OYO - Consumer Complaint against OYO for

I Nagaraju Katkam, booked OYO Room using registered mobile is ********** for myself on **/**/**** for one day stay from ** Dec **** **:** PM onwards till **:** AM ** Dec ****, also made full payment sum of ₹****/- including discount if I make paying immediately through online channel ( original booking amount is ₹****/-). OYO has confirmed booking with Booking ID: PWO***** in the hotel OYO Flagship The Om Sai Residence at ***, Bali Seth Compound, Mahakali Nagar, Marol Military Road, Opp. Bharat One Garden, Andheri(E), Mumbai (Reception Contact: +************). When Booking ID is generated, immediately contacted the Hotel staff at *:** AM, unfortunately I was unable to reach the hotel staff. Then again I called at **.** AM for the confirmation whether they allow early Check-in is available, But Hotel Staff refused for Check-in even after Check-in Time stating that Rooms are unavailable and No One from OYO has confirmed booking with the Hotel Staff before confirming and generating the Booking ID. Hotel staff advised me to contact OYO for alternate accommodation.
Immediately raised the concern over using OYO APP, stating that I am having trouble with my booking and described that I am denied check-in at Hotel. Contact OYO on OYO Flagship The Om Sai Residence. OYO Support assistance recommended to Contact Customer Support Team on the given contact number. I have immediately dialled the given contact number and reported the trouble that I’m denied check-in at OYO Flagship The Om Sai Residence. OYO Customer Support Team put me on hold and verified with the Hotel staff, later OYO Customer Support Team suggested for shifting the booking with no cost, and provided multiple options, once confirm the choice among option, they again put me on hold to check with concerned hotel staff for booking shifting. I have been given *-* options, among which I given confirmation for at least * hotel, for each and every confirmation OYO Customer Support Team put me on hold to check with hotel staff for shifting. Every staff from the each hotel has denied the booking. Later I have been offered for refund, but I refused for refund, since I needed a hotel for stay, since I’m employed in IT Company which provide services according to United States working hours (i.e. Night shift in India) and I had worked in night shift from *:** PM ** Dec **** to *:** AM ** Dec ****. I was on call for more than * hour, and the OYO Customer Support Team has put me on hold and disconnected the call without any intimation. After which I tried to contact on the same number, I dialled for *-* times, but nobody received my call.

