OMGhotels Arvostelua 1 086

We were gifted a voucher from Activity Superstore for Christmas, which when we've gone to redeem we've been told it was already redeemed by OMGHotels in January (and they've provided the date and time of the redemption) as "we'd filled out the booking form". Prior to this e-mail from Activity Superstore we'd never heard of OMGHotels, and certainly not completed the form to book as we hadn't even decided on a date until early March. I've emailed multiple times over the last few weeks and had no response, likewise via their live chat. This morning I e-mailed any e-mail address for OMGHotels that I could find and got an automated response saying that they're closed for the Christmas break and will reopen on 6th January (it's currently the 20th March).

Interestingly, Companies House shows a change of directorship around the time our voucher was fraudulently redeemed by the company and so we're wondering if this has anything to do with it.

We will keep attempting to contact the company but will recommend that the person who bought us the voucher do a chargeback via their bank to get their money back.

Do not engage with this company at all. We had a voucher, they booked the hotel and upon arrival it was an absolute dump. Better yet no contact number, just an email that you may get a reply from 3 days later - really useful when you're in the hotel for one night and want them to move you elsewhere. Absolute scam, still not had a reply from them 4 months later. Stay away!

This is a SCAM company and shouldn't be operating. They will cancel 24 hours before you are due to go to your event/hotel saying unfortunately there's been an error. Then completely blank you afterwards.

I booked a night stay in London with a show of my choice. This was booked before Christmas for a present for my mum. I had booked this with Wowcher, and because this was my first time booking with Wowcher I didn’t know redeemed vouchers were non-refundable. I had some financial problems with university and I begged them to cancel and refund me with lots and of notice. I explained the situation and they showed no sympathy whatsoever. I prioritised this payment as it was paid through Klarna and had emailed so say this was all sorted and I would go through with the booking. I had little to no response when I asked to change the date and show (which they said was possible with a fee of £30 which I was willing to pay) I emailed numerous times to try and change the booking but no response. If there was any response they would agree to changing it but after that the was nothing. I demanded a refund as the only time they got in contact properly was THE DAY BEFORE the original date and booking which I told them I couldn’t go. They have refused a refund once again. I never got to go to London and surprise my mum and this whole situation has took a serious toll on my mental health as this company is still forcing me to pay the £200 I don’t have on top of university rent and bills. This company doesn’t care about its customers, just the money they give to them. I have seen lots of complaints about this company and I am not surprised why. I have tried my best to communicate with this company but they just want to take the money off of me when I never went. I will be taking this further from today.

I'm leaving this review to warn other potential customers about my deeply disappointing experience with OMGHotels.
I purchased a Cadbury World experience with hotel stay as a Christmas gift for my children through Activity Superstore.
Less than 24 hours before our scheduled visit, OMGhotels informed us there was an 'error' with our attraction tickets.
They offered inadequate solutions: keep the hotel without the main attraction, or reschedule with a mere £60 voucher as compensation.
Despite choosing to reschedule and requesting April 4th, 2025, my multiple follow-up emails over 2+ months were ignored.
I never received the promised £60 voucher.
This was a Christmas present for my children who were devastated when I had to tell them their gift was cancelled with just 24 hours notice.
We wasted annual leave, had to rearrange family schedules, and experienced significant emotional disappointment.
BEWARE: Activity Superstore outsources to OMGhotels without clearly disclosing this relationship.
Always check with Activity Superstore whether your booking will be handled by OMGhotels before purchasing.
After 3 months and 3 phone calls (costing 7p per minute plus standard network charges), Activity Superstore finally offered a refund. By this point, the damage and inconvenience had already been done. I was just glad to be done with both companies.
Based on this experience, I strongly advise against using OMGHotels for special occasions or family gifts. The lack of communication, responsibility, and customer service makes them unreliable choices for important events.

We bought a Groupon voucher with hotel and tickets for Cadbury World. Toe room was sold as a superior family room in a 4* hotel. We were assigned the Leonardo Hotel in Birmingham which does not have family rooms. We were given a room with two double beds and barely any space to walk around. Only two bedside tables and 2 lamps. Only two water bottles and one towel. That was not a family room, let alone a superior one. The hotel policy states those rooms are for 3 people only.

Only giving 1 star as cannot give none. Beware of this company - many others have also said this and I do not expect them to respond but they are dreadful.
We were given a voucher for a hotel stay and theatre trip for our 25th wedding anniversary. Booking was fine but we did upgrade the hotel at a cost of £70 for a better location.
Literally on the train on the way to London for our stay we received an email saying there was a problem with our hotel but they would upgrade us to a 5 * hotel and provide us with a voucher worth £100 within 2 days.
As we had been booked into a 5* hotel this was not an upgrade. We did not get a queen bed as we had booked and the location was not so good so we spent ages and pounds on tubes. That would all have been fine but the voucher of course has not materialised.
I've emailed on 3 occasions as this is the only contact way - all phone numbers are invalid. The emails have been read but there has been absolutely no response and no voucher.
Do not trust this company. They do not keep to their word.

