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I booked this reservation thinking I was booking it through the hotel's website. Upon realizing the rates I was paying were much higher than the hotel's actual rates and that I needed to make an adjustment to the dates, I cancelled this within 48 hours of booking. The policy said the cancellation and refund was subject to the hotel's cancellation policy. They refused to issue any refund for a booking that is 5 months out. This is a horrible business practice and very misleading to the customer. The confirmation itself says "Free Cancellation" which seems synonymous with a refundable reservation. I have never had such an unpleasant experience and will never use this again.
Date of experience: June 14, 2022
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BookOnline has a rating of 4.6 stars from 4,661 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with BookOnline most frequently mention customer service, great job, and hotel room. BookOnline ranks 4th among Hotels sites.
Proactively asks for customer feedback
This company responds to reviews on average within 2 days
We tried booking at a Toronto hotel but there was no availability Joyce, in Reservations at the Canopy Hotel, was a terrific help. She checked throughout other establishments until we found what we were looking for. She saved us time, and was most pleasant and helpful! Thanks Joyce. Bruce and Susan McKie
1 star only because they dont allow negative stars. This company is operating with misleading and deceptive practices which are illegal in Australia. The only way to stop or limit there scam behaviour is to warn people. I made a booking with Bookonlie.com not realising they were an american website. They charged american $ for a booking in Australia for an Australian hotel. They also charged over $50 aus for insurance which I did not select. When I call and complained they chose to cancel my booking. I DID NOT ASK FOR THE BOOKING TO BE CANCELLED> So now i have lost over $600 and have no accomodation. Numerous calls to - yes you guessed it a Phillipino call centre - i have had no help. They tell me someone will call me back but it has now been over 2 weeks. The last call centre person tried to assure me they were a highly professional internal company. MMM you would wonder if this was correct why they would need to steal from people.
She was wonderful and answering every one of my questions
Date of experience: April 19, 2024
She found me a place to stay that I could afford quickly and with a great personality and attitude.
Date of experience: April 11, 2024
My experience was very helpful! I feel better now since I have a place to stay after the tornado!
Date of experience: April 21, 2023
Nadine was very nice and helpful. Booked the room in just a few minutes and boom we were there.
Date of experience: March 24, 2023
I booked a room in Cottage Grove, OREGON. I expect a full refund for the room in MN. I do not need a room in MN.
Products used:
Hotel
* BookOnline attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: May 17, 2023
I asked about a hotel and he referred me to a cheaper one which was very nice of him
Date of experience: July 24, 2023
Claudia took my reservation and was patient with me very helpful awesome to talk to thank u so much
Date of experience: July 26, 2023
Very good
She found me a room when I thought there were none left. So she worked her magic.
Date of experience: July 26, 2023
So sweet and patient! So nice we wanted her to go on the cruise with us old ladies! Lol
Date of experience: June 4, 2023
I needed a room and Santiago was very helpful in finding one in our budget close to the venue.
Date of experience: June 13, 2023
Ivory was so very sweet and made me laugh. She is great at her job, and you can tell.
Date of experience: August 28, 2023
She did her job great and very helpful! It's always good to speak to someone instead of a robot!
Date of experience: May 10, 2023
She was very sweet & helpful! My confirmation is all set and I look forward to my stay.
Date of experience: January 22, 2024
Amanda was excellent assistant. She helped me to get to the proper phone number.
Date of experience: April 8, 2024
Very upset with the $100 charge for pets. Staying at a vrbo instead.
Date of experience: April 19, 2024
Excellent helper to make reservations! Senior and military help.
Date of experience: April 19, 2024
Great job booking last minute. Very helpful and assured I got confirmation before hanging up
Date of experience: April 18, 2024
Lauren was very kind and efficient! She told me my options and explained everything
Date of experience: April 6, 2024
Very helpful and professional answered all my questions. Excellent service.
Date of experience: April 18, 2024
I booked a room on March 8th aroun 5:00 pm for March 17th. When I received the confirmation the date was for the 8th. I forgot to change the date. Within 20 min I contacted the company to change the date. 1st caller said they couldn't because it was prepaid and I would have to get authorization from the property manager. Contacted property, they said this company does this a lot and the property can't change the date and they tried. Property Mgr gave me his name and said he would authorize the change if they would call. I called Booking (different person) said they could not do it because of cancelation policy. Asked for supervisor and was put in hold for over 25 minutes only for them to tell me they would give the message to the supervisor. I even sent an email, filed a report. Exchanged a few emails with the same statement "because of cancelation policy they couldn't refund $$ or change the date. I just wanted the date changed.
I added one of 3 responses that I received from different customer service.
Went to Hotel.com, free cancellation.
Tip for consumers:
Their policy before booking and not after the fact.
Products used:
Hotel.com
Date of experience: March 10, 2022
BookOnline is an independent travel network with access to rooms in thousands of hotels and approximately 200 countries worldwide. Our goal is to help you find the best value in travel accommodations online for destinations around the world. We offer locations in over 200 countries as well as thousands of great properties here in the United States of America.
BookOnline is focused on bringing our customers the most current and relevant results for their hotel needs. We do this by investing in technology and systems to create a better buying process in a secure environment. We have developed an intuitive web design for multiple devices that hopefully aid in your ability to find the information you need and book the property at your convenience. This technology also allows us to create dynamic results for our advertising, allowing us to show you the most relevant results for your search.
The end result is you find the property you are looking for with a minimal number of clicks and zoom right through into the checkout on your phone, tablet, or computer. Enjoy Book Online and all that we offer. We hope to add to our list of growing happy customers.
