Oyo Rooms — Refund on cancellation

Address:

OYO TOWNHOUSE 013, NEW FRIENDS COLONY

Dear OYO TEAM

This is with regard to my booking made at OYO Townhouse 013 New Friends Colony on 2nd of sepetember 2021... i was told over phone by miss naina, that she is confirming a room on the 3rd floor which is a spacious room with a good balcony space and a LIFT ..so in good faith in your name, i made an online payment from my paytm upi account..

However when i went to the hotel, a room on the 3rd floor was not available. only a closed room on ground floor was available, which was not to my liking, as i had specifically mentioned i wanted a room on height with open balcony space, which WAS PROMISED to me while BOOKING... Though after waiting for 2 hours and contacting your oyo team on customer care numbers with all efforts in vain, the hotel staff told me one room got vacated on the 3rd floor but there is no balcony and the lift is NOT working currently... As i have knee issues, i could not climb stairs... hence i did not check in the hotel... and asked them for a refund..

The hospital staff told me they cannot refund the money, i will have to contact customer care, or cancel my booking in the oyo app.. so i did as they suggested... when i cancelled my booking over phone and in app, they said, the amount would be refunded in 7 to 14 days...

Now its almost 20 days, but i have not received my refund till now

I even contacted your customer care number again and they made me wait for 40 minute over the phone saying that they are processsing my refund.. but at the end of 40 minutes, they disconnected the call and nothing happened.. the next time i called, someone else picked up the phone ... and kept tranferring the call with all efforts in vain...

i am feeling extremely harrassed...so many hours of my precious productive time is wasted, so is my mental peace, wasted expenditure n travel to and forth as well... i had chosen you over so many hotels in delhi... however i am extremely dissappointed with your hospitality... should i never choose oyo again??? i had cancelled my booking due to deficiencies in your promises and non availability of services in your hotel, which were promised...

I had specifically mentioned that I do not want a ground floor, and only the highest floor while booking and if only ground floor is there then I do not want to make the booking.. but I was assured that 3rd floor with balcony and lift is there... but that was not the case when I reached ...

i wrote a letter to the hotel staff as well, they also wrote and requested for refund, and i have and am attaching copy of the same for your reference...

Requesting you to please consider the matter at the earliest, and process my refund.. my booking ID was AX6Z2239...and amount was Rs 1492

Looking forward to hearing from you soon..

Please do the needful at the earliest..

Thanking you
Yours sincerely
Ridhi Arya