Oyo Rooms — worst service and cheating customers

Hi,
This is Mano Prabha. We have booked a tourist package through OYO. The booking ID is TH-KFGI4844.

We have faced lot of issues. Below are the list.

While booking, the sales person alloted to us is Ms. Jeevika Sharma (mobile - [protected], email - jeevijasharma.[protected]@oyorooms.com).
The committed package is for Rs. 52500 which comprises breakfast and dinner in the hotel stay, hotel is Prazers resort, goa. Check in from Aug 12th 2019 morning 7.30 am and check out is on Aug 16th morning 10.30 am. Breakfast is from Aug 12th to 16th.dinner is from Aug 12th to 15th. Then the package includes all 5 days sight seeing with private vehicle for all 5 days. Sight seeing includes North goa, South goa, vascoda gama (includes naval aviation museum, arvalem waterfalls, corjuem fort and Cortalim jetty), champion Island with lunch and activities, mahavir wildlife sanctuary with jeep safari.

This is what is agreed and the sales person attended the calls and replied to messages then n there untill I paid the full amount.

After the full amount is paid, before the day of travel that is on Aug 11th morning around 11.30 am, I got call from Jeevika's mobile number but some other person, I think Anand apoke with me. Saying that they will not provide us dinner, instead they will refund us Rs. 5000 which is dinner cost. I agreed for that.

Then they asked new go ahead mail. I have received the mail, in which dinner was removed from inclusions but the amount was same as Rs. 52500.

I replied to the mail requesting to change the amount to Rs. 47500 which we have agreed. And asked about the refund too.

I have received another mail in another 1 minute itself in which amount got changed to Rs 47500. I replied go ahead to that mail checking only the amount.

But without informing me, Jeevika has removed the word naval aviation museum from day 4. This she didn't inform me. Since I asked to change only the amount and I have received mail in another 1 minute, I didn't check rest of the things because of the trust I have in OYO.

But, she cheated me. I never expected this kind of cheating from OYO.

And on Aug 11th night ariung 8.30 pm, I have received call from Jeevika saying that they won't provide dinner and also they won't refund the amount of Rs 5000 which was agreed earlier.

When I asked the reason, she said that they have booked one driver and in last minute the driver didn't come. So, they want to change the driver, which cost them additional. But that is not my problem right. I asked if any last minute changes I do in the agreed package, will oyo team will agree. I got the reply instantly as NO. Then how come you can cheat us in last minute that too before 1 hour of travel starts.

This issue was going side by side, but still the journey started.

I didn't receive the final voucher yet also I didn't receive the driver number also.

I was keep on calling Jeevika since she is the only contact person I know. But as usual she didn't pick up. I called to customer care and started raising the issue that I didn't receive final voucher and driver number. In parallel, I was messaging Jeevika on the refund issue too. Around 11 O clock I have received call from driver.

We have landed in goa airport on Aug 12th morning 6.30 am. Cab was there. We went to hotel.

Hotel people were saying that they didn't get information on early check in and breakfast on Aug 12th. I called to Jeevika. After half an hour she picked up when I called from different number. Then she said to hotel people about early check in and breakfast.

Hotel people allowed for early check in the after a waiting time of more than one hour in lobby with my child of 3 years, infant of 5 months and 2 senior citizens and other elderly people. But still they were saying they didn't get information on breakfast on Aug 12th. Again I keep on calling Jeevika, she didn't pick up the call at all. I tried reaching her till 10.30 am. Finally breakfast time got over. We didn't get breakfast as agreed.

Then rooms were really worst. We have changed 3 rooms. Not even a mirror is there in any of the rooms. Water is coming from the floor, water is not coming from bathroom pipes, buckets were broken, no filter was there in AC. Lot many problems were there in rooms too. Not at all satisfied with the hotel. We booked 3 rooms with 2 extra cots, but extra cots were not given. In the first day night only we got that too only one. Till last one more extra cot we didn't get at all.

Still we started 1st day sight seeing to north goa.

Kindly note, still I didn't receive my final voucher at all.

I keep on calling Jeevika and messaging her. Since she is not picking up the call or replying to messages, I started calling customer care.

Raising concerns for refund and requesting for final voucher. While day I was with phone talking to oyo customer care. Everytime some new people will pick up and I had to explain the entire issue again and again. Still I did.

While escalating to next level, a person called sajan came into picture on Aug 12th evening around 7.00 pm. He asked the whatsapp chat proofs with Jeevika regarding early check in, breakfast on Aug 12th and the refund. I have shared everything to sajan in his whatsapp number ([protected]). Also I have requested for final voucher too.

He told he will be resolving the issues soon. And asked to call to him in case of any issues we face in this trip.

Then Aug 13th from morning itself I have started chasing sajan requesting for voucher, refund and also ensured for rest of the 3 days trip.

Suddenly sajan called and told day 3 is leisure and that is how Jeevika has informed. I told that not even a single word is there in the iterenary as leisure. Because my very first requirement is all 5 days sightseeing only. He called me again and asked for new go ahead mail in which day 3 is mentioned as leisure. NOTE, This is happening in 2nd day of trip. on the fly, simply changing whatever has been agreed before. Then saying 2 days we can't go for south goa. I said only 2nd day is south goa 3rd day is different places and cab is agreed for all 5 days. I have refused to send go ahead for day 3 as leisure since that was not agreed. Then I have shared mails and chats with Jeevika Sharma on day 3 part to sajan. Later sajan confirmed that day 3 sightseeing is there with cab as agreed. After long conversation, I got that confirmed.

