ComplaintsforOYO Hotel St. Louis

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I booked a hotel room with them a month ago for February 16,2024-February 19, 2024. On February 15th they notified me that they canceled my booking leaving me and my family on the streets because all the hotels were already booked for a volleyball tournament. I was charged ****** for the booking because they waited until the day before to cancel the room. I did not cancel it. They did and still charged me. I spoke to a representative and the manager and they said there was nothing they could do that they had overbooked for this weekend. I booked the hotel on January 2nd and they informed me the night before that I had no hotel room and there was nothing they could do.

• Initial Complaint

  09/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently booked a room here because the ********* bus I was on was running late. I booked this with the promise from the hotel that this would be 100% refundable until the next morning. The bus arrived just in time to make my connection, so I set out to cancel and get my $100 back. I am permanently disabled by the way. This was last night. I FINALLY got someone on the phone who cancel the reservation, and after some difficulty and another promise that 100% of the money would be refunded, managed to successfully cancel it, and the lady said it would take a week. I opened the web browser on my phone, and the last page it was on was my profile page on the OYO Hotel website. It said that the total was $108. THEN it said they charged me $101 cancelation fee, and I was only entitled to $4 in credit. They FLAT OUT LIED TO ME, - MULTIPLE TIMES- and something has to be done about these straight up thieves. If I had the money I would sue, but I don't, I'm disabled. PLEASE HELP ME!!! Nowhere in the guest polices does it state anything about a cancelation fee. I can no longer find the page that told me I wasn't actually getting anything back.

  Business response

  10/09/2023

  The refund has to go through OYO customer service.  They have shared with me that they contacted the guest and refunded the guest.  

  Customer response

  10/10/2023

  Better Business Bureau

  The business has resolved the problem. I would still recommend that the Missouri State Attorney General's office look at these types of situations and look at the possible attempted theft of state taxes.
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  PROMISED REFUND NOT RECEIVED Fully refundable Oyo Hotel reservation for 5/17-21/2023 (See attachments for Booking ID #) was cancelled by me on 4/29/2023, which was well before the 5/16/2023 deadline for cancelling for full refund. *** said during that call that I would receive refund in **** working days. I soon received an *** email stating the $415 refund had been initiated on 4/30/2023. Approximately 5/1/2023, I received call from Oyo stating the refund failed to process, it was being sent in again, and I should receive refund in **** working days. On 5/15/2023, I called Oyo, and I was told the reservation definitely shows as cancelled, and refund had been initiated, but there was a technical error. Representative said he would escalate it, and I would get refund in **** working days. Again, I received an Oyo email stating the $415 refund had been initiated (this time on 5/15/2023). I still have not received refund to either my PayPal account nor my Discover Card account.SUMMARY: Oyo charged me $415 when I made the fully refundable reservation on 8/14/2022. I paid with Discover Card via PayPal. I cancelled on 4/29/2023, and despite ***'s many promises that my $415 refund is being processed, I have not received the refund via PayPal nor Discover Card.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a room through ********* in advance. When showing up the person at the front desk, ***** refused us a room even though it was paid for after traveling all day and it was after 10 pm. When asking to speak to a manager he stated that he was the manager, he lied. After calling Priceline to get a refund they said that they had to get approval and that after speaking with ****, he has no authorization to do anything, not a manager. I cannot make anouther reservation because he won't cancel the reservation even though they took our money and denied us a room. Not sure what kind of theivery this is or why this hotel is in business after seeing all of the reviews. It should be shut down and **** should be fired for his lack of customer service and plain humanity.

  Business response

  11/11/2022

  Good Afternoon,Guest did not provide a credit card for our $100.00 incidental deposit that is required prior to check in.  **** would not be able to issue a refund on property for a Priceline reservation.  I apologize for any confusion and misunderstanding.  We are happy to provide Priceline the approval for the refund. 

  Thank you,

  **** 

   

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