Really helped with a re location of our booked hotel, great customer service

OMG hotels have still not responded to me despite sending reworded letter which they refused to accept(according to post office tracking). Resent letter normal post gave them 2 weeks, still no response. In the meantime they requested further clarification through Trustpilot which I sent ,
Voucher number, activation number, and still no response. I am not giving up as a matter of principle, next step is court.
I also note that they respond on here to the positive reviews…..
Update: increased rating to 3 stars due to at last receiving a positive response.
I was advised that all my attempted contact had gone into their junk mail folder. That was rectified and have very quickly been booked in for my London experience.
Thank you to Frannie for her help.

I don't rate this company as giving good customer service. In fact it is very poor.
Having a gift from Activity Superstore meant we had to go with OMG hotels to purchase a theatre and meal so no choice of third party provider. You cannot speak to anyone and communication is only via emails which can take 3 to 5 days to reply. (Unhelpful). You give 3 dates in the hope you get a choice. In our case it was unavailable. Then you go back and forth waiting another few days for a reply. It's ok if you book 3 plus months ahead. Then when you finally get your voucher and tickets they only arrive the day before the trip. Again Unhelpful if you're booking transport eg trains.
Our last complaint is that unfortunately we turned up at the wrong restaurant which didn't accept our voucher despite it being the closest to the theatre. Ours was further away. Admittedly our fault but when contacting OMG the tone of their email was passive aggressive with no sympathy or support. I would hope never to use this company again. Extremely poor customer service. Recommend you just book your trip direct with theatre and restaurant. You don't save any money. Honestly!!!

Our show & hotel got cancelled as we were on our way to London. 3 months later and still no refund as promised.
AVOID. Very disappointed

I like so many others have unfortunately been left in a terrible position. At 23:00hrs the day before my scheduled trip, which included a nights stay in London for 2 and 2 theatre tickets was cancelled due to an “IT issue”.

Alternative dates were offered but plans to attend had already been made meaning I’ve had to fork out on new accommodation and make a last ditch effort tomorrow to obtain tickets for the show. Please, please, please avoid using this company! I booked the voucher via Wowcher a reputable source and have been left picking up the pieces!

Appalling merchant. Booked a hotel and theatre experience, the hotel was cancelled the first time round without telling us and took days to get any response from them. They rebooked the experience as they had fault their end.
Due to go on the theatre experience with hotel again on Friday and yet again the hotel is cancelled and no tickets! Appalling to answer any emails...can't get them on live chat and they don't answer Facebook messages. Trying to get a refund! Stay clear big red flag company!

Great customer service and a very good response time to emails. Very helpful thank you!

We had received vouchers for a theatre show and hotel stay in London. The evening before we were due to travel OMG Hotels contacted us to claim they had booked the wrong theatre dates - which looking at other reviews seems to be standard practice for them.
We had already booked non refundable train tickets so were not pleased. Ultimately OMG Hotels agreed to cover the cost of train tickets so we wouldn’t be out of pocket however over a month later this is not forthcoming and the company have ignored all of our attempts at communications.

This companies business practices are extremely underhand and should be avoided at all costs.

I proceeded to book it with the provider OMGhtoels as instructed. At which point they told me the voucher had been used (it hadn't, another customer used my code on accident). They then apologised and sent confirmation of booking (October 2024) Once the day arrived. I had not yet recieved the vouchers which are stipulated to allow me to do it. I then shelled out £300 for booking my own stuff. They apologised and said it was booked for the wrong day and offered refund or extras for free(free meal etc) and chance to rebook within a year. I sent an email in late december looking to book for February. I have not had a response from them and have since requested a refund of the voucher. NO RESPONSE. I then contact virgin experience days and they said they need confirmation of refund from OMG. But not experience days are not reponding. This has been going on for months.

Excellent first class service. Great communication.Highly recommended
Thank you Frannie
I have to add to this yes the service is excellent when they are taking your money but fail miserably when actually supplying what you paid for. Our restaurant experience and 3 nights hotel stay was cancelled last minute by them.
Rebooked for the 20/05 but have not had any reply’s from them.Ive sent them over 20’emails
Asking them to confirm the booking.DO NOT USE THIS COMPANY. I am sending all emails receipts and correspondence to Barclay cards fraud department fraud department.

Booked a night in Manchester with a meal £167 (to meet my daughter at university) but didn't receive confirmation. OMG did not reply to any of my emails. I contacted the hotel direct who said the stay had been cancelled. I have since emailed numerous times but nobody has responded. Called any number I could find on Google but non of them work. Nobody ever responds on 'chat'. I posted a complaint to the registered address (recorded delivery) who returned letter as 'company no longer at this address' although this is the registered address on the website and companies house. They are very clever in not letting you contact them. Absolutely disgraceful company. It has happened to a lot of people not just me - PLEASE AVOID AT ALL COSTS. I will be taking my complaint further

Frannie always appeared courteous and accommodating. Lots of emails were exchanged and replies were often prompt and friendly.
Now to sit back and count the days to our 2 night break away 🤗