Kurukshetra District Commission Holds OYO, Its Registered Hotels Liable For Denying Check-In Despite Confirmed Bookings

Brief Facts:

The Complainant, an unemployed youth, was seeking job opportunities. He applied for the position of Police Sub-Inspector in Haryana Police through the Staff Selection Board, Panchkula. Allegedly, he received an admit card for a written test scheduled at a specific location in Faridabad. To pursue this opportunity, he booked a room at Hotel Mahek through OYO for Rs. 399/-, paid from his SBI account.

Upon reaching Faridabad, he claimed to have visited Hotel Mahek but was denied a room despite payment. When he contacted the customer care of OYO, he was directed to book another hotel, Crown Inn, for Rs. 499/-. However, he faced the same situation at Crown Inn and spent the night outdoors, resulting in fatigue and fever. The Complainant made several communications with OYO for a refund but didn't receive any satisfactory response. Feeling aggrieved, the Complainant filed a consumer complaint in the District Consumer Disputes Redressal Commission, Kurukshetra, Haryana (“District Commission”) against OYO and the hotels.

In response, OYO stated that the Complainant approached them after being denied check-in at Hotel Mahek and was advised to book another hotel, which he did independently. It stated that the complaint about check-in denial at Hotel Crown Inn was lodged 19 days later. Further, if the Complainant had contacted their helpdesk after the incident at Crown Inn, a resolution could have been provided. It claimed that a refund was provided as a goodwill gesture for the denial of check-in at Hotel Crown Inn.

Observations by the District Commission:

The District Commission noted that the Complainant diligently pursued career opportunities, specifically applying for the position of Police Sub-Inspector in Haryana Police through the Staff Selection Board, Panchkula. The Complainant took necessary preparations, including booking a room through the OYO Hotel and securing railway tickets for his travel.

Despite these efforts, the Complainant faced significant challenges upon reaching Faridabad. There, the Complainant was left stranded on the streets, enduring discomfort and illness, thereby affecting his ability to attend the scheduled exam for the ASI Police post. The District Commission held that OYO and the respective hotels directly impeded the Complainant's career aspirations and caused mental distress.

Further, the District Commission noted that OYO's counsel expressed readiness to reimburse the amounts charged for the unsuccessful bookings. Therefore, the District Commission directed OYO and the respective hotels to refund the amounts paid to the Complainant along with 9% penal interest. Additionally, they were directed to pay Rs. 50,000/- compensation and Rs. 20,000/- litigation costs to the Complainant.