Complaints

This profile includes complaints for OYO Hotels Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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OYO Hotels Inc. has 30 locations, listed below.

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• 

  OYO Hotels Inc.

  Dallas, TX 75201

• 

  Motel 6

  301 Wildwood Road Salem, VA 24153

• 

  Motel 6

  108 River Rd Chilhowie, VA 24319

• 

  Motel 6

  21561 Clear Creek Rd Bristol, VA 24202

• 

  Motel 6

  1160 E Main St Wytheville, VA 24382

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotel was not what it appeared to be advertised thru Priceline, *******, online business provider. The hotel is in *******. It looks like it could be an abandoned property. There were homeless people sleeping in and outside of the building. This was not refundable. There is also a problem with the Insurance that priceline is asking customers to buy and I do and it is coming back as a different type of product. The building was filthy and had a different sign on that Oyo was not the real name. *** would not allow customer to not keep the reservation. The rooms are extremely dirty. The hot was did not work in the shower. There appeared to be drugs being done in the rooms. It was a completely unsafe environment. At the end of the stay, ( a deposit is requested in the beginning) when checking out they said they will not be returning your $60.00 deposit. They stated No now get out of the building.

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a two-night stay at ************************** in ********, ** through ***. I never received a confirmation email and only knew my reservation was confirmed because my card was charged. I called OYO the day before my trip to confirm and get my reservation number (RZVB9728).When I arrived, the hotel was in unacceptable condition. The room was dirty, there was mold throughout, and the parking lot was full of trash due to nearby construction. I checked out after one night even though I had paid for two, because the place was not safe or clean.I contacted OYO about a refund, and they told me I had to go through a third-party company called ******** name I had never seen or agreed to during the booking process. I looked up WebBeds and found a disconnected phone number. I also emailed them but have received no response. I have no confirmation, no receipt, and no way to contact anyone from WebBeds directly.Ive now called OYO multiple times and keep getting the same responsethat only WebBeds can issue a refund. OYO takes no responsibility despite being the brand I booked through, the one who charged my card, and the only point of contact I was given. I feel like Im being scammed and passed around with no ************* requesting a refund for the unused night and an acknowledgment from OYO. If I dont hear back, I will dispute the charge with my credit card and continue sharing my experience publicly to warn other customers.Desired resolution: Full refund for one nights stay and written confirmation that the issue is being addressed.

  Customer Answer

  Date: 04/28/2025

  hello, the company did reach out and I got a full refund. I am not sure if this is the right contact to send this to so please let me know if I need to contact another source.

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 2 rooms and paid in advance and also purchased insurance for Travel Inn By OYO ********, ** for 3 nights 3/27, 3/28, 3/29 for a total of $493. We arrived and the rooms were filthy. Comforter on bed smelled like smoke so bad we had to put it outside. Blankets for both rooms had several burn holes in them. The sinks were brown and dirty. One of the bathrooms had a leak in the sink and there was a bucket under it with dirty water and dirty toilet paper. The towels were brown and dirty. The showers were disgusting and so we couldn't take showers. Curtains were hanging halfway down the wall. The microwaves in both rooms were all dirty and rusted and unusable. We pulled the blankets back on one of the beds and there were dead cricket parts. There were guys hanging around our car so we had to take turns watching. The place was so filthy and disgusting that we got up and left after just a few hours and we went to another hotel. We have never encounter anything so bad. We all took lots of pictures because it was beyond belief. This place should not even be able to remain open. I talked to the guy at the front desk and requested a refund on both rooms and he said there are no refunds. I am requesting a full refund from this place for $493 for both rooms for the 3 nights. I am more than happy to answer any questions and submit pictures.

  Business Response

  Date: 04/14/2025

  Thank you for taking the time to share your feedback regarding your recent reservation at Travel Inn by OYO in ********, **. We sincerely regret to hear about your experience and understand your concerns.

  
  

  At our property, we are committed to maintaining a clean, safe, and comfortable environment for all guests. We take all complaints seriously and have reviewed the details of your stay closely.

