request you to please inquire about the fact that if kasauli greens oyo 27648 is not taking any prepaid bookings, why is it listed under almost all web portals for online hotel booking.