Review of BookOnline: Poses as genuine hotel site then adds crazy fees
Thumbnail of user elissak12
New York
1 review
2 helpful votes
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September 20th, 2022
Verified purchase

They disguise the site URL to look like the direct hotel website in Google search. It wasn't until I saw the $150+ "tax and recovery fee" on a $214 reservation that I realized something was off. By then I'd already booked. I canceled the reservation, but the site isn't clear on whether or not they refund the exorbitant fees. For comparison, booking directly on Marriott had $34 in government taxes and fees. Bookonline.com is crazy.

Tip for consumers:
Don't. Just don't. Book anywhere else - directly with the hotel, Priceline, Booking.com, Truvago, Kayak - anywhere else.

Value
Quality

Date of experience: September 20, 2022

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Overview

BookOnline has a rating of 4.6 stars from 4,597 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

Positive reviews (last 12 months): 87.4%
Positive
1,090
Neutral
10
Negative
147
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How would you rate BookOnline?
Top Positive Review

“Came to the rescue!”

Teri S.
10/2/24

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.

Date of experience: 9/22/24
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Top Critical Review

“IT SHOULD BE A ZERO Star - DO NOT USE THIS WEBSITE - IT'S A FAKE!”

Chris S.
10/25/24

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.

Date of experience: 10/15/24
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Reviews (4,597)

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Reviews that mention popular keywords

customer service (506) front desk (42) reservation process (29) credit card (65) booking process (20) booking agent (30) hotel room (62)
Thumbnail of user jamesvn
New York
1 review
0 helpful votes
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July 30th, 2024
Verified purchase

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.

Date of experience: July 20, 2024

Thumbnail of user hs384
California
1 review
0 helpful votes
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September 12th, 2024
Verified purchase

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.

Date of experience: September 2, 2024

Thumbnail of user gailm1063
North Carolina
1 review
0 helpful votes
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August 24th, 2024
Verified purchase

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

Date of experience: August 14, 2024

Thumbnail of user caseyc615
Colorado
2 reviews
0 helpful votes
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September 8th, 2024
Verified purchase

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!

Date of experience: August 29, 2024

Thumbnail of user deirdrer62
New York
1 review
0 helpful votes
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August 30th, 2024
Verified purchase

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!'

Date of experience: August 20, 2024

Thumbnail of user dariluzz
Honduras
1 review
0 helpful votes
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July 29th, 2024
Verified purchase

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!

Date of experience: July 19, 2024

Thumbnail of user gloriar812
Washington
1 review
0 helpful votes
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August 28th, 2024
Verified purchase

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

Date of experience: August 18, 2024

Thumbnail of user sharond2274
Texas
1 review
0 helpful votes
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August 5th, 2024
Verified purchase

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.

Date of experience: July 26, 2024

Thumbnail of user jamesv2753
Wisconsin
1 review
0 helpful votes
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November 3rd, 2024

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

Service
Value
Quality

Date of experience: October 24, 2024

Thumbnail of user richardt4047
GB
1 review
0 helpful votes
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November 3rd, 2024

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.

Service
Value
Quality

Date of experience: October 24, 2024

Thumbnail of user brigittet48
Switzerland
1 review
0 helpful votes
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November 14th, 2024
Verified purchase

Despite the poor quality of our connection, the person did a great job in fixing my hotel reservation. Very helpful. Thanks to her

Date of experience: November 4, 2024

Thumbnail of user stevenc4408
Washington
1 review
0 helpful votes
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December 21st, 2024
Verified purchase

Carlos was friendly, respectful and hook me up a room for New Year's Eve.
Give that man a fat Christmas bonus :)

Date of experience: December 11, 2024

Thumbnail of user richardp3730
Nevada
1 review
0 helpful votes
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September 20th, 2024
Verified purchase

Lauren could not have been nicer or mor professional
We are fire evacuees and she made the reservation quickly and without angst

Date of experience: September 10, 2024

Thumbnail of user johng11139
New Jersey
1 review
0 helpful votes
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December 15th, 2024
Verified purchase

Very pleasant experience with Kelley while making room reservations for next year She was very helpful and answered all my questions.

Date of experience: December 5, 2024

Thumbnail of user kimw1761
Florida
1 review
0 helpful votes
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October 16th, 2024
Verified purchase

Our agent was very professional and was able to get me a reservation so we can ride out the hurricane safely.

Date of experience: October 6, 2024

Thumbnail of user chandranp3
Nevada
1 review
0 helpful votes
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August 16th, 2024
Verified purchase

Lauren has excellent Customer Service skills. Lauren helped me to identify the problem so I can complete my booking. Lauren is very knowledgeable and I am really pleased with the service she offered.

Date of experience: August 6, 2024

Thumbnail of user waynen892
Florida
1 review
0 helpful votes
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November 20th, 2024
Verified purchase

We were provided with great customer service by Tyler. He was very helpful in assisting with our room reservation.

Date of experience: November 10, 2024

Thumbnail of user verniak
Delaware
1 review
0 helpful votes
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November 28th, 2024
Verified purchase

Agent was very helpful and quick. She searched until she found what I needed.
Job well done.
Thank you

Date of experience: November 18, 2024

Thumbnail of user anneg758
New York
1 review
0 helpful votes
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July 31st, 2024
Verified purchase

I am traveling with my daughter and our flight was canceled and not rebooked until the following day. We have a standby flight so I was hesitant to book a hotel room in case we do get on the flight. I called the Hilton and Jose was wonderful about explaining my options and was very patient with me as my anxiety is high. We were able to get a room and a guaranteed refund if we get on our standby flight.

Date of experience: July 21, 2024

Thumbnail of user elizabethh4561
North Carolina
1 review
0 helpful votes
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November 5th, 2024
Verified purchase

I called to make reservations and Luis made it easy and clear. He obviously cares about customer service. Well spoken and polite! Give him a raise!

Date of experience: October 26, 2024

Thumbnail of user taceyp
Illinois
1 review
0 helpful votes
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August 2nd, 2024
Verified purchase

Amazing experience at 1:30 am. My hotel had cancelled my reservation and she stayed with me until it was solved! So appreciated her support in the middle of the night so I could get a room!

Date of experience: July 23, 2024

Thumbnail of user franr126
Colorado
1 review
0 helpful votes
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September 30th, 2024
Verified purchase

Mauricio was both efficient and effective at helping us get the reservation we needed. I:m so glad he was able to do that for us

Date of experience: September 20, 2024

Thumbnail of user sallyp555
Illinois
1 review
0 helpful votes
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November 2nd, 2024
Verified purchase

The rep Marisha who helped me book my stay was very friendly in a sincere manner. She ended our conversation with a "travel safely".

Date of experience: October 23, 2024

Thumbnail of user christinar1200
New Jersey
1 review
0 helpful votes
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August 23rd, 2024
Verified purchase

Eboni was super helpful in rebooking my hotel room and upfront with the price changes. Fun to chat with on the phone while waiting for tasks to be completed. Helpful and funny!

Date of experience: August 13, 2024

Thumbnail of user carolyns1791
California
1 review
0 helpful votes
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July 19th, 2024
Verified purchase

She had patience with me. I asked a lot of questions. She kept trying to find me a hotel I could Afford. I told her she needed a raise for all the work she did to find me a room. We need more people like her.

Date of experience: July 9, 2024

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From the business

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.

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