Vegas Hotel

I found bed bugs in my room at Hotel Vegas in Victoria, London, managed by OYO, on 30th October, just before bed. The receptionist confirmed there was no alternative room, so I had to leave late at night and walk around looking for somewhere else. It completely disrupted my trip. The receptionist and an OYO customer service representative both promised a full refund for my two booked nights. But it’s now 19th November, and despite following up several times, I still haven’t received it. On one call, I was told that nothing of that sort happened and there were no bed bugs, even though I have video evidence of the insects in the room. The denial and lack of accountability are extremely unprofessional. I’ve been more than patient, and guests deserve honesty, hygiene, and basic customer service. I didn’t get any of those. I expect OYO/Hotel Vegas to issue the refund they promised over three weeks ago. Until they do, I can’t recommend this hotel.

For £80 in central London, you get a dirt cheap place, so some people reviewing it may need to temper their expectations. The rooms are tiny, there was mold, and the bed wasn’t comfortable. I was in room 1, off the atrium at the back. You have to keep the windows open to get air, but people kept smoking in the atrium just outside, so smoke came into the room. The hotel could ban smoking there, or make room 1 a room for smokers.

I only stayed one night, and thought the three-star customer review would be fine. Big mistake. To me, this is a flat split into bedrooms, not a proper hotel. My room was small and the facilities very old. You had to walk through the bathroom to reach the bedroom, which smelled of the toilet, and there was little soundproofing. I could clearly hear people walking in the room above. There were other problems too: the TV was only 19 inches, the website said check-in was at 2pm but in reality it was 3pm, and the receptionist was impatient and quite rude, though the younger night-shift staff member was much nicer. The swipe card didn’t work, so we had to go up and down from the 2nd floor. Even after reprogramming it, the card still failed, which showed how old the facilities were.

I stayed five days with a friend, and it was more than enough for a good value stay. It’s not a five-star hotel, but the location is excellent, on a quiet street about ten minutes from Victoria Station. You can walk to Buckingham Palace and other sights if you enjoy walking. There are pubs and restaurants nearby with good food at fair prices, much better than the overpriced tourist spots. There’s no dining room, but having tea, coffee, milk, and a kettle in the room was a nice touch. The receptionist was absolutely lovely and very helpful. I’d definitely stay again. Just note there’s no lift, only stairs.