OYO UKReviews 

Dear Dia, no one has been in touch with me to address my issue ??. Where is my refund ??
Booking com number.6434582734

Reply from OYO UK

2 days ago
Hi, as we have checked, our team has connected with you for your assistance and addressed your issue. We assure you that you will not experience such instances again in the future with us.~Dia

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?

Left a review regarding an hotel we stayed in belonging to you after stopping the first night I caught bedbugs from your dirty place. The rooms are very dated and poor management. You asked me to email you so you could look into this further. That
was over seven days ago. I have yet sent you another email and still nothing reading some more reviews you do the same to everybody. You take their money and don’t care how you treat for customers. This is a poor company and poor customer service services. You should be ashamed.

Sent you the information you asked for and the ticket number of my complaint

After days and still no contact from your avoid this firm people they don’t care how you a trated

You asked for info I’ve gave it you so why lie

Lies lies lies I’ve spoken on the phone with you and you asked me send email to ukoyo email which I did so stop robbing and lieing you horrible peopel

Extremely stressful last minute cancellation, but OYO responded promptly.

They cancelled my booking ONE DAY before my stay. And then took a huge cancellation fee even though THEY were the ones who initiated the cancellation.

Edit: I investigated further. What had happened was that they had ceased a relationship with a hotel and only cancelled the day before our stay. We have had to secure accommodation ourselves.

Update: only a few days later, apparently the full refund was authorised. I will update etc.

I will consider this matter resolved if our payment is FULLY refunded. This means that the cancellation fee must be waived and refunded to us in addition to the partial refund which OYO apparently authorised.

OYO SERIOUSLY needs to improve their internal management processes at a bare minimum. I appear to be better informed about their client relationships than they themselves.

I am editing this review for the last time.

I have an upcoming trip to Manchester for medical reasons and I booked a hotel reservation via Oyorooms since it was presented by google as being the official website for the hotel. I made one booking and then a few days later I found a better price so I booked again thinking I would cancel the first reservation.

Unbeknownst to me - you cannot manage, cancel or even view your reservation once you book with Oyorooms. The website is not functional at all. Every single action redirects you to the homepage or asks you to log in. So I tried to create an account - it took all my information and then redirected me to the homepage again without creating an account or letting me view or manage my reservation.

I then tried to download the app where I finally managed to see my reservation but it showed the wrong dates and wrong price (different than my original booking email confirmation).

I wrote an email to the company, I opened a ticket, I did anything I could to get in touch with someone and it was not possible.

As a last resort I wrote this Trustpilot review and that's the only thing that got me some kind of interaction with Oyorooms. I asked the company to cancel my first reservation and confirm the dates for my second reservation since the app was showing something different than what I had booked.

After a week of back and forth - I received two emails saying both my reservations were cancelled which is not what I originally wanted but at least I am free from this experience.

I really discourage anyone from booking anything via Oyorooms. It's unthinkable in 2026 to have this kind of dysfunctional system for a multi-million dollars company operating several hotel chains and establishments. This does not happen with real companies like Expedia, Priceline, Booking, Travelocity, Booking.com, Trivago, or really any major hospitality company with a basic functioning website.

The Manchester Portland by Sundays hotel just lost a customer because Oyorooms does not have a functional website, app or customer service. It's really unfortunate. 5 days before my trip (which is already stressful because it is for a medical reason) - I am having to find a different accomodation.

Never again. To the Oyorooms employees who read my messages - I apologize if I got impatient or frustrated at times. This has unnecessarily stressful.

I rarely leave negative reviews, but after receiving no response to a formal complaint for over a week, I feel compelled to share my experience.

My partner and I stayed The Box-hill Burford Bridge Sunday Hotel on 25th–26th May and unfortunately it was one of the most disappointing hotel stays we have experienced.

The weather during our stay was approximately 32°C, yet there was no functioning air conditioning in our room. The room became unbearably hot, making it extremely uncomfortable and difficult to sleep. For a hotel advertised as 4-star accommodation, this was simply unacceptable especially because other guests we spoke to had air conditioning!!!!

The issues extended beyond the room itself. During dinner we were initially seated next to a window area where there were numerous dead flies collected behind us. We brought this to the attention of staff and requested that the area be cleaned as it was unpleasant to sit next to while eating. Nothing was done.

