OMGhotels Arvostelua 1 086

We had an enjoyable experience but it was not completely without it's issues...

We were gifted a theatre & overnight stay experience via Activity Superstore and upon booking was passed over to OMGHotels to complete the booking.

Initially we had no issues, the staff come back quickly booking us in for our chosen experience back in Feb. We were advised we would receive tickets to our show and hotel voucher no less than 48 hours prior to our booking. However, this was not the case.

2 days before our show we had still received no contact from the company so I began to feel increasingly worried (particularly having seen the reviews on here). I tried emailing, live chat and called three different numbers but had no luck getting through. Eventually, someone come back to me to advise they were behind because of the bank holiday but I should hear back from them soon.

I was eventually sent a hotel voucher and was told to contact the number at the bottom of the voucher should there be any issues upon checking in... except this section was left blank. I contacted the hotel myself as I was worried I would arrive to face issues and good job I did because they advised I did have a booking but the agency had cancelled it the night before they sent me the voucher...

I contacted OMGHotels once again and they advised they had no idea why this had happened and would send a new one which they did the day before I was due to set off. I also did not receive my tickets until around 10:30pm the night before my experience.

This whole situation led to a VERY stressful experience beforehand which is not ideal whatsoever when you need to plan travel etc.. they had more than enough time to sort this out but they left it until the day before our experience (assuming they were after the cheapest deals possible).

Whilst we did enjoy our weekend - I wish it was much more organised and less stress on us as customers. This service needs to be improved.

Please do not book anything with OMGhotels.
They pushed me into paying extra to get my chosen availability they didn’t include breakfast on the voucher which was meant to be included told me they would refund me and have continued to ignore every email from me for the past 2 months.
Awful provider and awful customer service.

If I could give 0 I would!! A gift for a theatre & Hard Rock Cafe meal experience for myself and my husband bought by my children. My review was taken down as OMGhotels complained as I named some of the staff that had replied to my emails making false promises. These are the same staff others are naming as fantastic responses and helpful in upgrading experience etc. they too were “great” when agreed to change a date for an extra charge which I paid! The fact they insisted on 3 dates 6 weeks in advance is ridiculous. I gave a date that knew for sure could do and they replied wanting 2 more dates. It’s ridiculous because they didn’t book the meal part of the experience until the day before we were going. After endless emails and being ignored I got an email assuring me the theatre tickets and meal voucher would be emailed within 24 hours of the experience blaming the theatre for working this way and saying send together to avoid getting mislaid! I knew that was nonsense as bought tickets before direct and had them straightaway. I went along with it feeling reassured that maybe as third party this is how it works but at least whilst very stressful they should hit my inbox between 7pm-10pm 18th May 2025 the night before due to go.
At 21.31 I was so relieved to receive an email from omghotels, However , this was short lived as only the meal voucher was attached that on checking had only just been booked!! I emailed straightaway and several more emails next day before catching the train to London, then more when arrived as still no response. I realised they only ever replied when getting more money from you, or a general query.
Fortunately I was able to find a phone number for Gift experience who had outsourced to omghotels. Omghotels have no phone numbers!! I explained the issue and my frustrations and stressed caused by the omghotels group. The advisor asked what we were going to see and said she had sent the company an email by high importance whilst we were talking and if still not heard by 4pm from them (by this time it was around 2pm to call her back and she will see what else can do as show starting at 19.30. Feeling stressed and deflated was an understatement and all but resigned myself that we weren’t going to get the tickets. I was also angry as this was a special gift from my children.
About half an hour later omghotels forward theatre tickets, I’m not sure if the gift experience bought them and sent to them for passing on or whether she was able to hold them to account but either way I was relieved to get the tickets.
The tickets hadn’t long been bought as they were for 2 seats we looked at at the lunchtime to see what was still available. These were dearer than I expect they would normally pay as the cheaper priced seats were all sold out. I hope they made nothing out of it for all the stress and upset they caused.
I genuinely think they keep the money so early to gain interest and wait until the day before to get cheap as possible tickets and if none available rather than suck it up and buy dearer ones they just don’t bother and ignore emails in the hope people will give up. They should be ashamed of themselves ans how they operate as also brings into doubt other companies who offer the experience vouchers. They need to be careful because these days can book direct and have nice vouchers made up to give as gifts! Avoid if want to guarantee an experience, take note only positive reviews are from people not yet received their tickets…..

