| Address: Mumbai City, Maharashtra, 400079 |
Dear sir,
I thank you letting me share my experience with oyo property titled 12692 amexx residence located on plot 124 sector 27, gurgaon
We did our own research before deciding where to stay and your website is beautifully presented with wonderful photos of hotel and there are several positive reviews on the web which helped us make our final choice and decision. We felt confident that in choosing a hotel which came highly praised winning us over via your website and it's reviews online, was sure to be the vacation we were hoping for.
I made booking on 14th november online through goibibo with full advance payment. The booking was from 17th to 20th november 2018. My booking id was htll3srdzm. Please refer attached invoice copy for additional information.
Having said that, the very first unexpected blow was that upon arrival around 11am at the hotel, i was informed by a shabbily attired hotel manager at the reception that there was no vacancy. This happened due to an unexpected over booking and is spite of informing goibibo about the situation they booked your room with us hence you contact them and get clarification from them for the goof-up and he refused to offer any alternative solution. I told him i am holding confirm booking and have paid fully, but still he was adamant help resolving the situation. Instead, he specifically remarked that he was not in position to help me as i had not made booking directly with oyo but through goibibo. I failed to understand his logic. Without wasting time, and in bid of finding a solution i tried ample of times reaching goibibo and oyo but every time either i was kept on hold for long without neither any response nor returned my call. I was in terrible condition as we were completely drained out of energy and more so realizing that i would not get refund for the money paid, made me feel mentally tortured. Situation compelled me to pursue and plead oyo management as we had no option of switching to any other hotel.
After struggling for two hours i was able to get through a senior person from oyo though, he was weak in communication, commendably he was willingly opted resolving the issue. He asked for some time and kept me on hold for an almost 29 minutes. After resuming call, he informed me that he has communicated with hotel manager who has agreed to allot one room of classic category instead of a deluxe room that i had booked and would shift me later to a deluxe room as and when free-up during my stay. Please note since i had no other choice i accepted and agreed to check-in. Finally we got accommodation only at 1.32pm. Dramatically, around 3 o’clock, while we were resting we were asked to move to a deluxe room.
Please note during this chaos we were not even offered a glass of water. When i asked for it on payment they served us. Is it oblivious service?. Worst yet to happen.
Upon check-in, we wanted to order for lunch. Commandingly we were informed no room service is available for lunch. Should we want to eat then we were required to place order with zomato..!!! We were dying out of hunger.
Somehow i managed to convince reception staff and he agreed to serve an omelet with a soft drink after an hour around 2.30pm...!!!
Around 3pm we were shifted from a classic category room to a deluxe room which was my original requirement.
Everything was acceptable in the room but bathroom amenities were missing. After frequent request we were provided with two bath towels though hand towels was never provided till last.
Please note hotel has limited items to offer for breakfast and dinner. Luch is never sered. We were totally at their mercy. The beverages (Tea/coffee) were cold evrytime they served. Value for money had gone for a toss.
On day of check out i requested for late checkout around 2 pm (Logically i should have been permitted in lieu of inconvenience i faced during check in) but my request was refused. Though, hotel was partially empty.
The entire experience ruined our entire stay and we will never be going back to your hotel or recommending it to any of our friends.
We feel that we were completely miss-led via your website, booking process and the very positive feedback that i read.
If you are seriousely service oriented and concern about customer feed back please reply to my complaint and confirm what way i will be compensated should you wish us to come back and stay with you.
We plan to re visit gurgaon on 25th to 29th january 2019.
Awaiting your prompt reply
Thank you regards
Mukund kelshikar
+[protected]
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