[Resolved]  Oyo Rooms — Inconvenience caused by your service and refund not generated

Address:

Oyo townhouse 277 airport

I would like to raise a complaint regarding the booking I made on 16 jan 2021. The booking ID is QFGW2638. I am extremely dissatisfied with your service and how you tackle all the queries of your customers. I made this booking and tried calling the hotel several times as I was not able to find the hotel. So unfortunately I had to cancel the booking. So first the hotel never picked up the call and the call automatically transferred to your customer service and the same happened. I am attaching the screenshot below that says you will get your amount refunded. And I had to book another hotel ofcourse not Oyo and had to face many problems just because your team and your staff are not doing their job properly.
So the next day when I checked the oyo app it showed that you will not be getting any refund as you have been charged the whole amount as cancellation charges which is again a contradiction to your statement. Now starts the real problem when I want to connect with your team. I'm listing the flaws and holes in your system.
• The customer have to chat with the staff instead of a call.
• You can not leave the chat and wait for their reply. And everytime I close the app you have to again tell the whole issue to another staff.
• After having chat conversation with so many staff members, one staff agreed to resolve my problem and said your issue will be resolved in 2 hours and we'll let you know by chat, call and email. And I never got a callback from your team instead I get an email saying your refund is not possible as you never made a call to the hotel. Your team with checking anything wrote in your mail that no calls were made.
• till this time I was already frustrated by your response to your guests. Then I had to make a call to your number [protected] and then starts the drama. So you have 2 options in it either you press 1 or 2. 1 is for making a fresh reservation and 2 is for managing your upcoming bookings. So I tried both options. Clearly both options were not applicable in my case so I pressed 1. I had a word with around 7-8 of your customer care executive. So few were very rude and said this is reservation department we cannot help you however we can transfer your call to the respective department and put the call on hold for 5 mins and then hang up the call. I had to tell every executive the same thing again and again and the results were same.
Then I tried another customer care number [protected] which told me that your issue cannot be resolved here, you can try another number i.e [protected].
This is most complex and unsatisfactory service provider. So now this is the only option I'm left with. I would request you to please revert back as soon as possible. I would definitely be very thankful to you if you can reply ASAP.
My email is [protected]@gmail.com
Phone no.[protected]
I really expect your reply as soon as possible on these given email and phone number.