OYO UK Reviews 

Our room was cancelled 5 days before we were due to go as they had overbooked. We had booked months in advance and as there was a big event in the city and the hotels were booked or expensive. They purposely cancelled our stay as they put the prices up and could get more for the room we booked.

Arrived at hotel in Clair St Cardiff for the rugby to find our booking through Airbnb was a scam!!!! Totally raging I was !! We could not talk to the manager as he lives in India. The reception staff were at a loss as to what they could do as the hotel was full. Ended up at the Travelodge and still waiting for someone from OYO to contact me either to discuss my refund or the fact I was scammed. AE

contacted Walton Hotel and Spa a few days ago to check availability using a Groupon voucher. The receptionist advised that they offered better rates if I booked directly, so I proceeded to book a two-night stay. I was told payment had to be made through their central reservation partner, Oyo, and I paid online using the link they sent.

The following day, due to a change in circumstances, I attempted to amend my dates. When I called the hotel, I was told to contact Oyo. As it was the weekend, they did not answer, so I also emailed them. On Monday, when I finally reached them, I was told they needed to check their terms and conditions and asked me to call back in 15 minutes.

In the meantime, I contacted the hotel again to check availability for alternative dates. I was then informed the booking could not be modified, but that I would receive a full refund because I had contacted them within the cancellation period.

When I called Oyo again to query why this had not been explained earlier, they said they were still reviewing the policy and could not cancel the booking themselves, advising me to contact another department. The hotel, however, insisted that cancellation had to be handled by Oyo. After more than an hour of being passed back and forth between the hotel and Oyo, I was finally given yet another email address to request cancellation.

During this process, one staff member, Souvik, was particularly abrupt and dismissive, stating he would cancel the booking and confirm by email. Despite this, I was still redirected to another department afterward.

I am extremely disappointed by how complicated and stressful this process was. Booking directly with Walton Hotel and Spa proved far more difficult than expected, and after reading numerous negative reviews about Oyo, I feel even less confident in the arrangement.

Based on this experience, I would not recommend booking directly with this hotel, and I will not be visiting in the future.

I run a hotel, and was called by Kritika, who told us that she works for a Cost of Living Crisis charity and they wanted to book 5 rooms for two weeks for their employees who were coming to our area. Sounded too good to be true of course but we gave her our email address and the info she sent us was not what was discussed on the phone. Her email address was from OYO and they essentially are sourcing hotels to share on their platform for a ridiculously low rate. Not interested in your lies or scams!

What a shambles the Newquay Beach Hotel we stayed from the 8th of February for 3 nights and I paid for breakfast as well and on arrival I was told they are not serving breakfast a said to go over the road at the Great Western for breakfast and Pay Again.
The room was dirty holes in the sheets no staff in the hotel other than one person on the desk utter disgrace he said he couldn't refund me the money but call this number and someone will but surprise surprise no one picks up the phone and you just get cut off nothing but a scam so no refund 😡😡
PLEASE AVOID

Absolutely terrible! Have been trying to cancel my booking since yesterday as I no longer need it, but can't. You select the option to cancel booking but OTP either doesn't arrive or doesn't work. You can't get through to speak to anyone, are just continuously sent back to online chat which tells you to phone the number, so am going round in circles. DO NOT USE THIS COMPANY!!!!!!!! Would give zero stars if it was an option.

like many others I am having a very difficult experience cancelling a booking with OYO..
My booking iD is in format KXNZxxxx
for Liverpool Tower Hotel on 18-20 February
The online cancellation system simply does not work
Also the customer numbers provided appear not to operate..
It appears to be very incompetent
This is an update on my review. As can be seen Oyo hotels responded to my first review...said I should contact them.....but failed to give any means of contacting someone...phone..or email...the contact numbers on OYO/uk website are either defunct or not replied to...as can be seen...this is the same experience as many other reviewers of oyo
Diarmuid
Diarmuid

There is no option to put below 0 stars. I am in absolute and utter disbelief with the treatment I have received from this company. To begin I booked a room through booking.com in a hotel called Sefton park hotel in Liverpool. When I arrived I was informed this was not the right address and that it was a mile down the road and actually called Aigburth hotel!!!!

