- Log in
- Browse Businesses
- Guides
- Resources
- Write a Review
- Request a Review
- Backed by the National Science Foundation
- For Business
As stated in previous comments, my fees/taxes were almost $100 more than what I could have booked through the hotel. On top of that the hotel allows for cancellations and Bookonline.com does not. There was no breakdown of fees, so when I saw the bill later I thought there must be an error because the taxes and fees were over 75% of what my nightly rate was! The booking was $144/night and the taxes/fees were $108/night! Through Marriot directly the taxes/fees would have been $13/night at most. I've tried getting in touch with customer service several times, but keep getting the same robot generic response back. The only reason I'm writing a review here (First review I've written ever maybe) is because I've seen them respond to some of the poor reviews given here. I'd like to recover my almost $800 extra I spent on this 8 day booking. DON'T BOOK HERE. There are plenty of better options.
Date of experience: November 7, 2022
Share Review on:
BookOnline has a rating of 4.6 stars from 4,676 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
I couldn't understand the rep I spoke with. He spoke too fast. I also do not like that my card would be charged before I even stay so I did not book. I won't use Marriott in the future if this is there booking.
Date of experience: February 9, 2024
She is a very joyful and nice person. I found out a very pleasant experience talking with her. I am a senior and do not travel very much and she made this a very pleasant experience to book a reservation which I do not do frequently!
Date of experience: February 16, 2024
Great personality,patient with the clients, looks very hard to find you exactly what you looking for it was a great pleasure speaking with her today and it's my pleasure to say a very well done job thank you so much for your time and patience
Date of experience: February 22, 2023
I was in a bit of a panic as we hadn't booked a room for the same day. Robert was patient and helpful and searched until we found one that met all my panicked needs. Thank you for your professionalism!
Date of experience: May 19, 2023
I tried to find out about group rates for a reception in the area and didn't get anything useful. Still inquiring. I am currently deployed so I can't call 800 numbers
Date of experience: April 19, 2024
Booked a room for $253.30 a night and when I got my confirmation there was a 137.70 tax and recovery fee. I instantly requested a cancelation and refund because this amount was not disclosed, and they refused the refund but canceled the reservation saying they would send me a voucher instead. No customer service and hidden charges. Stay far far away
Tip for consumers:
stay away unless you like hidden fees
Products used:
none
Date of experience: February 19, 2023
We tried to book online with no joy. Decided to call for a reservation with great joy. Neal responded to our request of having a room with a view. He gave us several options with amenities and a total cost. He showed professionalism with a sense of humor. We feel excited to be able to celebrate my birthday in a beautiful room on a beautiful property. Thank you.
Date of experience: October 13, 2023
I hate doing a lot of things online. I had a very bad experience in the past that has mad me extremely cautious! Carlos was very patient & did a great job of getting me a room! The high cost surprised me because online it was $210 & that included taxes!
Date of experience: March 13, 2023
I called the number associated with the hotel and did not understand that it transferred to a site that charges a $20 service fee.
The person was friendly and helpful but didn't disclose the fee. It only appeared in the email confirmation. Probably will cancel and save the $20.
* BookOnline attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: February 22, 2023
I made reservations for tonight and she made them for tomorrow. After I asked for a refund she said she made a new reservation without telling me the amount made another reservation but I never received any information besides a refund request so now I'm not sure if I have a room reservation for tonight.
Date of experience: January 31, 2024
I have been a long time member of Marriott n this was the hardest reservation I have. I could. Not understand the accents of both first person n supervisor n then they wanted me to text in my credit card which I am not willing to do n one of the reasons I talk to people. He seemed unable to understand so I just hung up.
I have also found none of my direct booking on Marriott Bonvoy n trying to get a call. I have several reservations to make.
Date of experience: January 26, 2024
Scott did everything perfectly. He provided options. He had an easy demeanor. The whole experience was good. He is an excellent representative of your company. He should be looked at for promotion. Good employees are hard to find. Exceptional ones should be acknowledged.
Date of experience: May 19, 2023
Shalina was amazing. She had no rooms for us but looked and found me a room close by and booked it for me
We were very thankful as she was the only one who was helpful after trying 4 different places
Very appreciative
Date of experience: September 12, 2023
He went over and beyond to help me out and gave me an amazing experience. I would come back.I haven't even been in room yet but if the staff is friendly and helpful as Vandell I can't image how the staff would be.
