| Address: | Gurgaon, Haryana |
| Website: | www.oyorooms.com |
I have been an oyo customer from quiet some time now. Have been using oyo services for my official stays and was always delighted with the customer service and had been thankful to oyo for bringing a revolution in the hotel industry with your budget hotel in india.
I decided to try oyo for a vacation for the first time. It was a sudden plan with my cousins. I booked a oyo room in dharamshala, himichal pradesh on tuesday, 25th december 2018 for 4 adults in a 2 bhk self service appt (Booking id: fmgs3576) by paying an advance amount of rs. 2091. However, the booking was made for a 3 bhk as the property had a mandate to book the entire 3 bhk, however we just needed a 2 bhk, hence i called the customer care and requested them if they could cancel the existing booking and book an another 2 bhk property and adjust the advance amount in the new booking. The cc executive said that since it's midnight the ground field force is not available, he can't do anything until 9am in the morning. I called the customer care again and this time i was connected with mr. Saurabh and he assured me of some help by escalating the issue to the concerned department and informed me that i will get a call back before the check-in timing.
Being assured that oyo will certainly provide me with the solution, i started my journey from delhi to himachal pradesh at mid-night. On my way just to check if any modifications were made, i opened the app and got to know that my existing booking was cancelled (Which i never requested) and there was no new booking, plus i was charged with a cancellation charge that was more than the advance amount i had paid earlier. So now the situation was - i am on the mid way of my journey with my cousins including a female and get to know that i have no place to stay and i have been charged a cancellation fees. Nevertheless, i made a call to the customer care and asked them that with who's permission did they go ahead and cancel the booking? The oyo representative gave a funny reply saying that sir, you must have asked to cancel only then we would have cancelled your booking. I asked him for the call recording were i had requested for the cancellation, to which he replied that i would get a call back.
I got a call back after sometime and this time it was mr. Rupesh kumar00591519, who apologized for his mistake stating that he did not hear to the customer care executive mr. Saurabh who had escalated the call to him and due to miscommunication he went ahead and cancelled the booking. I asked him to re-book the property for me or if he can book an another property without me having to pay again. Rupesh apologized again as he said he is not allowed to do so, all he could do is take a re-fund request and asked me to book the property by paying the advance again, which was ridiculous. So now i was paying for oyo's mistake. Since it was a sudden plan, we were running short on budged and now i had to book a hotel by paying twice as the refund will take 14 days to be processed.
All the above conversation happened while i was in transit from delhi-himachal during midnight. With no options left, i had to book an another property (Booking id : bztq2479) were i reached by 2 pm tired of driving (Check-in time was 12 pm) on 25th december, only to find the property not ready. I had to wait out in the clillling winter with a temperature of 3 degrees with my cousins for almost 1 hour 45 mins till i got the property ready to check in. The property was not how it was described, the kitchen had only a few utensils making it hard to cook food, also there was no water supply until 7 in the evening, a thin blanket at a place with a decreasing temperature of -1 degree, requested a lot to get just one extra blanket (For 4 adults). I called the customer care to complain, the put me on hold while connecting the call to the property manager to resolve the issue and disconnected the call in between and never called back knowing that the guest is facing major issues with the property,
By now i was done with my patience, oyo had not missed any chance to irritate me, and wasted an entire day of my vacation left unexplored waiting at the property, eating what we could manage to cook with the minimum utensils and kitchen equipment's.
I never thought oyo would leave me with such an experience. It wasted, my time, money, energy and left me to deal with the problems they created. Lack of ownership of problems, lack of empathy, poor hospitality had ruined my entire vacation.
Ritesh, we are middle class people and make such vacations once in a while to have good memories and have peace of mind before getting back to the hectic schedule, this vacation involves hard earned money and precious leaves. I have all the recordings of the conversation i had with the oyo customer care which clearly states, all they had a sorry against my problems. I'm afraid i'll have to seek legal advice.
I, hope you will read this mail and acknowledge the issues i faced, work on them and assure that it does not get repeated with anyone else ever.
Prashant singh,
[protected].
Was this information helpful?
Post your Comment