[Resolved]  Oyo Rooms — refusal to refund money

I have booked an online oyo hotel in guwahati (Booking reference no. Okjs1275) vandana hotel on[protected]. I had reached the hotel at about 18.30 hrs and the hotel a room (No 422or 424, i don't remember exactly) at about 18.50 hrs. Along with the hotel boy (With luggage), we entered the room. The room was poorly lit and dirty. I checked the condition of the toilet. There was no light. The boy tried to put on some switches on the board but the light was not glowing. The switch board was also partially broken and the wires were visible. With mobile light, i checked the bath room and toilet condition and found the toilet commode (Indian) was broken one. I went back and reported to reception counter, returned the key and asked him to allot another room. He told me that no other room was available. From him i got the number of oyo customer service and contacted him and explained him all in details at 19.08 hrs. He told me that he can cancel the booking and the money will be refunded after two days. Alternatively he suggested that he can provide another a good room of 5 star category in vandana classic cost of which is rs 4300 but at a discounted rate of rs.1390. I agreed to this. He send me a mail at 19.14 hrs. About booking of tlxu3597 in vandana classic. (Please note the booking in vandana classic is not made my by me but the customer care of oyo itself). Later i found hotel vandana classic is same as hotel vandana. I approached the reception counter and told him that oyo has re booked my stay in vandana classic and tried to show the email sent by oyo. With out looking at the email, the man in the reception counter told me that no room was available in vandana classic and asked me to talk to oyo. (These incidents can be verifiable from cctv footage and from voice records of my telephone conversation with oyo). As per my mobile records i made 7 attempts to call oyo but the calls were getting disconnected immediately after getting connection. I had no other alternative but to book another hotel near by.
I contacted oyo several times for the refund of money and received emails from one gurleen (Gurleen_ 451829_ tm) and one nancy verma (Nancy_ tm_ 47883) that the matter was escalated.
I received a call from oyo customer care on[protected]. He put the phone on hold for 15 minutes to say that refund is not admissible. When i asked him the reason, he repeatedly said sorry but and could not give any reason. When i confronted further he pretended that he was not hearing my voice and put down the phone saying there is no response from me.
There after i have sent three email to nancy verma to explain the reason why the refund was not allowed. Oyo did not reply to my emails.
The matter may be taken up with appropriate authorities for the refund of money.
Regards,
Kn pillai
[protected]@gmail.com
[protected]