- Check in denied ^Open

Mantraraj Naik filed this complaint against OYO Rooms on Apr 27, 2019

I had booked a room from Oyo Rooms application for three people on property Collection O ****, Mahipalpur, Delhi near airport and booking ID for the same was SUCT**** for the date **th April **** to **th April **** (* day). The booking was for my sister, her husband and I. My sister had a flight to Europe on **th April **** at **:** pm. They were travelling separately from outstation via train and we had decided to meet at the hotel and check-in. Their reached Delhi at * am in the morning and because of that, I had booked the ticket of the movie "Avengers: Endgame" in such a fashion that it gets over around * am and we can meet at the hotel around * am. Because of that, I had booked my ticket in a multiplex in the area of Patel Nagar, Delhi. I had to travel to Patel Nagar, Delhi from Noida ( I live in Noida). When I reached the hotel around * am, my sister and brother-in-law had already reached and doing the procedures or check-in.
However, we were denied the check-in because of "Odd Gender problem” which means we were two males (My Brother-In-Law and I) and a female (My sister). Even though my sister and I had shown the identity proofs which had the father's name same on them and we also showed the marriage proof of my sister and my brother-in-law, we were denied the check-in. Not only that, the Oyo property manager threatened us to call the police. When we asked him to call the police he was afraid of doing so and he never called the police.
Following this, we called the customer care number of Oyo Rooms from where my call was transferred to Soni, Guest Experience Manager of Oyo. She told me that these were Oyo policies and hence she couldn’t allow check-in. She first lied on my face that it has been mentioned in the Oyo’s Guest Policy. The link for which was provided to me after I made the booking. However, it was nowhere mentioned in the Guest Policy. When I asked her to exactly point out where it has been mentioned, she told me to call after * am when Ground Support team will be available. She cancelled my booking and started the process of my refund. She also sent the mail stating the reason for cancellation but refused to mention in the mail that we three were relatives and two of us were actually blood relatives. I have recorded this on my phone with her due permission. This call lasted for * hour and ** minutes and for most of the time, the phone was either on hold or on mute mode. We had to leave the property because of this denied check-in and we had to go to the airport directly from the property. My sister had a long flight and she didn’t even have her bath or rest that she could have if we were allowed check-in. This had caused great discomfort for her. In addition to that, even my brother-in-law didn’t get the sleep that we could have had if we were not allowed this check-in. We are also worried about my sister since she is travelling without proper rest and this has caused mental agony and pain for us.
At *:** pm I got a call from Oyo rooms where the representative asked for my case details and told me that would get a call from higher authorities at Oyo in next * minutes. However, I never got that call. When I called to Oyo customer care again at *:** pm on **th April ****, I described the entire incident to the Oyo representative. He told me that he is transferring the call to the higher authority and it was ringing. However, no one picked up the phone and it was cut from Oyo’s end. Hence, I again called the customer care number and described the entire incident to another representative who transferred my call to Vineet, the Guest Experience Manager. He promised me a call back from even higher authorities after he was unable to address my query regarding where it has been mentioned that three people with two males and one female can’t stay in one room. He promised me the time of ** minutes in which he will ensure the callback. I again recorded it on my phone with his due permission and he also admitted on that recording that if I didn’t get a call in next in ** minutes, it would be the deficiency of service. However, I didn’t get the call back even as I am filing this complaint at ** pm on **th April ****. I again called back at Oyo customer service number at *:** pm on **th April **** to talk to Vineet, the Guest Experience Manager. The representative tried to connect me to Vineet and asked me to hold for so long. I did that. Even after that, my call was cut from Oyo’s side after a few minutes.
Hence, I have decided to register to complain against Oyo. We incurred the total travelling cab cost of INR **** for the trips mentioned in paragraph * of this complain plus our trip from Oyo Property to Airport. I have also made the payment of INR **** via UPI, INR *** in Oyo Money and INR *** in Oyo Wizard (Paid Membership Scheme) Discount. I demand the refund of all these amounts (INR **** total)(Refund of payment of INR **** via UPI has been initiated). In addition to that, I also demand the damages for all the mental pain, agony and discomfort that my sister, my brother-in-law and I had to go through.

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