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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 4,650 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
We tried booking at a Toronto hotel but there was no availability Joyce, in Reservations at the Canopy Hotel, was a terrific help. She checked throughout other establishments until we found what we were looking for. She saved us time, and was most pleasant and helpful! Thanks Joyce. Bruce and Susan McKie
1 star only because they dont allow negative stars. This company is operating with misleading and deceptive practices which are illegal in Australia. The only way to stop or limit there scam behaviour is to warn people. I made a booking with Bookonlie.com not realising they were an american website. They charged american $ for a booking in Australia for an Australian hotel. They also charged over $50 aus for insurance which I did not select. When I call and complained they chose to cancel my booking. I DID NOT ASK FOR THE BOOKING TO BE CANCELLED> So now i have lost over $600 and have no accomodation. Numerous calls to - yes you guessed it a Phillipino call centre - i have had no help. They tell me someone will call me back but it has now been over 2 weeks. The last call centre person tried to assure me they were a highly professional internal company. MMM you would wonder if this was correct why they would need to steal from people.
I was trying to book the last room available at the closest hotel to Disneyland in 2 days. The online Hotels.com site wasn't working so I decided to call direct. I was able to talk with Jake and get the last room booked and can't wait to swing by Disneyland this week. Awesome job.
Date of experience: March 12, 2023
Trying to book a hotel reservation at Hilton Las Vagus Navata. After hours of trying to communicate with others at the Hilton, she was most efficient and as well as realized the Hilton did not pay her a penny! With out her customers there would be no Hilton Hotel. Many.
Date of experience: July 19, 2023
The person who's answered the phone did help me with exactly what I needed, but he also sounded like he wanted to die. He talked very slow, very low, he sounded very monotoned. I honestly might not book because his voice sounded scary.
Date of experience: August 14, 2023
Dealing with Lorelee was extremely frustrating. She did not feel confident in how to book the rooms. Most importantly when booking a hotel in Canada the customer should be charged in Canadian funds and not US $. The agent should be required to advise the customer that the funds will be in US prior to booking and not after the client receives an emails confirmation showing it was in US funds. I cancelled one reservation however the other one cannot be cancelled without paying a 30% cancellation fee. I have not cancelled this reservation yet and I'm waiting for a supervisor to call me back regarding this fee. I certainly was misinformed and do not feel I should have to pay the cancellation fee.
* BookOnline attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: February 9, 2023
I tried to book on line and got the message that the room I was trying to book wasno longer available. Then, due to some unknown reason I was blocked from the site. I called and was served by Carlos. Got the room reserved without any issues and completed in a timely manner. Great customer service!
Date of experience: September 29, 2023
I tried to make a hotel reservation on the site which they used to hijacker's the hotel site. They charged my card but the dates were wrong. I tried to change the dates and they cancelled my reservation and would not refund my money even though the error was theirs. I made a reservation at the hotel myself and these losers cancelled it too. They still have my money. Stay far away from Bookonline. They are thieves! I'm turning this over to the FTC.
Date of experience: April 14, 2023
The reservationist, Grace was wonderful. She represents The Marriott Hotel with excellent customer service. She helped me find a Marriott Hotel in my price range and made sure there was an Electric Charging Station on site. Because of her I will continue to stay at The Marriott.
Date of experience: June 28, 2023
They charged an excessive 72% tax recovery and fees after checkout and are unwilling to give any details of the charges. The hotel we stayed at has a 15.6% tax recovery and fee rate, but BOOKONLINE.com assessed a 72% rate, and refuse to provide any details… buyers beware of their scams..
Date of experience: March 31, 2023
My booking agent was very helpful. She took the time necessary to find a room that fulfilled our needs. We are in our 60s and finding us a suite was necessary for us to enjoy our stay. We give her the highest marks for all she did for us.
Date of experience: January 11, 2024
Catherine was very nice and friendly! We just weren't in the same time zone. When I said I was stranded at the airport and needed a room tonight which was at 10:30 pm in Seattle, a room was booked for the following night. I realized the mistake 5 minutes later. Unfortunately there were no rooms and I spent the night in the airport. I'm planning on a full credit.
