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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 4,614 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
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.
I was impressed with how quickly our reservation was completed. The customer service representative was courteous and effective. I could not have ask for better service and support.
Date of experience: March 3, 2024
Looking forward to staying there. Friendly service
Date of experience: April 22, 2024
Neal assisted me with my booking in a professional manner although I didn't like that I did not get my IHG discounted rate which is why I booked at this facility. When I reviewed the bill I saw that a $50 fee was added to the special rate.
Date of experience: February 11, 2024
Our vacation ended very messy. Traveling with three adults and 3 kiddos 5 and under. Our flight was canceled and rebooked. Then canceled again. Alejandro helped up secure a hotel room just in tim.
Date of experience: March 9, 2024
Very polite, laughed a little too much, but we got what we needed.
Date of experience: April 19, 2024
Quick and helpful I appreciate the timely communication and help with my state/ government reservation.
Date of experience: March 26, 2024
I thought I was calling Drury Inn. It was the number listed by the hotel when I googled the specific hotel and location. I did not learn that I had booked through Priceline until we arrived at the hotel. I feel scammed. I was unable to receive my hotel membership points and the charge was more than the actual hotel would charge.
Date of experience: February 1, 2024
She had the best attitude and was able to answer all questions that I asked wonderful job ray
Date of experience: April 21, 2024
He was great! Very helpful! Helped me to find an available and affordable room during a busy period.
Date of experience: March 29, 2024
Very friendly and very helpful. Makes me want to choose comfort Inn first when booking rooms in the future.
Date of experience: March 15, 2024
Kellee was friendlyC knowledgeable and made the booking experience a quick and easy one. Well done Kellee
Date of experience: April 7, 2024
I asked for reservation details. He stated nothing available today. I asked when is there availability he stated he doesn't know and to call back tomorrow to see if there is availability tomorrow 🤔. I was dumbfounded by his response. His non caring attitude did not help. I literally told him, worse reservation experience ever.looks like an amazing hotel, but if reservations is tgat bad, how is the hotel customer service. Ill never know!
Date of experience: January 5, 2024
The agent was polite with pleasant voice. She explained rate, pricing confirming all information. She made sure that we received confirmation both by text and email before the call ended. Exceptional customer service! Thanks!
Date of experience: November 25, 2023
I was deceived into thinking I was booking directly with the hotel which is what I wanted. I did not want to book through a 3rd party. I was also not told of an additional charge of $50 per night at the hotel, I found out when I got there. Then when I tried to get a refund, I was told on the phone it was approved and then they never credited my card.
Date of experience: January 26, 2024
I immediately realized that Cecilia was just simply the perfect professional to have handle every aspect of our reservations in regards to a very important travel accomodation for my business. The entire phone call was wonderful and I actually became a bit saddened to have end the phone conversation with her.
Todd A Hoss
President & CEO
Chesterfield Development Corporation
Since 1968
Date of experience: January 26, 2024
He was so incredibly helpful! Everything was quick and easy
Date of experience: April 20, 2024
Awesome thanks for taking my reservation
Thanks
Ken
Date of experience: April 19, 2024
Please do not make reservations with this site! When checking into our hotel they asked was the last four digits of my car used 8506. I told them know they told me that no prior payment has been made, My reservations were just held with a dummy credit card and I still had to pay for the room all over again after this website took $236 from my account! I'm filing a dispute with my bank for the charge currently
Date of experience: May 12, 2022
It was great. Raul walker me thru the process and answered all of my questions. He was both courteous and knowledgeable, easy to work with.
Date of experience: March 16, 2024
I needed to book a hotel for one night. The price came up, looked good. However, I did not see where they added $92 in taxes and fees to the reservation. Taxes should only have been $28.00. Completely non-refundable. Rip off
Tip for consumers:
Do not use as their fees are not posted next to the rates, but in a different area on the form, leading to excessive booking fees
Products used:
online booking
Date of experience: November 2, 2022
The service was great. The representative was polite and it's all that I ever expect from Marriott when I call. Thank you for asking.
Date of experience: March 26, 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.
Hi Mary Kay, we are sorry you had this experience. Just like when you book through a hotel directly, BookOnline must charge its customers for all applicable taxes, including any hotel taxes. Additionally, by charging a service fee for all of its reservations, we are able to offer 24/7 customer support and operate as an independent travel network. BookOnline conspicuously discloses all fees and taxes on its checkout summary webpage. Despite our transparency, we remain concerned about your experience. Please send us a private message with your reservation information used at the time of purchase and we will respond with the next steps.
BookOnline