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OMG Hotels – Shockingly Poor Service and Broken Promises 🚫

If you’re considering booking with OMG Hotels, save yourself the stress and money — this was the worst experience we’ve ever had with a travel provider.

We booked a theatre and hotel package nearly two years ago, specifically to see Mrs Doubtfire and stay in a 4-star hotel for two nights. The voucher lasted two full years, and yet when we finally tried to book, we were abruptly informed that Mrs Doubtfire was “no longer available.” At no point had they warned us this might happen. They did replace the tickets with another show, but it wasn’t what we wanted, and it wasn’t what we paid for.

Things only got worse from there. In May, we received confirmation of the hotel we’d be staying at — and again on the Wednesday before our July trip, they sent us a hotel voucher confirming the booking. So imagine our shock when we turned up at the hotel on Friday at 11:15am to be told OMG Hotels had cancelled our booking earlier that week — with no prior notice.

Worse still, they refused to speak over the phone and only communicated via email. At 11:28am — after we’d already arrived — they contacted us to say there was a “problem” with the hotel and it was now full, so they’d moved us two miles away to a different part of London. When we spoke to the original hotel, they told us there was space, but OMG Hotels had cancelled because the price was too expensive for them — despite us already having paid! They kept outr money for 2 months and had not actually made our booking - although they sent me confirmation!

So now we’re stuck, bags in hand, having to relocate across London with zero warning. While we battled through emails trying to resolve the mess, we missed several pre-booked excursions — losing even more money and wasting precious holiday time. The kicker? OMG Hotels offered us a £50 “goodwill” voucher. How is that goodwill when we’ve already lost far more? And why on earth would we ever use their service again?

The whole experience felt disorganised, dismissive, and exploitative. We will absolutely be pursuing monetary compensation, and strongly urge others to stay away. If i could have given this 0 stars, I would have!

How false and dishonest are this company , they ask my wife to respond to the reviews we have put on here and we’ll keep on doing this until they refund the full amount of money they promised. My wife responded to Frannie as requested over 3 weeks ago and still no reply from them .
As I have previously said they only reply to positive feedbacks that I deem to believe are false reviews . OMG you can prove me wrong if you can . Due to your total lack of integrity I doubt you can do this . You have stole our money and told lies about having refunded the full amount promised , I dare you to prove me wrong on this as I have everything in writing from you and yes I’m calling you out on this . You are the biggest dishonest company I have ever dealt with and I have advised everyone I know to steer well clear of you and Activity Superstore who contract there experiences out to you.

Bought this as a gift for my partner. We booked a date. A day before the actual date they sent a cancellation email because there were technical issues with the restaurant. Fair enough, things happen. We rescheduled the date. We received the hotel voucher, went to London to book in the hotel, all good (although hotel name was different in the voucher). And after that we discovered that there is no booking in the restaurant and the OMG customer service does not respond. After a couple of days they responded that they forgot to send out the reservation but they will not compliment the hotel stay(?). Silence after, despite trying to figure out what are our options. Paid £300 for a random night in a £150 hotel room without the main thing this product sells - the restaurant.

Frannie was efficient and dealt with my booking quickly.

I saw a deal on wowcher for a 2 night stay in london with dinner in the hard rock cafe. This was for a present for my son for his 21st birthday as he has always wanted to go to London and I thought it would be a nice surprise for him. However it states that I had to purchase the vouchers first before seeing the dates available. As it was for a special occasion and we only had certain dates that we could go I thought I would go onto their site and see if there was a way I could purchase this for the dates I wanted. This was the same way, had to purchase before seeing the dates. So I tried contacting them through the chat, not used anymore, facebook messenger, automated message that its not available and to contact through email which could take up to 5 days to return the email. As is birthday is in around 4 weeks time, I was wanting to get this sorted today as it is my only day off until the weekend. So I thought I would look at the reviews and it really has put me of booking this experience at all. It looks like if you don't receive help from Frannie, you have no chance in receiving a good holiday at all. So I haven't booked this as I prefer to book something that I could see if the dates I want are available first, mostly so i'm not wasting my money and the experience for my son for his 21st. I'm really surprised that with all the bad reviews, wowcher are still dealing with this company.

My husband received a OMG experience for his 50th Birthday. I contacted the Activity Supercentre earlier in the year to retrieve the experience which was described as 4* London Hotel and Theatre Experience. I provided the dates we were available and the show we wanted to see. As it was a Saturday I was told I had to pay additional as the Theatre showings weren't available on Saturday and payment was required before it could be booked. I queried the hotel, as a hotel in Twickenham was allocated and was provided Google images that Twickenham is in the district of London and the standard messaging not to contact them and all tickets will be issued 48 hours before the allocated date. We were due to go on the 5th July 2025. After 5pm on the 4th July we were contacted by the manager to apologise but the hotel was overbooked and we were no longer able to go. They offered different future offers. I replied immediately to say how disappointed we were but we would definitely want to rebook and I wanted assurance the benefits would be provided as the service has been terrible and I was given the assurance, that the manager would personally deal with it.
Subsequently I sent an email on the 6th July with our availability to rebook and heard nothing. I've since sent a further two emails and still received no reply. This was supposed to be a gift and has been nothing but hassle and we've not even used the experience, they cancelled less than 24 hours before, we paid extra for the show, paid for train tickets and receive no reply. Absolutely disgusting!! Whilst searching I've seen plenty of similar experiences! I wouldn't even give 1 star, no experience has been provided!!

