Oyo Rooms — Regarding uninformed deductions during cancellation and inadequacy or false busy status for support lines

I had booked rooms via OYO IVR line on the 12th of November 2021 for a stay at Jamshedpur from Dec 10th to Dec 17th under the booking ID AJMI1231. I had paid an initial amount of INR 3164 for the booking and as informed by the reservation desk the full amount was refundable if the cancellation was made on or before Dec 10th 9:00AM. Also at the time of booking I had confirmed from the agent as to whether I can call up the property manager and ensure my booking confirmation to which the reservation agent responded positively.

After the booking confirmation I had received the phone number for the actual property where the booking was made, which was useless and did not connect me through. I had taken individual effort to search for the property over the web and find its contact number. On calling up the property manager, the person declined to honor any pre-paid bookings made via OYO and that he would like me to have OYO and the property manager on a conference call to confirm that I would get a room.

Now I tried to reach the service desk which was again the same IVR with different options. However the service desk is always made to return that the technicians are busy. We are never allowed to connect to the service desk over IVR. Frustrated by this I tried to use the reservation desk option and get a resolution for my issue. To this the reservation desk kept transferring my call to the service desk which again gave an automated response that the agents are busy. I am not sure how the agents are busy, I have tried at 12:00 noon, 1:00AM early morning and even at 4:00PM. All times the agents are busy is the standard response for OYO support.

This is a pathetic gimmick played by OYO rooms. Next I go ahead with cancellation as I had no one satisfactorily respond or resolve my issue with respect to the booking. The cancellation was done via their online website which during the cancellation page clearly showed that the net refund amount is INR 3164 which is the amount that I had initially paid. Only after confirming the same (for which I have the screenshot clearly) I had proceeded to cancel the booking.

But to my astonishment the refund initiated was for INR 2765. I had to again get this clarified and this time I took their chat option route for which the agent kept stating that INR of 399 was against some subscription and that it is not refundable. I was never informed of it during my booking and neither was it informed in my cancellation page. In fact on the contrary it was clearly stated on the cancellation page that I would receive a net refund amount of INR 3164.

What OYO is doing is plain blunt robbery and customer mis-information. Also customers are not given adequate channels and immediate resolution to their issue after a booking is made, how ever booking/reservation IVR lines are always manned and answered within minutes.

Desirable resolution - is that I should get my money full back i.e INR 3164, and also additional compensation to the agony and pain I had to go through in getting this resolved. Also OYO should be mandated to have adequate and reasonably reachable support services to address consumer complaints which are in large numbers as seen from their twitter pages - https://twitter.com/OYO4U/with_replies

Summary information:
Date - 12th November
Client - OYO rooms - https://www.oyorooms.com/