Then sajan told jeep safari is not included in package. Again the conversation started and shared chats from Jeevika regarding jeep safari. Then sajan confirmed that jeep safari is there.

I have requested for voucher with all details in that.

Then on Aug 13th evening, sajan called and said regarding the refund part that only Rs. 4500 can be refunded instead of Rs. 5000. Finally I agreed for that. And asked for confirmation mail. Sajan said he will send and also said the driver is different for tomorrow. But I didn't receive the confirmation mail regarding the refund or the voucher or the driver details.

Aug 13th night, I have messaged sajan also called to customer care for driver details since we need to start next day morning for sight seeing. Then in mid night, I have got the details after so much of calls.

3rd day, that is on Aug 14th we have started. Still I didn't receive refund confirmation mail not the voucher. While starting itself, the driver said the cab has booked only till 6 pm. But I was informed by Jeevika Sharma that cab will be available till 8 pm. Again I called sajan and said this. Then he spoke with cab and informed me that cab will be available till the time you complete sight seeing.

In thst day, as per the iterenary 3rd place was naval aviation museum. But driver said that it is not included. I again contacted sajan and said this. Only that time sajan said that in my final go ahead mail, it was not there. Then while checking my mail chains with Jeevika Sharma, I have identified that she as Removed that without my knowledge as I stated above in this mail.

I informed to sajan about this and said because of the trust I kept in oyo, I didn't read the entire mail everytime. Coz I have requested to change only the amount. From that time sajan stopped replying to me and stopped attending calls too.

Sajan told that till the time we were in this trip, I can contact him for anything. But after this he stopped responding. We were waiting in place 2, arvelem waterfalls and waiting for someone from oyo to help on this issue. But Noone. Calling to customer care. But everytime, one person is picking and I have to explain all these and I didn't get resolution. Then this issue remains unsolved. The driver was asking Rs. 2000 extra if we want to visit naval aviation museum, which was actually present in the iterenary. Then we didn't go at all.

Again I started requesting for voucher and refund confirmation mail through customer care. Finally I got the refund confirmation mail on Aug 14th for Rs. 4500. Then got voucher too.

But in voucher, for day 5, for jeep safari it was mentioned as direct payment basis. Then, I replied to the mail stating that jeep safari was already included in the package and in the go ahead mail there is nowhere mentioned as direct payment for jeep safari. I didn't get any reply mail.

I started chasing customer care and escalated to some senior person. Finally I got call from garima saying that she is my package relationship manager. I explained to her the same. No more calls from her again. I got call from Harshitha stating that she is also package relationship manager. Again I had explained the issue to her. Then called to customer care multiple times on that day to get the issue resolved. Pinged to sajan through whatsapp. But no reply.

Finally on day 4, that is on Aug 15th morning, I got call from Harshitha saying that jeep safari is included in the package.

On day 4, as per the iterenary, champions Island and Miramar beach were there. But the driver said that oyo has instructed to only drop and then pick up from that island trip and no other. This he told only on 4th day morning. Again I called to customer care, but couldn't catch any of my spoc.

Finally, without any resolution, half a day gone and we have started to champions Island that is champions hatch club. Even on that day, after so many calls to customer care only I have got the contact person's number.

There we were playing all games and finally went for banana ride in which myself, my sister, my husband and other couple went. After we fell down, from the boat, a person thrown the rope. My husband catches it and my sister was holding my husband's hand.

Suddenly the motor operator of the same boat has started the boat without noticing that my husband and sister were there. Boat hit on them and dragging to the middle of the sea crossing a cruise too. Both were shouting. But not even a single person from rescue team went.

After around 15 minutes, one guy went in jet ski and saved both of them. Whe crossing the cruise, a boat operator is taking video of them while drowning but didn't took a step to rescue.

If anything happened to any of the life, will oyo can replace the souls????

Such a bad security and rescue team. That day 2 life's were saved just because of God's grace.

We returned with hard hearted.

On day 5, that is on Aug 16th morning, till the time we start I didn't receive the contact person of mahavir wildlife sanctuary. I was keep on calling customer care. That time, I got call from Harshita who has confirmed about the jeep safari the day before. The same person this time just before we start said that government has stopped jeep safari due to rain. Even on that time I said I didn't see any such information. Anyway I will call after reaching there. We have already paid for that. If at all jeep safari is there, kindly arrange it.

After reaching there, the forest rangers said that jeep safari is there and it costs Rs. 1500. I called to customer care and asked to connect Harshitha, but she was not reachable. We were waiting for call back from her for 1 hour, but I didn't get any calls in that 1 hour. Again we missed that jeep safari and started back.

These many issues we faced after booking the package with oyo. Especially during the trip, On the fly so many changes were told which was not agreed and for everything I fought and got few thing, few other oyo has cheated.

Is this the service oyo is giving???
I see planned cheating in all these incidents. In the entire trip, I was on the call and didn't enjoy the trip.

OYO leads me into deep depression because of the above said incidents. And oyo is responsible for all these. If anything happens to me because of this depression, oyo is the only soul responsible.

Hope oyo will resolve this. If not, I am ready to go to any extent where I will get proper resolution.

If this is not the correct mail to raise the concern, please let me know the correct one.