OYO Townhouse New England, London Victoria — Hotel in London

Our experience at OYO Townhouse was terrifying and unacceptable. In the middle of the night, someone unlocked our door and tried to enter our room. My friend and I were still awake when we heard our door open. The room didn’t have a secondary lock, so we improvised for extra security. The main door opened directly into the room, with the bathroom located immediately next to it. We placed a chair in front of the main door and left the bathroom door slightly open. That way, if someone tried to enter, the door would hit the chair first, and the chair would also knock against the bathroom door, making noise and alerting us immediately. This setup was the only way we could try to feel somewhat safe while in the room. To our horror, the chair was pushed and hit the bathroom door, confirming that someone was actively trying to come inside.||||We shouted which scared the intruder off but the fact remains, they had a working key to our room. This was not a random attempt to force the door and an enormous security failure.||||When we reported this to Joseph, the night receptionist, he was dismissive and unconcerned. He claimed no one could have entered at that time, refused to properly check the CCTV footage and kept giving us the wrong time frames. He acted evasive when we pressed for answers which made us even more suspicious, and ultimately insulted my friend. This is absolutely unacceptable behaviour from staff in a situation involving guest safety.||||What’s even more suspicious is that if it had been another guest mistakenly trying their key, the receptionist should have noticed them coming or going a few minutes earlier and mentioned it. This behaviour makes it clear that either there is extreme negligence, or something much more concerning is happening.||||In the morning, another guest on our floor told us they also experienced someone trying to force their door open the previous night. This clearly is not an isolated incident.||||As two women traveling alone, this situation left us unsafe, sleepless, and deeply disturbed and no staff made any genuine attempt to ensure our safety or peace of mind. Compensation was refused and the only “solution” offered was to leave the hotel at 2am with nowhere else to go.||||We filed a police report and we have video evidence of our interactions with staff, so our account cannot be dismissed, twisted, or misrepresented. This review is based entirely on our direct experience and is shared to warn other travelers for their safety. Until OYO investigates this issue fully, improves security (secondary locks, proper CCTV transparency), and addresses staff behaviour, this property is unsafe...

Unfortunately our room (number 45) smelled of drains/sewage which hit us upon walking in, so not a great start. Although the actual bedding seemed clean enough it was topped with bed cushions and a runner that were absolutely filthy with stains (see photos.) This was not a pleasant discovery. The bathroom although cramped was perfectly clean but again this was spoilt by the constant smell of drains/sewage, so that we had to block both the sink and shower plug holes in case the smell was escaping through these (didn’t really help.) Also the top of the small table provided wasn’t really fit to use as it was wobbling badly like it was about to come off. The bedside light on one side was out of action and the ‘do not use’ sticker on the switch just added to the overall poor impression of the room. Obviously I reported everything to the receptionist and asked if we could change rooms. Having told me there was another room available, he then took back his offer moments later using the excuse that apparently he was unable to change the booking on his computer, therefore we had no choice but to stick with what we had. There seemed no possibility of a refund either. Needless to say we did not enjoy our stay and could not wait to leave in the morning. It really took the edge off our weekend away and I would not recommend this hotel to anyone unfortunately. Also no tea or coffee provided, not that I would have fancied anything to eat or drink with the smell in the room. Two stars is generous and only given because the bed was fairly...

We are appalled by the quality of our room and facilities. First of all we located on room number 6 which is very noisy. No shower gel, shampoo, kettle, tea cups have been provided. The mattress is real soft and feels we are sinking on it.||I have spoken to your staff at reception Shanto (I think) to ask for room change which was not possible as the hotel is booked out. Then asked for extra towels, not possible. Asked to check out until 10:30am he said no. Asked for kettle which he have but no tea cups and mentioned to use the glasses in the bathroom which is dangerous as they break with hot water. He eventually gave us one tea cup as he does not have two. He also gave us one shower gel and shampoo.||It is appalling you do not provide these basic stuff but we will move on and sort ourselves out.||The real issue is we then asked about luggage storage which you provide until 6pm only, we need until 7pm as we are going to an event but your staff was impossible to be flexible with anything arguing hotel policies.||We then asked to speak to the manager as he kept saying he could not help us and then did not want to give us your contact because it is Saturday and you are not available on weekends. I have worked in hospitality and tourism for 15 years and we all know hospitality does not sleep. I understand hotel policies however this is not reasonable and these can be flexible when needed to give service to your guests. We are not asking for anything above and beyond...