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I booked a oyo a hotel named "meera mahal"through one of my friends named genaram choudhary"on 4-nov-2018. I received an e-mail confirming the same.
When i called oyo in the 9th november, 2018 morning to inform that i will be able check-in late. Oyo assured me that they will inform the hotel. Then, again in afternoon, i thought i should call the hotel directly. When i called"meera mahal", the reception told me that there is no booking on my name. And, they have sent back more than 10 guests of oyo since morning. I was shocked to hear that as i was with my family, parents (One more than 60 yrs and mom-around 60) along with kid. Still, i thought i should go to the meera mahal hotel to check things as i had given money before-hand and i didnt have any choice!
When i reached there, i was told that it has been months since they have dis-continued their association with oyo. I argued that i booked the hotel on 4-nov-2018 and have paid entire amount (Confirmation attached). They told that they have not received any money as it goes directly to oyo and i should speak to oyo. When i asked for proof that they are no longer working with oyo then they gave me e-mail copies of their conversation with oyo. The same is attached herewith. Thereafter, i called oyo call centre ; they kept me waiting to more than 20 min for each call and i made around 5 calls. So, i was kept waiting for 1 hr or so and then, i was told that they have made an alternate arrangement (Without giving any choice to me) in heera court hotel. As it was evening and i had no choice so, i moved into heera court. When i checked in hotel firstly they gave options of rooms in two different floors. As i was with my old parents; i insisted that our rooms should be adjoining as i need to take care of them. Thereafter, adjoining rooms were allotted to me. To my dismay, the rooms were in pathetic condition with all dirt on fan, bed etc. (Pics attached) since, i had no choice, i stayed there with my family. I paid inr 8690/- for 2 rooms.
My questions are following:
1. When the tie-up was discontinued between oyo and meera mahal. How did oyo took the booking in advance all money paid.
2. And, when oyo knew that meera mahal hotel is no longer taking any oyo guests and then, they should have informed me a before and should have given me a choice to select another hotel as per my liking beacuse i made booking through oyo after duly checking the room pictures and other facilities.
3. Who is responsible for all the pain my family and i have gone through. I was waiting with my family at"meera mahal"reception for more than 1 hour wondering what should i do.
4. We went for family vacation and it turnout to be a nightmare; who will is responsible for this?
5. After paying so much money, we expect at least clean rooms. This basic facility was also not provided. Who is responsible for this. Doesn't oyo have certain standards or quality checks for its hotels?
6. Why a customer should bear all this when he is paying whatever oyo charges?
7. If there is any dis-agreement between oyo and hotel, why would customer suffer on such account.
Let me put it in legal way: services provided by oyo were deficient. (The services hired or availed of or agreed to be hired or availed of by a consumer suffer from deficiency in any respect)
As per clause 2 (G) of"the consumer protection act, 1986","deficiency" means any fault, imperfection, shortcoming or inadequacy in the quality, nature and manner of performance which is required to be maintained by or under any law for the time being in force or has been undertaken to be performed by a person in pursuance of a contract or otherwise in relation to any service;
As per aforesaid clause, this is a clear case of deficiency in services, and, therefore, as a consumer i am liable for compensation including but not limited to hotel charges and there are many more damages which may be claimed like the mental agony my older family members and the kid and i suffered and much more.
I would request oyo to look into this matter and provide me adequate compensation.
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