[Resolved]  Oyo Rooms — rejection of booking on arrival with illogical and insensitive reasons

Address:

Kolkata, West Bengal

Hi,

I booked oyo rooms with jmc inn, booking id (Yhtp6347) for two days stay in kolkata for my visa appointment. I was travelling with my 55 years old mother. After 8 hours train journey and 2 hours cab we managed to reach the hotel, but the manager and owner rejected our booking on the spot itself. I provided my voter id card as proof and my mother is an administrative officer working with odisha state government, so she provided her identity card (Govt issued, sealed and govt logo). But they rejected my mother's document and demanded for passport. But she has been travelling all around india, with hotel and flight bookings with the odisha state government issued identity card. Had it been mentioned in bold and clear in the booking details that "we need passport only as proof" we would have bee more cautious. Secondly, we told them that we know nobody in kolkata, as we belong to other state, and requested to provide the passport scanned copy by email right away. But the manager rejected the booking out rightly without minimum etiquette of saying "we are sorry" the owner sitting there, didn't come to talk to us either. We were left at on the streets and have to find another place to stay on our own. Next day i got a sms from oyo saying that - "booking canceled because i did not check in". I myself working in client management managerial role in paris and i know how to deal with customer problems better. Hotel business can only grow with cordial customer services and good feedback and returning customer base. I was a returning customer (Booked 2times before), but i have changed my perception about oyo rooms now. I want oyo to make the hotel send an apology letter, give proper customer service training to its hotel partners or cancel the partnership itself. And explain them the importance of "email services", if the guest is missing some documents. Even the vfs kolkata is more lenient in providing visa services then a mere hotelier.