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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 4,607 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.
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This company responds to reviews on average within 2 days
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.
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.
Roland was very good at his job. He explained the rooms available and the prices.
Date of experience: May 12, 2024
Excellent booking agent! Helpful and detail-oriented.
Date of experience: May 16, 2024
Found me a hotel with a room when most were booked! Shanell was wonderful and very helpful great personality!
Date of experience: April 19, 2024
Jennifer was extremely helpful! Stuck with me till i got what i needed
Date of experience: May 13, 2024
The representative was very helpful. She listened to my disputes and was very sensitive to my concerns. Again thank you
Date of experience: April 25, 2024
Wonderful. Marriott's website was confusing, going from one page to another. Arielle explained the room rates concisely and wonderfully. More reception personnel should be like Arielle when engaging customers and always.
Date of experience: February 28, 2024
Absolutely horrific customer service
Charged for a room I never stayed in
Hung up on multiple times
He said to call the front desk and I said "they don't answer their phone" he said "figure it out" and hung up on me!
Date of experience: April 1, 2024
Sal was great. Answered all my questions. Very polite.knew answers to all my questions!
Very very polite
Date of experience: April 26, 2024
Cesar did a good job booking the room for my wife. She was stuck on a tarmac waiting to head into Dallas after many delays and he was able to get her into a warm room for the night. He was pleasant and sympathetic to our plight.
Date of experience: March 7, 2024
I posted my review just a minute ago. The "she" I referred to was JOYCE sorry I did not put her name in my review. She was very efficient and understanding.🤩🤩🤩
Date of experience: April 4, 2024
Hey I wouldn't recommend this place they said they will give me back my service fee after 3-4 days and it's been pass that and still haven't got my money back
Date of experience: April 4, 2024
Well that was bad customer service! Patrick hung up because I was asking questions about availability and cost. Patrick was not friendly or helpful. While I prefer booking direct with the hotel, I ended up booking on Expedia...now Expedia gets a cut.
Date of experience: March 1, 2024
Carolyn was the most helpful person that I have ever spoken to in my 20 years of booking rooms with Marriott. Professional, patient and courteous. Your firm need more Carolyn's.
Date of experience: April 4, 2024
She was so eager to get me off the phone that she hung up before finishing her sentence. She texted me a number that was supposed to be to the front desk, but was not. When clicking on the link she sent, it went to a call center for something unrelated. When I tried to call the number by entering it directly, the person who answered was annoyed and still not the right place. It was like she was trying to get me to write off the hotel.
Date of experience: March 8, 2024
David Lyte went above and beyond the call of duty. He made it very easy and enjoyable to get reservations made. He helped and informed me of more to make my reservations. Please recognize David for doing an excellent job. Thank you Linda Antonow
Date of experience: March 7, 2024
I appreciated the sales reps ability to give me the information I needed for planning our trip. We are bringing a school drama department, and this was the first time I have ever had to book a room for this many people.
Date of experience: March 4, 2024
She listened to me. She found just what we needed for a room and was pleasant and nice the entire way through the booking process. Even when I made mistake on dates she fixed it quickly. She is an asset to your company.
Date of experience: February 24, 2024
Quick and easy process with Zoila during my out of town trip.
Date of experience: May 14, 2024
Excellent professional courteous helpful and checked for accuracy
Date of experience: May 14, 2024
Jamie did a wonderful job booking our reservation.
He was very polite and knowledgeable.
Date of experience: May 13, 2024
Brandon was very polite and super helpful and knew all the answers to my questions. I appreciated his kindness as it's very rare these days. He even laughed with me when i didn't know what the pound sign was on my phone, lol AND he didn't make me feel bad about it, it was funny. Thank you brandon.
Date of experience: February 28, 2024
Miguel was very knowledgeable and helpful. He did his best in trying to make sure that I got the best rate possible.
Date of experience: April 13, 2024
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.
