ComplaintsforOYO Hotel

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Booked through Oyorooms.com to pay upon checkin for 5/17-5/19 with 2 & 4 year old. 11pm - noise in hallways, people dropping stuff you could hear because of the wood floors. By 12pm, people in hallway outside of my room talking loudly. I explained that I have small children and they just smiled. Apprently only spoke Spanish. Called downstairs to front desk to have them come up to disperse people. That lasted a few min. They came back - I kept shutting laundry room door which was two doors down - washer going constantly. **** would just open door back up. People still in hallway. Called again at 2:30am. They said people next door just checked in. Very loud slamming doors - people still talking in hallway. Called again at 3:30. Noise finally stopped until 5:15 when people next door got up and started dropping things, talking loudly - so we got up, packed our bags at 7am I told front desk I wanted a refund for the night and because I wasn't staying the night of the 18th, to get a refund for this date also. They told me I had to go through OyoRooms to get refund. They told me they could move me to another room - I told them with everything that happened that night, I made a reservation at another hotel. My kids were scared. I immediately contacted Oyo Rooms. Got people in ***** or ******** who barely spoke English. I emailed customer service and here is their reply: "We are really sorry for the inconvenience caused to you during your stay. We understand this has not been the best of experiences. We have taken and shared the same with the hotel. We strive to provide you with the best service, and we ensure that this will not be repeated. For the inconvenience caused to you, we are happy to offer you 40% discount coupon for your next stay. Please share your consent with us by replying to this e-mail. " I replied back stating "No coupon - I want a full refund for obvious reasons". - They haven't responded back. Next step is to dispute credit card chg

  Business response

  06/03/2024

  Greetings.

  Please see screenshots attached. Based on your first and last in the search in our system, it only shows 2 different reservations under your name that were supposed to be for April 2024 but they were cancelled and both charges were refunded. My system does not show any reservation for the month of May. Please provide me with a booking ID number on your invoice (top left corner of the paper) so that I can make a more thorough search in the system and find a quick resolution. I thank you in advance.

  Customer response

  06/04/2024

  While I did cancel two previous reservations, I did so based on an email offer directly from OYO which appeared to have a better rate, so went directly through OYO to reserve the room for two nights.

  Customer response

  06/04/2024

  While I did cancel two previous reservations, I did so based on an email offer directly from OYO which appeared to have a better rate, so went directly through OYO to reserve the room for two nights.

  Customer response

  06/04/2024

   
  Complaint: 21744821
  
  I am rejecting this response because:While I did cancel two previous reservations, I did so based on an email offer directly from OYO which appeared to have a better rate, so went directly through OYO to reserve the room for two nights.
  
  Sincerely,
  
  *******************

  Business response

  06/04/2024

  I am trying to upload the Booking ID but it won't allow the *** which is only 287KB 

  Booking Id
  ********
  Turn this OYO into your Wizard
  Base
  Enjoy 10 % off on your next stays at your
  Base.You cannot change your base once you
  turn on.
  OYO Townhouse Orlando West
  Townhouse ******************** West
  11241 W, Colonial *** ******************** FL
  Hotel Direction
  Booked by ***** on Tue, 30 Apr 2024
  from

  Customer response

  06/05/2024

  The above response with the booking ID is NOT from the business - it is from me.  So no action is required on my part at this time.

  Customer response

  06/05/2024

  I am trying to upload the Booking ID but it won't allow the *** which is only 287KB 
  
  Booking Id
  ********
  Turn this OYO into your Wizard
  Base
  Enjoy 10 % off on your next stays at your
  Base.You cannot change your base once you
  turn on.
  OYO Townhouse Orlando West
  Townhouse ******************** West
  11241 W, Colonial *** ******************** FL
  Hotel Direction
  Booked by ***** on Tue, 30 Apr 2024
  from

  Business response

  06/12/2024

  What action is required here?  I haven't heard anything back, so ball is in their court

   

  Business response

  06/12/2024

  Good morning.

