[Resolved]  Oyo Rooms — oyo flagship 30720 hotel grand casa, edappally, ernakulam, booking reference - dpvn3869

Following our stay in your hotel on the 1st of June 2019, I regret to say that it was most unsatisfying and frustrating and left some very unpleasant memories. I need to know from you what steps you are going to take for the following discomforts my family members and myself were subject to during our stay there:

1) Poor Customer Service – as an example the employees at the reception kept promising that we would get tea in 10 minutes when we arrived there in the evening of 1st, but the tea never arrived even after 1 hour. If your employees, had been frank and told us if this was not possible we would have made alternative arrangements. This for me is a question of integrity
2) There was no drinking water in any of the 5 rooms that were booked . Why was this the case?
3) There were no kettles in the room to even make something basic as a cup of tea. One kettle was provided after repeated requests, in the night.
4) There was no hot water in any of the toilets for taking bath even after insisting on this with your staff the previous night
5) Unpleasant smell from the bathrooms
6) There was no telephone directory in any of the rooms which would have told us which number we had to call to contact the reception.
7) You promised free wifi and the wifi password was provided, but we could not connect and the explanation provided was that the server was down
8) Poor maintenance condition of the rooms – one toilet seat was wobbling so much that it was hard to sit on it. One of the rooms had the wall skirting fallen off.
9) You promised free breakfast but there was no proactive arrangement made from your side and based on previous day’s broken promises we had lost all confidence in your words by that time
10) There was no timely response to our request for an extra bath towel


Your hotel is not something I would recommend to anyone based on the above issues that we faced during our stay there.
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Jul 25, 2019
Complaint marked as Resolved 
OYO Rooms customer support has been notified about the posted complaint.
Verified Support
Jun 17, 2019
OYO Rooms Customer Care's response
We always strive to deliver the best service to our customers and a sincere apology if you have not been satisfied with your experience. Please give us some time to review your case and we will get back to you soon with an update. Appreciate your patience.
Verified Support
Jun 20, 2019
OYO Rooms Customer Care's response
We really apologize for the trouble caused to you. We assure you such instances will not be repeated in the future. Let us know if you need any further assistance.

Regards
Team OYO
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