OYO UK Omdömen 

Nightmare company. Took money twice for the same booking.
We had to cancel due to family commitment. Cancelled booking, we were promised a refund, nothing has happened.
Avoid. Have spent hours trying to get our money back.

Made a booking through OYO on 5th April 2026, unfortunately, I need to cancel the booking, as my brother has been taken to hospital after suffering a cardiac arrest. I cannot cancel, regardless of what I do. Their phone does not connect, they do not send the OTP to enable cancellation online, and when I log in on their site, it comes up saying 'Error while fetching the bookings'. My booking No. is BRFV1106. I will NEVER use OYO again. Be warned everybody.

Update on my previous review...
This scamming company continues to promise my refund.
They say all the right things but dontbreturn payments even though the booking indicates that my cancellation was well within the time limit.
I've now put this into the hands of my credit card company.

This is my third review and they still haven’t resolved my issue. I’ve only received half the refund and not the rest they keep on saying they are sorting it out but never do. Never use this company.

THEYVE JUST ASKED FOR ADDITIONAL INFORMATION A THIRD TIME, THIS IS THEYRE WAY OF ACTING SO PEOPLE THINK THEY WILL DO SOMETHING. AVOID OYO AT ALL COSTS THEY ARE ALL SCAMMERS.
IF THEY ACTUALLY READ MY REVIEW THEY WOULD UNDERSTAND THE ISSUE IS NOT THAT THEY HAVE GIVEN A PARTIAL REFUND BUT THE WHOLE ISSUE IS THEY DIDNT GIVE A WHOLE REFUND EVEN THOUGH IT WAS THEIR STUPID WEBSITE WHICH CANCELLED MY BOOKING AND I BOOKED THE HOTEL ANYWAY SO WHAT SHOULDVE COSTED ME £124 THEY TOOK £186 THEY ARE THE WORST SITE IVE EVER COME ACROSS AND THEYRE CUSTOMER SERVICE IS SO SO SO BAD . DISGUSTING DISGRACEFUL PEOPLE!

3-Bett Zimmer in Cardiff gebucht.
Bekommen haben wir ein Zimmer mit 2 Betten, eins 1,40m breit für 2 Personen.
Dazu gab es nur 2 Decken für 3 Personen.
Personal haben wir vor Ort nur 1x flüchtig im vorbeigehen gesehen.
Code zum Zutritt ins Haus war der selbe wie fürs Zimmer. Jeder mit dem Code könnte ins Zimmer gehen.
Die Badezimmerdecke ist durch die Feuchtigkeit komplett verschimmelt
Der Bereich hinter der Toilette komplett verdreckt und verstaubt.
Teppichboden hat viele Flecken.
Generell ist das Zimmer sehr dreckig.
Das Haus ist baufällig mit Gerüst an der Außenwand.

Do not book!
The booking process offered a no pre-payment booking option but when you select it you still get charged! When I cancelled the booking I couldn’t get a quick refund. It’s been 4 weeks and I’m still waiting for my £635. Every time I ring they ask me to give them 24/48 hours. And here I am 3 weeks later…… This company is dodgy and needs to be shut down.

Additional comment : They claim to have processed the refund but in fact all they did was call me and tell me to wait another 14days! This is for sure a scam. They are using unauthorised money to fund their business. So dodgy.
Further update: Complained to my credit card company who ruled in my favour and THEY reversed the charges. Complained to Trading Standards about OYO as advised by the Citizens Advice Bureau.

Complete rubbish don’t trust Oyo owner is basted just making money ignore it

**Update** Below the hotel.company state that they issued a refund. They promised this would happen but I never received this. Very VERY poor

Just the worst.
Booking was straight forward but the images and details are misleading. Stating things such as private parking which they don't offer.
I had a terrible stay at their site.
The bed had totally collapsed. The room was filthy. I had to stay 1 of the three nights I had booked as it was 10.30pm when I arrived.
I made a complaint and a week later they gave me £100 back of the £156 I paid.
Ever since then I have received multiple messages every day asking me to leave a review. I have asked them to stop and remove my details which they haven't. I'm pretty sure companies legally must remove your details from their files if asked. They clearly haven't done this.
Absolutely terrible company.

NoI have been waiting for 2 weeks for my refund for cancellation made well within cancellation timeframe. Customer service is useless and there is no escalation process. They have also ignored my emails. Avoid using them.

Thanks for reply I'm not keen on sharing my booking ID on this chat, can you call me on 07587072692.

You haven't contacted me yet. I hope that your reply was genuine and not just to try and make you look like you cared and wanted to help resolve the issue.

REPLY
You haven't phoned me and your reply does not move this forward. Here's the booking reference MDN14981.

REPLY
When will you process my refund?

REPLY 29/6/2026
Can you please give me a date when my refund will be processed.

REPLY 29/6/2026
That reply is just fobbing me off with another generic response rather than actually answer my question or do anything. I want to know when you will refund me. You have a legal responsibility to comply with your T&C's.

