[Resolved]  Oyo Rooms — Ticket ID [protected]

I called Agoda for booking a property - Capital O 10824 in Delhi to attend a family wedding function for 10th Dec'21 and they said that the room is not guaranteed through Agoda.
Then I reached out to OYO and was confirmed over call that this booking will be final and would not be changed/cancelled, post which I went ahead booing 4 rooms with OYO. On check-in date, 10th Dec, 21, I got a message that my booking has been moved to Oyo flagship 47987. This message was received at 2.49 pm(after the check-in time) and this happened without my consent. This was the most horrible situation I could have been in. 11 members of my family who were to stay in these 4 rooms were at the Hotel with their bags, waiting for check-in to happen. I was on call for over 2 hours with OYO to request them that I want to stay in capital ) 10824 property only as all my relatives were staying there for 2 days for the family function. Eventually I did not stay in Oyo Flagship 47987 and asked for my refund of INR 11997.
In a few customer case calls was denied the refund and when I raised a written complaint on this platform, I got a call about refund being initiated. Below is the mail received on 19-12-21 and it has been more than 14 working days and I still not received my refund. How can a organization not adhere to the timeline that they themselves committed. When I raised a complaint about it, they said that there was an internal issue and shared the same mail on 3-01-22 again stating the same TAT. Also, the executive said that the refund will be processed within 4-5 days(whereas the mail said 7-14 working days) It is unbelievable that instead of making the process smooth, they are making me follow up and not adhere to the timeline and still not process the refund, not only this, their team is giving false commitment on TAT? I am done with this experience that I have gone through. INR 11997 is not a small amount and it has been stuck with OYO for over a month. Never in my life I had such a pathetic experience, with the booking, stay and refund.
I demand a compensation for additional INR 11997, over and above my refund for the false commitment and miserable experience I have had for over a month!
Mail screenshots attached for reference.
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Hi,

Hope you're keeping well.

It was a pleasure talking to you earlier. You'll be happy to know that we've resolved your concern regarding Check In Issue : Property Blocked/Closed

As per our telephonic conversation refund initiated from our end of Rs.11997 . It will reflect on your source account within 7-14 working days. For any further queries, you can call our 24x7 customer care number-[protected].

Post this email, you will be receiving another email asking for your feedback basis the resolution provided by our executive. Your feedback is extremely important for us. Do let us know what you think!

For ease of your convenience, you can now easily modify your bookings, know hotel policies, get resolution for escalations and claim refund by clicking on Need Help on the OYO app.

Here's looking forward to more comfortable and sanitised stays in the future.

Regards,
Sangita bera
Guest Experience Team
OYO
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