OYO Rooms
- Booking not upheld and poor customer service Open
Nikhil Mascarenhas filed this complaint against OYO Rooms on Mar 18, 2019
Booking id: tvyo****
Timeline of events:
*. Oct *st **** (*-month prior travel). Booking made on Oyo rooms and paid fully for the property “Oyo ***** ps grand” at Port Blair, Andaman and Nicobar islands for * nights from December **th, **** to December **th, ****. The booking was made for * people in total and paid Rs. **** included additional breakfast charges.
*. On December **th, **** (* day prior) an email was received by us stating that due to hotel overbooking, our property was changed to “Oyo ***** Andaman galley resort”. This decision was made unilaterally by Oyo rooms less than ** hours before the check-in date. There was no consent provided by us. Oyo rooms also sent a receipt for the differential amount, which was waived and finally resolved after complaining about them and making several calls on the day of our trip.
*. We arrived at the venue for the new property on the **th of December **** at *:** pm and were informed by the property employees that no such booking existed on file and no rooms were available for that night. We were asked to contact Oyo rooms. There was another family at the venue who were facing the same situation.
*. We contacted Oyo rooms and the customer service representative spoke with the property manager and confirmed that there was no booking. I was placed on hold and told that they were working on a resolution. Over the next * hours, I made multiple calls to Oyo from the property. At each call, I had to explain the scenario again. I was placed on long holds lasting for several minutes, only to be handed off to another representative who had no information regarding the case.
*. In the final call, I spoke to someone who called themselves the “customer experience manager”. This person was unable to explain why there was no booking and said that they will call back in * minutes with a resolution. This person also refused to connect the call with a superior/supervisor/manager. I emphasised during this call, that I will wait for another ** minutes to get a resolution, failing which I will make my own arrangements and deal with this after the vacation. We gave a call-back number on the call. We did not receive any call back from either this or any other representative from Oyo.
*. Frustrated with the service provided by Oyo rooms, I began calling other hotels in the city. Being a peak, holiday season I was told by multiple hotels that they did not have availability. It took me a further ** minutes to find a *-star hotel in the city who agreed to provide one single room for * people. We were charged an exorbitant rate for the last minute booking. The room was below the standards of the original property we booked. The hotel had only one bathroom for * people and did not include any restaurant or breakfast services. Receipt for this booking can be provided. It is to be noted that the quality of this room was far below the expectations we had for our vacation when we made this booking three months prior.
negligence by Oyo rooms:
*. Despite making a fully-paid confirmed booking * months and ** days in advance of the date of travel, Oyo rooms failed to check if the property was overbooked and Oyo rooms unilaterally bumped us from the original property without consent.
*. Oyo rooms failed to confirm availability with the new property and provided a confirmation email for the new property without any confirmation from the property itself.
*. Representatives of Oyo rooms made false promises that the new property was booked and there would be no issues faced during check-in.
*. Oyo rooms failed to provide customer service and support when we were not able to check-in.
*. Oyo rooms failed to provide and make alternate arrangements for the customer promptly and swiftly.
*. Customer service from Oyo rooms was poor and issues were not escalated properly. The whole incident was handled unprofessionally and in a careless and casual manner.
*. Over the course of the vacation, we met many people (both property managers and customers) who faced similar issues with Oyo rooms. We have collected booking details and contact information of these parties. Frequent and multiple incidents indicate that Oyo rooms failed to check and take corrective action after knowing that there were recurring problems and booking issues with their properties at Port Blair.
Compensation sought:
*. A complete refund of all booking fees paid to Oyo rooms for Oyo ***** ps grand Rs ****.
*. Compensation for alternate arrangements: hotel room (receipt provided) Rs. ****.
*. Compensation for alternate arrangements: taxi to self-arranged hotel room Rs ***.
*. Compensation for alternate arrangements:
breakfast for * days, * people Rs ****.
*. Additional compensation for undue distress, inconvenience, pain and suffering caused, and degraded quality of vacation time Rs. *,*** /- per person per day for * people and * days.
*. Litigation fees (Rs ****).
*. A formal apology from Oyo rooms and list of corrective steps taken to ensure this is not repeated.
Current status:
After several emails to Oyo rooms, a representative Mr Chandan Kumar admitted to Oyo's failures and was willing to pay us Rs **,*** (email can be provided). However, despite providing bank details there has been no further communication from Oyo rooms. Emails, phones and social media escalations have fallen on deaf ears.
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Resolution Demanded:
Apology letter from company
Refund / Credit for purchase
Damages for loss and agony
OYO Rooms
Resolved
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