Oyo Rooms — refund committed but later rescinded by experience managers

I checked into my booked property (Please check details for mr. Aditya vikram hari) on[protected], having paid a sum of rs 10, 500 (Approximately) for 7 nights. Upon reaching the property i was extremely dissatisfied with it's condition, the way the rooms were maintained and the lack of network connectivity within it's walls. I immediately informed oyo and asked to be shifted to a flagship property (Over a few calls, where i had to keep explaining the problem to different managers). Finally, i received a call from a guest experience manager saying that i could shift to my desired property and that i would not have to pay the tariff differential (I asked him twice over the phone, which i'm sure is recorded and saved on your servers). I checked in to the new property hotel jayshree on the same night. When i was checking in, the employee at the reception informed me that there was a balance amount pending. I informed him that it would be sorted out with oyo and it would be resolved at the time of check out. Subsequently i moved in to my room, and stayed for a few nights. Although my initial booking was for 7 nights, due to developments on my company's end, i had to travel on the 28th, zomato so i modified my booking by reducing it to 6 nights instead of 7. On the night of the 28th, i had invited my friend (Female) to stay with me and informed the reception that i would pay the charges for an extra person for that night. I was harassed continuously by the employee at the reception who informed me that it was impossible to modify the booking. I placed multiple calls to customer service who placed my call on hold for long periods of time, and finally one agent confirmed that my booking had been updated. I passed the phone over to the employee at the reception (Mr. Naveen singh) and he spoke to the experience manager and confirmed that it would be modified. Despite having received verbal confirmation from oyo, he still kept me and my guest waiting for over an hour and a half citing technical reasons such as "the booking has not been updated in our app", "there is an unpaid amount in your bill", "i cannot allow your guest upstairs because she is a lady", "there is a policy that we cannot allow you to go up without the booking modification"etc. He kept us downstairs in the lobby for almost 2 hours, while we tried to explain to him that technical issues should not be taken as grounds to make the customer suffer and that the problem was on oyo's back end and operational in nature. We reiterated that he had spoken to a guest experience manager from oyo who had given him verbal confirmation of the modification, and that he was inconveniencing us only for his personal reasons. His behavior was extremely disrespectful and rude. Finally, after 2 hours of waiting and arguing we were allowed to go to our room. When i was checking out the next day i. E.[protected], i saw that the pending amount was showing as rs. 6, 500 (Approximately), and i called up customer support to see what had happened. I was contacted by a ms. Minnie (Guest experience manager) who told me that when my booking was modified, it was made to a double occupancy for all 6 nights instead of just the 2 nights. Moreover, she said that it was a mistake and they would try to fix it. She called me back some time later telling me that if i paid the amount to the hotel at that time, it would be refunded to my account. I asked her for an email confirmation of the same and she sent me an email confirming that the amount would be refunded. After i paid the amount at the property, i received an email telling me that the refund would not be processed. I replied to the manager and said that i was not supposed to be paying extra tariff differential in the first place (Based on the commitment at the time of shifting properties), i only agreed to pay the excess charge for the guest for 2 nights but i received no response. I have been cheated and taken for a big ride here by both the employees at the hotel and the experience managers at oyo. Use your recordings, build all the facts of the case and analyse it for yourself. Please allow me to restore my faith in oyo, and not resort to legal measured of redressal. My contact details are given below:

Sincerely yours,

Aditya vikram hari
Mob:[protected] (India)
Mob:+[protected] (Hong kong)
Email: [protected]@hotmail.com