Complaints

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  November 30 to December 1 $39.73 Was a one night stay at the oyo hotel I arrived at the time that the hotel stated was check in time at 3pm After getting my card for my room I was told to give the maids about 10 minutes to finish cleaning the room.So I sat around about 30 minutes never seen a maid open the door and usually Ive seen at different hotels the maids will have their cart with supplies and they usually leave the door open. But I never saw a maid come in or out of the room and with hopeful wishes that Id walk in and everything would be already cleaned and I could relax. So I just decided to try the card maybe the front desk confused my room with another one, when I walked in there was a woman in the bathroom on her phone playing something pretty loudly and while putting on her makeup in the bathroom mirror I asked if she worked there and she said no that the front desk told her she could take a shower and she asked if I was staying in the room I told her yes and she apologized and said she would be leaving in just a minute and I said alright. I knew I wouldnt be staying there after taking a look around and the condition of the room. There were holes in the walls at least one hole on each side of the room on every wall the bed looked like someone mightve died on it or there were at the least a infestation of bed bugs and cockroaches this was literally the worst hotel Ive ever walked in and Ive stayed at many hotels I stayed at over 100 hotels just last year in the ***************** area and been in a couple that were very bad but nothing to the level of this place. This hotel should not even be open it is wrong to have very very misleading photos when booking a stay there. I went back to front desk and expressed my concerns and was told there were no more available rooms and I ask for a refund and was told that because I booked through a 3rd party that the 3rd party would handle the refund.I will update after a reply if I am given a refund.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Transaction was made on May 9th, 2023 online through Booking.com. I paid the business, OYO Hotel, one thousand three hundred and fifty dollars and twenty two cents ($1,350.22). Business, OYO Hotel, was supposed to provide a room with basic and functional amenities. I found the room, which basic amenities were not functional and some not present, being of very poor quality. I checked out within 5-8 minutes of being there, returned keys and left premises and started the process of requesting a refund through the booking site (Booking.com) since that was how I originally booked the room. OYO Hotel is refusing to give refund because they claim that they did a walk-through of the room and that it was fine. I have pictures of the issues proving otherwise. Even after providing proof of issues, the business has ignored my request for refund. Please read the full, necessary details in the *** I have attached: "__The Main Information and Conversation Between ******** and OYO Hotel Through Booking.com" Booking ID (Booking.com): OQZO1817 Confirmation Number (also listed as a "booking ID"): **********

  Business response

  05/19/2023

  We would like to inform you that we were unable to fetch the details of the guest. Kindly provide the correct booking ID or phone number associated with the booking and kindly elaborate on the concern. So, that we can assist you accordingly regarding the concern.
  
  Your understanding is highly appreciated.
  
  Regards,
  Zingran Haoshimwung
  OYO Guest Experience Manager
  

  
  

  Customer response

  05/20/2023

  Complaint: 20073614
  
  I had to reject response to reply. I am including the information you requested: I booked a room at OYO Hotel Midland for the period of May 12th- June 9th. My wife and I honored the reservation and showed up on time, but were extremely unsatisfied upon arrival. I am seeking a full refund of $1,350.22. There are proof of my claims (photos) attached to the original complaint, as well as a *** that is word-for-word of what I will include here. Though, the *** also includes screenshots of the messages that were between myself and OYO Hotel Midland through Booking.com.
  
  The confirmation of the booking that we were given is **********, though I understand this might just be for Booking.coms records, because this number is listed in every message that OYO Hotel sent through that website while trying to resolve this issue from there. Another booking ID that I see on our booking through Booking.com is OQZO1817. My name is ************************************ I cant give full identifying information through this complaint as per the BBB Complaint Guidelines, this information would likely be removed anyway before being passed to OYO Hotel. We were given the room 201, and again, we had it originally booked for May 12th- June 9th. We spent $1,350.22. OYO Hotel should be able to find our booking through this information.
  
  Upon arriving, we checked in and went to the room. We were only in it long enough to realize all that was wrong with it. I estimate that it was about 5-8 minutes. During this time we took photos (just in case of a situation like the one we are in coming up) of the majority of issues and a video (that I am unable to send with this complaint) of the sink leaking when turned on, and booked a different hotel for our stay in Midland. 
  
  We left the room and went to the main office, which is located behind OYO Hotel at an entirely different hotel on the same premises, and went to check out, return the keys and request a refund. We had to wait because the person tending the front desk was on a break, so we stayed in our vehicle for about ***** minutes before attempting to speak to them again. When I went in again, the front desk attendant said I would have to request it through Booking.com since that was how I booked the room. So, I returned the keys and checked out, then went to the other hotel that I booked. When we were situated at the other hotel, I initiated a conversation with OYO Hotel through Booking.com to seek a refund for the room there, Room 201, that my wife and I did not stay in.
  
  We got a message explaining that the property manager (we were not given a name), claimed "The room offered was clean and didn't have other issues", which is a blatant lie. Luckily, my wife had taken the photos of the issues. We weren't able to send them the video of the leaking sink either, unfortunately. 
  
  The major issues that are pictured: stove top with missing dial (unsafe), exposed light fixture in restroom (unsafe), exposed electrical socket coming out of the wall in the restroom (unsafe), sink would leak from under the handle when turned on (the sink was the single-handle type, where you pull the handle up and to either the right or left to control the temperature of the water)
  
  The minor issues that are pictured: no glass plate in microwave (not usable, we looked for the plate and it was not to be found), not one but two clothing iron holsters with no clothing iron (also not to be found in room) two basic room amenities that they couldn't provide us.
  
  Smaller problems: no toilet paper holder, chipping on toilet seat we took pictures of this because the hotel has a $100 "damages fee" that is charged when booking and is reimbursed when leaving if no damages are found. We did not want to be blamed for these things.
  
  Major issues that are not pictured: the door to the room was loose. It was missing its deadbolt and a security latch/chain this might have been the worst problem of all, it made us feel unsafe in the room. Workers with access to the keys could walk in whenever they wanted to and that was unacceptable. 
  
  Minor issue that is not pictured: a television that did not work (another basic amenity) 
  
  Smaller issue that is not pictured: a mirror that was placed on the floor (we're assuming the wall wasn't strong enough to hold it for too long and that's why it was placed on the floor, but we are unsure) 
  
  With all of these issues, it would have been impossible to comfortably stay for the time that we booked. The things we needed were not functional. It is unfair that the business decided to be untruthful about the condition of Room 201, and that I am out $1,350 for it. For a room we did not stay in for even 10 minutes. Its not like the room was not able to be booked to someone else/ resold because of this situation- again, we checked out immediately. Even after being shown proof that the room was not how the property manager said it was, we received the We spoke with the property manager at OYO Hotel Midland and were able to verify that the room offered to you was clean and didnt have other issues. Therefore, we are unable to help you with the refund message again, making us feel like they are not willing to take our request and complaints seriously.
  
  Again, we are seeking a full refund of $1,350.22 from OYO Hotel. Thank you.
  
  Regards,
  
  ***********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