- Denying services and misleading information provided ^Open

SUMIT GAUTAM filed this complaint against Oyo on Apr 25, 2019

I booked * rooms last weekend in Mount Abu through OYO rooms in Hotel Blue Valley from **/** to **/**. The payment was fully done and on the day before Check-in date I got a message from OYO that said: “ Due to unavoidable circumstances, we need to change your booking to another hotel “. I then called customer service but not received any proper answer. They confirmed to me that your booking is confirmed and you will be given rooms as per your booking.
On the check-in date, I received a message in the morning stating the confirmation of my booking. While I was on my way to the hotel and about to reach I got another message that my booking has been shifted to another hotel. This was the third hotel my booking was shifted to. I reached to the third hotel with my family of ** members and came to know from the hotel manager that my booking is shifted from there also. No communication was provided from Oyo. I tried connecting with customer care and inquired they told that they will connect me with their area manager " Nupur Bansal". Mr Nupur promised me to assist me and resolve the issue and disappeared and never answered my call again. They sent their executive "Digvijay Singh" at the hotel. I and my family was standing on the road along with the Bus we hired. Digvijay again started the whole process calling customer care and hotels. It took almost * hours and lastly, he asked "Sir Refund Kar Doo". I Refused to take a refund and told him that I need rooms. I paid the payment one month before. He refused that we don't have any rooms available. Luckily I got a chance to speak with the hotel owner and asked about the issue. He explained to me that sir I have only six rooms in my hotel but Oyo booked ** rooms for today without confirming with me. After an hour, OYO called and said that my booking got cancelled and the message said: “ Cancelled as per your request”. Why would I cancel my booking when I want to stay? The booking was cancelled by OYO because it had some issues with the hotel. I called OYO and I discussed the matter, the OYO executive said “ Sir, ye to sab auto-generated hai”. We had to book another hotel, and the one they found was way too far from the hotel they were supposed to.
The hotel which I booked had a banner saying “ Bookings through Oyo not accepted, guests are welcome directly” (image attached as proof).
Despite having paid ***% amount * month in advance and an email clearly stating the confirmation, they got the guts to dishonour the service terms. Pathetic service from Oyo. Don't use Oyo.

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