Review of BookOnline: Don't use!
Thumbnail of user tammym71
California
2 reviews
3 helpful votes
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May 18th, 2022

I try to book directly with the hotel and their website had me thinking I was. I made an error on my dates and immediately contacted them to fix the mistake. They were argumentative. I insisted on speaking to a supervisor and was placed on hold and eventually hung up on. I called right back and had the very same experience! There is no customer service here! I would never use them!

Tip for consumers:
Don't do it!

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None!

Service
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Date of experience: May 18, 2022

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Overview

BookOnline has a rating of 4.6 stars from 4,600 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

Positive reviews (last 12 months): 87.4%
Positive
1,091
Neutral
10
Negative
147
View ratings trends
40
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How would you rate BookOnline?
Top Positive Review

“Came to the rescue!”

Teri S.
10/2/24

My husband made a reservation months ago, but had issues when he arrived. They only had $1,200 a night suites available. While my husband was at registration trying to reserve a cheaper room, I called and spoke with Vanessa. She was able to book him a reservation for 3 nights at the Cosmopolitan. My hubby was able to walk over and check in immediately. After a long flight, finding a reasonably priced room was a relief.

Date of experience: 9/22/24
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Top Critical Review

“IT SHOULD BE A ZERO Star - DO NOT USE THIS WEBSITE - IT'S A FAKE!”

Chris S.
10/25/24

I mistakenly booked a hotel room on this website and paid in full at the time of booking. When I checked out of the hotel 3 nights later I was told that my payment had not been received and that I needed to pay for my stay with another credit card. I have filed a complaint with the Better Business Bureau.

Date of experience: 10/15/24
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Reviews (4,600)

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Reviews that mention popular keywords

customer service (507) front desk (42) reservation process (29) credit card (65) booking process (20) booking agent (30) hotel room (62)
Thumbnail of user litaf7
Illinois
1 review
0 helpful votes
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May 30th, 2024
Verified purchase

Attentive, patient, clear, attention to detail Representative was helpful and informative and was very clear in his explanation of the type of room and it's location. He was polite, well spoken and friendly. Hopefully our hotel experience will be as good as promised. Representative was convincing that it will be a good experience and that the hotel is nice.

Date of experience: May 20, 2024

Thumbnail of user rihardsp
Connecticut
1 review
0 helpful votes
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July 28th, 2024
Verified purchase

Very good service and person who helped me with booking he is the best

Date of experience: July 18, 2024

Thumbnail of user savannahr113
New York
1 review
0 helpful votes
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June 25th, 2024
Verified purchase

Thanks Mark, for being so prompt and helping my family out. I have 3 kids and we were stressed that our original booking didn't work out.

Date of experience: June 15, 2024

Thumbnail of user warrens400
California
1 review
0 helpful votes
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May 31st, 2024
Verified purchase

I couldn't book a room on line at my preferred hotel so I called their reservation number. The agent confirmed there were no rooms available at the first hotel and was able to find a room at a nearby hotel. He was friendly and patient and efficient.

Date of experience: May 21, 2024

Thumbnail of user zaran12
California
1 review
0 helpful votes
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July 23rd, 2024
Verified purchase

Thank you Carlos for accommodating us last minute for a booking and special request!

Date of experience: July 13, 2024

Thumbnail of user timb1907
Tennessee
1 review
0 helpful votes
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June 26th, 2024
Verified purchase

Carlos made booking our rooms for ourselves, my mom, and granddaughter effortlessly. Made us feel at peace.

Date of experience: June 16, 2024

Thumbnail of user kshitijs9
Colorado
1 review
0 helpful votes
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July 22nd, 2024
Verified purchase

Naomi was great and thorough with our request and helped us a lot.

Date of experience: July 12, 2024

Thumbnail of user charlesb3872
California
1 review
0 helpful votes
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July 23rd, 2024
Verified purchase

Julie was absolutely great to work with, she is a great asset to your company!

Date of experience: July 13, 2024

Thumbnail of user anital435
Pennsylvania
1 review
0 helpful votes
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May 28th, 2024
Verified purchase

Sharmin told a lie about my beauty gift box… she said they would give it to me at the hotel.the hotel had no clue what I was talking about. So I called reservations back and talk to a male guy. He hung up on me and didn't call back…. So I want to know why I was told a lie and where is my beauty gift box

Date of experience: May 18, 2024

Thumbnail of user sk798
Colorado
1 review
0 helpful votes
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June 28th, 2024
Verified purchase

Emily explained everything, got us what we needed (no pets allowed hotel) at a decent price, precisely where we needed to be

Date of experience: June 18, 2024

Thumbnail of user lesliem1245
Texas
1 review
0 helpful votes
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June 30th, 2024
Verified purchase

I was having a hard time understanding the room description, she was so patient at explaining until I got it.