Date of experience: June 18, 2023
Not good. Asked for correct phone number to AC hotel, miami Beach because phone number on site is wrong. I was referred to check out yellow pages.com where the mumber is still the same wrong number. Frustrating
Date of experience: July 2, 2023
The booking agent I had was wonderful to talk too. She listened to what I wanted and verified the reservation to make sure it was exactly right. She had a very happy demeanor which made it so pleasant to book the room. Thank you
Date of experience: November 1, 2023
Great the agent was informative courteous and polite.
Date of experience: July 20, 2024
Chrislyn was very easy to talk to regarding my upcoming visit. She was very courteous and answered my questions satisfactorily.
Date of experience: June 27, 2024
Reservation was supposed to be made at the Fairfield Inn and suites. I even gave my Mariott Bonvoy rewards number. I then get confirmation that I am booked at the Hampton Inn and suites. I call back three minutes later and I'm told I have a 30% cancellation rate. This needs to be rectified!
Date of experience: January 25, 2024
Paige was excellent. Listened to my needs and handled them perfectly. No complaints
Date of experience: July 20, 2024
We are 3 60ish ladies on road trip, seeing the sights around Oregon.
10 pm, and we are in the Eugine area foolishly thinking we could find a room at any exit... Yea, no... Found one, for $400... no way. Called a couple of chain hotels to find out all their locations sold out. Tried finding a room online, but some of the sites wouldn't allow us to make a reservation for that night - guess it was just too late in the day.
Called Book Online and got Timothy. He spent 36 minutes on the phone with us, looking up online and calling locations in a 50 plus mile radius. Then, when he found one we could afford and get to, called them to make sure we got the room, and sent us happily on our way.
Timothy, you were our Night in Shining Armor! Thank you!
Date of experience: June 18, 2023
Thought I had a veterans. Discount. Turned out some other thing I never mentioned. Sounded like he is working from home.Not a background noise kids and chickens.
Date of experience: April 1, 2024
Wait time was less than a minute. Julia was very helpful and efficient.
Date of experience: July 18, 2024
The operator was professional and very proficient.They were thorough in their search and found me a room at late notice.
Date of experience: May 31, 2024
I booked a room last minute for the upcoming weekend. I was pleasantly surprised to have the phone answered by a live, honest to goodness human who answered all my questions without tesorting to a script.
Date of experience: September 18, 2023
I thought I was calling Drury Inn. It was the number listed by the hotel when I googled the specific hotel and location. I did not learn that I had booked through Priceline until we arrived at the hotel. I feel scammed. I was unable to receive my hotel membership points and the charge was more than the actual hotel would charge.
Date of experience: February 1, 2024
After booking very late at night, we asked Stephanie if we could check in around 4 am. She said yes. Then after confirming once again that we could check in at 4 am she said yes. When we arrived at the hotel we were told we weren't able to check in that early. Causing issues at the hotel where they very nicely accommodated us. It was not a good experience.
Date of experience: October 21, 2023
DO NOT BOOK WITH THIS COMPANY! Biggest scam ever. This is a third or fourth party that will charge you double. I called what I thought was reservations for the W Hotel in Dallas and was directed to this service. They said they were booking me 2 rooms with adjoining door at the current rate. I paid in full. I needed 2 rooms because a child hood friend passed away and we had friends in town for the funeral. The day off, we go to check in, only ONE room. No record of anything at the hotel but that. We were forced to purchase ANOTHER room! 2 rooms for the price of 3! When we contacted this customer service, they said they would call the hotel about it. They did not. They sent over a receipt instead. Charged double for one room. Non-refundable. Oh and the notes said, SPECIAL REQUESTS: NEEDS ADJOINING ROOMS." Thankfully AmericanExpress will be handling this one.
Tip for consumers:
Just Don’t
Products used:
Book online.com
* BookOnline attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: March 1, 2023
Tried to find the K. Grand but got lost and went to a smaller hotel. Joselito draw a little map, went outside, and pointed to the right direction and the turns to get me back on track; beyond the call of duty! Keep her on your payroll and give her a raise; she is a credit to your hotels!
Date of experience: December 6, 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 John, we are sorry you had this experience. Just like when you book through a hotel directly, BookOnline must charge its customers for all applicable taxes, including any hotel taxes. Additionally, by charging a service fee for all of its reservations, we can offer 24/7 customer support and operate as an independent travel network. BookOnline conspicuously discloses all fees and taxes on its checkout summary webpage. Despite our transparency, we remain concerned about your experience. Please send us a private message with your reservation information used at the time of purchase and we will respond with the next steps.
BookOnline