[Resolved] Oyo Rooms — Oyo will ditch you at last minute and downgrade your booked hotel

karanj07

from Thanesar, Haryana

Address:	Gurgaon, Haryana
Website:	oyorooms.com

I was a new customer at OYO and I booked Premium Grand Stay hotel in Manali through OYO website on 22 Dec 15 and the booking dates were 25th Dec 15 to 27th Dec 15.
My Booking id is BRGA5087 and the Booking amount was Rs.[protected]discount) = 5798

On 24 Dec 15 just few hours before leaving for my trip I was notified that the booking hotel has been changed to Simsa Resort, Manali due to non availability of rooms at Grand Stay.

Firstly the initial hotel that was booked(Grand Stay) was still showing on their website even after cancellation for the concerned dates but at increased price which makes me question if their non availability claim was genuine

Secondly I was told by their customer service that my hotel has been upgraded. Instead upon checking on their website the booking amount for Simsa resort was showing at Rs 3998 for concerned dates. On top of that its location was far away from the main town for which I had to hire a taxi for every commute.
Clearly this is not upgradation by any calculation and feel I have been robbed of my money.

I seek a fair compensation for overcharged amount[protected] = 1800
I called them and emailed them but they would just ignore your concerns. They have no refund policy.

I have read similar compaints against OYO on this portal and their negligence for any fair grievance redressal.

My advice to other users - don't use OYO especially for last minute booking - they will leave you stranded. Local travel agents provide much better service.

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Complaint marked as Resolved

Verified Support

Jan 06, 2016

OYO Rooms Customer Care's response Dear Guest, We are appalled to know about this. We are working hard to deliver great customer service each time someone visits an OYO. It is rather embarrassing to know about this issue happening to one of our early and loyal guests. Rest assured, we'll investigate and solve the issue leading to this. Our customer experience team will very soon get in touch with you regarding this. We promise to deliver an amazing stay experience, the next time you stay with us. Thanks for your patience. Team OYO

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Comments

karanj07

from Thanesar, Haryana

Images were not uploaded properly. Re-adding them. These screenshots were taken shortly after my hotel was changed by OYO

karanj07

from Thanesar, Haryana

Ok so the OYO team called and have provided me a gift voucher worth Rs1500 for the next stay(valid for next 6 months).

Well atleast they take their online complaints seriously and made the effort to reach out. But I would like to say that as a paid business model, If you are not able to provide better or equivalent experience to the customer for the price he has paid for, then there must be some refund mechanism to regain his trust. Otherwise you are putting your credibility on line. Apologies and coupons will only work in some cases.

When I asked what would be the best way to use OYO service for future bookings for hassle free experience they couldn't provide a satisfactory answer and said they are still working on their technology to minimize inconvenience to the users.

According to them the factors contributing to hotel industry are very dynamic so the prices and availability is increasingly difficult to monitor. This only means that their service is not 100% reliable.
So as a user, next time you use OYO service you have to ask yourself - "Are you feeling lucky today?"