[Resolved]  Oyo Rooms — not happy with the service booking id pglc2614

Address:

13/1, 6th A Cross, Balaji Layout, Bsk 3rd Stage, Bangalore, 560085

I am having a very bad experience with oyo on one of the booking, i request you to look in to the matter asap or direct me to the right escalation. Please find the sequence of events below:

1. Booking was made on oyo website on may 14th at 2:08 am - in the website i selected 17th checkin and 18th checkout, however it was selected the default date 14th and 15th. The moment i saw the pdf confirmation copy, i realized it is booked for wrong date and tried cancelling in the website, but it was showing a error message and immediately called oyo customer care.

2. Called customer care on may 14th at 2:12 am - spoke to the customer care agent, who informed me that the backend team is not available at the moment and i will have to call the customer care in the morning between 9 am to 9 pm for cancellation and refund. Also, rep asked me if i want him to book the hotel for 17th and 18th, i clearly told him, until i get a confirmation on refund on the first booking i would not want to proceed with the second booking. He raised a complaint and hung up

3. Got a call back from [protected] at 2.25 am from satyapal singh - guest experience manager - who confirmed me over phone that if i place the booking again through oyo for the correct date and if i make the payment online for the second booking, oyo will refund the entire amount of 1799, basis satyapal confirmation, i went ahead and cancelled booking pglc2614. Also, satyapal had asked me to call back to customer care post the second booking for the refund.

4. Called customer care on may 14th at 2:36 am and rep confirmed me that he has raised a ticket and i will have to call back next day between 9 am to 9 pm.

5. Got a call back from haryana number at 2:42 am and he confirmed that it need to go for approval process with the ground team and i will have to call back in the morning

6. Got a call back at 12:36 am from ravishankar or suvankar not sure, he confirmed me that only if both the booking pertains to same date they will refund if not they will not, he did not answer for rest of the questions on satyapal confirmation and the behaviour of the guest relationship manager was very rude.

7. Again called customer care to ask for the escalation matrix at 1:46 pm, however after listening to the problem sagnik mazumdar sent me an email stating refund have been initiated and will reflect within 7 to 14 days, however in the subject line i could see a different booking id xauv0381
A) i did not raise any query with the booking quoted
B) xauv0381 was active until 1 am today not sure why this was incorrectly looked into

8. Mr ali - please refer to the email chain - even he confirmed me that the amount will be credited but for a different booking id, which is not a successful payment at all.

Overall you cannot penalize the customer who reached to oyo within 10 mins of booking and i was misguided by satyapal. Considering all please refund the amount of 1799 in the original mode or else i will take a legal action against this for the misguide. Thanks for the understanding.

Let me know if you need any additional information in this regard,

Regards,
Deepak
Mob : [protected]
Email : deepakushi. [protected]@gmail.com

On tue, may 14, 2019 at 1:41 pm charika_454438 arora _tm wrote:
You will be recieved deducted amount very soon.

Regards
Ali

Guest experience manager
Oyo