[Resolved]  Oyo Rooms — classic hotel room booked had bed bugs and cockroaches. subsequently single bed room provided while booking was made for a room for 2 people.

Address: 560053

Website: Oyorooms.com

I had booked an Oyo room through the app, booking reference number ZMTX0619 for the 24th of November 2018, Saturday. Booking was made for OYO 14695 Shruti Comfort, located in Chickpet Bangalore and I paid Rs. 765 for the same. I had booked a classic room for 2 people after considering that the hotel had 4.2 rating. Upon reaching there, the hotel staff had provided me with room number 213 which was on the right side at the end, when you take a left from the elevator, on the 2nd floor of the hotel. After spending the day at the room, my roommate and I found that there were lot of bite marks on our hands and our bodies were itching all over the place. Initially we thought that there were mosquitoes in the room so I thought I'll call the reception to send bug spray but as soon as I got up I found an insect on the pillow that I was resting on. Upon closer inspection I realized that it was a bed bug. I told my roommate to get up and we found several bed bugs on the bed. I killed a few of them and took pictures of them immediately and have attached it along with the bite marks and the blood stain on the pillow that was spilt from one of the bed bugs bite. We called reception at around 11pm and told them about the situation and asked to send the manager. The receptionist told us that the manager had left and also said "I don't know why they allotted you that room, sir. Let me check if there are other better rooms available." This made me think that the hotel staff already knew about the bed bug problem and still gave us that room. He then told me that there were no double bed rooms available and that he won't be able to shift us. I clearly told him that, I wasn't going to stay in that room considering the unhygienic conditions and wanted to be moved. He said that he could move us to a smaller room and given my choices I had to go ahead with it. I was then moved to room 217 and was not even provided with a key. They just moved me there. I asked the staff to get me the key several times in the morning but they only opened it with the master key. Room 217 was a 1 bed room and they put a bed on the floor for us to stay. However, later in the morning we found that the bathroom of room 217 had water leakage in the commode hose as well. I called the OYO customer service to file a complaint at 11.18pm and told them about the situation. The executive then told me that he had escalated the matter to his managers and that someone would reach out to me soon. I got a call back at 2.50am on 25th November 2018 from one of the managers and I had to explain it to him the problems I faced at 3am in the morning!! The person then just asked me to send the pictures via mail to the escalation email ID of OYO rooms and I did so as well at 3.15am and asked them to call me at a reasonable time after 7am. I then got a call again at 7.48am from a Saumya Singh (Guest experience manager) who I had to explain my situation to again. She further asked me to send the pictures to her again so she could do "an investigation" and coordinate with the ground team. When I told her that I did not pay for such an unhygienic room and also for a smaller room and that I wanted my money back because I wasn't provided with what was advertised by the hotel and the OYO app. She said she could give me a voucher for RS. 250 and I was very unhappy. I stressed to her again that I did not pay for an unhygienic room and to be moved later to a smaller room which also had broken fixtures! She then said that she could refund me only RS. 500 out of the rs. 765 that I had paid for the room. However, considering that I was promised a classic room which would be hygenic and then going through the entire experience I felt like I was being scammed by the hotel staff and the Oyo room app. When I told her further that I did not pay for a smaller room she asked me to send her the pictures and that she would investigate and come back to me about the refund. I did not get a reply about the investigation nor my refund, so I sent another mail on 26th Nov 2018 to Ms. Saumya Singh, asking about the same. I got a reply from her saying only 20% of the amount could be refunded. I have been a regular customer to Oyo rooms and I honestly never faced such a horrible experience and lack of cooperation from the customer service as well. I was not given the services that were promised to me and I am not even demanding money for all the clothes that I had to send to a laundry because I did not want to take the risk of having bed bugs at my home. I just want my money back because I did not get the service that I was promised or that was advertised. I have attached all the pictures of the bed bugs, the bites on our skin, the blood stain on the pillow and the smaller room that was provided to us subsequently. Also, I raised an issue on the Oyo app on the 25th morning and gave the feedback to the hotel telling them about the problems. An hour later, the app said that the issue was resolved. I do not think that the hotel staff would have resolved a case of bed bugs within 2 hours. Strict actions have to be taken and I definitely want my refund for the false advertisement that the Oyo app and the hotel made.