Night In Car Hotel Denies Confirmed Booking Man Awarded Rs 10000

ding a confirmed reservation.

A bench of president Sanjeev Batra and member Monika Bhagat remarked that the act of the opposite parties not only amounted to the adoption of an unfair trade practice but also ran counter to the Indian tradition/belief of “Atithi Devo Bhava”.

“The act and conduct of the OPs not only amounts to adoption of unfair trade practice and rendering of deficiency in service, but also against the Indian tradition/belief of ‘Atithi Devo Bhava‘ (The Guest is GOD) which represents the core philosophy of hospitality and equivalent to respect deeply rooted in Indian Culture,” the bench observed in its order dated May 27.

According to the complaint, the man had booked a room at Yatari Palace, a hotel listed on OYO’s platform, for a stay between January 17 and 18, 2023. The complainant stated that OYO provided him with a booking ID, which was confirmed and partly paid for.

However, when the complainant and his companions reached the hotel at around 1.30 am on January 18, they were unable to check in.

The complainant stated that, with no accommodation available at that hour, he and his companions had to spend the remainder of the night in their car before eventually receiving temporary shelter from a nearby hotel. He claimed that repeated representations, including a legal notice and an email complaint, elicited no response from the service providers.

OYO contested the complaint, arguing that it merely operates a technology platform connecting guests with hotels.

The company maintained that its records showed a valid booking and denied receiving any formal complaint regarding check-in difficulties. It further contended that the complainant had failed to produce evidence supporting allegations of deficiency in service.

OYO submitted that if the complainant had reached their executive, he would have been duly assisted and his grievance would have been redressed.

The ruling emphasises that online hotel booking platforms and their partner hotels cannot evade responsibility when a confirmed reservation is not honoured. The commission reinforced that consumers are entitled to the accommodation they have booked, and service providers must have effective mechanisms to assist customers when bookings fail.

For consumer-related grievances, individuals may contact consumer helpline in their respective states (Chandigarh helpline: 0172-2700183) or call the National Consumer Helpline at 1915 for assistance.

Ashish Shaji is a Senior Sub-Editor at The Indian Express, where he specializes in legal journalism. Combining a formal education in law with years of editorial experience, Ashish provides authoritative coverage and nuanced analysis of court developments and landmark judicial decisions for a national audience. Expertise Legal Core Competency: Ashish is a law graduate (BA LLB) from IME Law College, CCSU. This academic foundation allows him to move beyond surface-level reporting, offering readers a deep-dive into the technicalities of statutes, case law, and legal precedents. Specialized Legal Reporting: His work at The Indian Express focuses on translating the often-dense proceedings of India's top courts into clear, actionable news. His expertise includes: Judicial Analysis: Breaking down complex orders from the Supreme Court and various High Courts. Legal Developments: Monitoring legislative changes and their practical implications for the public and the legal fraternity. Industry Experience: With over 5 years in the field, Ashish has contributed to several niche legal and professional platforms, honing his ability to communicate complex information. His previous experience includes: Lawsikho: Gaining insights into legal education and practical law. Verdictum: Focusing on high-quality legal news and court updates. Enterslice: Working at the intersection of legal, financial, and advisory services. ... Read More