| Address: B131 Hostel 13 Indian Institute of Technology Bombay |
Oyo account:
Registered no: [protected]
Email: [protected]@gmail.com
Phase 1: booked room from goibibo pnr: [protected], booking id: htljetlmw rupees 918/- scheduled checkin: 19 oct, 2019 however, on arrival the receptionist-cum-manager refused check-in room saying couples have been banned from today morning. When asked about alternative/refund, he rudely threw oyo customer care (Cc) number on me.
Phase 2: i called cc, and after a 30 minutes call hold, got another property "yug residency" 100 meter away booking id: skag3765 booked by cc (Priyanka), went there, and again they also refused entry saying they are also not allowing couple entry. Eye opener. The oyo cc didn't even consider to verify entry restrictions with property before allotting me.
Phase 3: height of ignorance happened when i recalled customer care and after 25 minutes of call hold, the call automatically got disconnected. Surely a true test of my patience that day. Re-called customer care and after 15 minutes, cc (Sweeti) suggested to go at an alternate property that came out to be the initial phase 1 property. I frustratingly told them that i am coming from there. Again sky of ignorance. Oyo has no regulation and knowledge about what is happening at ground level. Then, cc booked for me a spot-on property (Hotel pratap inn) for me 3km away. Booking id: bkvm1458 i was very happy.
Phase 4: my happiness didn't survive as i reached there. The rude and ill-mannered receptionist guy told that he has no call/intimation for a transferred booking. When i showed him my app, he reluctantly allowed entry but asked me to pay a separate 800 rupees. But the app and cc from phase 3 were telling only 724 rupees. Still i decided to stay as i was in need.
Phase 5: the receptionist allotted me a hall type room with no ceiling fan, no exhaust fan or ventilation. Bed sheets were not changed and room not cleaned after previous checkout. No washroom toolkit provided, no towel. It was smelling like a dirty dark subway. I vomited within 30 minutes. The receptionist didn't entertain my request for room change saying only that room is free. This is when i decided to immediately checkout. I asked him for refund but he just asked me to talk with cc.
At the end of five faces:
(I) we suffered so much mental frustration and torture along with wastage of time
(Ii) we ended up paying at two places, first at goibibo, then at phase4, that too random-nonsense amount.
(Iii) huge frustration and time waste with over-complex and complicated customer care service.
(Iv) most important, cheap worst than slum level service at phase 5, that spot-on room
Phase 6: i finally called cc around 6pm. Deepak, after listening me for 10 minutes assured for full help and refund of both bookings. Later he transferred call to senior. The call got dropped (Disconnected) as soon as a respected senior picked. Finally from last one and half month, i am desperately writing mails to oyo cc, but no acknowledgement or grievance redressal. Now i have lost courage and motivation to recall cc and repeat same story again n again. Through this complain, i have explained everything. I request you to:
1. Refund amount of both bookings (Phase 4 and phase 1) + extra monetary compensation for mental torture and struggle we faced
2. Take adequate steps to penalize oyo and its affiliated hotels which don't follow guidelines
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