| Name of Complainant | |
| Date of Complaint | December 30, 2020 |
| Name(s) of companies complained against | OYO ROOMS |
| Category of complaint | Tours & Travels |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I made a booking for hotel in Digha through Booking.com on 24th December. The booking was made and it was made through OYO for 25th December 2020.Which means the booking was forwaded to OYO by Booking.com and OYO confirmed the booking. My booking id is 2869050145.
OYO assigned me a hotel in Digha and sent me SMS to make payment to confirm booking. The hotel name was “SPOT ON 71367 Hotel New Digha International” .I made payment through internet banking and went to the hotel in Digha with family.
Now after journey when I reached hotel during afternoon the hotel manager said they do not have tie up with OYO and refused to honor the bookings. They said they had tie ups but they have broken tie ups weeks back. I tried to convince them but they refused to entertain me. This is the point from where harassment started.
I first then tried to contact the property owner through the number that was given in initial email when booking was made. The call went to the same person who just denied me check in. He again told me to call OYO and refused to honor the bookings.
Then I tried reach coustomer care of OYO. After several desperate attempts I was connected to a customer care representative. I explained everything to CCR who then again forwarded my calls saying she cannot help. And this again went on and on for several minutes. Finally I got frustated and told them I am tired of this and shouted on them that my family and my baby are on road for last several hours because of unprofessional behaviour of OYO.
Finally after some time I received call from OYO customer care. He said sorry and said that hotel detail has been forwarded on my mobile. I said I already have details on email when I made bookings. Then he said that hotel detail has been updated. I was shocked that after so many hours they updated hotel details without my consent. I made booking after checking the hotel condition online and they assigned new hotel 4 hours after check in time and that too without my consent. And my family was suffering because of them. My baby was continuously crying which made me feel frustated and bad and I got angry as well. But I had no option. I was new to Digha So I tried to follow the location of new asigned hotel that was sent over SMS.
As you can see I received this SMS at 4:13 PM which is already too late. I should have booked another hotel rather then watching my family suffer. Yet I allowed them to make my family suffer .
So after several hours of attempt OYO customer care responded and assigned another Hotel. This time the hotel name was “Hotel Sea Palace” . I followed their map instruction and after great difficulty managed to find this new hotel. I went to this hotel and to my shock this hotel also denied me check in. I told them that I have been confirmed a booking in this hotel but they rudely said they do not have any empty room.
Again after several attmept OYO customer care responded and said they are talking with property owner to assign a room. My check in was at afternoon and by this time it was 5 PM and for so long my family and kid were standing on road in Cold. It was getting darker now and OYO coustomer care kept on telling to wait they have asked property owner to assign a room but room was never assigned.
OYO customer care told me they are on call with property owner and the property owner have agreed to give me a room and instructed their staff to allott me a room. I repeated the same to the hotel staff that were available at that time. But they again refused to honor the bookings and give me a room. OYO customer care again told me that he is talking with property owner and property owner is asking them to give me room. This went for for long. Finally I could not see my family suffer anymore so I booked another hotel myself and informed OYO CCR.
OYO CCR said I will not get refund as property owner is now ready to give room. They are still saying the same thing and denying refund.
If property owner was ready to give room then why were we not given room immediately?
Why wrong hotel was assigned initially?
Why my family had to wait on road for hours to get a room whose payment was already done?
Whose mistake is this that my baby got ill due to sitting outside on road in colde for hours?
And why a new hotel was assigned only when I made complain to OYO on reaching first Hotel?
10 minutes ,30 minutes, 1 hour? How long does OYO expect us to wait?
Is this how easily a business venture can harass common people in our country?
Would I ever be able to get my refund?
OYO customer care seems to have no account for 6-7 hours delay and the harassment they caused to me and my family. And when I finally booked hotel myself after 6 hours of waiting to ease suffering of my family then they said you will not get refund as their propery owner was now ready to give room.
Is this behaviour with consumer legal?
Do I deserve refund in the eyes of law?