REPLY 30/6/2026
You do not care about my experience or have no intention in processing my refund. You are the worst company I have ever had the misfortune of dealing with.

I made this booking back in January when the price was £69 for the night, pay at the hotel. This was confirmed on the booking email. As we are now getting close to the date i wanted to double check the booking and if possible make payment.
Using the link in the confirmation email the price to pay is now £300.
I attempt to use the chatbot to dispute this, to no avail, so being within the free cancelation window i find alternative rooms at a cheaper price and attempt to cancel this one.
I say attempt, as the OTP doesn't come through, and when i finally get one through it doesn't work. I attempt this several times.
I decide to call their customer service number, and get a voice mail that points me back at the bot.
I also find an email address within the guest policy document, send an email to this address, only for it to bounce back as undeliverable.
I have never known customer service as poor as this. I'm expecting to have to deal with my credit card company after my weekend away.
Do not use this company for hotel bookings, or anything, they are not fit for purpose.

Edit made 26/06/26
Despite providing OYO with the details requested through trustpilot i have had no contact from them. In fact they have just confirmed my booking within the app despite my email to them on 23/06/26 cancelling the booking due to the failed attempts to cancel via the app.
This is continuous poor service from an online platform

Room cancelled without telling us! We'd booked a room, received confirmation and had the money taken.
Then at check-in we were told that there was no room avavilable for us.
I got a text late that night saying it was cancelled but no explanation.
I've since been told it was a technical glitch and they're refunding but I just dont feel that's good enough- it shouldn't have happened in the first place!
I also feel like the advert on Google was misleading as I thought I was booking directly with an official website!

I'm trying to cancel my booking before the free cancellation deadline and nothing is working! No call are going through and the OTP is not reaching me. No way to connect and talk to a person to resolve this!

Edit: Thank you OYO UK for you reply. Continueing the tech difficulties, been trying to edit this with my booking ID for the past hour. It's KM0V5879, I appreciate the assistance.

Edit 2: I am still waiting for the issue to be resolved, and the free cancellation period has passed.

Edit 3: I have had zero communication in the past 4 days, my booking ti.e has come and gone and I have not received a refund for my booking.

Edit 4: it's been 3 weeks since I raised my issue. I have yet to receive my refund of 300£! Total scam, will never use again. I'm tired of "we will respond shortly/asap"

Just dreadful. A tech-based hotel company whose tech doesn't work. The website says it is sending OTP codes but they never arrive. The telephone number is not answered and then cuts you off. No warning is given when you book that the hotel is not staffed so you are at the mercy of the system. Avoid if you can. EDIT the reply on here was very prompt, if only the phones were answered as promptly! I have of course shared the booking ID and the reply given was to ring the helpline.

This has now been cancelled and refunded and therefore I have upgraded slightly but I would still strongly advise against booking direct and prepaying if there’s any chance you might need to cancel unless you have endless time to deal with “life admin”! Cancelling a booking should just be a case of pressing a button in this day and age surely?

Like everyone else I am simply trying to cancel a booking. Shouldn’t be harder than getting to space. I realised shortly after I made the booking that I had double booked myself and immediately tried to modify or cancel as with others I have found:

1. OTP codes either don’t arrive or don’t work
2. Chat to an agent doesn’t work you are simply given a number to call 02038870032
3. 02038870032 isn’t manned by any humans a bot simply tells you to cancel online

…You are now being driven slowly insane by the loop you are in…

4. Calling the hotel reception doesn’t help (Sunday Box Hill Burford Bridge Hotel in my case) as they tell you they can’t cancel it for you.
5. They gave you an email address who send a case reference but don’t act with any particular speed until you leave endless reviews and updates here!

It should not be this hard. For context I travel all over the world and have stayed in hundreds of hotels and probably had to rearrange or cancel hundreds if not thousands more for myself and others (this is why I always book with free cancellation). I can count on one hand the hotels that have made it this difficult. I will never book through their website again only through a third party app.

Please for the sake of your own sanity do not prepay and do not book direct!

It’s absolutely impossible to cancel a booking with this company, their chat bot doesn’t work and the otp they supposedly send you never gets sent. I tried to cancel a hotel I booked via them and they’re no help at all

AVOID! Terrible experience with this company. Very misleading regarding their cancellation policy.
Very poor customer service too!
Booking id: D77Q5346
Reply:
I didn't stay at the hotel so if the refund is possible contact me. I did call and was told it wasn't possible, so yet again more misleading information from your company.

