[Resolved]  Oyo Rooms — oyo flagship 18999 prakash continental hotel - facility did not had elevator as I was travelling with patient

Address:

Hyderabad, Andhra Pradesh, 500008

Hello Team,

BOOKING was done for Booking ID: YNXR0762 was done on 6th June 2019. While booking there was no information that Elevator (Lift) is not working or it is not available for occupants. While booking I have clearly mentioned the reason for visiting Delhi and also booking the room with OYO. I was travelling with a patient and visited Delhi for doctor consultation.

How can a patient use steps to get into rooms. This information was not provided at the time of booking or after booking. When I have called Prakash continental hotel to keep the room ready as I was on the way to Hotel. I was informed that Elevator (lift) is not working and there are no rooms available in ground floor that can be occupied. I was informed by Prakash continental hotel guy to call customer care and request for change in facility.

My concerns are:

1). I have done the payment for the booking of (OYO Flagship 18999 Prakash Continental Hotel ) - Booking ID : YNXR0762 . Why this is not adjusted towards the change in hotel or facility. I have done the payment to OYO. I am yet to receive the refunds.

2). I was asked to change the facility as hotel is not able to provide the basic amenities in a 3 star hotel as shown in OYO. Why i should take the burnt of losing 50% of the amount i have paid in advance.

3). Customer care number was getting disconnected multiple times and every time i have explain the entire thing. Customer care is not able to address my concerns at all.

4). When the second booking as in process Fly INN hotel, customer care executive was not able to initiate the refund and was informed to call back for escalation to initiate the refund process. Tried multiple times to initiate the refund process without success.

TILL DATE I DID NOT RECEIVE THE REFUND AMOUNT. IT SHOULD BE 100%. WHEN CUSTOMER WAS FORCED TO CHANGE THE FACILITY BECAUSE OF LACK OF BASIC AMENITIES AT THE HOTEL AND CHANGE THE HOTEL AT 11TH HOUR. ENTIRE AMOUNT THAT IS PAID SHOULD BE REFUNDED.

IT LOOKS OYO IS TRYING TO EARN BY MAKING ITS CUSTOMER CHANGE THE FACILITY AT THE NTH HOUR AND TAKE 50% FOR PROCESSING THE REFUND.

VERY UNPROFESSIONAL AND PATHETIC CUSTOMER SERVICE.

Total payment to be made - Rs. 3982