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“Expedia / OYO Malaysia Hotel Chain Misrepresentation,...”

written by EileenFlood on 06/12/2016

When is a Hotel Not a Hotel ? When Advertised through OYO Malaysia on Expedia etc!

In Good faith I booked a hotel through Expedia.co.uk after extensive research on their website and others for a hotel in Kuala Lumpur (Malaysia) and found a hotel called and I Quote ‘Premium Brickfields Gandhi’s Kuala Lumpur’ which we found later does not exist.

We arrived Kuala Lumpur in the evening of the 30th November 2016 after an exhausted 16 hours, three flights journey and attempted to locate our hotel at the address advertised on Expedia and this OYO (Hotel reservations agency) Their address still shown as ‘ 21E, Jalan Tun Sambanthan 3, Kuala Lumpur, 50470, Malaysia’ and found it not existing at this address. Asking at several hotels who tried to phone the OYO so called Customer service they were unhelpful to say the least. Finally we were informed at the Prescott hotel who actually received a straight answer that it is actually now called Lotus Hotel at 250 Jalan Tun Sambanthan, Brickyards. But nothing like the pictures advertised, indeed this Lotus hotel looked like a dump in actual comparison.

Two hours of walking to find our hotel we arrived at this ‘Lotus hotel’ with staff who could barely communicate in English and looking as if we were in Bagdad not Malaysia.

Two hours further of attempted communications with staff at this Hotel Lotus and OYO got us know where. Indeed OYO (Changing their story) tried to dare suggest they attempted to communicate with us Via our old home phone not email but were unable to while their email spam regularly got through to us!

The hotel they decided to give us Not the Advertised ‘Premium Brickfields Gandhi’s Kuala Lumpur’ that simply does NOT exist has No Breakfast or Restaurant facility, and pale into insignificance to the one we booked on Expedia.
We actually found with the help of staff at the ‘Lotus Hotel’ where these false pictures originated from, they were taken from a Hotel OYO do not use called Royal ….something Not as described.

They at OYO Customer service refused to take any responsibility and offer any help. Exhausted, close to midnight we were forced to stay in this Lotus hotel.

Loud Banging and Loud Speakers with Bollywood ‘music’ coming through our walls! No Windows. Old and Dirty furnishings and Grey Oily Linen / Towels and Cockroaches, etc.

A Cleaner that would stalk you and demand “Tips” even forcibly entering one’s room and even follow you when you return to the room forcing his foot to the door so one can’t close the door, demanding “Tips” for doing his Basic cleaning duties for the room which he did Badly (No Toilet paper, etc) !

The ‘Non-smoking’ room was filled with the acrid smell of Cigarettes coming from the hallway under our door. Loud voices and continually loud banging from the room above all evening and very late at night.

One lift for the needs of all staff and guests.

Again in complete contrast to what the advertised pictures stated, pictures taken from another Hotel to falsely advertise a hotel they at OYO do not offer!

OYO if you had to replace the Hotel at the last minute then they could of easily emailed us, again their regular unwanted advertising emails got through almost daily to us!
OYO should of offered a hotel Similar comparative Hotel not one at the extreme opposite end to what we are forced to accept. One with the Promised ‘Free Breakfast included’ and with staff who can communicate in English and with WIFI which we have not had for days at this hotel!

Meanwhile Expensive calls to Expedia UK had to be made with No other forms of Communications open to us. We still await an amicable resolution while being Totally Ignored!

We await still for their Reply from their so called Appalling 'Customer service' based in India.