OYO — Pending refund

When I arrived at the OYO Regency Bristol on April 2nd they said the room had been double booked and my booking had been cancelled.

I never received an email about this cancellation, and instead continued to receive updates about my upcoming reservation on March 31st and April 1st when I was en route to the hostel.

Payment for this reservation of £105.57 was taken from my account on March 22nd.

OYO have said they cannot issue the refund as I booked through Hotels.com (owned by Expedia).

Hotels.com cannot process the refund until OYO confirm I did not stay at their property as they had cancelled my booking but did not inform me.

The receptionist at OYO Regency Bristol did not help me and suggested I find another hotel in the city myself - I spent my afternoon finding walking around to find alternative accommodation instead of enjoying my trip. I also had to spend another £140 on a different hotel, despite already being £105.57 out of pocket.

I could not find a contact number for Hotels.com but have spoken to 7 different Virtual Agents via the app but am not getting anywhere.

Hotels.com emailed me saying they have attempted to contact OYO Regency Bristol multiple times but have not been successful, even though I gave them the direct number for reception. They’ve suggested I contact OYO directly, but I have already tried this and have been told OYO cannot process my refund as Hotels.com deal with payments.

I’ve reached a dead end at both OYO and Hotels.com. I've attached evidence from OYO Bristol that they cancelled my booking not me. I feel that due to the error being on their part, and the fact this ruined my trip and cost me even more time and money, that OYO should refund me.

I've attached evidence from OYO that they cancelled my booking.