We booked a room with double beds for our family of three, but unfortunately, the check-in experience at OYO Times Square left much to be desired. Upon arrival, we had to wait in a long line for approximately 30–45 minutes, as only one check-in counter was open. The staff member assisting us was polite but came across as somewhat cold and indifferent.
Although the check-in itself was done quickly, it was clear that our reservation details were not properly reviewed—despite booking (and paying for) a room with double beds, we were assigned a room with only one full-size bed. We immediately returned to the lobby to get this corrected, but were told to wait in line again, resulting in another 20-minute delay.
When we finally spoke with the same staff member, she did not offer an apology. Instead, she pointed out that our reservation showed we had "registered" for double beds, but not necessarily "booked" them—this felt like a frustrating and unnecessary technicality, especially since we paid a higher rate for the double beds.
Altogether, it took us about an hour from arrival to finally getting into the correct room. While the location is convenient, the check-in process and the lack of accountability from the staff were disappointing. I hope OYO takes this feedback seriously and improves both their booking accuracy and customer service.