  
  

  According to our records, your reservation was made through OYO under a non-refundable policy, which is clearly stated during the booking process. These terms are agreed upon at the time of purchase and are managed directly through **** booking platform. While we understand your frustration, we must adhere to the terms and conditions associated with that reservation.

  
  

  It is also important to note that the rooms you reserved were designated smoking rooms, which may explain the presence of smoke-related odors. Additionally, we did not receive any formal request or notification to management regarding your concerns during your brief stay. Had we been notified while you were still on-site, we would have made every effort to address the issues and provide alternative accommodations if possible.

  
  

  We are currently investigating the condition of the rooms mentioned and have addressed your report with our housekeeping and maintenance teams. We appreciate you bringing these matters to our attention and will take necessary actions to ensure our standards are met consistently.

  
  

  Thank you again for your feedback. Should you wish to discuss this further, please feel free to contact our management team directly.

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did book knowing no refund but we never ever dreamed the place was so filthy dirty, gross and unsanitary to stay in.  We booked 2 rooms for 3 nights.  Rooms 142 & 143.  We couldn't even stay through the first night.  When I talked to the guy at the front desk, I requested to talk to a manager and he said he did know where the manager was.  I told him issues and he laughed and blew me off.  I should have read the reviews on this place first and I would have seen all the issues and I would have bypassed this place.  I have learned my lesson.  We do a lot of traveling and stay at hotels quite often and we have never encounter a place so disgraceful!  I believe you should think about customer satisfaction instead of ripping people off.  I am still requesting a full refund for my booking.  A better description of this place needs to be posted so people know what they are getting into.
  
  Regards,
  
  ******* ********
  
  
  

  Business Response

  Date: 04/16/2025

  Business Response to BBB Complaint ID ********

  
  

  Dear BBB Dispute Resolution Team,

  
  

  Thank you for allowing us the opportunity to respond further regarding the complaint submitted by *** ********.

  
  

  First and foremost, we take all guest concerns seriously, and we are disappointed to hear that her experience did not meet her expectations. However, we must respectfully clarify several key points:

  
  

  *** ******** booked two rooms at our property through a third-party platform under a clearly stated non-refundable, no-cancellation policy, which is standard for discounted or advance reservations. This policy was agreed to during the booking process, and we are obligated to honor those terms on our end.

  
  

  We have no record of a formal request to speak with a manager during her brief time on the property. Had such a request been made, our management would have responded promptly and appropriately. We also find it important to note that her description of our property as filthy and disgraceful does not accurately reflect the condition or standards of our hotel. We service and inspect rooms daily and provide both smoking and non-smoking options, which guests choose at the time of booking.

  
  

  While we understand that the guest feels disappointed, we must reiterate that no refund will be issued, in line with the original reservation terms she accepted. We encourage all guests to carefully review their booking details, including room type and cancellation policies, before confirming their reservations.

  
  

  We remain committed to providing a clean, safe, and respectful environment for all our guests and take pride in maintaining our standards of service. We sincerely regret that *** ******** feels otherwise, but we firmly stand by the policies and information provided at the time of booking.

  
  

  Thank you for your time and understanding.

  
  

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I booked 2 rooms for 3 nights and I did purchase insurance on the booking so I know refunds must be given at times. I spoke with a guy at the front desk and he said he didnt know where the manager was and would pass my complaints on. No manager ever called me. These rooms were so filthy we could not stay there. They were a health hazzard!! I am going to continue to fight for a refund!  I paid for insurance!!
  
  Regards,
  
  ******* ********
  
  
  

• Initial Complaint

  Date:04/22/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 31st from the pictures sent I had a claim for a refund in the amount of ****** because I had roaches in my room for the entire stay and they never came and cleaned my room as advertised to myself. After 14 business days after march 31st I did not receive that refund and now Im going through another 7-14 business days. I do believe I should have the money they say that they are going to refund me or I should be compensated a refund for the full amount of my stay if they cant give me the money in the time they said I was going to get it when if they kept up with their hotels I wouldnt be waiting for the money owed to me and they want their money the first day and I couldnt even get my money with the 14 business days.

