I booked a room for the 7th August 2023 at the White Horse hotel in Ripon in the United Kingdom on the 24/04/2023 and paid for it by debit card on the 25/04/2023 according to my bank.
However I can no longer make that date and wish to cancel and receive a refund which according to their terms is quite possible given suitable notice.
I tried phoning them and when connected the automatic reply gave me a choice of 4 options but when I pressed the manage booking option nothing happened and it just kept looping around giving the same options.
I also tried to cancel through their website but could not logon as it said it did not recognise my correct booking I D JM124706.
I finally managed to email them on guestsupport.[protected]@oyorooms.com on the 24/07/2023 and received a reply the following day giving me a ticket number [protected] and saying they would respond within 48 hrs but they did not and I sent 2 further emails in the following few days with no response
I am very frustrated that they will not respond but I still keep getting promotional emails nearly everyday . They say they are the fastest growing hotel chain in the world but do not own the White Horse hotel and I spoke to the hotel owner and manager who told me OYO are just a booking agency and he cannot cancel a booking or give a refund as it must be done through OYO rooms and they only contact him through email.
This situation is extremely non professional and their IT systems are rubbish and not fit for purpose.
I hope my complaint gets through to OYORooms and they cancel the booking and send me a refund.
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