I arrived at the now called Aigburth hotel to be welcomed by the hotel manger stating he was going to bed. He checked me in and I walked into the lift where I smelt a frowzy smell. I got out of the lift and the ceiling was no longer there and the closer I was getting to the room the worse the smell became.

Fast forward to the room, it did not appear to be in any condition for an animal to sleep in let alone humans. It had mould on the ceiling above the bed, around the ceiling light, the window and bathroom. It had a pair of dried contact lenses and crumbs on the bedside table. The curtains felt heavy as if they were dipped in damp for an extremely long time. This was not an acceptable level of cleanliness for anyone to sleep in and I decided to leave. I contacted the hotel manager on the number he provided me during check in and he asked me to wait for him to come down to me and he will change my room. Due to the over all condition of what I had seen I did not feel it safe for my health to remain in the hotel and did not want to see anymore so I declined his offer and checked out immediately. He informed me if I was requesting a refund that this must go through booking.com. I left the hotel and booked somewhere else and we arrived just after midnight.

Following day I contacted booking.com who stated they needed to request my refund and then confirmed the hotel did not get back to them on this request. I spoke with the hotel manager again and he gave me an email address to contact which has taken me to oyo.

My experience with oyo from last week is the main number is in India and it cuts you off as though the person does not want to answer. The number I was given for oyo is based in London and when I press option 3 it is then a silent tone. I have sent several email to manage this and I am receiving ticket numbers but no response. I am calling all the numbers I have been given and researched but again no luck getting through. I have spoken to someone on 2 occasions who has asked me to wait on hold and they will put me through and again I am getting no where.

This is the most shocking customer service I have ever received that has taken my money for a hotel they represent. This is not good enough and I wouldn’t recommend nor would I ever use again even if I saw a 5 star.

I am appalled about how you manage your customers and requests. I will be taking this further and speaking with additional people to sought the support to even just get a responses all I am asking for is a refund for an extremely poor service that was provided

This company is fraudulent! Keep away. I just made a booking by mistake, then booked the correct dates. For both bookings there was a 'Free Cancellation'. When I tried to cancel the first booking it was impossible. They say you need a 4 digit code to proceed which will be sent to your phone, but nothing was sent. I did this 5 times. Same for second booking. Then I look at Trust pilot and I see everyone else has the same experience. This company should not be allowed to operate in the UK. They are either fraudsters or completely incompetent!

Upon our arrival yesterday, we noted a significant presence of cigarette smoke odor in the bedroom. This necessitated opening the windows and vacating the premises for approximately two hours to facilitate ventilation. This morning, we further discovered that the shower was inoperable. Our attempts to resolve this issue through customer service were unsuccessful, and we were advised to visit the reception, which was unstaffed at the time until we left the hotel we were unable to shower. Additionally, we observed a considerable accumulation of dust within the wardrobe and on the window surfaces. This experience has been highly unsatisfactory, and I intend to disseminate this feedback broadly, as such conditions are unacceptable.

I stayed at Chiltern Hotel Ltd in Luton, and I received a parking charge notice during my stay. I contacted the hotel multiple times (10 emails) asking them to confirm my booking to the parking operator, but they failed to provide any assistance. They repeatedly asked for details they already had, without resolving the issue.
This poor communication and lack of support caused me stress and almost caused additional fines. I do not recommend this hotel until they fix their customer service and take responsibility for guests’ welfare.