Currently having a lot of trouble with this company so I'll return to this review if and when things are sorted out. Although it's been so disappointing so far that the 1 star rating won't change.

In April I booked a one-night stay at a Central London hotel plus a Mamma Mia theatre show for my Mrs for our anniversary. Back then they said they would email me the hotel and theatre vouchers with details no later than 48 hours before my chosen dates, but would often complete this before.

With three days until my dates and no sign of an email, I was getting a little nervous so I chased (their original email says not to chase but I had a bad feeling about it), I received no response.

I sent a second email within the 48 window and later on that afternoon I received my hotel voucher. Bear in mind this wasn't a response to my first email, but came from a do not reply address. Just made it look as if someone had received my email and suddenly remembered to send my vouchers.

On the other hand, if they had replied directly to my email with the vouchers, I would've been asking myself what would've happened if I didn't email in the first place, so overall I was just relieved to get some sort of response.

They said my theatre tickets would follow between 7-10pm that night. It's now 01:30am and I still haven't received them. The show is supposed to be this evening and I still have no idea where I'm going and what time.

Even if the vouchers come in the morning, I won't be happy with this experience. My wife keeps asking what the plans are, and I have to keep fobbing her off, telling her it's a surprise, mainly because I don't have a clue what's going on.

It's also made it really difficult to plan my childcare around the event. So even though this story might even have a satisfactory ending just in time, I'm currently very unhappy.

UPDATE

They got back to me on the morning of the show saying they'd had an email outage overnight (farce or coincidence?), and the ticket details would be with me by 2pm. At this point I was too disappointed and exhausted to continue, as I'd been trying to keep various plates spinning, just waiting for this email - childcare arrangements, my wife asking for updates, trying to pre-emptively figure out what time the show might be, so the person I was dealing with very kindly offered to reschedule the booking and threw in a few extras as a goodwill gesture. I accepted this. I also asked the agent for a phone number for the company - a reasonable request.

Since asking for the number twice, they've stopped responding. Email is the only way to communicate with them as no numbers work, and an error occurs when you try to chat online with them. They seem to respond quickly when it suits them, but when you ask a question they don't like (or maybe have been instructed not to answer?) they go quiet.

I'm now really worried that I won't even be able to redeem this new rescheduled date as I have to go back to work and try and arrange alternate days off. By the time I do that, will OMGHotels even respond?

I just don't understand how this company operates with such poor ogranisation and communication.

Terrible Customer Service – Avoid OMGHotel

I booked a voucher through wowcher for 2nt 4* London Stay & VIP The Lion King Theatre Experience. After realising we did not want to go anymore.I requested a refund from OMGHotel on 19th May, and since then, no one has responded. I’ve sent multiple follow-up emails with no reply whatsoever. The complete lack of communication is unacceptable and incredibly frustrating.

After giving them ample time to respond, I’m now taking legal action through the Small Claims Court to recover my money.

I would strongly advise others to avoid OMGHotel – their customer service is non-existent and they do not appear to take customer concerns seriously.

Save yourself the stress and book elsewhere.

My wife and I have been treated an OMG Hotels experience to celebrate our 43rd Wedding Anniversary by our sons. We shall be staying in a London Hilton Hotel for two nights and will be going to see The Lion King, my wife's favourite show. Up to now, all the arrangements have been perfect and Franny Jenkins ( Senior Booking Manager) has been very helpful and responsive. We're looking forward to the experience enormously

We never had confirmation of any theatre tickets, or were sent any within the period we were told they would arrive. Upon arriving to the theatre on the day, we found out they hadn’t been booked and this was a common issue with OMGhotels. Absolutely disgraceful. Then customer service teams do not respond to the email address given. Would like a refund as we didn’t get to watch the theatre, but there’s been absolutely no response. Terrible experience, and never even got what I paid for.

Frannie has been really helpful through out the booking experience. Really fast responses and gave us lots of options to make our trip as enjoyable as possible.

Frannie was extremely friendly polite & efficient, thankyou very much 😊

Booked through their website, everything is quick and easy when they're taking your money, but as soon as you are suppose to go on your trip they cancel, the only way to contact them is by email, and they do not respond or refund you after cancelling - yet they are very quick to email you when they want you to spend more money by booking more nights away only to cancel it all.

