OYO UK Reviews 

If I could give 0 stars I would, I booked my hotel in June to stay in folkstone on the 28th of August, ON THE DAY I get an email to tell me that oyo no longer owned the hotel and rebook with the new hotel then to call oyo for a refund. I called OYO on the 28th of August to request a refund, I was told that I would have it in 48 hours, then 48 hours pass and still no refund, I then give them 5 extra days leaving it a week from original request, I then call and am told to allow a further 14 days to receive the refund, them 14 days pass, shock horror no refund, I call on the day to see what’s going on only to be told that there was a ‘technical issue’ and to allow yet another 14 days with the 2nd of October being the very latest I would receive it. It is currently the 2nd of October, I have called OYO to find out what is happening and they’re now asking for another 14 days to give me the refund. Not once have I been able to speak to a supervisor or anyone of any seniority, I have sent emails which have been ignored, it’s beyond a joke and they don’t seem to be willing to issue my refund for a hotel which they sold off months ago!

Update 20/10/25;
I’ve called again, yet again they are asking for more time, they’re escalating the complaint again, yet again the supervisor is unavailable to take the call and the operator is refusing to put me through to them again, still no closer to a refund.

1/12/26
Update:
The saga continues, I had a phone call on the 28th of October telling me that my refund had now finally been processed (after two months) and that it would definitely be in my account in 14 days, it has now been over a month and shock horror, it still isn’t in my account, the constant lies from this company are beyond belief.

6/1/26
New year and yet still no refund, this company has made zero efforts to contact me regarding this refund that they have allegedly authorised.

We stayed at the OYO hotel in Reigate and it’s the worst hotel I’ve ever stayed in. I should have realised when booking, as the guy was so pushy in getting me to pay for the reservation right away. On arrival there was a bistro table outside reception on the patio area with old food and beer cans. Then on entering our room we were disappointed to say the least. The room was in a sad state of repair with flaky walls and stained carpets. The bathroom was grotty with more flaking peeling paint, floor tiles that looked unclean, and a stained toilet that had never seen a bottle of bleach in its lifetime. We had a balcony, but again more peeling paint on the railings and overhead. It was also covered in leaves and bird poo. We are touring in a motorhome and wanted a nice relaxing couple of hotel days, and had been driving for a long time, otherwise we would have left there and then. At least the bedding seemed clean so we went to bed. Unfortunately we quickly discovered that the mattress was lumpy with springs that dug into every bone and was really noisy with every move. We were both drifting in and out of sleep and really exhausted. When we were still awake at 4am we discussed getting into the motorhome but decided we’d stick it out until morning and change rooms or leave. The next morning we changed rooms. On opening a drawer to put our clothes in we discovered beer cans. There was also one under the dressing table which says how thoroughly they cleaned. We were tempted to just leave but were out most of the day and meeting friends that evening for a meal so we stuck it out. The bed in the second room was more comfortable so at least we slept. The patio was a bit cleaner, but had a plant on it that grew beer cans! This hotels decor is in a bad state of repair and I’d certainly never stay at an OYO again. The outlook of the hotel was just scruffy with grass not mowed and yet more beer cans. The second room had chunks of plaster missing and wires hanging out of sockets. Awful is an understatement. As if that wasn’t enough, on moving rooms I discovered I’d left a bag of clothes behind in the other room containing a Zara top and an expensive bravissimo bra and knickers. I contacted reception and the lady said she’d call the cleaner. She didn’t bother calling me back and when I followed it up I was told there was no bag of clothes there! Basically OYO stole my clothes. When I left there was no manager. I was given a slip of paper by the receptionist with an email address to complain about everything . When I got into the motorhome home I discovered the email address was for reception! I’ve since read reviews. (If only I’d seen these before!) I’m not holding my breath so want everyone that reads this to take note. The Reigate hotel is disgusting, and so are the others in the chain according to reviews so AVOID!

