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[Resolved]  Oyo Rooms — hotel check in denied

We had booked 4 classic rooms in vee suites, bnaglore for 1 night for 7 people at rs 3780. Advance of rs. 943 was also paid via oyo app for same. Still hotel staff denied us rooms and said that they cannot give us rooms at discounted price that oyo has offered. They forced us to cancel the booking and pay rs 4800 for same rooms. We raised the concern to oyo but customer care executive was unable to help us with booking in vee suites. Instead oyo offered us booking in other hotel which was impossible for us since it was already mid-night. We had no other option but to pay rs 4500 to hotel after arguing for almost 1 hr. This was very disturbing experience for us and we had to compromise our rest time. Hotel was not even having basic facilities like lift, toiletries, towel, water bottle, hot water. Hotel location is isolated and there is no concrete road as well to reach hotel. Very unpleasant experience both with oyo and vee suites.
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Nov 1, 2019
Complaint marked as Resolved 
OYO Rooms customer support has been notified about the posted complaint.
Verified Support
Oct 01, 2019
OYO Rooms Customer Care's response Hi Guest,

We are sorry to hear about your experience and we regret the inconvenience that you had to go through. OYO Hotels & Homes aims to provide the best hotel booking experience to all its users so kindly share with us your booking details so that we can look into your concern and assist you in a better manner.

Regards,
Team OYO
Verified Support
Dec 04, 2019
OYO Rooms Customer Care's response Hi, Our team attended the concern diligently and the needful has been communicated. We again apologize for this and assure you we'll take care of your stay in the future. Let us know for any other assistance.

Regards
Team OYO
 
4 Comments

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Comments

I booked oyo in hyderabad on sep 12-14 in gokul guest house hyderabad. On 11th sep 11.50 midnight I got a message that the owner of the hotei denied the booking so the stay is not confirmed. So I contact Oyo manager one Mr surajkumar over phone and he regretted the inconvenience caused and assured me full refund of my booking amount. but to my great surprise only half amount refunded as considered it as a cancellation. So it is requested to refund my full booking amount at the erliest. details attached

Reply
Re: Booking( LHSP7520 ) Escalated

Surajkumar_457841 _TM
Wed, 11 Sep, 10:15
to me

Hi (prathish m
​
Greetings from OYO!!
It was our pleasure to get the opportunity to speak with you. We have worked on the concern you have faced, as per our telephonic conversation, please check the below details:

Concern that you faced - Shifting : Owner Denied Check In

Resolution provided - (as per our telephonic conversation i have initiated your amount of Rs 1708 which will reflected with in 7-14 working days

Going forward, we assure you the best services. Please give us the opportunity to host you again to showcase the OYO promise in the future. You can now easily modify your bookings, know hotel policies, get resolution for escalations and claim refund by using OYO Assist on the OYO app.

Post this email you will be receiving another email asking for your feedback basis the resolution provided by our executive.
Please rate your conversation on the mentioned scale, where “extremely satisfied” being the best.
Your feedback is extremely important for us.
Thanks & Regards,

Suraj Kumar

Guest Experience Manager
Oyo
Reply
I have following up with the Oyo team for regarding my umrah package since 45 days till date, I don't have update. Kindly escalate to the next level or top management else I will approach to the consumer court and file a complaint against vaibhav tyagi and others.
Please take a serious action

Thanks,
[protected]
Reply
OYO Rooms Customer Care's response, Oct 3, 2019
Verified Support
Dear Guest,

We regret the inconvenience caused to you. OYO Hotels & Homes aims to provide the best hotel booking experience to all its users. Kindly share your booking details so that we could assist you accordingly.

Regards,
Team OYO
I didnt get any response for my complaint dtd 01/10/2019
what should i do next

my booking ID LHSP7520
Reply
OYO Rooms Customer Care's response, Dec 4, 2019
Verified Support
Hi Guest,

We apologize for the inconvenience caused to you. We have shared the details with our dedicated team and our team is working on the same. Please allow us some time.

Regards,
Team OYO

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