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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
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BookOnline has a rating of 4.6 stars from 4,671 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
The room rate I was quoted on the phone was NOT the rate I was charged. I tried to request a live chat and a call back and neither happened. There does not seem to be any way to contact customer service to address it. I was over charged and there is zero follow through. I will never use this service again!
Date of experience: June 30, 2023
I was having a hard time understanding the room description, she was so patient at explaining until I got it.
Date of experience: June 20, 2024
Danielle was great and so helpful for making a booking for me after having car trouble and unable to get a reservation for my planned stop. She was able to find a spot for me and my dogs after a heck of a day!
Date of experience: May 21, 2023
First thing I asked was if I was talking to the hotel directly and you told me I was. Then I found out AFTER I PAID that no, you are a 3rd party booking agent who just got an extra $90 of my hard earned money in your $#*!ing pocket. I will never call you again. Not only is that shameful and disgusting it is immoral. I'd give you less than 1 star if I could.
Date of experience: June 15, 2023
I didn't really know who I was calling. I thought it was calling the hotel but I got a customer service representative from book online and it was a quick and easy experience I needed to write. She gave it to me and told her I'd call back. She had no problem and it was just like talking to anybody locally
Date of experience: March 13, 2023
I called and asked a question about a bill and she said she could not help me and was very hostile and aggressive with me. I was cool as a cucumber and told her she was being quite rude she hung up on me.
Date of experience: May 23, 2023
I spoke with Cesar Hernan to book a room and he is wonderful, polite and so helpful. He found us a room on the floor we wanted for our 50th Anniversary. Cesar truly went out of his way to help me.Thank you
Date of experience: July 9, 2023
I call the Reservations phone # to ask a question about the hotel.
I am told to call the front desk to inquire.
So then I ask for the front desk phone number.
I am told she does not have the front desk #.
Waste of time
Date of experience: June 7, 2023
I needed to speak to a human because I can't find my itinerary number. And I have tried 4 times to get a human and can not. I put the - star because at least you have a phone number. I need to speak to a live person!
Date of experience: August 4, 2023
I was overcharged for 3rd rate hotel and tried to get my money back but no one wants to help me. I explained that there's no way I'm taking my wife to this dive that I was charged over 200 for, not even worth the $55 norm rate
Date of experience: July 5, 2023
Lapaaris Is a bright light in this world.
She was more exuberant in her determination to find me the best deal.
I really enjoyed her joy and I felt her smile, through the phone.
She Gave me excellent customer service.
Lapaaris deserves a raise for going above and beyond what she needed to do.
Y'all have a blessed evening,
Lovin Jesus & lovin people.
Date of experience: January 31, 2023
The service rep that booked us asked when we needed the room. It was about midnight. I told her we were at the airport and needed somewhere to stay in the next hour or so. She said there was a shuttle to the hotel as well. We discovered the shuttle didn't run at that time so we took a taxi. Then when we arrived at the hotel, we were told they had no rooms at all and that the reservation was for the following night, with a 3pm check-in.
My daughter and I were forced to walk to another hotel at 1 am to find somewhere to stay after a horrible day at the airport due to flight delays and cancellations.
The agent was totally irresponsible doing that.
Date of experience: June 30, 2023
The hotel that I wanted to stay at was full but Grace was determined to find me one close by, she was pleasant and motivated and I could tell tell she like what she was doing! We have 1,700 employees that work for us and just talking to Grace for 10 minutes I could tell she would be a great employee!
Date of experience: March 10, 2023
Christiana was extremely helpful in locating a hotel for my last minute stay. She was very conscientious of my price range and offered several options to me.
Date of experience: April 12, 2024
Excellent phone skills and very patient. I was so lucky to get her on a second call. The first attempt with another agent was not pleasant. He was rude at times and hung up on me.
Date of experience: April 16, 2024
I phoned the # associated with CanAlta In Drumheller, AB. The # appeared in the Google search.
Operator could not find said hotel... If CanAlta is no longer your client, you should in good faith advise them to remove your ph #. This was very frustrating...
Regards,
Allan
Date of experience: August 9, 2023
Alan was very helpful in finding us an accommodation at the Outrigger Waikiki Resort. He could sense that I was very tired after evacuating our hotel at Kapalua due to the Lahaina fire. Thank you Alan.
Date of experience: August 10, 2023
Corrine was very pleasant and happy to provide me with exactly what I needed...10 of 10 rating from me
Date of experience: June 13, 2024
While traveling, we planned on staying in Dodge City, Kansas. I called the Dodge House and Convention Center. I was immediately impressed with Elena, who answered the phone. Her professional demeanor was outstanding. When she asked my name, I spoke it to her. I have a very unusual name and she spoke it correctly the first time she heard it. It many people can do that! Lol. She was very informative and helpful, with my questions, and getting my reservation confirmed expeditiously. Kudos to her!
Date of experience: August 11, 2023
Diego was not only very professional and polite, but he made sure that he provided me with the answers I needed. I especially appreciate the fact that Diego did not simply end the call when the problem proved to be more complex than I expected, but made sure that I had an answer and the appropriate next step to take.
Thank YOU Sir!
Date of experience: September 14, 2023
Lisa helped me figure out everything I needed! She was very kind to me and I appreciated her willingness to not get annoyed at me and help me! Thank you Lisa for being so patient and kind to me!
Date of experience: May 15, 2024
Unfortunatly we didnt find any room in our location because everything booked so quickly but she was an angel and gave us a lot of choice! She was very understanding and i 100% believe you'll have an exeptionnal interaction with her too!
Date of experience: February 2, 2023
28March 2023 6:50pm
Carlos took all my credit info but neglected to text my confirmation number as promised.
By taking my information, debiting my card but not completing the reservation that is cc Fraud. After stealing my cc info the reservation service also located in Tacoma refused to take my calls back trying to ascertain my confirmation number.
I will submit a complaint to the Better Business Bureau and Tacoma Police.
Date of experience: March 28, 2023
She gave me an early checkin to a motel who she knew to be available. She promised I could get into the hotel without any problem what soever. She lied from the beginning of the call to the very end. Bad service in so many ways. I will never book with this company again. Nor will I ever recommend using any of the hotels she represents. BAD SERVICE 100%
Date of experience: July 8, 2023
Was great. Charyn couldn't have been nicer and more knowledgeable. Process didn't take long and I am excited to spend more time at one of my favorite hotels. Wish I could have been upgraded to a water view but oh well!
Date of experience: August 17, 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.
