BookOnline

Great customer service she explained everything very clearly was able to take time to look for my rewards number and add it to my reservation sent me the information by email and sent me by text the rest of information need for the day of my stay

Christian was very helpful in explaining the rates and what was included in the room rental. He recommended the cancellation refund policy which I wanted. He answered all my questions and was very careful in verifying all my information. He was very polite and respectful.

Laurie recited her speech too quickly and charged me for a reservation protection that i clearly stated i did not want. Called several times Monday regarded getting a refund and Laurie being one of the one's that answered the call refused to listen to me and said i needed to call another number and hung up on me. Fortunately i got Brett when i called back and he did a fantastic job getting me my refund within a couple minutes.

Jesmae made many mistakes while taking my reservation...too many to list here. Suffice to say she booked me at the wrong hotel even though she repeated my reservation request back to me several times. It wasn't just the wrong property of the chain... it was a completely different hotel chain. When I saw the confirmation texted to me, we were still on the phone and I told her it was incorrect. She claimed the hotel chains were partners! I knew to hang up and call back to get it straightened out. She had no idea what she was doing. It took many calls before reaching a representative who helped. Good news is that I was emailed this morning that I will get a full refund because of agent error. I thank them for that.

Absolutely terrible! Tracy Pearl booked me at the wrong hotel in the wrong state. I wanted to be booked at the Fairfield Inn & Suites Carlsbad San Diego, CA and not New Mexico. Can you or someone please contact me to fix this so that I can reimbursed. Confirmation number *******

My daughter was evacuating Florida due to hurricane and I booked this hotel for her to have a place to stay. I wasn't sure if she was going to be able to make it to the hotel but the agent Lauren ASSURED me that as long as I called by 3pm on the day of check, I could cancel the reservation if I needed to do so. By 1:00 that day I realized my daughter was not going to make it there and called to cancel to room. To my surprise I was told that the room could not be canceled and they would still be charging my card for $245.00 after the agent told me I could cancel up to 3pm that day. The only thing they would offer was to send an escalation email to reservation services requesting they refund my money. I have yet to hear anything back from anyone!

Telephone operators are just inflexible and parrot themselves over and over instead of reaching out for additional help. All cheap rooms and deals taken, was there only 1 room discounted?
*Information redacted by admin

I recently used this site to book 3 nights stay at the Berkeley Hotel in Asbury Park New Jersey. I was repeatedly lied to about the ridiculous fees that I was charged, I was told I was speaking to the Berkeley Hotel front desk, which I was not, and I was told I would be able to cancel the reservation with 24 hours notice, which was also untrue. Due to this booking agency, I was charged over $5000 for three nights stay in a mediocre hotel. Avoid using this site at all costs.

Lied about pricing and sent to wrong motel and not just once second person did the same lies lies awful never again will deal with this service. Awful

I spoke with Alexandra, as she was very pleasant as well as professional. She answered all my questions and advised I would receive a follow up email regarding room rates.

Our call with Grace was amazing. She was very helpful and worked to give us the best deal possible and meet all of our reservation and check out needs.

It was a very pleasant experience booking with Lauren. You don't often come across someone who makes you feel like you want to buy the hotel. We need a lot more agents like Lauren. Thank you Lauren.

I feel cheated. I was very explicit that I wanted a "refundable" reservation. Julio Cesar said yes, yes. And now I see the "non refundable" reserve. I want to sue you.
Experience: the worst

I was looking for a reservation on Saturday night late and I failed to be able to do it online. The young lady who took care of me on the central reservation line, Regina,was outstanding. She did a fantastic job was polite calmed me down and she is deserving of all praise she can get.

After trouble on website (every time I clicked on book room it said "sorry, that room was just booked"), I called.

The agent was very competent, easy to work with, got me in the room I wanted.

Kaliyah was extremely helpful … spending time answering all my questions and searching for the rest rooms. He is an asset to the Hilton team.
Gail Murray

Ebony was very patient and helpful with our reservation. I had difficulty with my corporate card and she helped me walk through the process and complete the booking with grace and patience!

We were stuck in Houston for two nights with our dog and no where to stay Jason worked tirelessly and found us a room near the airport where we were able to check in at 10
Am!'

Jarvis was super helpful! He was so patient trying to find the best solution for me. I almost didn't book with Marriott and he was so efficient that he managed to convince me to book. I'm grateful because I was in a bind and needed this room for work purposes. Super grateful for Jarvis. Thank you!

Very professional, explained everything to me very clearly and was really nice. Reservation was fast and got the best price available. Thank you so much Giselle Enedina

Unfortunately, the hotel didn't honor our reservation even though I had the confirmation text. They were greedy and gave our room to someone else. Very poor public relations on their part.

I booked 1 room for 3 at a motel at $74.00 a night and was charged $689.39 and $289.00 was taxes and fees on there website. I was ask If I wanted to pay for refund protection and opt. Out, charged anyways. I then need to change the dates and contacted them about changing them. After 3 days trying even with help from motel someone finally called. This was 9/29/2024. I was then told they would refund me the origanal amount in 10 days or less,and needed to pay for the new dates at another $300.00 and told person on phone no for this protecton plan again and was charged again. I have contacted this company at least 20 times now about this refund and get the same thing. Your reguest is approved and will see back on your the card I used. Nothing yet now 15 days. Keep contacting them again and once again I will have a supervisor contact you. It is now 26 days. I started looking into this company and finding out this is happening to many people. The BBB has them as 1 star and F Rating. All reviews online also show theses refunds not getting refunded. I now have reported this company to thr FTC for help with this refund. I can only worn people to not use these scammers and book direct to the motel and avoid this scam

The rates advertised for hotels are not honoured and unless you're very careful, you could end up paying £000's more for a room. Disgraceful.