OYO Townhouse Orlando West

"Claudia and Carlos is amazing. From the time I checked in until the time I checked out, they made sure my stay was pleasant and comfortable. I will definitely recommend to any of my family and friends. I’ll definitely be back to visit again."

"TLDR: horrible customer service. Do not book with Red Roof Inn/OYO. Do you ever want to book a room only to find your reservation has been cancelled and they will not only refuse to give you another room but charge you for the room + a cancellation fee which you then have to spend hours on the phone fighting them about? If so, I highly recommend OYO Townhouse West Orlando!! I will never use this company. I booked a room with them and I was a late check in. I called the customer service number earlier in the day to inform them I'd be arriving after midnight. They said it would not be a problem and my room would be waiting for me. At around 11pm or so on my drive there, I get a text from OYO saying my room has been cancelled and they will charge me a $90 cancellation fee. I thought this must be a misunderstanding so I called them again and explained that I had spoken to someone earlier about my late check in. They said we're sorry sir but this reservation has been cancelled. I said I understand that but it shouldn't have been cancelled in the first place. She kept asking to put me on hold and I refused so I kept her on the line. She then put me on hold ANYWAY and I thought that was completely unacceptable. She came back a few moments later saying they can refund the reservation. I said I don't need a refund, I need a room! We went back and forth but they refused to give me a room and just said I'll be refunded. I said I will accept the refund under one condition and that is that they give me the number of the exact location. She gave me the number and after a quick Google search it brought me to a Red Roof Inn. Apparently OYO is owned by them which I didn't know. I called the number. The attendant said he was very sorry that they cancelled my room. Earlier in the day the daytime attendant made the cancellation for WHATEVER REASON and that now the rooms were full with no availability. I ended up driving an extra hour home. OYO then spammed me with calls the next two weeks trying to get me to take a survey about my experience. I thought I'd write it here for everyone to see instead. They did reimburse me the room fee and the $90 cancellation fee at least but the damage is done. I'm never dealing with Red Roof Inn or OYO ever again."

"I arrived rather late and the front desk attendant was very pleasant and professional. Proceeded to my room on the second floor and the halls were clean and it was easy yo roll my luggage to the room at the end of the hall because thee is no carpet. Creates a much cleaner look. My room was spacious and clean. Bed quite comfortable. Best sleep I have had in a hotel in a long time. Claudia at check out was friendly and professional. I will definite stay again. Staff gets 5 stars."

"I don’t understand the poor reviews, which made me nervous. In my experience, the place is spotlessly clean, front desk was fine, pool area was spotless ( saw them checking the water and cleaning out leaves) and my room was comfortable and clean. No complaints at all. Also, (forgot to add) NO bugs! And Claudia at the front desk is awesome - so are others but not sure of names."

"Booked this place solely based on location, as we were visiting family. We also have pets and the hotel is advertised as pet friendly. Even though we have service animals, we prefer to stay at pet friendly hotels. We arrived, my husband went to check in, as I was watching out the window, what I presumed was the manager AGGRESSIVELY walked out yelling at my husband. He told my husband to leave, and for us to cancel the booking. We booked direct, so he knew doing that it would be impossible for us to receive a refund. The OYO customer service line is just as bad as the manager. They were all asking for documentation for our service animals, and Florida Law states they cannot ask that, only what type of service they provide and if they are a service animal. We would have been happy to provide proof, but my husband couldn’t even make it out to the car before the manager was raging. Do not stay here and I suggest the hotel learns law and limitations before refusing service animals. After 2 minutes of arriving we didn’t feel safe with a manager like Carlos Yeguez running this establishment, as he is just waiting to kick people out before they stay and keep their money. We booked and paid literally 4 hours before we arrived, and they would not refund our money. Please, do not stay here."