• BookOnline

BookOnline

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Overview

BookOnline has a rating of 4.5 stars from 4,528 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 3 days

Positive reviews (last 12 months): 87.2%
Positive
1,140
Neutral
11
Negative
157
40
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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.

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.

Reviews (4,528)

Rating

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Reviews that mention popular keywords

customer service (497) front desk (42) reservation process (28) credit card (65) booking process (20) booking agent (30) hotel room (62)
Thumbnail of user gracem775
New Jersey
1 review
0 helpful votes
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March 30th, 2023
Verified purchase

Giovanna was extremely helpful in helping my mom and I find a last minute hotel room in the area for tonight after everything was fully booked at other hotels. She was so sweet and definitely saved us tonight!

Thumbnail of user celestinor5
Colorado
1 review
0 helpful votes
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March 30th, 2023
Verified purchase

The guy Jaime helped me in a professional manner, explaining and answering all my questions with details. I'll give this guy a 10 for customer service, in a rushing and busy world we need more people like him.

Thumbnail of user lesleyg150
Pennsylvania
1 review
0 helpful votes
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September 28th, 2023
Verified purchase

Person lied! I asked 3 times if it was the wedding hotel block- was told yes each time. Given a rate of 1350.72 for 2 nights instead of 570! When I called to re book it there were no rooms left in the block for Friday and I have to pay 467. The second agent who was very helpful couldn't find the original reservation even using my email confirmation. Horrible experience!we are rewards members- did us no good.

Thumbnail of user susant2344
Hawaii
1 review
0 helpful votes
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March 12th, 2023
Verified purchase

Melissa really worked with me in my crisis... booking.com says I cancelled my reservation at another hotel & we desperately needed a place to stay! She went to great lengths to ease my mind & get us booked!

Thumbnail of user brandic278
New York
1 review
0 helpful votes
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November 29th, 2023
Verified purchase

I called to get hotel rates for one particular hotel, unfortunately it was out of my budget. However Joanna didn't stop there, she searched and found a subtable hotel for my stay! Thanks for not giving up

Thumbnail of user rebeccap1677
New York
1 review
0 helpful votes
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September 4th, 2023
Verified purchase

Grace talked up this quality inn as being recently remodeled and nicer than most other budget friendly hotels. Wrong. It was dirty and looked to be remodeled about 10 years ago. Would not come back for the $126.00 for one night we paid.

Thumbnail of user dawnv198
North Carolina
1 review
0 helpful votes
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September 25th, 2023
Verified purchase

I requested a suite with 2 Queen beds. We did not get that room and we're way overcharged for the room according to the hotel. I verified twice with Jennifer that we wanted a suite and she confirmed at the cost of $245. We are stuck with an overpriced room and expect a refund. Very poor job by Jennifer-she falsified information to me. Check the rates for a room here with 2 queen beds. It does not cost $245.

Thumbnail of user gabrielm396
Texas
2 reviews
0 helpful votes
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June 3rd, 2023
Verified purchase

After not receiving a confirmation email from the online booking company, which apparently was a third party vendor, I spoke with customer service representative Abigail, who was very patient with me and helped me with my booking. Abby was very friendly, fast and efficient, and extremely knowledgeable in servicing my booking needs. She is certainly a valuable asset to your business!

Thumbnail of user karenl3917
California
1 review
0 helpful votes
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July 29th, 2023
Verified purchase

My young niece with 3 small children (under 4 years old!) were stranded far from home when the car she was driving broke down. I needed to get her and her babies to a safe comfortable place where she could gather herself up. I was too far away and it was late afternoon/early evening. Ezequiel listened and helped me get her a room with a Best Western within walking distance. He was kind, genuine, professional and oh so very understanding and helpful! There should be more individuals like Ezequiel in the world these days! Thank you Ezequiel and may you always have beautiful days! Many Blessings

Thumbnail of user djw53
Ohio
1 review
0 helpful votes
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August 31st, 2023
Verified purchase

I had called in to book a room at a particular hotel. Laura then asked what our plans were, after hearing what we wanted to do she took it upon herself to find them best deal for us. I was prepared to pay for the hotel I called to book but she was able to cut the price in half for the equivalent hotel! She was absolutely the best, easy to understand and took her time, listened to what my needs were and was able to make me feel as if I had my very own travel agent. If I were her supervisor I would give her a raise. I've never left a review before but this was an absolute pleasure to do after receiving such service. Makes me want her personal number and work with her for all my families future travel. Just the best! Thank you Miss Laura!

Thumbnail of user jerushak3
Mexico
1 review
0 helpful votes
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May 21st, 2023
Verified purchase

Latoya helped me find lodging during a massive cancellation of 56 flights. With hundreds of stranded passengers searching for rooms the availability quickly narrowed. But she was persistent and finally found me an accommodation. I am forever grateful.

Thumbnail of user gabyjohnson35
Florida
1 review
0 helpful votes
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August 5th, 2023
Verified purchase

Horrible business. DO NOT USE. We booked a hotel through them for a rate of $156. Once we had accepted the reservation and paid, we realized they had charged us 50% of the hotel's rate as taxes and fees ($85) instead of the 9% state's fees we expected. We complained and asked for a refund of $70, since the taxes and fees would have been around $15. They sent us a coupon for $50 which would mean we would have to use their website again and it would not even cover their taxes and fees anyway. They say we should have "known better" but the taxes and fees when you pay show up in tiny letters below some other useless information and there is no rate chart on their website either. All in all it is a fraudulent business with predatory customer practices. STAY AWAY.

