Vegas Hotel

The service was top-notch and the location was perfect, so I'd consider coming back. But the carpet was extremely dusty and smelled bad enough that I couldn't stay any longer. It also triggered an allergic reaction. I'd return if they could offer me a cleaner room without carpet.

I was promised a full refund for the two nights I had booked, but as of 19th November, nothing had been paid back despite several follow-ups. This was after the receptionist and an OYO customer service representative both assured me the refund would be issued. On one call, I was even told that “nothing of that sort happened” and there were “no bed bugs” at the property, though I have video showing the insects in my room. I stayed at Hotel Vegas in Victoria, London, managed by OYO, on 30th October. Just before bed I found bed bugs and immediately told reception. They confirmed there wasn't another room for me, so I had to leave late at night and search on foot for somewhere else. It completely disrupted my trip. I've been more than patient, but the denial and lack of accountability are extremely unprofessional. Guests deserve honesty, hygiene, and basic customer service, and I received none of those. I expect OYO/Hotel Vegas to process the refund they promised over three weeks ago. Until that happens, I can't recommend this hotel.

For the price, it was hard to complain too much, and the check-in staff were nice. Our room was clean and had no real issues apart from a very uncomfortable bed. The whole building and room smelled like a train toilet, though, maybe because of a plumbing problem.

I thought the three-star customer rating might be okay since I was only staying one night. Big mistake. In my view this is a flat divided into bedrooms, not a proper hotel. My room was small, the facilities very old, and there's no apparent soundproofing. I could clearly hear people walking in the room above. The worst layout issue was that I had to pass through the bathroom to get to the bedroom, which left the bedroom smelling of toilet. There were smaller problems too. The TV was only 19 inches, and the website said check-in was at 2pm but in reality it was 3pm. The receptionist was impatient, even rude, though the younger person on the night shift was much nicer. My door swipe card didn't work, so I had to run up and down from the second floor. It still failed after they reprogrammed it, which really showed how old the facilities were.