Date of experience: March 24, 2023
Reservations were made for a hotel that did not have any rooms available. Cancelled in the correct timeline and still have not received a refund 4 days later. Have been calling and emailing nonstop and keep getting the run around. People on the phone say they can't help and every email just gets a response that we received your request, reply with any comments. TOTAL SCAM COMPANY! We contacted AMEX to file a dispute and have been refunded what they were trying to steal!
Tip for consumers:
That they are not reputable. It appears that you are going straight to the hotels website instead of searching like other travel websites. It is very deceptive.
Products used:
Nothing, we reserved a room at a hotel that did not have any to sell. They sold us something that was not available to them.
Date of experience: June 23, 2023
I called an Allison was the one supposed to be helping me. Well she didn't. Because of her I thought I had a reservation at the extended stay America suites at 9000 Tinicum Blvd, Philadelphia, PA and she never confirmed it with my hotel and when I got to the hotel I had issues trying to get a room because they were completely out of rooms for the night and next few days. So she charged my credit card with a fee of over 400 dollars for me to show up, waste gas, and not receive my reservation. You shouldn't hire incompetent people. In fact you should fire her because I know if this happened to me from her behalf then it must had happened to other people she was "helping". She is not good at her job, quite the opposite. I am completely disappointed at Allison.
Date of experience: June 27, 2023
He booked me a reservation at a hotel that was over a hundred miles from where I was at. Then told me it was just a few miles to get there. I had been lost and it was after midnight when he did this. Now I'm broke down on I 75 waiting for AAA. I want a refund.
* BookOnline attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: March 12, 2023
The booking agent was impressive patient very courteous and exhibited great competence in trying to satisfy our needs a very worthwhile employee and very superior in comparison to my usual experience with others in the same occupation
Date of experience: June 6, 2023
Jeannie was very helpful. She listened to my needs and was able to accommodate my request. I appreciated that she also notated in the hotel reservation notes that I needed first floor due to a bad knee.
Date of experience: February 1, 2023
She answered the phone and I could hardly understand her. I'm not sure why I could hear every breath she took but it was like she was blowing into the phone mic. I also think she was eating. I honestly was discussed with the experience and did not want to talk to her at all. So I said goodbye and hung up.
Date of experience: August 19, 2023
Was trying to reach the front desk of residence inn in Pasadena... both times I explained that I may have been connected to the wrong number and asked how I could get a hold of the front desk and both times, they strait up hung up on me
Date of experience: November 22, 2023
I called at 3:00 am to request a room to get some rest as I am on a cross country trip from Texas to Boston with my two pet dogs. Scott told me there was a pet friendly room available at the Days Inn at Wyndham. When I arrive the guy at the front desk was very rude and told me I could check in until 3 pm later in the afternoon! He also informales me I would be charged additional fees for my dogs. When I called for customer support the guy on the line was condescending, told me he was unable to transfer my call to a manager or supervisor and that a "review" would need to be conducted before they could determine if the would return the $103 charged to my bank account for a room I could even use.
Worst. Experience. EVER!
Date of experience: May 20, 2023
I called to ask if the hotel I booked was non- smoking and he refused to tell me, and referred me to the online description. After going back and forth he said this is not a help line and he didn't care if he was rude.
Totally not helpful and will never call again!
Date of experience: May 13, 2023
Hi Eve, we’re sorry you had that experience. Customer satisfaction is our priority, and we would like to help. To keep your information secure, please message us the phone number you called from (your phone number) and we will respond with the next steps.
Thank you
It was very comforting getting someone to help and someone that didn't mind taking the time to work me. I felt very lost when booking for the 1 Inn were quickly booked up. Kellie was very helpful in helping me find other reservations at a nearby inn. I am very grateful and thankful. Thanks again Kellie
Date of experience: July 2, 2023
I am not happier with the service of this company or the way they treat are military service employees. When I ask to speak with a manager I was hung up on. As a rewards customer I will not be returning to your company
Date of experience: July 4, 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 Jacob, we are sorry that you’ve had a negative experience on our site. We have reviewed your site experience and complete transaction on our site. We have confirmed that our checkout worked as designed and we disclosed all fees, the cancellation policy and our terms/policies on the checkout page. You accepted these terms before you completed your transaction as part of our checkout process. You chose non refundable inventory, but we still offered you a voucher for future use in good faith.