Booking with this company is bad for your health, booked a hotel and theatre with these, 12 hours before we go they cancelled my hotel, never received any theatre tickets, this was my wife's birthday treat trip the email just said you will have to book for another date,
They have not bothered to reply to any of my emails about a refund
I can see i will take them to court for my money back
So I would look at booking. Com they were really good they rescued my break.

We arrived to our hotel on the 24/04 to find that we had been booked into a twin room and this had only been booked on the 22/04/25 at 10:59pm. Despite receiving our hotel voucher on the 17/04 which stated a queen superior room. This meant we had a room of less quality and value and had to sleep in separate beds for our wedding anniversary.

I was also highly disappointed that the theatre tickets booked where in the cheapest seats possible and one was restricted view. Considering the price paid for the voucher there is no way that we received near that value with the hotel and theatre tickets provided. Omghotels have clearly made a massive commission/profit by offering a service providing the cheapest rooms and tickets available with really poor communication.

You can never get hold of anyone via email or live chat. we received our theatre tickets on the day we were due to visit which was extremely stressful. Numerous emails have been sent leading up to our experience and since to chase the vouchers and now the refund. I have yet to have a response to the email I sent on the 7th may chasing my refund. I am still yet to receive the £40 that they said they would refund me for an upgrade that I paid for that they never actioned and I didn’t receive. It has been nearly four weeks since I was told a refund would be issued.

This experience was purchased with another provider who outsource to omghotels. Will never use either provider again.

Booked hotel and theatre experience for my 60th they emailed my husband night before and cancelled our hotel im very upset this was booked last November by the look of all the reviews these are scamming everyone and should not be allowed to advertise do not touch this company

Booked an experience with The Gift Experience who then outsourced to OMG Hotels.
Despite e mailing several times for the hotel voucher it finally arrived the day before our hotel stay. The voucher forvthe GIn experience never turned up. When I contacted the GIn company and explained 1. They don't deal with OMG.
2. They are not open the day our so say tour was booked!.
Their live chat isn't active, the 2 numbers I have for them are put of use and they don't reply to e mails.
Use at your own risk.
I have to say GIft Experience aren't much better they don't want you know despite it being booked though them!

Used these in December of last year, got an email saying they had cancelled our hotel beside Hyde Park, which I paid to upgrade us to and moved us to one 30 minutes outside of central London because the hotel was overbooked. I did not want this and told them to sort me a closer hotel in the centre, they said could not do this and the new hotel was the closest they could do, meaning we would have to change all our plans as we had made plans around this hotel. Their next suggestion was for us to find our own accommodation and they would refund the upgrade I paid for and the hotel portion of the trip, and that I would be refunded within 10-14 working days. It has now been 5 months. I have tried to contact them but have had no luck and now I am taking them to small claims court as I am owed over £200 which I will be getting. Do not use this company at all costs, stay away from them!

AVOID AT ALL COST
absolutely terrible customer services im been constituently trying to contact them for over 2 weeks regarding a voucher i bought and to discuses a refund as it was within the 14 day window of bein purchased, my first email was dated 31th march and have been chasing them ever since and still awaiting a response and out of pocket as not been able to go anymore due to unforeseen circumstances,

Booked a London theatre trip and hotel stay for our family of 4 only to receive an email on the morning we were due to travel down to London that they had cancelled our booking! We had two very disappointed, upset children who had been waiting to go see Lion King for months. I was told that I'd receive a refund within 7-10 working days. Still waiting for our refund and it's well past that timeframe. I have emailed over and over again chasing the refund and they do not respond! There's no telephone number to call either! They've stolen £399 off us and I will continue to fight to get it back. They are an absolute scam company and my advice is avoid at all costs!!

Great communication from Frannie. Sorted out our hotel upgrade very quickly, with a minimum of fuss and with clear communication.

