OYO Rooms - hotels and holiday packages/tour/travel

I've had the worst experience with the Oyo rooms total holiday packages of North East India package which includes Sikkim, lachung and Darjeeling. After constantly trying to reach their customer support by calls and mails, still they're reluctant to give any proper information or any sort of solution.

This is the last mail which I've sent them when they asked for customer feedback, and after that they're not even replying.

There should be a regulatory body for this kind of online traveling companies which doesn't care about their customers after getting all the money in advance and as they're located mostly in Delhi region it's not even possible to get there physically to report at local police stations.

If someone has faced the same kind of problems please let me know and also the solution to the same.
----------------------------------------------------------------
Mail sent on 2nd June 2019

Our overall experience of the tour with your Oyo total holidays is the worst ever and got mentally harassed in all the process of complaining and not getting on time solutions. It's been very much distressing as we've faced many problems thorough out the whole your and didn't get solutions on time and there's very big problem of contacting the responsible person who could solve the problem and has the authority or any knowledge of how he or she can be helpful.
And also as per promised by Oyo there were no Oyo captains assigned to us. After so many requests we're assigned 2 persons. 1) Ashima and 2) Antriksh.
Ashima was never there to talk to us and was of no use to us at all. And Antriksh said that he's not looking after the issues regarding Gangtok. So we're helpless from that end.

As I've already mentioned in the previous mails and also in the telephonic conversations with everyone on your end, we're left on the road on 24th at Gangtok. The transporter said that he's not allowed to go further than that, instead of that your team or the hotel should be responsible enough to arrange it.
After that when we reached to the Dwang resorts, the manager denied us to stay there as he didn't have adequate staff and there's also renovation going on. So we've informed your team still nobody could solve or arrange anything. So as we're stuck and didn't have any other questions left had to stay there only. In the hotel room there was no adequate hot running water, no service staff and also poor food quality as there was also not cooking staff available.

So I need the money of stay in Dwang resorts for 24th may refund.

After that on 25th relationship manager Afreen khan and Mohammad amir told us to change the hotel and they'll arrange to make payment of it. So we changed the hotel to The hotel Kizomla, Gangtok.

On 25th as per itinerary we've to visit tsongmo lake and Baba Mandir but your team and transporter couldn't arrange it and our whole day just got wasted and they sent a car at 2 pm and he showed us 2 local sightseeing points. And also asked for Extra money to drop at our hotel. Which is contradictory to what you promise as pickup and drop from hotel.

We had to checkout on 26th morning but your team failed to make any payment so we've paid by ourselves despite of sort of money on us.

Your transporter provided us the car at 2 pm and by that time the road to Lachung was already closed due to landslide.if you had provided the car in the morning we could have make it to Lachung and could save another day ruined. And because of that we had to spend another day at Gangtok and we've also paid for that hotel.

On 27th may, We're constantly trying to be in contact with your team but still they couldn't help us with making payment for the hotel.

So we've paid for 25th, 26th and 27th May in the Kizomla hotel by ourselves. that we need to get refund.

On 28th may we're transferred to Darjeeling. But the provided hotel Anjali was in so poor condition that even on the worst day I would not stay there and I had to stay there because of no choice left. And the hotel staff was very rude as they instantly said this is the condition if you don't like it just leave. As it was evening we didn't have any choice and your team didn't help us resolving the issue on time so we had to stay overnight there and it was a horrible experience. I've already sent the pictures of the room in previous mails. It was way below any Hotel standards.

After doing so many calls and distressing wait on your customer care numbers and hour and hours of repeating the same issues to the different person everyone on the same number.

It was totally horrible and stressful experience and that too on a family holiday.

I want full refund of the tour that I've paid which is 1,14,000 plus the hotel charges that I've paid in Gangtok as mentioned above, plus 500 rupees for transportation to hotel from where driver left us on 24th. 250 rupees that driver took to drop us back to hotel on 25th. Then we did sightseeing on our own at Gangtok which did cost us 1000 rupees.

So I want all this refund with 1,14,000 plus hotel bills which I've attached in the mail.

I've already launched a complaint in the Department of Consumer Affairs, so revert back ASAP as taking this matter seriously.

I hope for positive and quick response and refund within the least time.