OYO The Townhouse

We liked the hosts and the customer service. But our room was far too hot, even with a fan, and the heat affected my asthma. A walk-in shower would have worked much better than the tin bath, as I have mobility issues. Breakfast was a small, basic cooked meal with no choices. On the way to the hotel, we were told at the last minute that a gas problem meant the included dinner wouldn't be available. We were nearly there, so it was too late to rebook, and we had to walk into town and spend another £50 on dinner. I wish they'd let us know earlier.

The OYO is in an amazing location in Durham, but locals told us it had been shut for over two months. We had to find somewhere else to stay. They're still taking bookings, and although the lights are on, nobody's there. Please check before travelling halfway across the globe for a place you won't be able to stay.

After a five-hour drive, we found the hotel closed for business. The company had taken my money 48 hours earlier and hadn't told me anything about the closure. Almost a week later I'm still waiting for a refund, with no compensation offered. My daughter and I had to pay nearly twice as much for another room that night. The hotel is still listed on both Booking.com and the OYO website. Don't trust OYO. The customer service was awful. At the very least, call your hotel before setting off to make sure it's still open.

The hotel had closed two months before I arrived, but Booking.com still knowingly let it take my money and is still allowing communication with me. I'm pursuing Booking.com for a refund. Totally diabolical.