Hence, again I reported on OYO APP, stating that I am having trouble with my booking and described that I am denied check-in at Hotel, then OYO Support Assistance on the APP provided me different number. I dialled the new number and connected with new OYO Support Team staff, I have explained that I was on with one their team member, but they have disconnected my call and not attended my call when tried contact same OYO support Team staff by dialling *-* time on the same number. The new staff assured me that new OYO Support Team staff will assist me further. The new OYO Support Team staff also offered me shifting of booking from one hotel to another. Then the new OYO Support Team staff asked me how many persons are going to check-in, I said * i.e. myself. Then the new OYO Support Team staff offered me shift to another hotel and the new OYO Support Team staff put me on hold to check with staff. Then the new OYO Support Team staff confirmed that my booking or shifting is confirmed at Capital O **** Ashir Inn, Opp. Seven Hills Hotel, Marol Maroshi Road, Andheri East, Mumbai, Maharashtra India – ******, booking is done using new registered number as ********** in the same transaction (updated the mobile number to avoid inconvenience). The new OYO Support Team staff provided Booking ID – MA****** with no additional cost and provided Hotel staff number **********. The new OYO Support Team staff unable to transfer the booking and booking amount from previous hotel to new hotel, hence need to initiate for refund and assured that ***% refundable i.e. **** will be refunded. The new booking is costing **** but with discount it will cost me ****. To confirm booking OYO support Team staff asked me pay sum of ₹***. Then whatever amount will be refunded I have pay the refunded amount at the new hotel. I have asked whether I’m paying extra money than previous, the new OYO Support Team staff said no and confirmed that the new OYO Support Team staff already spoken to hotel staff. I have to make payment only difference amount sum of **** including discount. The new OYO Support Team staff confirmed that the sum of *** I’m paying now, will be adjusted in the total booking amount. I made paying using Google Pay and the new OYO Support Team staff said that I don’t need to pay any extra amount, with same amount by paying difference amount of **** will be given room for stay. And the new OYO Support Team staff said that they is initiating refund for previous booking which will be refunded within ** min for which the new OYO Support Team staff guided me with instructions to apply for refund. They the new OYO Support Team staff asked to be on hold and not to disconnect the call while the new OYO Support Team staff will initiate the refund process, then the new OYO Support Team staff put me on hold, all of sudden call got disconnected and I have not received any call back from any staff of OYO Support Team.
To call on **********, then press * then to press last * digit booking ID ****. When I called and following the instructions, it AI Bot assistance, responded that my booking under escalation. Later again called on the number and tried different way, new OYO support Team staff attended the call and explained the scenario, then they initiated the refund stating that refund will be credited in next *-** days.
I reached at the new Hotel with my luggage, Hotel staff was not at the counter. I have waited around * min. I informed crew that I have booked room through OYO in their hotel, and cam for check-in. then Hotel staff named Raza Kahn appeared at the reception after * min and refused for Check-in and to Check OYO only. The new OYO Support Team staff was not ready to provide accommodation. The Hotel Staff also made a call to OYO Area manager, exchanged some conversation. When I asked reason for refusal, the hotel staff stated that there are no room available and OYO has not communicated with him before confirming the booking or generating booking ID. Also informed that the Building is under maintenance, painting is in progress. The hotel staff also shown me the Hotel OYO Application that they have stopped taking booking from OYO.
Then again I raised concern over OYO APP, stating that I am having trouble with my booking and described that I am denied check-in at Hotel at Capital O **** Ashir Inn, OYO AI Bot assiant provide number, I contacted on given number. New OYO Support Team staff attended the call and I have explained the situation, OYO Support Team staff suggesting me the shifting from *nd Hotel to Thrid, initially I refused, then agreed to move. I have informed that to move from place to another I had spent almost ₹*** for transport and who will bear the cost, OYO Support Team staff has no response except apologies, I said that such apologies does not compensate loss occurred to me. Later she suggested hotels which are located in Goregaon. It was hectic for me to move from Marol Maroshi road to Goregaon with my luggage, I had to spend more than *** for transport. I refused to go to goregaon, then OYO Support Team staff suggested from refund. I have said that since morning around **:** AM, I am on the streets moving here and there for past * hours, now when I needed room for stay and they not giving proper service instead offering me refund. I asked the OYO Support Team staff to connect me with they Reporting Manger or Senior, they said that Senior unavailable at that time. But they can arrange call back within * hours. I agreed for call back from the Senior staff of OYO, but I have not received any call from the Senior Staff till now.

I have been manipulated by every OYO Support Team staff whom I spoken, I have the recordings of few conversations and I can produce whenever needed.

Incidents that are either brought inconvenience or manipulated by OYO Staff.
*. I was denied Check-in at the Hotel OYO Flagship The Om Sai Residence l of very first booking despite paying full amount.’
*. I was give options for stay in alternate hotel by OYO Support Team staff, but intentionally disconnected the call and not made any call back in return. Instead not received my for call in several attempts.
*. I have manipulated regarding Refund process and Amount of New room booking in second hotel (i.e. Capital O **** Ashir Inn).
*. I have been denied Check-in for second time at Capital O **** Ashir Inn.
*. I have been offered third shift from second hotel to third. When I refused based on the distance, I have been offered refund.
*. OYO Support Team staff have assured call form Senior staff within * Hours, but I have not received any call back till date.
*. Neither OYO have verified my check-in nor followed up. Also no call from Senior staff or manager.
*. I have not received refund of rupees *** which I made for confirming the booking at second Hotel (i.e. Capital O **** Ashir Inn)
*. Throughout this entire transaction I have been ill-treated and manipulated by Hotel Staff and OYO Support Team staff.
**. I was on streets for almost *hours chasing for room/accommodation for stay. At the end I received nothing just ill-treatment and manipulation.
**. No Courtesy by OYO for inconvenience caused to me. No Apology, No compensation.
**. All I got is worst experience from OYO and its staff and it’s affiliated Hotels.
**. I had to spent additional money for transport for roaming one hotel to another.

Hence, I demand for compensation
*. I have been charged for confirming the room sum of ₹***/- with interest at the rate of **% p.a. from *-*-**** (the date of purchase) till its realization.

*. Compensation of sum of **,**,*** for for mental agony and physical harassment.

*. Any compensation as the honorable court deems fit.