Days after Northeast Now highlighted a goof up made by OYO over rooms, the hotel chain has said ‘sorry’ to the guest and clarified that the goof up occurred ‘due to an unintentional human error’.
A spokesperson of OYO in a clarification emailed to Northeast Now said, “Due to an unintentional human error, the early check-in charges were levied in the system by mistake. However, no additional amount was collected from the guest.”
“We sincerely apologise for the inconvenience caused. This is definitely not the kind of OYO experience we would like any of our valued guests to have. We are incredibly particular about the experience we deliver to our guests and are fully committed to ensuring our guests enjoy their stay. We have investigated this incident internally and are in touch with the guest to work towards a mutually acceptable solution,’’ said an OYO spokesperson.
The guest, Debashis Roy Chowdhury, however, refused to accept it as mere ‘human error’.
“How come a hotel charge Rs. 1,800 as early entry charge for a room which I booked at Rs. 700 or Rs. 800 per night? The OYO also failed to address my problem for two days. They took note of the situation only when a media outlet, Northeast Now highlighted the issue. But many guests would not think of this option and just let it go,” Chowdhury said.
“I have received call from the OYO and they have apologized to me. However, I shall be convinced that OYO’s concern is genuine only when I see OYO severing ties with the Swagatom Lodge.”
The Swagatom Lodge had snapped the air conditioning of the room which was allotted to Chowdhury after he objected to make additional payments against his bookings.