| Address: | Gurgaon, Haryana |
| Website: | www.oyorooms.com |
Dear OYO Team,
I do not know if I should go about calling you incompetent or or just plain *****. You people sabotaged my Valentine's Day Weekend.
OYO was recommend to me by a group of friends who had stayed at various properties on your list. I checked out your website and downloaded the app. And guess what I found the perfect place I wanted to be (Booking ID: CITO6423). The website and app claimed of the property having a swimming pool in a luxurious duplex apartment complex with almost everything you could ask for. The next day I reeled in another couple and did a booking for them as well at the same property (Booking ID: XPYU1953). The Check-In date was the 13th of Feb, 2016 and the Check-Out date was the 14th of Feb, 2016. [Both bookings were done using the coupon code OYO30 - instead of OYOAPP50 for a first time booking through the APP, since you did not inform me until I had called your customer care and your computer sent a generic feedback message, to my phone, with the code.]
We were planning of having a fun time together while getting away from the busy schedule of daily lives. Like on 13th night, we'd go out have some dinner, some wine, get back to the apartment, relax in the pool and have a great night with our wives. While planning out the itinerary, we were posed with the question if there were any specific timings for the pool access. This led me to contact your customer care and in turn contact the property manager, who confirmed that they do not have a pool on the property. This is where things started getting interesting.
After the call with the property manager, the line got disconnected and I called your customer care again and explained my predicament. The agent promptly checked with the property manager and confirmed my query about the pool. When I asked the agent to provide me with a solution for this he said that he will look for any other property with a pool facility and placed me on hold for quite sometime before getting back to me and telling me that they do not have any available rooms on properties with pools on the above mentioned dates. I reverted back stating that OYO needs to do something about this situation.
The agent simply kept apologizing rather provide me with an alternative and finally the agent asked me what I would want OYO to do for me. My suggestions were
1. Upgrade me to a premium property for the same amount of money that I had done the booking - [Which the agent denied since this was a discounted booking and nothing could be done about it].
2. Provide me an option to book the same property through my APP and use the code OYOAPP50 - [Which was also denied since the first booking had already been done through the APP].
Since both these suggestions were not complied to, I asked the agent what OYO could do for me and the agent offered me a lousy Rs.500/- coupon for my next stay with OYO. I responded that, "I haven't even stayed at any of your properties and this is the treatment I get. What would you have done if I had gone to the property and then found out that it has no pool? I would've been asking for a refund from you, but I'm trying to sort this out amicably, so you need to fix this." The agent suggested nothing and then I asked him to escalate the issue to the Senior Management/ Escalation Team.
The next day I get a call from the Escalation Team (hereby known as ET), and they confirmed my booking and verify my details and also confirmed the issue at hand. The ET rep was kind enough to try an find another location which was of no avail. The ET rep then asked me if I had any property in mind and that OYO could try and accommodate me there. My friend had suggested a place where he had previously booked a room and enjoyed it since the property had a Jacuzzi and a Rooftop Bar. I described the property to the ET rep but the ET rep was unable to identify it and so asked me to get the name of the property and call back.
I called back the next day (which is Today - 11th Feb, 2016) and the customer care setup a call back from the ET rep. I gave the name of the property I would like and after checking for availability the ET rep, again apologized that there were no rooms available at that property for the above mentioned dates. When I had done my first booking, I had shortlisted this property that I just mentioned and the rooms were available then, but due to lack of a pool I booked the other one and the whole fiasco began. The ET rep suggested a few other properties to me which are not upto the standard of the one I booked or the one I want. So I declined on all the offers put forth to me.
This the first and last time me or my friends will ever use or recommend OYO to any one and we will also discourage everyone we know from using your service since you did not provide any solution for our problem. Had this been my fault I would have shut up and given you guys a good review. But in this case I am on the losing end here, I've lost a great weekend with my wife and I've lost my peace of mind due to your incompetence. To top it all off I've had to cancel my entire trip to Bangalore as well, since all the places are very pricey for this weekend and things won't stay in budget.
So once again Team OYO, all the degrees from Tier I colleges/universities like IIT, BITS, NIT, and so on or MBA's from Tier I Colleges, are not going to be of any help if you cannot service your customers well or provide them with apt solutions to their problems. You are one of the worst service providers I have seen and my deepest suggestion would be to close up shop and go home, because although your people have brains, you've got to learn to empathize and do something about it.
Go Home!!
Regards,
Mr. Mathew
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