I had booked an hotel at OYO rooms for 05-Mar-16 which had the option of Pay at Hotel and Pay instantly/ in advance and I had paid for it in advance through online payment. Due to some reason I cancelled my booking on 04-Mar-16. However, as per company policy, booking amount cannot be refunded if the booking is cancelled within 24 hours of scheduled time. Therefore I then requested your Customer Care executive to restore the booking back (in an hour’s time). But the executive mentions that I need to book the room freshly and pay additionally for that and the cancellation charges cannot be adjusted as per the Company Policy. They also mentioned that, in case I would have opted for pay at hotel option, they would have not charged cancellation charges for cancellation nor would there be any penalty if I would have not turned up or not occupied the booked room.

Complaint : 1. How can a company have a different policy for cancellation charges for different type of payments i.e. if a customer opts for pay at hotel option but does not turn up there are no cancellation charges whereas if a customer who pays in advance does not turn up he is penalized. If a customer opting for pay at Hotel is not penalized for cancellation then why a customer paying in advance should be penalized where no additional benefits are given to customers paying in advance. 2. Why are cancellation charges charged without rendering a service or without booking a room/ allotting a room to me. And if room was allotted why it cannot be re-allotted to me/ booking restored immediately after cancellation.

1. Validity of company’s deferential policy for charging cancellation charges for customers with different mode of payment without offering any additional service. 2. Why are cancellation charges charged by the Company when they have not rendered any service nor already allotted a room to me against my booking. 3. Refund of booking amount.

Email Id: carohit.82@gmail.