Ludhiana: District Consumer Dispute Resolution Commission ordered online hotel and house service (Oyo rooms) to pay guest 25,000 rupees for serious service failure for alleged denial of reserved rooms and prepaid by him. The commission also ordered the company to reimburse Rs 25,506 to the client, Dr. Kulwant Singh of Guru Nanak Settlement.
The complainant said he and his medical colleagues intended to travel to Nainital during the summer vacation, for which he had booked four rooms in a hotel on the opposing party’s website on June 7. 2017. The Complainant paid 42,200 rupees for the reservation of four coins from his bank account. The complainant received the booking confirmation via a WhatsApp message on his mobile number.
When the complainant, his family and friends arrived at the relevant hotel in Mallital (Nainital) at around 8 p.m. and showed the booking confirmation to the service staff, the staff refused to acknowledge any booking. The complainant contacted the opposing parties and complained about the unavailability of the rooms but was refused any help. The complainant had to stay at another hotel after paying a much higher rate. When the complainant asked the opposing party for reimbursement of the amount of the reservation, they only reimbursed 14,494 rupees. This was alleged to amount to a lack of service and an unfair trade practice on the part of the respondents. According to the respondents, the reservation was for only four people instead of four families or 16 people, as the complainant claims. Even in the confirmation message, it was specifically mentioned that the four bedroom reservation was for four people. The applicant was refused accommodation in rooms for four families of 16 people. Due to high season there was no refund policy but as a goodwill gesture they refunded the one night rate.
The commission estimated that the reservation was for four rooms for four people, it is unthinkable that there could be a restriction of stay of only one person in a room. In case of a stay of more than two people, especially children with the couple / parents, the hotel usually charges a supplement for an extra bed for an extra person / child.