2 replies with apologies and asking for more details so my complaint can be looked into. Not sure how they are going to do this when both email addresses they gave me came back as unable to deliver! What a surprise! This company should be shut down. They are a disgrace.
SO YOU’VE REPLIED TO ME AGAIN WITH THE SAME RESPONSE. HOWEVER, YOU HAVE FAILED TO MENTION THAT I TOLD YOU, THAT THE TWO EMAILS YOU INSTRUCTED ME TO SEND FURTHER INFORMATION TO DO NOT EXIST AND MY MESSAGES BOUNCE BACK!!!!! FUNNY THAT. ALL YOUR OTHER COMPLAINTS DON’T GET RESOLVED EITHER. THIS COMPANY SHOULD BE SHUT DOWN!
UPDATE
TWO PHONES CALLS FROM CUSTOMER SERVICE BOTH LATE AT NIGHT, ONE WAKING ME!!! THEN A VAGUE EMAIL GIVING NO EXPLANATION BUT SAYING MY CLOTHES ARE BEING COURIERED TO MY HOME ADDRESS AND I NEED TO ALLOW 2 WEEKS FOR THEIR RETURN. ARE THEY COMING BY DONKEY? THAT WAS A MONTH AGO AND GUESS WHAT? NO PARCEL. THIS COMPANY SHOULD BE INVESTIGATED AND NOT ALLOWED TO CONTINUE. THEY ARE A DISGRACE AND I’M WAITING FOR COMPENSATION. AS I SAID BEFORE, AVOID!!!!!!
IN ANSWER TO YOUR QUESTION RE: MY BOOKING DETAILS- YOU HAVE BEEN GIVEN THESE MULTIPLE TIMES AND OBVIOUSLY HAVE MY DETAILS AND COMPLAINT AS YOU’VE CALLED ME TWICE. TOU ARE BEYOND AWFUL AND HAVE NO INTENTION OF REIMBURSING ME FOR OUR AWFUL STAY AND MY STOLEN CLOTHES. I BELIEVE IN KARMA AND IM TELLING EVERYONE I KNOW, AND EVERYONE I MEET ABOUT YOUR AWFUL HOTELS!!!

Like many others I have been conned by OYO. Booked on the 4th Sept and realized they changed the booking so cancelled within 10 mins. Phoned the hotel to be told the booking was with OYO. Have now been pursuing them for a refund and keep getting fobbed off. Promised emails that never appear, promised on 4 occasions my case was being escalated, however 4th person claimed there was nothing on the system and he was first to escalate the case.
Tried phone calls, emails and self service system and going round in circles.
Definitely would be giving 0 rating if available.

A really friendly and welcoming Guest House. The place was managed really well and all staff were so helpful and polite. I will definitely be using this Guest House again. Also value for money makes this an easy decision to go back.

Disgusting! Booked the Ivy Hotel in Skegness for a two night stay on 04/09/2025 and left straight away after seeing the room. Absolutely appalling. Has to be the worst excuse of a hotel I've ever experienced. Photos online are nothing like the actual rooms. The place is filthy. No facilities and no staff on site after 8pm. I’ve since sent repeated emails to their escalations email with supporting photos but not had a single reply. Appalling company. **Update to review** In reply to OYO’s response my booking ID was PZAD1306. How am I supposed to contact you when you don’t provide any contact details! **2nd Update to review (02/10/25)** Absolute bullshit from OYO Hotels. I sent them my details and no response. They only replied for the sake of a negative review on TrustPilot. I’ve emailed again on five further occasions. Absolute scumbags. This company is criminal.

