[Resolved]  Oyo Rooms — Overcharged by Rs. 2400

Address: Noida

Dear Sir / Madam,

I am writing to you to raise an issue about: Oyo Room Bookings - QFQA4200

The issue that I have experienced was: I had booked OYO Hotel Noida Saffron International from the OYO app. My check in date was 1st July 2022 and check out date was 3rd July 2022. On arrival at the hotel I was told that the said booking is invalid as the hotel is not providing services/has shut down its services from OYO temporarily and we need to pay an extra amount to check in at the Hotel. On calling OYO customer care number, I was told to pay Rs. 2400 at the property (apart from what I paid while booking through the app) and the same would be refunded to me on checkout on 3rd July 2022 when I mail them the invoice. After confirming the same twice from the OYO representative, I paid them Rs. 2400 for a two days stay. On the day of checkout, I shared with them the invoice as provided to me by the hotel and to my horror, OYO earlier refused me to refund the amount and later claimed that the Invoice was showing the name as Hotel Noida International and not Hotel Noida Saffron International. This is a clear misrepresentation of facts as how would a customer know which brand is being operated by whom.

Then I personally visited the hotel the next day again to check with them and was told that Noida Saffron International is a name given to hotels operated under Noida International and they refused me to provide a revised invoice. By this time, I had suffered intense mental suffering and depression. Despite the fact, I called them daily for the next one week on their customer care number. And even they confirmed over the call that they have talked to the property owner and they would refund Rs. 2400 back to my account. But still I haven't received the refund and to add to my mental suffering these guys want the same confirmation from the hotel everytime I call. I have made them more than 20 calls since then asking them to refund Rs. 2400 but all in vain. I have three questions from the OYO team -

1. If the said property was not listed on OYO, how did you allow your customer to check in. Where is the safety protocol ?

2. If I was given the confirmation by OYO representative over call on that particular day of check in, where is that call recording ? It is on their confirmation that I paid them the extra amount and checked in the hotel. How is it not misrepresentation and suppression of facts ?

3. If on subsequent calls, I had received a mail confirming that they have talked to the property owner and have received the OYO ID and that my Rs. 2400 refund is under process, how can they later deny. Are they not true to their words ? On every subsequent call, they need to again confirm the same. They are just trying to fool around people with their tactics. There is no adequate response from their customer care dept.

Please initiate a refund of Rs. 2400 to my bank account as soon as possible.

Yours faithfully,
Rishul