Date of experience: June 20, 2024

Thumbnail of user melindaw343
Georgia
1 review
0 helpful votes
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July 7th, 2024
Verified purchase

Chrislyn was very easy to talk to regarding my upcoming visit. She was very courteous and answered my questions satisfactorily.

Date of experience: June 27, 2024

Thumbnail of user wandak216
Wyoming
1 review
0 helpful votes
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July 1st, 2024
Verified purchase

Carlos did a great job and really listened to what I was saying. He was a great help and has us set up in mo time at all.

Date of experience: June 21, 2024

Thumbnail of user cathya405
Illinois
1 review
0 helpful votes
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July 22nd, 2024
Verified purchase

She was so nice and helped me very much, I'm not a computer person and she helped me out very much

Date of experience: July 12, 2024

Thumbnail of user vicg48
New York
1 review
0 helpful votes
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June 22nd, 2024
Verified purchase

Tell me about the menu at the casino which helped knowing where and what to eat so thank you very much.

Date of experience: June 12, 2024

Thumbnail of user wendym1519
New York
1 review
0 helpful votes
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May 28th, 2024
Verified purchase

I couldn't find a room available online. The attendant that I spoke with went out of her way to find us a room. She also offered discounts that saved us money. I am appreciative for great customer service.

Date of experience: May 18, 2024

Thumbnail of user maryloub58
Mississippi
1 review
0 helpful votes
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June 1st, 2024

I was looking for a hotel room in Mississippi. Going down the list I found a room that looked good so I booked it. I quickly realized the hotel was not in Mississippi it was in Maryland! I immediately tried to cancel the booking but kept being sent to a different website asking me what event had been canceled to facilitate the cancelation. I then tried to call a 800 number connected to the website but could not get through to anyone. I am now out $372.00!

Date of experience: May 22, 2024

Thumbnail of user paulb5502
South Carolina
1 review
0 helpful votes
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July 21st, 2024
Verified purchase

Fast and easy reservation. Short wait time on phone

Date of experience: July 11, 2024

Thumbnail of user charlottem904
Kentucky
1 review
0 helpful votes
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June 20th, 2024
Verified purchase

My phone was not responding to some of the prompts and he was very patient with me. Did a super job!

Date of experience: June 10, 2024

Thumbnail of user daveb2057
Australia
1 review
0 helpful votes
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June 15th, 2024
Verified purchase

I never recieved my reciept. I've called several times requesting but still nothing. Please send me a reciept to *******@bacardi.com. Confirmation #*******
H*******

Date of experience: June 5, 2024

Thumbnail of user starleth1
New York
1 review
0 helpful votes
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May 19th, 2024
Verified purchase

I cannot thank Alex enough for the amazing help he provided me in booking my room. He was extremely knowledgeable about the different options available and took the time to explain all the details to me. He was also very patient and accommodating, answering all of my questions and ensuring that I found the perfect room for my needs. Thanks to Alex, the booking process was smooth and stress-free. I highly recommend working with Alex for your accommodation needs - you won't be disappointed!

Date of experience: May 9, 2024

Thumbnail of user francesf458
Delaware
1 review
0 helpful votes
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July 19th, 2024
Verified purchase

Polite and patient with me. Helpful in verifying the rate and presents to me!

Date of experience: July 9, 2024

Thumbnail of user jeffreyz294
Jeffrey Z.
California
1 review
0 helpful votes
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July 12th, 2024
Verified purchase

Hugo did a fine job. He was courteous and made sure we got what we wanted.

Date of experience: July 2, 2024

Thumbnail of user margaretb2462
Pennsylvania
1 review
0 helpful votes
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July 19th, 2024
Verified purchase

Agent was professional and process was very swift and easy.

Date of experience: July 9, 2024

Thumbnail of user garyg1940
South Carolina
1 review
0 helpful votes
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May 16th, 2024
Verified purchase

I don't travel a lot, so booking hotel rooms seems pretty complicated these days. Alberto was pleasant and patient in explaining all the high fees associated with just booking a room. I appreciate his understanding and humor in assisting me in this process.

Date of experience: May 6, 2024

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From the business

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.

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