This is regarding - KEMC9156
I have reserved 2 rooms for date 15/Oct/2021 to 16/Oct/2021 at property OYO 46346 Kowsika Residency, Pondicherry by making the whole payment of 3433/- in advance(neft) via OYO mobile app.
While I was on my way to check-in to the property, I received a call from OYO([protected] at 15/Oct 6.42PM) informing that due to unavoidable circumstances, OYO is changing my booking KEMC9156 to another hotel for which I'll be confirmed with the changed details shortly. I awaited more than 2 hours to receive any confirmations, tried calling OYO customer helpdesk numbers several times but of no help. Wherein booked status in my OYO Mobile app got changed to Canceled by its own & surprisingly the property details also got changed by its own (OYO 46346 to 79867).
That day I have my family with 5 members (including 1 female senior citizen, 2 female, 1 kid & myself) traveled to Pondicherry by Taxi from Chennai by doing an advanced confirmed booking of 2 rooms through OYO. It was really very unfortunate and scary situation happened with me/family when OYO canceled my booking at the moment while we were about to reach the property to check-in, in a new place where you don’t know anyone, not familiar with the local language, in the rainy late evening (~9pm). On top of it, when we tried to reach OYO customer care to express the difficulties neither the customer support executives bothered to listen/resolve nor they redirected the call to the right department. They kept on providing [protected] number to contact, whereas the ivr options of this number kept on redirecting the calls to either same room booking/cancel support or automated refund status message & our call went on same cycle but no right support/help we got at the ever needy situation where OYO has taken the full payment.
It was a horrible night for my family and we encountered many troubles due to OYO's mismanagement.
After that, I have made other arrangements than OYO facilities to make my stay at Pondicherry for the same days.
Now when I'm trying to connect to the customer care ([protected]), the IVR gives options for refund assistance but when pressing the asked keys it repeats the previous menu and went into a never ending cycle. The only option works is Reservation desk. Now when trying to reach OYO’s Help Assistance through Mobile app or web by giving all booking details, there also some automated response comes like – ‘Hi! Welcome to OYO. My name is, I would be happy to assist you with your query.’ When I put my refund query then I receive response like ‘Please stay online, I am working on your concern. Kindly give me 5-6 minutes. Please do not press back button on your device to serve you better.’ After this no response until 20 mins and disconnects.
Until now, I could not connect OYO’s Refund Desk for my booking.
Its been 14 days now but there are no refunds happened to my bank account. I would like to know, when my refund will done from OYO.
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