OYO - After Booking OYO Denied Check In

Complaint against OYO Rooms for booking denial and harassment
Booking ID: AE******, Hotel Aerotech
Summary of the complaint
• I had a prepaid booking with Hotel Aerotech via OYO Rooms for the night of **/**/****.
• When I reached the hotel around **:** PM, the hotel staff denied my check-in and marked my booking as checked out without my consent.
• I tried to reach OYO Help Line two times and raised two service requests (SR Nos: ********** and **********), but they did not help me to get my room in the same booking.
• Instead, they asked me to book another hotel and said they will work on my refund in the future.
• This is a clear case of breach of contract, misrepresentation, and harassment by OYO Rooms and Hotel Aerotech.
• I demand a full refund of my booking amount and a compensation of $*** for the inconvenience and distress caused by their actions.
Details of the booking
• I booked a room with Hotel Aerotech via OYO Rooms on **/**/**** for the night of **/**/****.
• The booking ID is AE****** and the confirmation email is attached as a proof of booking.
• The booking amount was $*** and it was paid online via credit card.
• The booking confirmation email clearly stated that the check-in time was **:** PM and the check-out time was **:** AM on the next day.
• The booking confirmation email also stated that the booking was non-refundable and non-cancellable.
Details of the incident
• I reached Hotel Aerotech around **:** PM on **/**/**** with my luggage and booking confirmation email.
• I approached the reception desk and showed them my booking confirmation email and my ID proof.
• The receptionist checked the system and told me that my booking was marked as checked out and they had no rooms available for me.
• I was shocked and asked them how they could mark my booking as checked out without my consent and without me checking in.
• The receptionist said that they had a policy of marking the bookings as checked out if the guests did not show up by **:** PM.
• I told them that this policy was not mentioned in the booking confirmation email or on the OYO website, and that it was a violation of the contract.
• The receptionist said that they could not do anything and asked me to contact OYO Help Line for assistance.
• I called OYO Help Line and raised a service request with SR No: **********.
• The OYO representative said that they will check with the hotel and get back to me in ** minutes.
• After ** minutes, I did not receive any call from OYO, so I called them again and raised another service request with SR No: **********.
• The OYO representative said that they were sorry for the inconvenience and that they will try to find another hotel for me in the same area and price range.
• I told them that I did not want another hotel, I wanted my room in the same booking that I had paid for.
• The OYO representative said that they could not guarantee that and that they will work on my refund in the future.
• I told them that this was unacceptable and that they were breaching the contract and harassing me.
• The OYO representative said that they could not do anything else and disconnected the call.
• I was left stranded on the road with no place to stay and no help from OYO or Hotel Aerotech.
• I had to find another hotel on my own and pay another $*** for the night.
• I also had to suffer a lot of stress, anxiety, and frustration due to this incident.
Desired resolution
• I want OYO Rooms and Hotel Aerotech to acknowledge their fault and apologize for their actions.
• I want OYO Rooms and Hotel Aerotech to refund my booking amount of Rs. *** in full and without any delay.
• I want OYO Rooms and Hotel Aerotech to compensate me for the additional Rs **** that I had to pay for another hotel and for the harassment and inconvenience that they caused me.
• I want OYO Rooms and Hotel Aerotech to pay me a compensation of Rs ***** for the mental and emotional distress that I suffered due to this incident.
• I want OYO Rooms and Hotel Aerotech to take corrective actions to prevent such incidents from happening again in the future.