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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 4,613 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.
Cristina was patient and helpful. She was able to find a resonable room for us ……………………….,
Date of experience: April 17, 2024
She was wonderful and answering every one of my questions
Date of experience: April 19, 2024
Very upset with the $100 charge for pets. Staying at a vrbo instead.
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
Excellent helper to make reservations! Senior and military help.
Date of experience: April 19, 2024
Michelle was so helpful! We honestly were not going to book at The W due to the first call we made the Customer service rep was rude and hung up on us! Michelle was amazing, very respectful and knows her job well!
Date of experience: January 2, 2024
Paul booked my reservation outside of the wedding party block. When I tried to make changes within 10 minutes I was denied. I've never experienced anything like this before and I feel that I should be able to make the changes needed being it wasn't an error on my part.
Date of experience: December 26, 2023
Rebecca was incredibly friendly and helpful. Don't ever let her go. Give her all the raises and pay for her vacations because she is a gem!
Date of experience: March 22, 2024
Friendly, quick, helpful clear. He understood all of my requests and answered questions well. Thanks Alex
Date of experience: March 27, 2024
I was on a different website and it was telling me it was sold out. I decided to call BookOnline instead and Lindsey got me booked in a room in less than 5 minutes! It was quick and easy.
Date of experience: March 4, 2024
Very helpful and professional answered all my questions. Excellent service.
Date of experience: April 18, 2024
While traveling to wait on the birth of our first great grandson I called Hilton for booking our reservation. I was pleasantly surprised with how extra special Miss G treated me. Excellent customer service and very professional!
Date of experience: October 24, 2023
I ask for verification of my reservation, not to be booked twice, please credit my account!
Date of experience: April 10, 2024
I need assistance with an error from your website booking and double booking me for the same night. The front desk was not helpful or thinking it was her concern!
Date of experience: April 10, 2024
I spoke with Justine today to book a stay at the Microtel Columbus Ga. She was helpful in getting me a room a day earlier than was listed available at the auto scheduling site. Unfortunately, I was quoted a price of $458.37 but a charge of $527.13 was posted to my card. A review will resolve the issue, though. Overall, I was pleased with customer service.
Date of experience: November 14, 2023
I feel a good great service I appreciate it got my reservation quick I please take less 3 minutes to complete
Date of experience: March 20, 2024
Save yourself a headache and money and do NOT book a hotel through this website. I have never written a review before, but this one is a PSA. I reserved a room for one night and the "taxes and fees" were almost 70% as much as the cost of the room. I emailed customer service asking for an itemized receipt, to which I was told was not available. They allege I saw it on the check-out screen and can't provide anymore details. When asked to speak to a supervisor, I was told I'd hear the same message but someone would call me back. Still no phone call, no receipt and no explanation. I should have called the hotel directly, used the hotel website, or used a reputable website and saved myself a significant "booking" fee. Outrageous. Just please stay away from this site.
Tip for consumers:
Just don’t use it. That’s all.
Products used:
Hotel reservation
Date of experience: October 8, 2023
She is very friendly and knowledgeable about her work Super helpful good job
Date of experience: April 17, 2024
I just want to say it was a very good experience to check rooms and rates and try to get this and that for what I needed for me and my two kids to visit my son that's in the marines. Thank you very much Dawn for your excellent work. It was a pleasure.
Date of experience: December 7, 2023
Our plane was cancelled and the lady at the airport connected me to you to book a hotel that we could check into at 3 in the morning and she booked us with a hotel that wouldn't let us check in until 3 pm not am and they wouldn't refund the money for room. She did this twice and we finally got a room ourselves and ended up paying for 3 hotel rooms because of you stupidly. I put in a claim with the airport but we were never refunded for the money the hotels charged us or the $50 we paid for cab each way to hotel or for the meals we bought. Our don ended up driving fro Fort Mac to Calgary so we wouldn't have wait until the next day to get to Fort Mac. It cost us over $1000 for everything so we weren't impressed with your hotel booking
Date of experience: January 24, 2024
I called for a reservation. I am in my seventies and prefer the phone to internet. The young woman(Joyce) was very helpful and kind. I really appreciated her taking the time with me.
Date of experience: February 18, 2024
I made a reservation and after I got my confirmation I saw a charge of $114, on a $200 dollar room for taxes and "service fee". I immediately called to cancel. It was non refundable. You can't talk to anyone. Just awful to charge this exorbitant amount. Hotels.com had a charge of $34.00 for same room. Almost $100 difference. I will be contacting the better business bureau.
Date of experience: January 5, 2023
Francis provided such amazing customer service while assisting me in booking over the phone. I had called multiple hotels and was trying to find a good stopping point to sleep for the evening. (Talk about stressful) Francis was sure to put my mind at ease and even offered a bottle of wine upon arrival. I am so excited to arrive!
Date of experience: October 9, 2023
Poor at best. Communication challenge, unable to find room block, was transferred with no details or indications and then was stuck in the endless loop of unintelligent AI
Date of experience: February 1, 2024
I called archer to get some information on a group booking that we have in November, and I reach Tiffany whom immediately understood my need and transferred me to the hotel directly. She was very friendly and efficient.!
Date of experience: October 16, 2023
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 Kieran, we’re sorry you had that experience. Customer satisfaction is our priority, and we would like to help. To keep you information secure, please message us your itinerary number and email address you gave when completing the reservation and we will respond with the next steps.
Thank you,
BookOnline