| Name of Complainant | |
| Date of Complaint | November 13, 2021 |
| Name(s) of companies complained against | Oyo |
| Category of complaint | Hotels & Restaurants |
| Permanent link of complaint | Right click to copy link |
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Dear Sirs,
I along with me family booked an hotel through Oyo customer care on dated October 19, 2021 in the morning around 9:00 am at Bhubneshwar. The customer support executive informed me to book the hotel Green Place with false commitment of its quality and hygiene in Covid arena asked for making the payment through the online link sent on my email a booked 2 rooms.
I have immediately visited the hotel but found that hotel property is in very poor condition with no hygine, broken walls, sealing in the rooms with lots of smelling, dirty blanket and badshhet, poor and broken bads, dirty washroom etc, thus immeditaly without check-in in the hotel I came out and re-called customer care for cancellation of hotel and refund the amount or adjust the same in my new hotel booking.
However the second customer care executive asked me to book highly recommended hotel without telling its distance from my location by paying fresh amount and convinced me that previous amount shall be refunded you in 4-8 working days for which he shall lodge a request as soon as i gets booked another hotel.
according to his advice i re-booked another hotel which found to be 10 km away from the railway station and paid another amount.
Further i checked in the new hotel being there was no any other alternative left with me and despite of 10 km away situated property.
After check-in the hotel around 10:30 to 11:00am dropped my luggage there i have further called the customer care team to assure for refund, than after 4-5 calls finally Ms Jyoti Jyoti has not only confirmed me verbally but also send me mail by informing that I shall get the refund post check-out from the hotel on October 20, 2021. I assured by her words and written mail.
Post check-out from the hotel i have tried several times with the customer care again that i have check out from the hotel thus please initiate refund. However every time a new executive attending me by seeking all the details but not ready to process the refund. even i felt that there is no sync of communication within the oyo team as everyone keep taking differently.
I have really fed-up by dealing with customer care team as every time new person comes, multiple times call dropped by them after listening about the refund. I feel helpless as there is no face to catch and to make understand the bitter experience had despite of genuine request from my end.
I have not only suffered with the financial losses by this episode by paying for 2 hotels for the same day, but also being toured mentally and physically. I am seeking for justice with not only refund but the right penailty on Oyo for not keeping the customers interest safeguard and cheating with them.
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