  Please verify the screenshot attachedl the conversation states that the customer experience department offered the guest a 40% coupon voucher, due to her complaint. The former guest did not accept it. Nothing more was offered since we double checked with the guests in the room around her and no other noise complaint was made.

  Regardless, I am willing to start the refund for the second night the former guest did not stay (as you can verify in the screenshot, that what she requested to begin with). Please, I need a response in order to start the refund for the second night charge. Regards,

  Customer response

  06/12/2024

  I am fine with the 2nd night refund.  Please note that the people are around me were all out in the hallway talking.  The room right next door to me didn't check in until 2:30AM

  Customer response

  06/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am fine with the 2nd night refund.  Please note that the people are around me were all out in the hallway talking.  The room right next door to me didn't check in until 2:30AM
  
  Sincerely,
  
  *******************

  Customer response

  07/03/2024

  *** never responded back after I accepted their offer of a one night refund.  I have asked to have this case reopened since BBB currently has this as resolved, but it is NOT resolved.

  Customer response

  07/08/2024

  Oyo never responded back after I accepted their offer of a one night refund.  I have asked to have this case reopened since BBB currently has this as resolved, but it is NOT resolved.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel room at the *** townhouse *********************** hotel on February 17th at 11:23 pm. I then proceeded to drive to the hotel, less than 20 minutes away. Upon arrival to the hotel, I walked into the lobby to check in, but was told that there was a computer error, and that there in fact was zero hotel rooms available.I was then told by the front desk worker, who was extremely rude, that he would not be able to fix the error, as I had booked through a third party app.The following day I contacted the third party app, and was told I would not be charged. However, *** instead reported me as a "no show" , and charged me a $259.74 fee. I have tried to resolve this issue multiple times with both booking and ***, and booking is telling me that *** is denying the refund to them. So now I have been in contact with *** and they said that my request for refund has been denied, that I "did not arrive on the property". And that I have to prove to them that I did arrive.In other words they scammed me out of $259.74, and are now refusing to give me my money back. I did in face arrive at the hotel, despite their claim that I did not show up.

  Business response

  03/15/2024

  Greetings.

  This reservation was ran as a no-show because, per our records, the customer did not arrive at the front desk to check in. If ********** that he/she did, please I need to know the exact time so I can validate this on my front 24/7 Nest camera (which records live video and audio, whic goes back 60 days).

  As it was stated on the initial complaint, this reservation was done through booking.com (thirdy party booking website) and no directly by us here at the hotel. This being, booking.com has that policy to charge a partial amount of the reservation as a guarantee (right after each customer imputs their credit card information in the booking.com website, which is specified in the screenshot initially attached). I mentioned this because our system does not allow us to imput credit card information or process any type of payments unless each customer is here to pay in person with our credit card reader. I mention this because we do not cancel reservation unless we have high occupancy and/or they are not paid partially (which was not the case on this matter).

  As validation from our end, please see both attached screenshots from my system; as a courtesy, I held the reservation until the following day of check-in close to 2pm (2 hours after the checkout of the reservation was suppose to be done).

  Regardless, as an additional courtesy, if I can get validation that the customer was was in fact here in person, I can come to an agreement for a refund that can benefit both parties (since the original charge for the partial amount of $265.74 was done by booking.com). Please let me know in case if any updates. Thank you,

