Synopsis
‘Fix on the fly’: Oyo’s top executives would often use this line during its breakneck-expansion phase. Problems mounted, and the pandemic grounded the plane. But in its wake, it also brought an opportunity to fix nagging issues. The jury is out whether that opportunity has been used well.
Oyo founder Ritesh Agarwal is now holding weekly town halls with employees, whom he calls ‘Oyopreneurs’. Through 2020, he used to have these meetings once a month. Retreats from major markets after quick expansion; backlash from angry hoteliers; stories of bad customer service; questions on business practices; a sudden drop in business following the pandemic; and massive retrenchment — Oyo saw it all in the past year. The chaos at every level
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