I booked and paid for 3 days, through the OYO platform, I chose from the photos posted of the place and for the value, Arden Guest house in Edinburgh, don't stay in this place, dirty room, with spiders and mould everywhere. Of the three nights I only stayed one because I arrived late at night and had nowhere to go. I called at the same time checking for OYO that didn't answer, I called in the morning reporting the sleepless night that my son and I had. The attendant called Arden Guest House without success and said that I could make the cancellation by sending an email with photos of the room and explaining why I didn't want to stay in the room I did that and looked for another hotel. It's been a month that I've been dealing with getting my money back for the two nights, without success. Hello Luiz,
Greetings from OYO!
This is regarding booking ID: DM3E2337.
We apologize for the issues encountered.
As per validating it with the property, we regret to inform you that the refund request has been denied by the property. We understand that this is unfortunate; however, we won't be able to help you with the refund.
Please accept our sincere apologies for the inconvenience.
Regards,
Solomon
OYO Guest Experience Manager

Trying to cancel my booking unable to get any responce from customer service from the numbers provided. Tried online a number of times and the codes sent dont work.
All i want to do is cancel my booking ref number XMZ78334.

Wow what a bad experience. booked two dates and wanted to amend one whilst still in our rights. It took 3 days to be able to get through to some sort of call centre in India. We smelled a bad experience and eventually managed to cancel both. but what a ride, must have spoken to 30 different people including hotel reception. Managed to google a number and finally that was it. They offer a chat but useless. their online booking unable to find the bookings to cancel
AVID THIS AT ALL COST!

BOOKINGS ID - CQ0T4002 & GE2X7867

DONT CARE ABOUT YOUR FINDINGS AS WILL NEVER ever use you again

Worst customer service in the world - have made a booking which I wish to cancel - have tried via phone (no one picks up), email (said undelivered), online chat (says a code is needed then never sends the code), app (can't fetch details of my booking).

All I want to do is cancel my booking! OYO sort it out as your customer service is shocking.

OYO CAN YOU ADVISE HOW I AM MEANT TO SHARE BOOKING DETAILS WITH YOU AS YOUR EMAIL ON HERE DOES NOT WORK EITHER!

OYO do you have an update?

Stayed at Brentwood in Aberdeen City. If you like sleeping in a bed smelling of cigarettes and in a filty environment, this is the place for you.....Good Luck

My response

Following my complaint it is clear that no one has checked the room. Ask someone to have a look at the radiator in the room. The broken draws in the chest of draws. The filthy bathroom floor. The filthy lobby and stairs.
Anyone defending this poor standard of cleanliness should be ashamed of themselves and have no pride in what they do.

Made a booking in November trying to stay for the next day, instead somehow booked for the current night (at 11pm?) as the site defaulted to that (horrible user experience). Tried to phone customer service immediately to move the booking, after countless dead phone numbers and automated voice machines, and being redirected back and forth between hotel/OYO phone numbers, multiple OYO agents said, and I quote "we do not have authorisation" to manage/move my booking, and they were unable to provide anyone who did have such "authorisation". There are no policies resctricting moving of bookings. Submitted a dispute with my bank, and a week later, when my dispute was escalated, I received an email that I checked in to the hotel?! Suspicious and very convenient...

Now recieved a reply from my bank dispute, with OYO saying I checked in and checked out on those dates. Complete lies and trickery.

Awful booking system and customer service.

Dont use em there a scam

I booked a hotel they took the cash
I got there, they said they stop using thid scam company mths ago and told me to leave
Ive tried to contact oyo but no response took the money and ran
Dogs dont use em

We booked and paid for an OYO property:
Koh Lak Resort
171/20, Suanson , SuansonMuang Prachaupkirikhan Prachuapkirikhan 77000, Hua Hin. Thailand.

