Oyo Rooms — svln8109 phone expenses claim

Dear Sir / Madam,

I am writing to you to raise an issue about: OYO Rooms

The issue that I have experienced was: I had a reservation for 5 nights and as I had seen in reviews of other guests that the accommodation did not have a front desk and had problems with the access code to enter it. So I contacted a week before my arrival to ask for the code and I was told to be patient, that they would provide it 2-3 days before my arrival. When those days arrived I still did not receive any code and when I claimed it again I was not answered by the channel previously used or by mail so I proceeded to phone the number provided to check that the number was offline.
In the absence of answers, the same day of arrival at the accommodation, I called a customer service number that appeared on OYO's website in which I was told to wait at 14:00 h to receive by email this code. That email never arrived. I called again and then they told me that I had to wait until I was in front of the accommodation to demand it. After expressing my surprise at the request, I did not call again until I reached my destination. Then they had me on the phone passing from one person to another until they finally told me that there had been a problem with the reservation and that I should cancel it through the agency that had made the reservation. They didn't give me any more explanations. The real problem was that this apartment was occupied by other guests as I could see by ringing the bell.

It occurred on: 25/06/2019

This meant that apart from the displeasure caused, I had to make several phone calls with a total cost of 90, 55€ (At the current exchange rate, this amount corresponds to £82.30)

After contacting them for a refund, they told me to send them an email with the invoice and the bank details where I wanted to receive the transfer. I have not yet received any response to several emails asking about the case.

I would like them to make a transfer of that amount as well as an apology. All this case would not have had with a correct communication from the first moment.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Gaizka Martin Gorordo

Reservation or booking reference SVLN8109
Hotel name or location OYO Home 127 Lower Marsh
21 Lower Marsh, Lambeth, London SE1 7RJ, United Kingdom