[Resolved]  Oyo Rooms — oyo agm denied check in favoring hotel authority

Dear oyo,

Please consider this as an escalation mail for the booking reference below.

Booking id: xpsd7160
Booking id: yrgx1478

For our holiday season this year, we have completely booked the rooms through oyo and was expecting to receive a great customer service. However, we went through a
Horrible and disaster experience for the bookings xpsd7160 & yrgx1478 at oyo 24343 heritage ali baba inn.

This booking was made for 5 rooms (3x rooms) and when we reached hotel on 17th may 2019 around 01:00 pm, the hotel authority along with the oyo agm - operations (Rajkumar k - [protected]) denied our check-in, stating that there is overbooking. Without our consent and prior notice, the oyo agm - rajkumar has already pre-planned to shift us to another hotel oyo 24094 sun shine grand.

There was no prior communication from oyo/hotel on this shifting as well. When we tried calling hotel using the app it was saying "we are ready to host you" and was not forwarding the call to the hotel. When we requested the reason for the shifting there was no clear response, either from the hotel authority or the oyo agm who was present at the site.

During our conversation, we understood that hotel seems to have bookings for multiple days with another customer. Since our booking is made only for one night they planned to shift us to another hotel. The oyo agm was working in favor of the hotel authority instead of servicing us. We have strong doubts and belief that the hotel authority has bribed the oyo agm to execute this plan in the favor of the hotel authority.

When we were fighting for our rights with the hotel authority, they were constantly stating that we already informed oyo, it was responsibility of oyo to communicate about the change in our booking. When we raised our voice, the hotel authority went one step ahead and threatened us as well along with 4 (Goondas) (We have taken a snap of this as well and attached this email). The oyo agm was very quiet and a silent spectator and he was not helping us during this stressful conversation.

After a huge conversation and arguments, the hotel authority showed us the email conversation sent by them to oyo on cancelling the booking made by us (Because they have got a better deal for rs 10, 000 per room with another customer). This email from hotel authority was sent to oyo on 13th may, whereas our booking was made on 9th may 2019 (5 days prior). If oyo does provide customer service on first come first serve basis, why there is a favoring taking place here.

During my conversation with the customer care and escalation manager my ask was very clear,

I) provide us rooms in the same hotel (Oyo 24343) we have booked
(Or)
Ii) give us 5 rooms for free at (Oyo 24094 sun shine grand) + refund the total amount paid for booking (Xpsd7160 & yrgx1478)

We were made to wait outside of the hotel for around 3 hours along with (2 old people (70+ above), 8 kids, 8 adults). We wanted to spend quality time on the vacation but we were forcibly put into this situation by oyo agm and the hotel authority. Also, we were planning to have our lunch and sight seeing post the check-in, which got delayed due to this issue by 3 hours. With the old people and kids we were put under tremendous pressure to take the resolution of shifting to oyo 24094 sun shine grand along with 25% discount. We were lucky that we planned to check in around 01 pm, had we checked-in in the night we have faced with even terrible situation.

We were provided only with 2x rooms at oyo 24094 sun shine grand against the 3x rooms booked earlier. This hotel was even charging money was even for providing water bottles (Paid rupees 300)

Here are my questions now to oyo,

1. Why there was no prior intimation from either oyo customer care/agm/hotel authority on the change of this booking?
2. Why was the call hotel option for heritage ali baba inn was saying "we are ready to host you" when there was so much of conflicts on the booking? Even after multiple tries, we were not able to reach the hotel using "call hotel" option.
3. Why was the hotel not following oyo policy of first come first serve basis. We made booking on 9th may 2019, but the hotel favored another booking which they received directly (Not through oyo) on 13 may 2019
4. Why the oyo agm was favoring the hotel authority instead of favoring the customer?
5. Why the oyo agm was quiet when the hotel authority was threating us?
6. Why were we provided with 2x rooms on oyo 24094 sun shine grand against our 3x rooms on oyo 24343 heritage ali baba inn?

Here are group bookings we made at oyo for this holiday season,

Oyo 30904 orange valley hill stay - booking for 5 rooms & 3 nights - 13th to 17th (Ref. Booking id's : vzod6172 & axnr2934)
Oyo 24343 heritage ali baba inn - booking for 5 rooms & 1 night - 17th to 18th (Booking id: xpsd7160 & yrgx1478)
Oyo 35719 silver key - booking for 5 rooms & 1 night - 18th to 19th (Booking id's : lfqi3025 & xhrm6592)

Feedback on other bookings,

Oyo 30904 orange valley hill stay (Vzod6172 & axnr2934) - during the first day check in, the rooms, beds and bathrooms were not clean. After multiple iteration of discussion with the hotel contact, the rooms were cleaned only on the 3rd night. Also, one of our belongings (Medical kit for children) was lost during the cleaning process and no explanation was provided. There was only one person at the orange valley, he was servicing the group of 20 people all by himself and due to that there was delay/miss out in service.

Oyo 35719 silver key - excellent stay & great service. Rooms were small for 3 adults, overall the stay was fine.

We trusted oyo to provide us a quality experience during this vacation, but we were put under severe mental stress and pressure on this holiday season. During the course we lost our valuable time and also faced with some unpleasant experience at the hotels. There was no humanity or honesty being expressed by either oyo agm or the hotel authority, all of them were just behind the money and not the customer service.

Request you to respond to the questions above and also make course corrective actions on the complaints made.

Please keep me posted against the action taken.

Regards,
Badri narayanan