To add to the discomfort, a radiator in the dining area was switched on despite the exceptionally hot weather. The dining room was already uncomfortably warm, and this only made conditions worse. What made the situation even more concerning was that after we moved tables because of it, other guests and elderly guests continued to be seated in exactly the same area despite staff being made aware of the issue.

Dinner service was also disappointing. One waitress appeared to be responsible for a large number of guests, and while being visibly overworked may have contributed to the situation, the level of service fell below expectations. There appeared to be a lack of training and communication, as she was unable to clearly explain what was included within our package, did not ask about allergies or dietary requirements, and never returned to check whether our meals were satisfactory. Service throughout the evening was extremely slow and disorganised, which only added to the overall negative experience.

This was particularly frustrating because, due to what appeared to be a website booking error, our reservation showed meal packages for only one guest despite the booking being for two people. As a result, we were required to pay an additional £30 for breakfast and dinner for my partner. Given the confusion surrounding the booking and the additional cost we incurred, we would have expected a much higher standard of service and customer care than we received.

We raised our concerns during our stay with the duty manager, Mani, who advised us to submit our complaint by email after leaving. We followed that advice and sent a detailed complaint, yet more than a week later we have received no response, acknowledgement, or update. I have also left a detailed Google review regarding our experience.

The most frustrating aspect is not only the issues we encountered, but the complete lack of communication afterwards. When guests take the time to raise legitimate concerns, they deserve at least the courtesy of a response.

The location and pool are lovely, but unfortunately they do not make up for the lack of air conditioning, cleanliness concerns, uncomfortable dining conditions, disappointing food, and the failure to respond to a formal complaint.

I would appreciate a response to the complaint that has already been submitted via 2 email addresses . At this point, the silence from management is becoming as disappointing as the stay itself.

29th June-
Thank you for your response, however I do not accept that this adequately addresses my complaint.

While I appreciate that I was moved to a Privilege Room, this did not resolve the fact that the air conditioning was not working during a 32°C heatwave. Two fans are not an equivalent substitute for functioning air conditioning, which was a key reason I booked the room in the first place.

Your response also states that the room was cleaned and inspected prior to arrival. Unfortunately, this does not reflect the condition we found it in. The stained bedding, hairs, dust and general cleanliness issues were genuine concerns, and I provided photographic evidence to support these.

Waiving the parking charge was appreciated, but it was not a resolution to the problems we experienced. It was a small gesture in comparison to the significant shortcomings of our stay.

After waiting over a month for a response, I am disappointed to receive what appears to be a generic summary of the hotel’s position rather than a meaningful investigation into the issues I raised. I do not feel that my complaint has been fairly considered.

Please can you advise whether this is your final response, as I will consider escalating the matter further if necessary.

I booked a room via Oyo then cancelled shortly after.

The origin of the booking was via booking.com which stated full refund up to day of booking.

I cancelled more than 24 hrs before check in.

After several calls to Oyo and being put on hold and transferred and called back you will not commit to giving me a full refund.

19/06 Oyo finally confirmed full refund.

What a terrible company.. I need to cancel my room at the Portland By Sunday in Manchester, the website takes you on a continuous loop, the phone numbers are non existent, and you get a bounce back from the email.. The hotel will not let me cancel direct, has to be done through OYO, which you cannot do.. So their cancellation process is none existent. Fortunately I booked with a pay on arrival. BUT BEWARE if you pay upfront and need to cancel as you will be out of luck trying to get your money back..

Booking Details (ID: F20Q6432)

Booked with free cancellation - now that I need to cancel it's impossible. Try to cancel online, OTP not recognised (repeatedly). Chat then sends you to a phone number which is never answered. Absolute scam. Very dishonest, do not book with this company!!!

The absolute worst site I have ever used. Nothing works, OTPs dont work/come through.

I want to cancel a booking but there is NO one that can assist. The bot doesn't work either.

SCAM SITE! Book elsewhere.

EDIT:
I have supplied additional information as requested but no other feedback at all on this. I have disputed the charge with my credit card provider.

PLEASE use another site if you are looking for hotels!

UPDATE: my booking reference is TCHN3951

I am trying to cancel my booking and get a refund. I cannot get through on the phone. Answers then just hangs up, logging in doesn't work on the website and nor does OTP code on the chat or to access the app or the website.

I have email customer support to cancel and ask for a refund but have not had a reply.

