OYO UK Omdömen 768

When I booked I made a request for early check-in as I'm travelling for a wedding. I was told I would need to contact the hotel directly.
The number given was invalid. I went back to OYO a number of times and each got given the same number repeatedly. I finally got through to a call centre who again gave me the invalid number and told me that's the only one they have. They advised me to make my request when I check-in and ended the call saying there was nothing else they could do.
I sent another email and got more numbers and a random email address, numbers were not in use or just rang continuously with no answer, regardless of the time.
I can't believe that they didn't have the contact details for the hotel I booked at. When I asked to complain they contradicted everything that was said in previous emails.
Even the link sent to make a complaint didn't work. I cancelled my reservation and booked somewhere else. An absolute waste of time.
Edit: Following reply from OYO my booking ref was 5720649460 and proposed stay was for 1st Aug at The White Horse, Ripon.

Booking ref T7AY9579
Complete scammers. Cancelled my booking with less than an hour until check in due to “issues at the guesthouse” (something I now see is a common excuse to cancel bookings and keep people’s money). Full refund was offered and was told it would be in my account in 5-7 working days.
No working email address, app sends you in circles and “guesthouse reception” is a mobile number that is never answered.
I will be pursuing legal action as this cowboy company have fraudulently obtained money for a service not provided.

Almost impossible to cancel a booking, the 'cancel booking' button takes to you a chat bot, the chat function on the website just takes you in circles that always ends up at a phone number that won't connect. The customer page has an error message where bookings should be. Eventually got hold of an agent through a number I found for the hotel on Google. Spent 10 minutes trying to cancel the booking, confirming that I did want to cancel it, giving a reason why, agreeing AGAIN that yes, I actually do want to cancel it! Can't believe it took an hour to do such a simple thing. Never using them again.

Disgusting company. I booked a hotel in Devon on b.com (not realising it was owned by OYO). The hotel was advertised as pet friendly. I booked non refundable. When I called the hotel to say I was bringing my dog the Hotel manager said I could not in the room I booked and no pet friendly rooms available so he would get me a refund. Because the hotel is being managed by OYO he sent a message to them to cancel for free due to the mix up. OYO are refusing to cancel and refund me. DONT TOUCH any accommodation by this provider. Daylight robbery.....

I made a booking through OYO it clearly stated cancellation available. I wanted to cancel my booking. They did not send any email confirmation so i have no booking ID. Called 6 different numbers which all said not in service. Called the hotel who hady booing but said they could not canel it. Sent me a copy if the booking saying non refundable which is not what the OYO said. They were very unhelpful and gave me a number - didn't work. This is a scam to get people to book who think they can cancel then no confirmation sent and the hotel will not help as booked through OYO. No way to contact them. DO. NOT USE OYO

Booking no. TKX98311. Tried to cancel multiple times but they don't send a OTP to do so. Phone number they gave me doesn't work. No way of cancelling the rooms. Utterly shocking service. Complete scam. Avoid at all costs!!!

Update 1 Following their response, still not able to cancel. Will be reporting them. And claiming off my credit card company. Do not use this site.

Update 2. They have my booking no. so how difficult is it to process. Also still unable to cancel online. Asks for code sent to phone but no code gets sent. Have raised dispute/s75 with credit card company. Anyone using this company must be mad.

Avoid them at all costs.
You've been warned.
My mistake - I never looked at reviews before I booked.
The manager at Great Yarmouth has no place in the service industry.
Appalled.
Update - Don't listen to their standard reply. Impossible to contact. Avoid. I've had to add another update - they don't answer emails. They say your booking is cancelled when it was never cancelled. They may even add they have a water leak. It's all excuses. Avoid at all costs. I've had to add another update because I'm dealing with a company who don't care. Look at their reviews on Trustpilot - it's the same story. Go away. I won't be dealing with you anymore.

FRAUDULENT = do not trust this sham outfit, try to nearly treble the price after you have paid.

Booking ID: RKVW9733

Hi OYO Team,

Thank you for your response.

I have checked my inbox as well as spam/junk folders again, but I still have not received any email from your team.

Could you please confirm which email address it has been sent to? I would appreciate it if this could be resolved as soon as possible.

Kind regards,

Booked and paid in full. Called to cancel booking days ago. No response, no refund, no email. Torturous process trying to get through on the phone . They ask for my booking details. So Oyo, here are my booking details: PP8Z2541. Update from Oyo: an AI generated reply. Refund the booking. 2nd update: Another day, another AI response from Oyo. Still no refund. Day 14: More AI bilge. Update: Day 15: More AI crap. Refund now please. Update Day 16. Still no refund. Day 16: Another AI message with no refund. Update: another AI message. From a tech company unable to issue a refund. Could it be Oyo just want to retain the 100% reply rate on Trust Pilot bc its a headline metric? More than likely, coz Day 17 and still no refund. Day 18 no refund.Day 19 no refund.

This whole set up appears to be an elaborate sham. I needed to cancel a booking, and have tried emailing them and the email just bounces back as undeliverable. I have tried several different phone numbers and as soon as you mention that you want to cancel the line is cut off. Their on line log in doesn't actually work with the OTP's they provide.
Finally I gave up and have reported it to my card company as a fraudulent transaction.

OYO responded to my review but quite frankly after having already wasted a couple of hours trying to elicit a response via the usual channels and having seen lots of other similar reviews, I am not inclined to correspond with them via this channel.

2nd Update
My booking reference is 076P5211. You will have all my details from that. I will expect to hear from you directly by 5 p.m. UK time today.

