| Address: | #72 KHB colony 5th block Koramangala Bangalore, 560095 |
Hi,
I'm writing this email with a lot of frustration on the poor management of customer complaints and response to customer distress.
To start off I have been a loyal customer to OYO for the past few years and use your property 'town house' only for my stay as I expect a premium service and stay quality. I have of course faced some small challenged but I stick to OYO townhouse as it's lived up to my expectations most of the time. I even have the Wizard Subscribed as I intend to continue my relationship with OYO.
Unfortunately I had the worst experience with OYO I have ever heard of last weekend. I stay in the OYO townhouse Jayanagar with the booking id DCHA2386.
I went to the property as I usually would at 1.30. I have stayed at this property before and walked in as usual. I was denied a check-in and made to wait until 3.30pm and the reason was that some guest had over stayed and the cleaning was happening. I went out for lunch and came back at 3 but again it took 20 more minutes for the room. Not very ammused I want into my room finally to fine the room really forty. The bathroom was stinking with water seeping. Cockroaches all over the room. The bedsheet had blood stains on them. I had one towel which looked extremely dirty ( almost grey not white or brown anymore). The hand wash and body lotion was missing. The remorts had no batteries and the room was in general very very dirty. I immediately made my way down and spoke at the reception requesting my guest to wait in the terribly dirty room
To my surprise these were the reasons give to me
1. OYO has not give them new bedsheets or towels
2. There was no other room for them to move me into
3. I could not check out now and get a refund as it world need to be done on the app.
I came back o my room unpleased and started making the complaint on your app. I wrote 4 complaints starting at 5 on Saturday until this morning with no response what so ever. I called at lease 50 times starting Saturday afternoon until this morning aswell.
I was forced to check out from the hotel at 4.30 too a cab to another hotel (Fab hotels) that's was available paid a permium on the room and spent the night. The entire drama cost me 4 hours and also 3.5k for the additional expenses.
Surprised by not getting a response for my written complaint and not even for the several calls I finally got in tought with a lady on Saturday night at 12.30pm (she told me peak hours was what was not connecting me to a consultant that I did not undsrstand?). She told me she could only raise a complaint on the property and noting else. I need to call again the next day. Since Sunday morning till this morning I have call several times. Every time some one picks and ask me a few questions that I have explained in my written complaint as well politely repeated to each and every one of your consultants and got a response that I need to hold on the call for them to verify. This has happened at lease 5 times this morning.
I hope you can track this as one of your consultants made me wait for 20 minutes and then told me I need to repeat my complaints as she was doing some other work and not working on my request . Looked more like she wated me to listen to the music as she did her work having no care for my time of my problem.
I have attached a screen shot just to give you an idea of my myseri with your call center. You will see how many time I called and how many time my call was cut off waiting for the consultant to gather information.
I was promised call back by some of them of the call got cut as I kept pleeding your agents to plz not hang up on me but it just repeated again and again and again.
I ask you as a loyal customer of OYO and especially the town house property what is the reason I'm treated like this. You sure can check my history to see I'm a regular to the town houses in Bangalore and also have a good record.
OYO really put me in a very stick situation and I would like some professional and humane behaviour towerds it's customers when they are in distress.
I would like to get a feedback why I'm not helped when I'm a customer for so long ?
I would like a refund of my bill as I never stayed in the hotel and also see how OYO wants to compenciation me for the loss of money and importantly time. How you make sure I will not have such issues again and how I can start believeningOYO town house Beeing a premium option for me in the future.
Request a response at lease to put me out of my frustration at the earliest and looking forward to have a better relationship.
Pratheek Nachappa
Was this information helpful?
Post your Comment