Refund not given by Booking.com/OYO Hotels/Hotel O Villa

A

anilraikwar

New member
Hotel Name
Hotel O Villa or OYO or Booking.com
Website Name
www.booking.com
Customer Care Number
000 800 001 607
Loss Amount
3311
Ratings
5.00 star(s)
Opposite Party Address
via Booking.com online website with middle agent OYO Hotels
Hotel O Villa
House no 8A B.K.Banerjee Road mamfordgunj Near sangam vihar colony near Nakshatra digetal library mamfordgunj, Prayagraj, 211002 Prayagraj, India
PH: +911244588630
1. Hotel in Prayagraj booked on November 21, 2024 as in attached email (HotelBookingConfirm.pdf). Booking ID is 4659725958 and PIN is 4743
2. The partial payment was made on November 24, 2024 (please see attached proofs - 'SCBankStmtForPayment.pdf' and 'Booking_paymentproof.jpg').
3. Booking was cancelled on January 31, 2025 due to train tickets not confirmed (HotelBookingCancel.pdf).
4. Free booking allowed till 23:59 on February 1, 2025 as per email confirmation shared by Booking.com (please refer email 'CancelReminderAndFreeCancelDateTime.pdf')
5. Called directly to Hotel O villa for refund after waiting for 15-20 days as required by their process. After 2-3 calls later, they refused to pay back the refund.
6. Called twice OYO hotels support and they too refused to pay refund but asked them to share the communication in this regard stating reason for refund (please see emails ('OYOSupportReply1.pdf' and 'OYOSupportReply2ReferBookingCom.pdf')
7. Called Booking.com support on 0008000016075 (toll free number) twice first on March 25, 2025 and another on April 4, 2025. They asked me to share proof of payment which I did so promptly and assured me to get refund within 2 weeks after communication to OYO/HotelOVilla. Till date there is no feedback and no refund.

So even after cancelling within the given timeframe, I was declined the refund. I know it is not big amount but they must follow the policy and their own wordings. Its around 4+ months I am struggling to get the refund and wasting my time in calling them.
 

Attachments

Hello @anilraikwar

I'm sorry to hear about the difficulties you've encountered in obtaining a refund for your canceled hotel booking through Booking.com, OYO Hotels, and Hotel O Villa. Based on your detailed complaint on ConsumerCourt.net, it appears that despite canceling within the free cancellation period and providing all necessary documentation, your refund of ₹3,311 has not been processed even after several months.

Summary of Your Complaint​

  • Booking Details: Hotel O Villa in Prayagraj, booked via Booking.com on November 21, 2024, with partial payment made on November 24, 2024.
  • Cancellation: Booking was canceled on January 31, 2025, due to unconfirmed train tickets. The cancellation was within the free cancellation period, which allowed cancellations until 23:59 on February 1, 2025.
  • Refund Attempts:
    • Contacted Hotel O Villa directly after waiting 15–20 days; refund was refused.
    • Reached out to OYO Hotels support twice; they also refused the refund but asked for communication records.
    • Contacted Booking.com support on March 25 and April 4, 2025; they requested proof of payment, which was provided, and assured a refund within two weeks. However, no refund has been received to date.

Steps to Seek Redressal​

  1. Document All Communications: Ensure you have copies of all emails, payment proofs, cancellation confirmations, and records of conversations with Booking.com, OYO Hotels, and Hotel O Villa.
  2. Send a Formal Complaint:
    • Booking.com: Email their customer service detailing the issue and attach all relevant documents.
    • OYO Hotels: Contact their support team with the same information.
  3. Approach the National Consumer Helpline:
    • Website: consumerhelpline.gov.in
    • Phone: 1800-11-4000 or 14404
    • Register your grievance by providing all relevant details and documentation.


  4. Send a Formal Legal Notice
    • Draft a legal notice detailing the issue, OYO inadequate response, and your demand for refund of the debited amount of 3311/-.
    • This can be done through a lawyer or by contacting our team that offer legal notice services.
    • Note: Always send notice via Registered Post only.
  5. File a Complaint with the Consumer Forum:
  6. Jurisdiction: District Consumer Disputes Redressal Commission in your area.

  7. Procedure:
    • Draft a complaint detailing the issue and relief sought.
    • Attach all relevant documents: booking confirmations, payment receipts, communication records.
    • Submit the complaint along with the requisite fee.
    • Attend hearings and present your case.

Legal Precedents Supporting Your Case​


Case Highlights

CC/543/2019
Haryana - Gurgaon - Oyo Rooms / Oravel Stays Private Limited V/S Chander Mohan Sharma

Briefly stated, it is the case of the complainant that keeping in mind his exam center for his HPSEC exam located in Sector-11, Panchkula, he planned a trip with his family for two days from Gurugram to Shimla/Kufri on 24.05.2019 to 26.05.2019. During his visit to Shimla and Kufri on 25.05.2019, the complainant searched a hotel in Panchkula with OYO Rooms for two rooms and as a result, he selected a hotel namely “Panchsheel” (OYO 3515) address of which was mentioned as “Naraingarh Road, Panchkula”, thinking that the said hotel “Panchsheel” was located in Panchkula near his exam Centre as the name and address given on the website of the OYO reflected so. Accordingly, the complainant paid an amount of Rs.1731/- onwards, through app of the OYO Rooms for having booked the above said two rooms in the hotel Panchsheel (copy of the invoice receipt annexed as Annexure A).

However, when the complainant reached Panchkula, he called the hotel services requesting them to share the location of the said booked hotel, in order to reach the hotel, in the late night, he came to know that the said hotel was approximately 32 KM away from Panchkula city. As the complainant along-with his family members was standing on the road in late night at Panchkula city and it was not possible for him to drive 32 KM to reach the booked hotel in the late night, so, despite feeling manipulated by the mentioned improper address on the OYO app of the said hotel, the complainant again called the OYO help line services thereby requesting their assistance to arrange two rooms in a nearby hotel in Panchkula, pursuant to which, the OYO help assistance suggested /provided two rooms in a hotel namely “TAJ INN” (OYO 38037). The OYO help assistance aforesaid further sent a link on the complainant’s mobile for booking and payment. Relying upon the words of OYO help line assistance, the complainant opened the link, checked the availability of the rooms and after satisfaction, he made the payment towards the booking of the said rooms for an amount of Rs.3,059/-. The payment aforesaid was done successfully and booking confirmation message and email were received by the complainant on his phone (copy of said messages, photographs and invoice)

ORDER
If the order of this Commission is not complied with, then the complainant shall also be entitled to file the execution petition under Section 71(1) of the Consumer Protection Act, 2019 and in that eventuality, the OPs may also be held liable for prosecution under Section 72 of the said act which envisages punishment with imprisonment for a term which shall not be less than one month, but which may extend to three years, or with fine, which shall not be less than Rs.25,000/-, but which may extend to Rs.1,00,000/-, or with both.

Oyo Rooms / Oravel Stays Private Limited V/S Chander Mohan Sharma - Consumer Court Case - 2023-05-08

Consumer Court Case against Oyo Rooms / Oravel Stays Private Limited V/S Chander Mohan Sharma - Consumer Court Case against - Oyo Rooms / Oravel Stays Private Limited
www.consumercourt.in www.consumercourt.in


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Before taking legal action, it is advisable to first send a legal notice to the Opposite Party.
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Regards,
Support Team
 
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