The Rivenhall Hotel
Rivenhall, Witham, CM8 3HB, United Kingdom.
+44 1376 433098

Complaint - Breach Of Contract

Fao Iqbal, Duty manager

Further to my visit as a guest last night

You have my complaint

Why was i given a room where i could not have a normal shower when your staff new of the problem at Room 443

Faisal did not mention anything even though staff were all aware of the problem with room 443

I got into the shower and because of the blocked drain i could not really shower properly. The shower room began to flood as tje waste pipe was not draining the water. This is absolutely unacceptable to myself. Why did Faisal do this knowing the drainage is blocked

When he offered me room 443 i had no clue what was going to happen

The drunk man was do loud Faisal said he would deal with him but did not resolve the situation of the disturbance and was only on duty until midnight then his colleague tried about four or five times snd also could do nothing, not even call the Police instead spoiled guests stay overnight, why ?

You colleague Iqbal went also to deal with the loud drunkcard who spoilt my night as i could not sleep for my important business meeting this morning not been able to properly shower either

Even if i had the room for free i would easily reject it. It has been my worst experience in any hotel in any country i have stayed in

As i come back you can see how angry i was and am with what happened

Faisal should have told me about the shower giving me the choice to reject the room and stay somewhere else

In conclusion there are standards for a reason and although you apologised to me. I should be refunded my £60 i paid in full apart from the apology

I used to stay at your hotel many many years ago with excellent service and cannot understand why a guest should be treated in such a way and why even police were not called ?? to let me sleep

As a result i had no sleep after many hours of loud noise from the drunken and no shower

Due to the bad unacceptable experience your hotel needs to refund & resolve it to value your guests and do the right thing...

Why give me room 443 if your staff already know the shower is not usable
making things even worse for a guest ?

Mr M Saleem

Iqbal has all my information to give me a refund he told me when i went back yesterday on June 17th 26. I am looking at the staff taking accountability and responsibility ?

I have my payment receipt too

Also trustpilot where do i find my reference number for me to respond to you so you can investigate
The hotel also could not provide me with a booking ID. I spoke to the receptionist and i was told that as i paid the money at the hotel i have a debit card receipt but nothing else.

Also the shower not draining properly is a health and safety issue which they are not concerned about either

I booked a hotel i use a lot which unfortunately has just been taken over by OYO. I was advised I had to book online and could no longer book direct like before. I picked my room, chose the £125 price and at the end it said 'Paid £140'. The email came through confirming the booking but all information is blank!? Arrived at the hotel today and asked what the extra £15 charge is for.... guess what, they dont know! Ive also been told trying to get support from OYO will be almost impossible and they are experiencing a number of issues with them. So as a customer, I've been charged £15 extra for nothing!? No one can explain this, so now ive got the hassle of trying to reach them via email or go via my bank. Listening to other issues at the hotel, I will not use them nor OYO again, something just doesnt sit right and seems very dodgy!

DO NOT BOOK WITH ANY OYO HOTELS/ROOMS. THEY ARE A DISGRACE. Booking ref 6121546183 through booking.com. I booked 2 double rooms and 3 family rooms on 7th August last year for a party of 5 touring the Yorkshire Dale's on our motorbikes. As we are all getting on in age we all wanted our own room. We were 20 minutes away from our hotel in Rippon when I received a phone call saying one of our rooms unfortunately had a flood and the carpet was wet so could 2 people share. I chatted to the other guys and as we were only 20mins away it was too late to book somewhere else so 2 said they reluctantly share as we were all looking forward to our own rooms. I called them back and said yes but we need a full refund for the room that we didn't have. The area manager Ian agreed to this. On arriving at the hotel the manager there showed us to our rooms. I asked which one was flooded and he said he's not sure....really...you're the manager. After we left I contacted OYO for my refund after getting the run around with phone numbers not working or the website which goes round in circles. I was told I would have the refund in 7 to 14 working days so I left it. I called again after this period to be told its waiting on the managers approval. So I left it a week and called again and got the same thing. This company are a joke and do not honour the contract you have with them. It's been nearly 2 months now and still nothing. I will be taking the matter further. I have sent my email address and contact details with you already. I can't put it on here. The refund I am getting is not the correct amount. This should be £250 not £117 that you are giving me. You are a very bad company. It falls short of what we paid to you. If your company cancels a room then I expect a full refund for that room and I'm sure you would expect the same. You owe me £250. I am still waiting for my money back. Why do you treat people like this. You may have checked with me but I still haven't had my refund of £250 or any money from you. So where is my help. How long do I have to wait for my full refund? You say I'm getting a full refund but I've had nothing yet. It's been over 2 months now and still nothing. I have been waiting 2 months now. Surely you could have given me the money you owe me by now. You've agreed to give me a full refund. Could you please update on my refund. You told me you were giving me a full refund. £117 is not a full refund. I am owed £250 as you cancelled a standard family room and that's how much it cost. You have agreed to my full refund but I've still not had it. Can you give me an update of where it is? I've been in touch with booking.com and they haven't received it yet after you told me
Hi Carl, we would like to inform you that, we have issued the complete refund for £250. We kindly request that you contact your booking source to claim the refund. If you need any further assistance from our side, please don't hesitate to let us know. ~SP