AVOID. We were gifted a 1 night stay in a 4* hotel and theatre trip, we thought we would upgrade our stay to two nights so we could make a proper occasion out of it. On the day of the trip we STILL hadn’t recieved any form of confirmation since booking. (The email states you must not chase) We emailed as they quite literally have no other form of contact, and they emailed us when we were already on the train to London saying our stay had been CANCELLED! They said they could either book us into another hotel which was miles away from all the other amenities we had booked to accommodate our stay, OR rebook with a list of goodwill gestures, we forked out for a taxi to the train station, as well as train tickets to London only to find out our whole stay has been cancelled and no one even thought to let us know. We had no choice but to agree to rebooking and have had zero contact with them since, I have emailed about 15 times since 9th of June and have heard absolutely nothing from them back. Absolutely disgusting behaviour. I am unsure whether this is a scam situation or whether they are just terrible at dealing with their own customers. I also dealt with the two names that everyone else is complaining about. I am owed a lot of money from this company. Answer your emails.

Following on from my recent review!

I got a response last night from Omghotels saying they haven’t received anything from myself which I knew was incorrect as I’ve been bombarding them since the 30th may!

They wanted to reschedule for sept/August time but we’ve declined of the inconvenience and asked for a refund! We’re obviously not going to hear back from omghotels

We’ve since gone into the bank and disputed it

Please do not use this company we are very upset and shocked that we’ve been let down twice!

We had this present sent to us from our two daughters as a birthday treat. Big mistake the hotel was in Victoria dock E16 and the show was in the Apollo in Victoria W1D a long way to travel. Only got our vouchers just in time but kept getting asked if we wanted to upgrade. It would appear that it is just a money making ploy to gut more money out of you. Will not be using OMG hotels in the future and would not recommend them to anyone. Sorry to say this but it is the truth.

⭐️⭐️⭐️⭐️⭐️ A Perfect Silver Anniversary Getaway!

We recently celebrated our silver wedding anniversary with a trip booked through OMGhotels, and it was absolutely wonderful from start to finish. A special thank you to the lovely Frannie, who went above and beyond—answering all of our questions with patience and warmth. She even surprised us with a room upgrade and an extra night at a fantastic price, which gave my points with the wife!

The highlight was seeing Moulin Rouge—the show was spectacular and our seats were perfect. We couldn’t have asked for a better experience. The room also had nice bathtub - something we rarely get to enjoy together.

I’ll admit, I was a bit skeptical after reading some mixed reviews, so I waited until after our stay to share our thoughts. I’m so glad we went ahead with it. Everything exceeded our expectations, and we’ll definitely be booking again.

Thanks again for making our anniversary so special!

— Jim & Kath

We were given a theatre & hotel voucher for our 65th&70th birthdays. We booked the show and the hotel was booked by OMG, however the hotel they selected was a long way from the theatre so we paid extra for an upgraded hotel nearer the theatre.
So far so good hence the one star.
On the day of our trip we had still not received our theatre tickets so we contacted OMG who said the tickets had not been booked. They offered an upgraded theatre ticket, breakfast included at the hotel, a 2 course meal with one drink and £100 voucher because of there mistake and in way of compensation.
Although we were unhappy with this because we had train tickets and an additional activity pre booked in London and paid for we accepted their offer.

Since then we have tried several times by email and phone to rebook but fail ti get any answer from OMG.
We have now logged this issue with resolver requesting monetary refund & compensation.

Received voucher as a gift for 2 night hotel break. Unfortunately, we were not able to find suitable dates despite it saying you can pay additional fees to stay on certain nights this wasn't the case. We paid extra for a London show and meal at Hard Rock Cafe, dates were arranged no problem, told to expect the tickets etc 72 hours prior to date, silly me purchased our train tickets in advance to save time on the day. Contacted OMG 48 hours before our date as tickets not received told not to worry as they will be released the day before by 7pm. Tickets did not arrive got a very apologetic email from a member of the OMG team explaining there had been a problem with tickets not being purchased for my date and unfortunately nothing available. Was reassured that if I supplied new dates I would have a seat upgrade for theatre, a 3 course meal instead of 2, 24 hour hop on hop off Thames cruise or a visit of The Shard and a £100 gesture of goodwill voucher. Sounds very fair, but words are easy. I sent an email with our dates and show choice on the 1st June and guess what no reply, despite sending the email 4 times over the last 2 weeks. Can I please request a full refund of my voucher plus the amount of the supposed goodwill gestures. I hope to receive a full refund as mentioned before.

This company are scammers! This is the 2nd time we have been badly lat down by OMG hotels. On the 24 April at 10pm we received an email cancelling our booking for the next day. It was rebooked for tomorrow but heard nothing and we have called the hotel and its been cancelled again to say w are upset is an understatement. We have been scammed do not use them!