The Silicon Review
08 July, 2019
There’s no doubt India-based OYO Rooms is spreading its wings at the global level. In fact, the firm’s global operations are now growing faster than its India business. Keeping this in view and customer disservice becoming the norm, it looks like OYO has diverted its focus from India to the international market. In other words, the firm’s local market is tumbling in terms of growing customer dissatisfaction.
Initially, when OYO was launched in 2013 it set a benchmark in the industry and defined customer service standards for competitors.The firm made a difference considering its very attentive and considerate service. However, the number of its fuming customers is growing.
The Silicon Review’s Principal Correspondent, Javid Ali, talked to several of such customers who shared their ‘bad experiences’and said:“they were deceived”. Here’s a customer who is describing the ‘ordeal’ in her own words: This is an email copy which she wrote to OYO higher-ups. The booking IDs mentioned in the mail are omitted due to privacy concerns.
“I am writing to bring to your kind notice that your firm is not fully complying with the customer service it boasts of. The service provided has been appalling; it seems like your firm is losing its ground. OYO has crossed every limit with reference to being unable to stick to its basic work ethics: Its contact centre fails to provide details when a room is denied post booking, for instance.”
“The intervening night between 6th and 7thof July, I booked a room, once I reached to the facility; the room was denied saying it’s no-longer partnering with OYO. I was mystified by this bizarre move. It was past midnight. Instantaneously, I contacted OYO, but to no avail; calls were being hung up.”
“Later, I booked one more hotel via OYO; I was shown the door again while an aged receptionist stating the same breaking-up-with-OYO scenario. I had to travelat least nine kilometres to get to the establishment. Not losing hope, I booked a room again, I was shunned yet again. This time I had to travel at least 10 kilometres.”
“In a nutshell, I want OYO Rooms to compensate for everything: travelled as many as 30 kilometres, etc. If not compensated, I will file a report with Consumer Affairs and lodge an FIR with the local law enforcement agencies.”
“Most importantly, it’s not easy for a lady to travel post-midnight all by herself!”
OYO Rooms is India’s largest hospitality company, consisting mainly of budget hotels. The firm has grown to over 500 cities in India, China, Malaysia, Nepal, the United Kingdom, the United Arab Emirates, Saudi Arabia, the Philippines, Indonesia and Japan, and operates 450,000 rooms globally as of January 2019.
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