[Resolved]  Oyo Rooms — oyo 1670 vasant kunj : booking no.: bgkp3680

Dear team,

This is in regard to a booking done for cotts villa, vasant kunj for check-in on 25th nov and check out on 26th nov. I had a very unsatisfactory experience and communicated all the facts to the customer care on the same day as the check-in. After having multiple conversations with your customer care, i was told that we will validate your experience with the hotel.

I had checked in to the hotel at 2:30 pm on 25th. The hotel was getting renovated and we had been not about this fact prior to our booking. We were told to make the payment as soon as we arrived into the hotel and then showed a room on the 1st floor - room 206. This room was full of smoke and then after 10 mins of argument, we were shifted to room 205. This room was not at all the same which was displayed on the oyo application. After having booked a room for inr 4395 (Which i got at a 50% discount after mrp being mentioned as inr 8790), i got pathetic service; nobody picked up the line for room service and had to convey my message through the reception every time i requested for something. Besides there was loud music being played in the adjacent room, which could be heard loud and clear. I had multiple experiences like this after which we decided to check-out on the same day. We checked out only after having multiple conversations with the customer care division to whom we had explained the full case in detail. The hotel has also miscommunicated to your team that i made the check-out today whereas i had left the hotel yesterday itself at around 9:15 pm. For the exorbitant price i have spent on the room especially under the oyo brand, i definitely expect a better kind of customer service. I have had several conversations with your team and have been also conveyed that a refund is being processed. The last call which i received was an hour back and was told that the hotel has denied any refund. I feel cheated after paying a higher amount on the oyo rooms, especially after being misled for the flat 50% offer mentioned on the application. Other websites are giving at a rate which is even lower than the 50% off on your site.

Since this hotel is listed on oyo and i have made the booking through your portal, i request for an immediate refund due to lack of services/inferior rooms and misrepresentation of facts to the customer. Would be grateful if someone from the senior management could take this up as i have invested a lot of time and energy on the call besides having an unpleasant experience yesterday at the hotel.