It is really frustrating a

Terrible company, I had a free cancellation and I still haven't received anything from the bank, they don't reply to my messages,. I think it's a scam

I have tried to cancel my booking and it is not working. I have until 9am 30th May to canel my bookingg. But i cannot get throught to anyone on the phone and the OTP is not working. This is proof that I have tried and the receptionist at the Heathrow lodge hotel cannot help at all.

We booked a hotel and due to change of plans needed to cancel it.

The only email that appears to work is uk.customersupport at oyorooms.com

Te only way to actually speak to someone is 0203 887 0032 select option 3.

The Android & iPhone apps are extremely flaky and if the send you an OTP code it might not work. The same can be said for the website.

Email addresses escalations at oyorooms.com & uk.bookings at oyorooms.com bounce back with span or DMARC issues.

Phone number 0203 769 7045 option 1 is only good for sales option 2 gets cut off.

Avoid if you can!

FYI booking reference AEET1096 - now cancelled. Other information requested should be against the booking.

Where to start? Absolutely appalling experience with this company. My daughter booked and paid for a room at their Oyo Beach Hotel in Newquay through super.com, several weeks before travel, for £70. She had confirmation of the booking and the money was taken from her account. Today, during a busy half term week of beautiful weather (which I feel is relevant since Newquay is extremely busy and rooms hard to come by), they arrived at Oyo for their stay. They were greeted by a member of staff who was extremely rude, on his phone and couldn't have been less interested. She gave details of the booking and was promptly informed that he had no record of it, nor payment, and this must be an issue with the third party who they booked with, super.com (she's used them before and never had a problem). The receptionist said that, even though she could show proof, the booking couldn't stand as it wasn't on their system. She attempted to contact super.com but was unable to speak directly with anyone (AI support). Her boyfriend then asked if they had a room available and was told no, there were no free rooms. Clearly upset and stranded far from home with nowhere to stay, the receptionist failed to show any consideration or to help solve the problem. My daughter phoned me and was very upset, they then had to search to find something else they could afford which spoiled their evening plans for their final night away. Thankfully they did find a room in another hotel but had to pay a further £96. I phoned central reservations at Oyo to see if there was availability in their Newquay hotel, surprise, surprise, there was! At £220!! I then explained the backstory and whilst she was helpful (although initially reluctant to give me her name) she couldn't offer any solution other than to complain to super.com. When I asked to make a formal complaint and also why the price of the room had jumped so drastically she told me it was because it's a very busy time and rooms are scarce and at a premium (so basically, they know they can get three times as much for the room, and I'd like to suggest that may well have had something to do with the 'missing' reservation on their system too!), she suggested I phone the Newquay hotel directly and come back to her if I didn't get a satisfactory response so I can formally complain. She said I could book the room but at £220! I phoned the hotel in Newquay and asked if they had a room. I was told they did, for £126! Make your mind up Oyo! When I explained the situation, the same receptionist who had dealt with my daughter suddenly became concerned, tried to say it may have been a misunderstanding due to a language barrier and he didn't tell them there was no availability (he absolutely did say this!) He spoke perfect English and neither of us had any difficulty understanding each other on the phone. I said I was extremely unhappy, that I felt this all seemed very suspicious, that perhaps because they were a young couple in their early 20's he may have thought it was okay to deal with them that way but it absolutely wasn't. I explained I would be registering a formal complaint in the circumstances. He then offered that 'if they come back now with £126 I will give them the room'. I explained that wouldn't be happening. So, beware... If booking through super.com firstly but also give Oyo, particularly their Newquay hotel, a very wide berth. Dreadful behaviour and customer service.

I was charged twice for my reservation and when I contacted Oyo no answer. The chat doesn't work, it takes you the same place over and over again, and you're never able to contact an agent, you're just left to deal with the bot. Their phone lines are exactly the same.... if this is not a scam what is it then? I've contacted the Hotel and they told me they would refund the money to me, however only half of it was refunded. Oyo is the worse company I've booked with.
I want my full refund Oyo.
The stress you put your clients in is ridiculous. It affects anyone's wellbeing.
UPDATE
After 2 long weeks I finally got the full refund.
I have to say that I was still unable to talk with someone apart from the replies I got here.
OYO if you're concerned about reviews on Trustpilot, why not review your customer service, your FAQ, your chat, your phone numbers, etc? Start by actually giving the clients the chance to get in touch with someone from the team.
I strongly believe I won't be booking with you again, or at least until your reviews are better.
I hope you can improve!