India: Is OYO Rooms is alienating customers due to misplaced priorities?

OYO Rooms founder Ritesh Agarwal. Photo: Ramesh Pathania/Mint

On 24 January, Manoj Thelakkat, a Bengaluru-based recruitment professional, took to social networking platform Facebook to share his experience of being an OYO Rooms customer. The roughly 1,400-word post, headlined ‘The Ordeal called OYO Rooms’, details his frustrating experience of first being denied a pre-paid room at a Mumbai hotel, OYO’s shoddy customer service when contacted for a solution and, ultimately being checked into a room that (going by the photos posted) was uninviting, to put it mildly.

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