UPDATE 30th May 2025: Having given the rating above regarding their service when taking your money for an upgrade, I’m now saying how fraudulent this company is! Do not use them or Activity Superstore, and read the other reviews! We had been bought a theatre/hotel break through Activity Superstore, which was outsourced to OMGhotels. They ‘helped’ us upgrade our hotel and promised a hotel voucher 48 hours before the reservation date and theatre tickets 24 hours before. We received the hotel voucher as stated so we booked train tickets to London and were all set to go. Literally, at 22:42 the night before, we got an email saying there was ‘an issue with your chosen hotel’ and did we want to choose from another two choices? We nearly missed the email, and also didn’t have our theatre tickets either. So we rang the hotel in question direct to ask if there was, or had been, a booking made for us. Yes, we were told. There HAD BEEN a booking for us but it had been cancelled two days previously by persons unknown, just in time to take advantage of the 48hr free cancellation window. And they did have rooms available so couldn’t understand why we were being told there was an issue. We asked them to check the reference number of the voucher we had been sent - no record of it whatsoever; the hotel did not have a clue. When we emailed OMGhotels in the morning - the day we were supposed to travel!!! - we declined their offer of the other two hotel choices, not least because we had no theatre tickets(!) and asked why our original hotel, which we’d paid an upgrade for, wasn’t available. They said they didn’t know, they were just an agent, it was hotelbeds.com who sorted the actual bookings. We told them what we’d learned from the hotel about the mysterious cancellation. They refused to take responsibility stating they were just an agent. Did they not want to get to the bottom of it as it was them fronting things? Did they offer reassurance or concern? Did they heck! They just kept saying it wasn’t them, they are just an agent. They refused to comment on the missing theatre tickets, simply stating we could reschedule with some ‘goodwill’ extras. Needless to say, we refused to travel on the day itself with no specific hotel or theatre tickets apparent, and have refused to reschedule as there is no guarantee we won’t be cancelled again at the last minute. We are out of pocket owing to the hotel upgrade and unused train tickets, and feeling very fed up as we were looking forward to what was to have been a 25th anniversary celebration. OMGhotels has also gone very quiet in response to an increasing number of emails demanding our upgrade payment back!

Booked a 2 night mystery break to Yorkshire which we then upgraded and paid an additional £99 on top of the original voucher only to receive an email 24 hours before we were due to travel to say our booking had been cancelled. I contacted the hotel in York where we should have been staying and they said our booking was cancelled with the reason of customer found a better rate !!! Now nobody will answer my emails regarding getting a refund. Total scam company do not book and avoid at all costs !!

I am due to go to my show this evening. Currently I have not heard from yourselves regarding the show, despite emailing several times. First it was a delay in hearing the night before, then by 1pm. No phone number to call and no proper complaints system - ridiculous. This is a gift and it’s just caused stress and extra money.

You respond to reviews on here much quicker than you respond to customer emails so i am hoping you see this and assist. I am due to travel in 48 hours and i am yet to receive my tickets or be made aware of the location of my activity.

I have emailed you four times since January and i am yet to receive a response.

I provided further details to you as requested from you after my previous review yet i did not receive anything back from you after that.

Please get in touch.

Penny was super helpful to me when booking my experience and hotel. She came back quickly to my questions. Thank you Penny

Frannie has been very prompt in returning my emails and answering question and adding an extra night to our booking. Would use again.

Was given a gift voucher as a present worth £84pp, decided to use it for a west end show + dinner voucher. They only tell you the seats for the show less than 24h before the performance, and they sent us the worst possible seats which I can see are worth £24 each if I'd purchased them myself. There are also over 100 seats free left in the theatre available which are better, so they obviously gave us the worst ones on purpose. This means that the food should be worth £60 each which is highly doubtful given it's just one main course each + a brownie + a soft drink, not even alcohol. We complained and asked for better seats and were just told no. Would've been cheaper to just buy this all ourselves.

I received a voucher as a gift and upon coming time to book Penny’s assistance was absolutely fantastic. So helpful adding extra nights and upgrading our hotel. Making this a seamless and effortless experience.

Still not heard from OMGhotels Experience Days they still have my money, i have phoned, emailed and done live chat, please do not use this company.

DO NOT USE THIS COMPANY OR AVTIVITY SUPERSTORE! LOST £685 through them no unable to get hold of anyone. Emails being ignored for weeks, no phone number to contact..... horrendous company and service.