Thumbnail of user victorm906
Virginia
1 review
0 helpful votes
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July 3rd, 2023
Verified purchase

Araceli is an amazing customer service oriented person. She was extremely polite and courteous which made me feel important. I really appreciate her for the kindness and professionalism she shows clients.

Thumbnail of user mikeg2500
Oklahoma
1 review
0 helpful votes
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April 20th, 2024
Verified purchase

She was very helpful and pleasant to work with. The reservation process was quick and efficient.

Thumbnail of user mariac3221
Delaware
1 review
1 helpful vote
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June 26th, 2023
Verified purchase

I asked to stay at the Marriot Lansdale and the attendant put me in an old Hotel 4.8 Extended Stay America Suites, that everyone is disappointed when they arrive. A horrible experience. I'm cried, because I'm need rest.

Thumbnail of user carminea12
New York
1 review
0 helpful votes
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April 1st, 2024
Verified purchase

The representative was very helpful & thorough. My choice to call as opposed to making the reservation online more than exceeded my expectstions.

Thumbnail of user rochealt
New York
1 review
0 helpful votes
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April 15th, 2024
Verified purchase

Always a good experience whenever I get the chance to book through this company always nice

Thumbnail of user allisong329
Canada
1 review
0 helpful votes
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July 27th, 2023
Verified purchase

Thank you Jeff. You did a good job. However, i think It would be great if you could have given me a direct line to the Hotel. Considering there are so many online places I could book a room at the Delta Armouries in London Ontario it is odd that the computer was saying that there were no rooms available.
But YOU did a good job. Polite, listening, helpful as much as you were allowed to be.

Thumbnail of user stevea1630
Utah
1 review
0 helpful votes
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July 19th, 2022
Verified purchase

If you've read any of these reviews, you now know that BookOnline is a deceptive business. Visit https://bookonlinereviews.com for details.

I booked hotel reservations through BookOnline and received an invoice from them that stated "Free Cancellation" in bold, bright-yellow text. When I tried to cancel shortly thereafter (and more than two months before the check in date) they didn't reply (well, I received a "we'll respond promptly email" and nothing else).

I immediately contacted my bank, Wells Fargo, who temporarily credited my account. After the hotel reservation date, BookOnline finally contacted me (how convenient!) to tell me they would not refund my money. Wells Fargo (shame on you) then debited the money from my account. BookOnline.com effectively stole $1,171.08 from me.

Visit https://bookonlinereviews.com to see what you might do to publicize BookOnline's deceptive business practices.

Tip for consumers:
Don't buy from BookOnline.com. Visit BookOnlineReviews.com to learn more about this company.

Products used:
I didn't use a service but was charged for it.

Service
Value
Quality
Thumbnail of user daniellew851
North Carolina
1 review
0 helpful votes
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August 17th, 2023
Verified purchase

It was great booking with Paige. I told her what my needs were and she was able to find me a suite to meet my needs. I cant stress the importance of a mini fridge in any room I stay in due to the fact I'm diabetic and have insulin that needs to be in the refrigerator. Thank you for saving me on my last minute get out of town vacation.

Thumbnail of user lauries788
South Carolina
1 review
0 helpful votes
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April 30th, 2023
Verified purchase

I called to find out how early I could check in as this is a special occasion, which I wanted to surprise my husband. She didn't even listen to me - cut me off right away and said I needed to look up the hotel on the yellow pages using XPXRT. 1. I tried that to no avail.! 2. What kind of service are you providing, when you are telling your guests to look up a phone number for questions? I have never experienced such poor service. And it really stinks as I was so excited to be staying with you! Laurie *******551

Thumbnail of user tessad43
Florida
1 review
1 helpful vote
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February 27th, 2023
Verified purchase

I mistakenly booked a hotel room with book online. They charged me $120 in extra fees. I emailed to ask what the $120 in fees were for. They then cancelled my reservation without my permission and did not refund me. Instead they gave me a $100 credit to a completely different website. I called, they said sorry, nothing they can do. So I called my bank to dispute the charge and found out they actually have charged me twice for the one reservation! So now I have no hotel room and have been charged twice by them. Complete scam.

Tip for consumers:
Do not use it under any circumstances.

Products used:
None

Service
Value
Quality
Thumbnail of user customers248
Customer S. – BookOnline Rep

Hi Tessa, 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 your itinerary number and email address you gave when completing the reservation and we will respond with the next steps.

Thank you,

BookOnline

Thumbnail of user danielm4072
California
1 review
0 helpful votes
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February 17th, 2023
Verified purchase

An angelic voice with an obvious smile came out of my speaker. Deaudra walked me through some great options when my first choice was not available.

I can only hope if I need assistance again, this is the representative directed my way.

Thumbnail of user lindam5644
New York
1 review
0 helpful votes
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July 19th, 2023
Verified purchase

Very good experience Joyce was understanding patient and helped me find a hotel that I was looking for. Didn't mind that my mind wasn't made up with which rooms I was going to choose. She got the job done I'd give her five stars any day.

Thumbnail of user richarde1147
Mexico
1 review
3 helpful votes
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May 6th, 2022

Do not use Booking.com! It's a scam. You will be over paying by 15-20%. I didn't intend to book through a 3rd Party. Thought I was calling the "La Quinta Reservations" phone direct. They do not identify themselves. They gave me a $10-15 discount on the room, but after a long reservation process they quickly added $40 (40%) in Taxes & Fees and convince you that it is standard for this hotel location. Found out afterward that I was not talking to La Quinta, but there are no refunds and nothing you can do.

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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.

Company Representative

Thumbnail of user customers248
Customer S.
Typically responds within 3 days

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