• Initial Complaint

  01/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Subject: Extremely Disappointing Stay at OYO on 12/12/**** I recently had a stay at OYO on December 12, ****, which turned out to be an incredibly frustrating experience. My previous encounters with *** had been mixed, but this time was beyond disappointing.Two years ago, I faced a significant issue where my room was canceled, and I was charged $2000. It took hours of back-and-forth with customer service to resolve the matter, and only a supervisor could rectify it. Fast forward to November 2023, and I had a decent stay, thanks to the excellent customer service at the front desk.On January 12, ****, at around 10:30 AM, I walked in after traveling and encountered a helpful young lady at the front desk. She assisted in booking my room for the weekend, and all seemed well until I returned to find myself locked out at 2:30 AM. The customer service rep at the desk ignored me, claimed my reservation was canceled, and insisted I wait until 7 AM for a manager.Despite proof of payment and offers to repay for the room, ******* was rude, disrespectful, and unhelpful. My property was in the room, and he refused to let me in. After involving the police, the supervisor finally allowed access, but the reservation continued to fluctuate between canceled and activated under a different name.This experience highlights a severe lack of effective customer service, with no accessible supervisors during shifts. The staff's behavior was unacceptable, and OYO needs to address these issues promptly for the benefit of its guests.

  Business response

  01/30/2024

  What had happened was that, per our actions, the reservation for this guest was checked out in our system by mistake just a couple hours after he checked in around 12pm (earier than 3pm, which is our regular check-in time). ***** walked out and came later in the night and he came to reactivate his key because the reservation was checked out in the system (this was around 2am). My overnight front desk member mentioned that there was no reservation for the room he was inquiring (due to what hapened). Regardless, he reactivated the key.

  As a result, the reservation was checked out in the system and we ended doing a refund automatically to this guest. I spoke to him personally and apologized about this, since we had no knowledge at the moment that the reservation was checked out by mistake. I also explained to him that the refund was done and he would not have to pay again (he has been a returning guest). he also apologized for the way he expressed himself at the moment during the time he returned to his room in the middle of the night. This refund was processed. Again, him and me had the conversation and everything was settled (of which I have the lobby camera footage as validation).

  Customer response

  01/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: 3/28/23 Invoice # **************** 2night stay $270.00 with a $50 deposit. The hotel manager was belligerent and yelling about a small amount of make up and hair product on the pillowcase that can easily be washed. I asked if they would be an incidental charge, and he commenced on telling me that I was threatening him at that point he commanded me to to leave the premises. to leave the premises. this hotel is disgusting. The sink gets clogged up. The bathtub gets clogged up. The spout in the bathtub was falling off the wall. The water was not running properly. The shower curtain brackets were falling out of the wall. The tile floor in the bathroom was cracked. The carpet was dirty. The chair and ottoman was dirty the bed was sinking in the middle. The manager had the nerve to say he was keeping my deposit and said that’s it. It’s gone you’re not getting it back. This place needs to be reported immediately all the reviews that come back are terrible. This manager is extremely rude.!!!! I want my $50 deposit back.

  Business response

  04/06/2023

  Greetings.

   

  Please verify in the PDF file and screenshot of our system that the security deposit for them was released on 03/26/2023. The same PDF file was printed out and given to this couple at check-out (they have a copy of this paper). Also, see picture attached of all the damaged linen they left in the room. For this, they signed they would be additional charges for the damages (at check). Again, still the $50 security deposit was released. What they claim to show on their pictures was done by them 1 night before checking out, just to build a complaint on our end to not have to pay for the damaged linen. Not to mention all the racist and discriminatory comments the male companion did to me and my staff members, in addition of acting in an agressive/threatening manner. In case of any proof, please contact us for further assistance. Thank you,

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I got a call from Oyo hotel from the number 270-262-1299 yesterday the person that I spoke with was a familiar voice who had helped me get rooms for my son when he was homeless they called me yesterday to tell me that they had $500 and rewards for me that number transferred me to 561-740-5532 that's the next number they called me from they said that they sent my phone was out of date that I would have to give them my banking information and I trusted this company because I have given them my information before I was on the phone for over an hour with these people and I had to get off the phone he said that the the******* gift card was going to be in the amount of $315 and then they were going to give me $185 on a ******** card so they said they had processed the******* card and I said I got to get off the phone I have a very important phone call to make so I got off the phone and something to say call my bank so I called my bank they had stolen $315 from my checking account I want my money back and I want something done about this company

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