I had booked 3 rooms (3+3+2 adults) for two nights stay at oyo 3564 summer breeze from 15th to 17th of may under booking id xblo2148. We arrived at the venue on the 15th at sharp 19:00 hours. The size of the room was extremely small and the quality substandard. On persistent asking, i was told that the bigger rooms on level 1 were given to guests that had extended their stay. Two rooms were to have mattresses for the third guest. I have attached pictures of the mattress, pillows and floor mat. The so called 'mattress' was as thick as only a blanket and pillows out of shape. Out of 8 people, i had 5 senior citizens none who could sleep on mattress with knots to disturb the spine. Water ran out at dawn and i had to call them at 530am. The generator was only turned on that morning after repeatedly enquiring about back up. Adding to that, dirty floor mats. After leaving the keys with them for at least 8 full hours, the rooms were still not swept properly, mopping didn't happen at all and sheets not changed. As a result of all this, we had to suffer a lot.
Now to establish the pattern, and to tell you how they run this business, i met another family of 3 that had arrived from mumbai at 19:00 hours on the 16th instant. Despite having a booking confirmation from the hotel, they were denied the room booked by them - instead summer breeze chose to allot them a smaller room like how they had given us the previous night. They make wrongful multiple bookings of the same room.
I called oyo customer care a number of times, many times i couldn't get a response. Those couple of times that someone did say they'll call back, they actually didn't. At least not within a reasonable time.
We have stayed in a few oyo rooms in the past, but haven't faced this level of service failure anywhere. The owner of summer breeze, amal saji didn't even answer calls for a long time. Finally one of oyo representatives managed to get him on the phone in conference with me, but he just said hello a few times when it was his turn to answer and the call got / was disconnected.
Now my demand is simple. I expect to be refunded in full because there was zero value for the money i had paid for our stay at summer breeze.
Oyo had updated my complaint status to issue closed without a resolution.
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Regardless I paid for my stay in advance trusting in OYO. OYO failed to set the standard and work with the hotel and resolve my issue on 15th and 16th. OYO was fully responsible for all the trouble we went through. Now OYO is answerable to me. I want my refund.
PS: Please talk to your marketing representatives at Munnar and Thekkady. There is a huge difference in the way Mr. Saji of Summer Breeze Munnar and Mr. Stanley of Periyar Canopy Thekkady provided for the guests, the latter gave us extraordinary value for money during our stay at his homestay on the 18th.