Awful customer service, requested a refund for two nights not spend in the property as it was disgusting and scary. Walked out after 10 mins. Said it would be 24 hrs they would get in touch, 2 weeks later refuse refund . Disgusting 3rd party booking company avoid. Just to update, I have got i have got in Touch as requested below! We will see what happens

It is a fraud. They take your money for accommodation in non existent hotels. Avoid

Terrible. As others on here I've cancelled within the time framework that would entitle me to a refund. I chased up the refund two days later over the phone and they told me it would take them 7 to 14 working days (???!!) to process the refund. I called back after 16 working days as I had received no refund and I was told the matter was escalated to the refund team which would be in touch within 48 hours!! When everything they really need to do is transfer the money! What's more shocking is that I wanted to initially avoid Oyo because of their poor reviews but when I called directly the Lansbury Heritage Hotel in Canary Wharf to book, using the number listed on their website, their answer was thar booking was only possible through Oyo as that was a Oyo hotel. I am planning to escalate this through a consumer association/ombudsman or legal action, and charge interests for the refund delay. Any advice on how to proceed would be appreciated. Thanks

I booked/ paid a hotel room through OYO and unfortunately needed to cancel it a few days later, which was well within the cancellation period stated. I have made numerous unsuccessful attempts to make cancellation - virtually impossible. The verification codes they send dint work. Customer service wouldn't answer the phone. The hotel itself said they would get in touch with OYO on my behalf- after a few days, more phone calls - still no response from OYO. Shockingly poor business practice!

I booked two hotel rooms through Hotelscom for colleagues, with the understanding that payment would be taken directly at the hotel. The guests paid the hotel in full at checkout and I have invoices to prove it.

Despite this, OYO though hotelcom also charged my credit card for the same bookings, meaning the rooms were paid for twice. I have contacted the hotel multiple times.

Hotels.com told me to take it up with the hotel, and the hotel has admitted over the phone that a duplicate payment was taken. On four separate occasions they promised a refund within 24–48 hours, yet no money has ever been returned.
This has now been going on for weeks, with no accountability from the hotel operator (OYO Technology and Hospitality UK Limited). In the meantime, I’m being charged interest on money that should never have been taken in the first place.

Very poor customer service, no ownership of the issue, and no resolution despite repeated assurances. I would strongly advise others to think twice before booking an OYO hotel.

Id: P4NO2768

Where is my refund ????

Now your lame company said they attempted a refund but something went wrong and still waiting this is a bloody joke doesn’t take over a month and a half to refund someone back.

My booking with OYO was cancelled by them five weeks ago, and I am unable to get my refund from either OYO or Booking.com.
None of the OYO email addresses are accepting my messages.
Surely this shouldn't happen!
I paid in good faith and then had to find alternative accommodation on the day of travel.
I am a foster carer, and this upset did impact our trip to Legoland.
As I already stated, none of the email addresses I have accept mails; they are returned unopened.
I WANT MY MONEY REFUNDED.
I have just tried again to send an email this time to the email address you provided.Please be aware that Oyo are appearing to offer good customer service on this platform. BUT are not!
BOOKING REF 6755100853
I am still waiting for my refund. All customer service staff have reassured me that the payment will be processed. It never is!
BOOKING REF 6755100853 booking placed and paid for on the 12th June for 18th August, 2 nights at Snooze Den near Lego. Please respond with when you intend to refund. I don't want any further apology; I want my money returned.
I have been advised today to request a systems access report, which will show how many calls I have made, how many lies I have been told, and how many emails have been bounced back.

I made a reservation at august 21st and cancelled it the same day. In the confirmation mail it was said that I got my full payment back in 7 to 14 days. But now it is 17 working days and I still haven't got my money back. I called the helpdesk on september 11th and they said they escalate my request, but still no answer or money. And now I am waiting on the phone for 7 minutes to ask again. BOOKING ID: PHO67232

OYO THE ARCH WEMBLEY- AVOID.
We booked a stay at OYO The Arch, in Wembley, London for Coldplay. We arrived at our hotel on Friday 12th September to a large group of people who were unable to check in as their bookings had been cancelled. We were also in the same boat, which they were able to tell us without even confirming my booking details. They then said they had attempted to contact me to inform me the booking had been cancelled but were unable to provide any evidence of these attempts (which didn’t happen as I was getting reminders of my booking and to check in from OYO!).
The manager said I would get a full refund and compensation (I have a recording of this) but could not confirm how or when this would happen. The next cheapest hotel was £900.
I have since seen that this is their pattern. They cancel the cheap bookings and put the prices up massively.
If you look at other review sites this is their pattern.
I have tried to contact them by email and their website but I am now being told they have no record of my booking. They left me and countless others without anywhere to stay in London and they think it’s funny.
Do not use OYO.
15th September update- in response to reply from DP below. Please provide a way for me to give contact details and booking information. I’m not putting that info on the internet for the whole world to see!
20th September update- no update and no response yet, I will be taking this further.
10th October update- regarding response, no email or phone number in my review but Oyo emailed me earlier this week offering me 50% discount on next stay…?

