Customer faces difficulty getting refund from hotel
Published on: Tuesday, April 07, 2020
By: Sidney Skinner
Photo for illustration only.
A PENAMPANG resident has expressed her displeasure about the difficulties she encountered in getting a refund from an OYO hotel in Tawau, after she and a friend were told to prematurely vacate their rooms, a day before the movement control order (MCO) came into effect.NESS said she had booked two rooms between March 8 –28 at the hotel.
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“Me and my colleague had been sent from the State Capital to the district to carry out some work,” she said.
“On March 17, we were asked to leave the hotel as the MCO was about to be enforced.”
She said she used her debit card to settle the charges for one booking, while those for the other were paid for in cash.
“When I asked about getting a refund for the remaining 11 days – which we had booked for but were not staying at the hotel – the counterstaff asked me to take up my query at the OYO Helpline.
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“Per this advice, I spoke to a Helpline staff and later emailed the company about what happened.”
Towards the end of March, Ness received confirmation that OYO was processing a refund for the room charged to her debit card.
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“I received an invoice for the other room, which seemed to indicate that I was liable for a penalty of almost RM149 because me and my co-worker had left before we were meant to.”
She said she had forked out just over RM686 for a three-week stay in this room.
Ness was understandably upset by what had transpired.
“We had merely been complying with the management’s instructions to check out off the hotel before our stay was up.
“I think it is unfair to charge me for services which neither me nor my colleague made use of.”
She said she had tried to seek clarification about this matter from OYO.
“The Helpline personnel who took my call, this time, could only tell me to email a different address.”
An OYO spokeswoman said the company would have to verify the customer’s claims.Stay up-to-date by following Daily Express’s Telegram channel.
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