Oyo Rooms — not providing rooms after accepting online payment

 
1 Review
 ramachan0394 on Jan 14, 2019
Hi,

My oyo booking id is xcld 2736, i went to stay in the oyo 26854 in pondicherry on january 12th, 2019 night. I paid online in advance for two rooms/4 people. When i tried to check into my rooms at 6pm, one of the two rooms was occupied by someone else, the oyo property manager did not allow entry to the room at 6pm. I have paid to enter/occupy the rooms from 12pm on january 12th, 2019. The service was very poor & the manager told that he could give only one of the two rooms now. I called up oyo call center, oyo told us that their other properties in pondicherry were occupied at the moment & that they could not provide alternate room. Oyo told this information only at 9pm after i made multiple calls to their call center. Not once did i receive any call back from oyo in the entire 3 hour process, where i made more than 10 calls to their call center & explained my issue multiple times to different people. Oyo did not dedicate a single person or a team to handle my issue. My evening plans with my family that evening was cancelled at pondicherry. Oyo told that they will refund my money & cancel the two rooms as their properties were full at 9pm only after i called them. Despite my pleading that i was with women & children, oyo told that the only option from their side was to cancel the room & refund as their properties were occupied at the moment. They did not bother were i was going to stay for the night. By 9pm, i lost hope in oyo's pathetic response & left to a nearby lodge. It was not until the morning of january 13th, that oyo called back to confirm on the refund of online payment for which it had denied me entry the previous day's night, oyo offered me 0.1% of my room charge as compensation in oyo money to silence me against filing a case against oyo in consumer court. I fear that this habit of pathetic customer service, coupled with negligence towards the customers from whom they took money in advance through online payment is going to continue with oyo. Oyo feels that it is entitled to cancel on it's customers who have paid oyo for rooms in advance.

I strongly recommend people not to use sloppy online room booking services like oyo.

Complaint Status


[Jan 14, 2019] OYO Rooms customer support has been notified about the posted complaint.
Verified Support
OYO Rooms Customer Care's response, Jan 15, 2019
We're extremely apologetic to know about your experience. This isn't the experience we want for our guests. We'll look into this ASAP for you.

Regards,
Team OYO.
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    Oyo Rooms - not providing rooms after accepting online payment