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the first week or March 2025 I paid for a week stay at oyo the inn at *************** it's been over a month and still haven't received my deposit back excuse after excuse. I just want my 200 back

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the website it lets you book a room, it states in the description that it is refundable as long as you refund within 24 hours before you stay. I wish I would have read the reviews on ****** because all of them stayed the same thing. There is no point of contact that works to cancel or get a refund once you book. I sent multiple emails, left multiple ****** Play reviews for their app, called their phone number multiple times, and use their in chat app. I even called the specific location that I booked at and I got hung up on. They leave no avenue for cancellation and they will charge you the full amount without any resolution. I was trying to cancel a full month before the trip.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern, my significant other and I stayed at one of your hotels in ***********, *******. I'm not sure how it was considered a 3 star hotel. I am very disappointed with the room. The manager on site was very nice, that was about the only nice thing there. I will attach photos of my room as well as describe them. Where to begin with this we walked in saw stains on the ceiling, the bathroom door had a piece of ply wood on the bottom, the back of the door is falling off, holes in wall, stains on sheets, cigarette burns in the blanket. The first night someone turned the breakers off to our room and when we went to ask for maintenance to check it out the manger flipped the breaker back on. We had insulin in the fridge that needs to stay cold all the time( the breaker was off for atleast 12hrs).I wish we were able to have cancel and get a refunded and found somewhere else to go,but we were told that we couldn't get a refund. This was a very unacceptable place and should be inspected and taken off the list for hotel rooms. Thank you for your time and I hope to hear from you someone. My contact information is ************ and email is ******************** Sincerely ***** *****

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room for this business and let them know at booking I would have my service animal with e and I was told thats fine. I let the representative know that I do have paperwork for him s as well. I paid $26 to get there after being physically abused where I was and stated I needed safety. When I got to the counter not only did the woman refuse us service she did not even look at the paperwork I was trying to show her. I called the hotel to let them know what was happening and was given the run around and was refused. Nobody cared about my situation or the fact my service animal was there to not only assist me but that I had legal papers to prove it. Thus is unacceptable and I will be taking further action.

  Customer Answer

  Date: 04/24/2025

  Nobody has tried to contact me. The last message I got was that my complaint was sent in

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked two nights at the oyo hotel ******* from Saturday March 8th to Sunday March 9th of 2025. I wanted to extend my stay for a week but the hotel staff was so rude, impatient and uncooperative with me rebooking that I stated I would leave for the day and rebook that night March 10th. At no time in me stating this did they state I could not rebook. I left the hotel with no issues and received my 50 dollar cash deposit back as the room was left in good condition. I rebooked for March 10th for a king bedroom and returned to the hotel around 9 pm after work to be told I was added on the do not rent list. I was not given any reason as to why when I asked and no one would let me speak to the property manager about the situation. The only reason I can think of is they were unhappy they couldnt keep my security deposit. The staff was also racist, judgmental and accused us of smoking weed when I stepped out to smoke a cigarette while staying as a guest at the hotel. I guess they assume all black people are on drugs. I told them I wanted a refund in which the hotel said I would have to call the third party company in order to obtain a refund and just state I was on a do not rent list and my money would be refunded. I did call the third party company which is *********. They stated record of cancellation request is needed from oyo hotel in order to issue a refund which of course they refused to provide. Both ********* and oyo hotel both refuse to take responsibility to refund the money owed and refuse to communicate with each other yet they clearly have a business relationship. I was not allowed to check in or stay at the hotel with no actual reason given. I should have a refund for the full amount I paid and an apology.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a fully refundable pay at hotel room at **********. When I got here the location was in a horrible neighborhood. The ac units were being held in by plywood and the rooms were dirty. Not a advertised on ********* at all! I spoke to the manager and told him I didn't want to stay and refund me. He said I need to talk to corporate. I was marked as a no show and charged! I need my refund, because the hotel was misrepresented online and was unsafe.