I am writing this email with great disappointment with the kind of fraud OYO has done twice with me.
I booked three rooms in OYO 2974 Hotel Aastha Palace, Haridwar (BOOKING ID: CGZJ9086 booked by Prem Khandelwal over the phone at OYO help desk number +919313931393) on 09th May 2019 for one night, two days (27th May 2019). I paid INR 4902.00 in total via Net Banking.
However, I received a text message from OYO on 22nd May 2019 at 05:30 AM stating “Due to unavoidable circumstances, we need to change* your booking CGZJ9086 from OYO 2974 Hotel Aastha Palace to another hotel”. Click on link htts://www.oyorooms.com/upgrade-booking/72596583?utm_source=overbooking to select your new hotel. We are sorry for the inconvenience caused. Thanks for choosing OYO. *T&C Apply
Again at 11:34 AM, I received another text message from OYO,
Dear Guest, we are unable to reach your phone however, I never received any call from OYO. Your OYO has been shifted to a nearby property,Collection O30114 Pramila Inn.
For help, call +919313931393 *TnC- Every guest must carry an original govt. issued address ID proof (PAN Cards not valid)
So, they changed my booking without taking my authorization giving a reason, this property has stopped receiving any bookings from OYO which was completely false.
The same reason they gave me last year in 2018 when I booked property in Gandhinagar, Gujarat through OYO.
When I contacted them on 24th May 2019 to know what's going on, I spoke with their Guest Manager Abhay, he canceled my booking as my requirements were not met. He sent me an email stating booking has been canceled and refund will be credited within 7-14 working days however, it has been more than 14th working days, I have not received my refund. I tried to contact them many times about it, however, ended up with the same response, you will receive a refund in some time.
So, lastly, I spoke with Guest Manager Erika Singhal, she was an unprofessional and giving false information over the phone. She straightforwardly denied of refund stating that I was denied check-in at the property as I did not have valid ID proof. I said I how could I check-in when I did not go to that property.
When I asked her, from where she was giving this information, she said, she checked with her ground department. When I said I have an email for the refund, she said, let me check it and place the call on hold. After that, she said, I will receive the refund within 24 hours.
This time, we decided to go to the Hotel VLEE just to check if OYO has given correct information that this property has withdrawn contract with OYO however, we were all shocked when we reached there. This property was well maintained by OYO authority after asking with the Hotel Manager.
So, we asked him to give us rooms however, he denied us to check-in and said, our property has been changed by OYO however, when we asked, why it was changed, he referred us to ask OYO. So, we threatened the hotel manager for calling the police for the false information.
After that, he contacted the OYO area manager that we are calling the police for false information, area manager Yatin Singhal said him to allow us to check-in.
We were 8 Guests, 6 were seniors. We got our rooms after 3 hours.
However, OYO has never apologized for this fraud.
Not only me, but there are also many complaints against OYO about the same thing with other Guests when I checked in a different forum online.
This is a very serious issue, OYO is playing with the sentiments of their Guest.
I want to raise this issue to the highest authority in India so that strict action must be taken against OYO so that this should not happen again with other guests booked with OYO.
It is my humble request to please investigate the business model OYO is following.
I am feeling very dejected the kind of behavior I have received from OYO.
I am yet to receive my refund. So, please help me to get the same as refund time frame has already crossed however, I am yet to fight for the refund.