3rd Update
I have given them the booking reference that they gave me and now they are asking for my contact details. I am not prepared to share those on a public forum. However I will share this - the booking was for 2 rooms for 1 night on 11/05/2026 at the Gloucester Robinswood Hotel. You can surely trace the booking from the reference that YOU supplied, and from these additional details. When I managed to get through on the phone you recognised my booking number from my phone number, so it must work they other way around. Please contact me directly using the contact details you must already have. I will not enter into any further correspondence via this forum.

Edit - no one has contacted me, following this review but I have managed to cancel my booking by calling 020 388 70032.

Booking number - CH478134

Due to a change in travel plans, needed to cancel room, which was within my rights.
Link to cancel room, on original email, takes you to a chatbot that is supposed to send an OTP, in order to cancel room. But no OTP comes through.
Rang hotel directly and they said they would email Head Office to get room cancelled.
Also sent multiple emails and had no response.
Room still not cancelled.
Will have to ask credit card to do a chargeback.
Never had such poor experience from a hotel booking site.

This company intentionally makes it impossible to cancel a reservation. I am reporting them for fraud. I may be out $1,500+ because of this company.
I made reservation for the OYO Lonsdale in Oxford. Received email that had no details of reservation (dates, property, policies) only a confirmation number and a web link for further information. On Sunday, April 12th decided to cancel reservation and used the weblink and confirmation number only to be directed to go to AI chat for cancellation policy; was told after 3 days prior to reservation could get 100% refund. Asked to cancel and was told that I needed to contact Expedia; I had not booked through Expedia and had no information on how to cancel. (Apparently, OYO uses an Expedia platform for bookings. This is not apparent in any way nor is there any contact info for Expedia in email confirmation.) Called toll-free US number on property website to cancel and was told by “Jake”, a person, that the number was for new reservations only and that I would have to call another number that he provided. Called that number and got AI-generated “Justin” who said that I had to contact my booking website. I had booked through link on property’s internet page. Went back to link and confirmation ID in reservation email and told the chat that I wanted to cancel. Got “sorry that you want to cancel” message but no confirmation of cancellation. Since I had no information on how to cancel, I decided to call the property in the UK directly when it had staffing (according to website, no onsite person 10pm-7am) on the next day. On Monday, April 13th (the next day) I called the property directly at 6:27AM Eastern Time and person there said that I had to contact OYO, he gave me a phone number; that number did not work. Called him back and he said that there was nothing that he could do. Went back onto the AI chat (using confirmation number and a web link) and demanded to cancel. Received response that my matter would be escalated to the appropriate team. Never heard anything further. I have documentation of all of this.
28Apr26 UPDATE: Company contacted me via Trustpilot on April 17th, 11 days ago and asked for more information to resolve issue. I provided information and never heard from company again.

OYO - thank you for getting in touch - booking reference is JEOZ2387.
I look forward to hearing from you advising of cancellation of booking and refund.
Many thanks

Like other reviews, I am unable to cancel a booking which I have made for October 2026. Every link on their website takes you nowhere. The AI support does not send OTP codes, I have tried 3 times to cancel via Manage Booking Link. I have telephoned every number I can find and either get put on hold or disconnected. I have emailed the email addresses in the cancellation policy and they are rejected as undeliverable. You cannot get hold of a person to speak to, I would never use this company again - do NOT book directly with them. Very poor service in this day and age. I am very stressed and upset about this.

I stay in hotels a lot as I travel for work.
This must be the dirtiest hotel I have ever stayed in.The carpets were so soiled it looked liked a CSI crime scene.

The bathroom was dirty the sink area was mouldy and hair in the shower tray.

I found the bed uncomfortable so I decided to attempt to investigate I found to my horror the mattress was heavily stained .
I reported several times to the staff and the manager with pictures ti support my claim .They simply were not interested.

AVOID!! Booked a hotel through this company and couldn't login to look at the details or cancel the booking. They send a pass code to your phone to login whinlch never works, and the number they have to ring is automated with no option to speak to anyone.

They wouldn't let me cancel my booking..then they claimed to my credit card company that I stayed at the hotel. I didn't.

My credit card company said they have never seen a company as bad as OYO.

Thankfully after looking the reviews on Trustpilot, my credit card company refused to pay these liars.

I would give zero stars if I could. I booked and paid for a hotel through OYO, only to arrive at 11:00 PM to find the property permanently closed and gated. I was left stranded in the middle of the night and forced to pay for alternative accommodation out of pocket.

Since then, OYO's "customer support" has been an absolute nightmare. I have called multiple times and was promised "urgent escalations" with a 24-48 hour resolution. Not only did they fail to follow up, but they also stopped responding to my booking via the chatbot. To make matters worse, it appears they began filtering my calls, as I could only get through to a human when I called from a different phone number.

This company is selling inventory for businesses that don't exist and then making it impossible to get a refund. This is an unacceptable way to treat customers. Avoid at all costs.

Booking Reference: XGZV8061

PS to fellow travelers: If you are in this same situation and OYO is "escalating" your case without actually refunding you, do not wait. Based on my experience and many others, their support lines may eventually stop connecting you. Contact your bank or credit card provider immediately and initiate a "Chargeback" for services not received. It is often the only way to get your money back from this platform once a property has closed.

Dreadful experience with this outfit.
Like many other reviewers the customer experience is woeful.
Tried to cancel a booking. OTP code isn't accepted. Telephone contact is cut off. No way of getting a response from Oyo.

My booking reference is EGMW6215.

Just cancel my booking.

STEAL YOUR MONEY STAY AWAY offer a refund and you never get it