Booking number: WT354628
After booking and paying our reservation, we noticed multiple Google reviews stating that this hotel has not been part of OYO for years and that OYO reservations are routinely refused.
We immediately contacted OYO. Their system promised a response within 24 hours, but nothing happened even after 72 hours.
When we arrived at the hotel, the reservation was refused outright. The hotel clearly stated they do not accept online bookings and are not affiliated with OYO. To avoid being left without accommodation, we had to pay cash on arrival just to check in.
Trying to reach customer support was a nightmare. We called the number provided by OYO’s own AI chat 8 times (an Indian number). Only 2 times could we actually hear an agent; the other times the agents adjusted their headsets so badly that we could not hear anything at all. It honestly felt like customers are expected to give up.
When we finally reached someone, we were told the number was “not for international bookings, only domestic India.”
This is despite the fact that:
This was the only number provided
It was shown while requesting help for our Thailand reservation
No international number is published anywhere
So effectively, there is no customer support when you actually need it.
It is absolutely unbelievable that a company of this size:
Lists properties that are not part of OYO
Takes payment for bookings that cannot be honored
Promises 24-hour responses and delivers nothing
Routes international customers to the wrong support numbers and then blames them
This goes beyond poor service — it is systemic negligence and borders on fraud caused by total disregard for basic service standards and common sense.
Avoid OYO unless you’re prepared to pay twice and deal with everything yourself.
P.S. 31Jan26
I must clarify that despite being informed that my refund was approved, it has now been over three weeks and I have still not received the refund or any confirmation of processing.

I have raised three separate cases with OYO, each of which was stated to be resolved or replied to within 24 hours as per your policy. Unfortunately, none of those commitments were met, and there has been no follow-up or resolution so far.

Please provide a clear update on the refund status along with a concrete timeline for when it will be credited. If the refund has already been processed, kindly share the transaction reference details.

I expect this matter to be resolved immediately.

P.P.S. 15FEB2026
Another two weeks have passed, and we still have not received a single word from OYO — nor the refund that was approved and promised over a month ago.
It has now been almost two months since we were affected by this fraudulent reservation. None of our support cases have been answered, despite OYO’s public promise to respond within 24 hours.
Meanwhile, the property remains bookable on the OYO website. This makes the entire situation even more concerning.
It appears that OYO’s only activity is responding to public complaints here, without taking any real action behind the scenes.
At this point, how can this situation be described as anything other than fraudulent?

P.P.P.S 04JUN 2026
It seems that Trustpilot is the only effective way to communicate with OYO...

After receiving a message from thailand.escalationsAToyorooms.com requesting my bank details for the refund, I sent more than a dozen follow-up emails to the same email. Unfortunately, every single one of them was just ignored, I received no response whatsoever.

I confirm that I have received a refund of 23.44 USD from OYO.
However, I would like to understand how this amount was calculated, as I originally paid the equivalent of 25.50 USD, not to mention the double conversion fees eating up additionally 4-5 %. The screenshots of the transaction from my bank were attached in the email sent .
Charged amount is 1327 in MKD. There is a clear discrepancy, and I would appreciate a detailed explanation.
Additionally, I incurred extra expenses due to this issue: international calls to Indian number I was advised to call while contacting your support. I have attached screenshots showing these costs and expect them to be reimbursed as well.
Not to mention the many hours and significant stress spent trying to resolve this matter and obtain my refund. The overall experience has been extremely disappointing and reflects very poor customer service.
I look forward to your prompt clarification and resolution.

My Husband passed away.2023 .So on what would have been our 53rd Wedding anniversary 2025.I plucked up courage & Ventured to Liverpool on my own which we Loved .Staying at the ATLANTIC Hotel
Was just lovely & the View of the Liver Building out of the window with tears in my eyes Beautiful.
We brought our small Sons many years ago & also stayed here.Taking in Liverpool match ,tour of ground & bus tour Brilliant Weekend & still got package & room number in my memory box.Would recommend this Hotel & give more stars if I could Staff brilliant.
Roll on April 2026 when I go again haven’t celebrated my birthday since 1989 (97🌹)as it’s on 16th.But want to go to the Ground see the Memorial.