OYO started its journey in January 2013 under the vision of Ritesh Agarwal to improve the hospitality and hotel business. In 2016, OYO brought the concept of early check-in called sunrise check-in at 6 am, and also recently rolled out OYO Captain, a personalised concierge service in the budget hotel category. It expanded its presence to more than 22 cities in India so that customer can set OYO as their preference, no matter which city they travel to. OYO introduced the new concept of short-term homestays, a model similar to Airbnb and has its presence in more than 10 cities under this segment like Udaipur, Goa and Shimla that attract innumerable tourists.

OYO has been constantly keeping a check on customer needs and preferences by gathering insights and feedback from the customers. Customers feel their opinion heard when they see OYO making changes accordingly. Customers have the privilege of getting easy hotel bookings on arrival as well and do not have to preplan. Most of the customers have been recorded to book hotels either just before arrival or on arrival by the Data Science Team of OYO. Data Science team has been working mainly on segmenting its customers, identifying their needs, How OYO can cater their needs and finally why customers will prefer OYO over its competitors. This has helped OYO create a customer-centric image amongst its customers and has also succeeded in gaining their trust.

OYO has been working hard on gaining customer attention through various strategies like it has not only expanded to every corner of the nation but it's marketed itself well by big hoardings with OYO trademark placed almost on every partner hotel, making its presence and market share felt very well. Providing services like complimentary breakfasts, early check-ins, free quality toiletry kits and discount coupons to new customers have not only maintained its existing customer base but gathered new customers as well. Easy cancellation and on arrival bookings on mobile app access is also contributing to winning customers for OYO.