Like at least one other on here, booked a Colchester Hotel (15 Aug) to see a concert. Hotel said they don’t list with Oyo. Oyo admitted fault and promised refund — still nothing weeks later despite repeated chases.

I fully expect Oyo’s usual reply: “we tried to call”. No, you didn’t. No refund, no proof.

If Oyo come truthful and pay my refund within 48 hrs, I will happily provide an update here saying this has happened. Otherwise, I am putting together a case to share with consumer bodies and the media as such poor business practices shouldn't be tolerated.
Andrew H.
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As expected a standard boilerplate response below from the Oyo bot so it looks like they have responded and care about customer service. They haven't and they don't.

I would have given them 0 stars but wasn’t allowed. They say you have a free cancellation policy and NEVER refund you!! It’s been well over a month and every time I call I’m told every manager is busy and there has been a technical fault. Customer service is shocking. If you’re thinking of using them DONT I will NEVER use them again!

Scam. Booked a well known hotel in the local area Townhouse Durham in early August. There was a problem with the booking so had to call them. Told to call back a couple of days before arrival which I did. I was then told hotel closed in July! Tried to get my money back,impossible. I went to visit the hotel to check it out for myself and it is very much not open anymore. Whats worse is booking.com etc still allow you to book this hotel!!! I think OYO may be claiming ownership of shut down hotels and rebranding them to make a quick quid before people cotton on. They are doing this type of scam worldwide.Please do not fall for it.
Booking reference BBCM3024

Update 12/9/25 11:16 : If OYO care to read my review they will see that the hotel I booked is closed. OYO did not inform me as a matter or curtesy nor have they offered me a refund. I have tried to get a refund via their online webchat and various phone numbers but have not succeeded.

Further update : 12/9/25 12:05
As you can see it appears to be AI or somebody with very low intelligence responding to my review. If you could refund my booking for OYO Townhouse Durham (no longer trading) on 14th September to prove OYO is not a scam that would be great however I have absolutely ZERO faith that this will happen. Do not waste my time anymore 👍

Further Update 15/9/25 11:14
I have received a full refund which I am happy about. Communication could have been better though.

This is the second review I am leaving after being lied to repeatedly by Oyo and not receiving my refund. Issue has been ongoing since 14th August.

I booked to stay at the Colchester North Hill Hotel (H2C46443) and when I arrived they had no record of my booking and said they do not list with Oyo. Spoke to agent on the day who said they would refund which did not arrive.

I tried to contact and the only way to get a reply was by leaving a review on Trustpilot. 3 weeks ago they emailed to say a refund would be issued in 7 - 14 and it hasn’t arrived.

I don’t expect that refund will ever arrive and will be contacting my bank.

I can only describe Oyo as thieves, do not use.

If I could give negative stars I would. Truly awful service. Cannot cancel as the OTP code is never sent. Speak to an actual human? Forget it. Just a pre-recorded message.

I’m not sure why my previous 2 reviews were removed. However I had a phone call from OYO based on my review. The voicemail said they would email me. They didn’t.
I rang back & they were surprised I had a number for them - asking where I got the number from. I explained I was returning their call & voicemail. I was told it would be passes to a colleague who would get in touch. I am still waiting for this supposed call. The Arden Guest House in Edinburgh advertised on hotels.com is owned by them (not apparent on booking) and the quality was very poor. It is hard to get hold of anyone to address this.