| Name of Complainant | |
| Date of Complaint | March 15, 2023 |
| Name(s) of companies complained against | Oyo |
| Category of complaint | Hotels & Restaurants |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Respected sir/ Madam,
I have booked OYO Flagship 229 (Ref id: R8KE4145) from oyo app for my stay in Kolkata with 15 March 23 as checkin date and 16 March 23 as checkout date. I am accompanied by my wife. I requested an early checkin at 6am, which the manager denied when I called the hotel on 14 March 23. Then again on 15 March 23, I reached the hotel physically at 10:30am to seek for an early checkin but still the manager (Shaika) denied harshly that no rooms were available and I have to wait till 12 pm, which is the standard checkin time. Furthermore, I asked them to assist my wife to use any washroom, to which they replied that they can’t help me in that. And when I asked her that where do they avail washroom, to which they replied that they use the hotel rooms. The reply seemed a total false. Then I contacted oyo helpline, and Mr Tushar from Oyo contacted the manager at hotel, who replied that there are no rooms available till 12pm. However, I was standing infront of the front desk and I could see 4 customers checking out. And even when I enquired the front desk, the lady informed that the room is getting cleaned, whereas the OYO agent after contacting the hotel manager told me that rooms are not available. I told the oyo service agent that the hotel manager has told me that rooms are available but getting cleaned. To which he replied that he can manage me another room in a different hotel nearby at additional cost.
I am strongly disappointed with the misbehaviour of the hotel manager and the miscommunication of the oyo service agent. The early checkin policy clearly says that the customer can avail early checkin subject to availability of rooms. But the manager is adamant enough to only allow customers after 12pm irrespective of availability.
Moreover, as per Sarais Act the hotel cant deny using washroom. The hotel manager’s unprofessional behaviour, hospitality and her adamant behaviour to deny me early checkin despite availability, is the matter of my concern. And the oyo agent’s unprofessionalism towards handling customer’s grievances is the disappointment.
I request an early solution to the issue and I dont want recurrence of the same being faced by another customer. So i am taking this to your notice and i seek your unbiased justice towards my grievance.
Thanking you, in anticipation.
