[Resolved]  Oyo Rooms — oyo 9405 aditya homes lack of security, rude manager, guests in danger, dirty linens, unhygienic surroundings

Address:	Hyderabad, Andhra Pradesh
Website:	www.oyorooms.com

Oyo 9405 aditya homes — they have changed the name recently.
Booking details
Booking id: peic9325
Check-in - 30th aug'18
Check-out - 31st aug'18
Address - plot no.69, 70, 71 vinayaknagar, beside dominos, gachibowli, hyderabad

I wish i could give it -100. The building is in ruins. They do not change bed-sheets, towels, pillows etc. Till you check out. So, if you book for 2/3 days you will be using the same stuff till you check out. No mineral water as per oyo standards - they provide filtered watered in unhygienic bottles. I checked in on 30 Aug late evening and extended the stay during the night. Booking id peic9325, room 443. I had to work late night and hence extended the booking for the next day.

Booking details
Booking id: njmi0537
Check-in - 31st aug'18
Check-out - 1st sep'18
Oyo 9405 aditya homes

Next day, being Friday - i had to complete few official tasks and had planned for prayer around 12 -1 pm. They do not have separate numbers for housekeeping, kitchen. The same reception number is used. I called up reception at 10 am and informed about my extension and requested them to clean the room. I called numerous times (Around 10 times) every time they said we will come in 10 mins. After 1 hour - 11 am, i called again and was told "there was a marriage party last night" i said "so"? Their next response is "we clean the rooms floor by floor and you will have to wait your turn. I was fed up of the response and asked for hotel manager. He was the worst person. He came in with a cheeky smile and said you will have to wait, marriage party, etc. I was buzzed off by now. I said"if i had checked out at 11:30 am, you would definitely have cleaned the room for the new guest. Is it my mistake that i extended the stay?"again mr, sarcastic gave a cheeky smile and said will be back. I cleaned the room my self and was late, so missed my Friday prayer. I was agitated and called for escalation manager.

The oyo support has become pathetic lately, i explained the issue to the support personnel (15 mins) and asked him to transfer the call to the escalation manager. He kept on asking"what is the issue" — is the bed-sheet provided not clean, etc. I told the housekeeping items have not been changed and i need fresh ones as i have extended the stay. His response : ok, i will ask the staff to clean your room. I advised that cleaning is not required since i myself cleaned the room due to shortage of time and i just want to provide feedback and escalate the matter with oyo management. After some 10 mins on hold, a person answered (I vaguely remember the name - maybe mr. Robin) he advised that it will be taken care. Nothing happened for the next two hours. I called again and the same loop continued with different support person and different escalation manager. Finally i called once again and it reached the escalation manager - mr Sahil. Mr Sahil arranged a con-call between me, oyo manager and himself, where he reprimanded the oyo manager and asked him to apologize. Mr. Sarcastic never even once said"sorry"although all the escalation managers have apologized on the phone. Now, I dont expect"sorry", but what irked me was instead of apologizing and trying to make amends, he is blaming"marriage party"again and again in the call. Next he said"the customer called during lunch time and staff was having lunch, so could not go!!! Oyo — from where do you hire such gems? Is there no screening/mentoring? Shame on you!!

Anyway, i guess he was reprimanded properly as the room was cleaned by housekeeping immediately and bed sheets etc. Were replaced.
Mr. Sarcastic seemed to be very gentle and humble by now. So i let go off the issue and thought it had been sorted out and put and end to it.

Now, comes the real issue :
I had parked my rented two-wheel near the gate. Anyway Aditya homes does not have car parking space and the cars are parked outside. They do have parking space for 2-wheelers. Since I parked the vehicle on the footpath - directly in front of the oyo hotel gate which was closed, and also the area had a cctv camera - so i felt it was secure. I had filled rs. 500 worth of petrol since next day i had to visit a lot of places related to my business.

Morning mr. Sarcastic greeted me with a smile and was very courteous. When i reached my bike and attempted to start, it would not start. I opened the tank and it was dry. I left the vehicle in the hotel premises and rushed to office since i was late. I informed receptipon that i will come in the evening to pick up the bike, however i could not and called reception to inform i will come early morning next day.

Next day i bought petrol in a bottle and then attempted to start. The bike would not start. Seeing my efforts, some of the oyo staff and passerbys inspected the vehicle and one of them was a mechanic, he informed the internal pipe has ben cut so petrol is not reaching engine. Mr sarcastic was smiling with a smirk from distance, however i had no idea that he would be involved. So i asked him to show me the cctv camera footage for the last night. Suspicion 1 : immediately, without even visiting the display, he said "the camera is cut off"!!! I was horrified. Ok, how does he know camera was cut off? And if he knew the camera was cut off, why did he not try fixing it since this is a grave security issue. Now he started showing his true colors : when i asked something, he said his Hindi language is not good. When asked in English, he said "do you want me to fix the bike, am i a mechanic" "why did you not park inside the gate" i repeated that i do not want vehicle services from him also all the four wheelers are parked outside since you do not have parking space. I am asking from security point of view that how can an oyo property remain without camera.
For the whole night — mind you there was families in the hotel that day. I was furious, however since i had to go to office urgently, i requested the passerby to fix the bike and he did.

In the afternoon, i came to the property and asked the status on the escalation. Again after multiply attempts to connect to support and again and again explaining the same old story - the support personnel asked "you have already given"one star"so what is the need of calling support. I advised that i am following up on the escalation. The call was abruptly cut. Finally after many attempts and frustrating hold times, i reached one escalation manager who again asked the same old questions and assured it will be addressed as soon as possible. This time i insisted they log a ticket so i have some reference and do not have to explain the issue again and again. I was provided with a ticket id and again assured it will be looked into and i will be updated with the progress — nothing happened.

Whenever i call in the following days, the support personnel puts me on hold for contacting the escalation manager. I am talking about 10-20 minutes hold time. If fortunate to reach the escalation manager, they just repeat"it will be taken care. You will be informed". Pathetic escalation process.

Finally, fed up i have approached consumer court initiate legal action against the property and oyo both.
I am uninstalling oyo app and will encourage all my contacts to do so.