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Do not use this site. We thought we were on the actual hotel's site but were not and were literally charged hundreds of dollars over the room rate and we an elles about two minutes after making the reservation. And our credit card company would not give us our money back
Tip for consumers:
Make sure you are on a legit honorable website before booking.
Products used:
We purchased directly through the hotel's actual website despite our unsuccessful attempt for a refund.
Date of experience: July 7, 2022
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BookOnline has a rating of 4.6 stars from 4,626 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.
Tim was very personable and pleasant to speak with. Very helpful and patient.
Date of experience: April 12, 2024
I googled the service. The number came up right away. I hit the number and three times the gentleman that answered. He hung up before I was even done with my questions seemed to be in a hurry. I could tell he was not working from an office setting seemed as though I was calling him on a personal level while he was doing his own thing. The third time I called I think I got the same gentleman, but this time he was more professional until it came to the end of the phone call. I said thank you I appreciate your help. I waited for a response and I looked at my phone and realize that he had already hung up. We could use more common sense, phone etiquette, which would be you don't hang up on people without saying goodbye, and or let the customer ask all the questions before you hang up. Thank you.
Date of experience: November 9, 2023
Your automated reservation system was down yesterday. After wasting 30 minutes trying to make a reservation a called your 800 number to speak with a person. The bottom line is after almost an hour, two reservations were made. I only got one confirmation email. I only discovered what was done when I checked my credit card to make sure I had been charged for my room.
Date of experience: March 19, 2023
Courtnee was very patient and provided me with several options while being very professional and understanding. She was also very knowledgeable about my reservation. She made it very easy.
Date of experience: February 25, 2024
I was able to get the room I booked for 2 nights but they fail to disclose their tax and recovery fees that they charge BEFORE you pay. You think you're getting a good deal until you see the bill. A huge rip off!
Date of experience: September 17, 2022
She found me a place to stay that I could afford quickly and with a great personality and attitude.
Date of experience: April 11, 2024
While trying to book a room in NH I was nervous about ensuring that the hotel was close to the wedding venue I was attending. Brandon was very attentive and double checked the hotel with the reception location and reassured me they were within close distance of each other. He was friendly, patient and I felt very comfortable asking all my questions about this rather last minute trip.
Date of experience: October 3, 2023
I made a reservation with them. When I got my receipt I noticed HUGE fees.
Taxes and recovery fees of $70.58 on a room rate of $95.76? Are you serious?
That is ridiculous.
I have never seen taxes and fees amount to over 40% the cost of a stay at hotel or 73% of the nightly rate as in this case, especially not at a basic hotel like the Sleep Inn.
When I asked them for an itemization of the "taxes and recovery fees" they gave me some long BS answer and have yet to provide and itemization of those fees. When I called the hotel and asked them for an itemized receipt they said "this was booked through expedia and you have to get the receipt from them". All this company does is book a reservation through expedia and then tacks on a huge fee that they hide in "taxes and recovery fees". It is dishonest and a scam. They should be shut down for doing that kind of business.
Tip for consumers:
SCAM. Don't use this site to book hotel reservations.
Products used:
booked a hotel reservation through them
Date of experience: February 2, 2023
Hi David, we’re sorry you had that experience. We structure our site in a way that all costs are fully disclosed on the checkout page after all dynamic variables (room type, person count, number of nights, etc...) have been selected. After this step has been completed BookOnline discloses all costs clearly on the checkout page and we require every customer to click an open box agreeing to the pricing, terms, and cancellation policy associated with their reservation. Bookonline.com will not allow a customer to move forward and complete the checkout process without agreeing to the pricing, terms, and cancellation policy. We have reviewed your order and everything was disclosed as it should have been on our checkout page.
I was trying to book a room online and for some reason it just kept saying processing my request. So I called the hotel and spoke with David and he was extremely helpful and was able to complete my booking in no time. We have stayed here before back in 2019 and are looking forward to another visit.
Date of experience: March 6, 2023
I thought I was booking directly with the hotel at first and got flipped to this site. After I went thru the entire process I was told my credit card declined. I called my credit card company to inquire and they said it was approved and gave me an approval authorization code number. Calling the phone number provided was a complete waste of time. Their rep was clueless and had a heavy accent which made communicating difficult. What's worse, she would not even attempt to check into the problem offering me dumb excuses like maybe the room was booked and no longer available. When I asked to speak to a supervisor I was placed on hold for over an hour before I finally gave up. I will have my credit card company deal with these crooks. If I could give this company a zero review I would.
Date of experience: August 19, 2022
When I reached Amy I had already been through four other outlets to no avail. She was super professional and helped me get the rates and everything that I needed. Super efficient! Would love to work with her anytime!
Date of experience: July 17, 2023
Went to make reservations at Sleep Inn & ended up with Book Online. Was charged twice what was quoted. Contacted Book Online where I was informed of their NO Refund policy. Filed a claim against their fraudulent practices. Scammers.
Tip for consumers:
Avoid this site, it's a scam.
Date of experience: October 19, 2022
Hi Tina, 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
Terrible...Ashley could not help me with my question, then she hung up on me. It is really difficult to get through to the front desk just to ask a question... your phone system keeps transferring me to reservation no matter what number I call. I'm getting married at your hotel not happy with the service.
Date of experience: July 25, 2023
I spoke Dawn about reservations in September but your hotel is booked solid. She put forth extra effort to help me locate a hotel in the area with availability on the dates I needed. I was impressed by her willingness to help, calm voice and professional mannerisms. I could feel her smile through the phone. Way to go Dawn. You made me feel special. Thanks.
Date of experience: August 3, 2023
I specifically asked if I was booked directly with Marriott and Nahomie's answer was yes. The. I proceeded to pay Booking Online (not knowing it was them). This is considered fraud.
Now if I want a refund, they are charging a penalty fee.
Please help. Thank you
Date of experience: November 17, 2023
Great. I had issues trying to book online through the best western website. When I tried to complete the reservation, it would state the page has times out, even though the timer had plenty of minutes left. I called the 800 number & was booked quickly & for a little less money.
Date of experience: February 9, 2023
I was very frustrated trying to find a reasonable one- night hotel in MSP. Online prices didn't seem to match reality. Was trying to book Marriott and ended up with the agent Susan who was very helpful, calm and even a bit humorous. She made a frustrating experience almost enjoyable. We'll see how the hotel is. Thanks, Susan. Mary Hanley
Date of experience: June 4, 2023
When I called I let the operator know that I was looking for an early check-in because I have two employees that worked all night that need to sleep right away. She made me sign up for the Sonesta rewards, took all of my information took my employees information and then at the end of 20 minutes on the phone told me that they do not have early check-ins. They should respect other people's time and pay attention to the request that's being made.
Date of experience: May 5, 2023
Anthony was professional, kind and very knowledgeable. He answered every question I had and was very patient with me. Anthony went above and beyond to help me get the best hotel for the best rate possible. He also checked for senior citizens discounts and made sure that my room was walker accessible. The FIRST hotel I wanted was full, so he searched for another in close proximity with the same features that I "needed". Anthony deserves a RAISE. He gave me "outstanding" service. You should be PROUD! Thank you.
Date of experience: July 18, 2023
Hi there!
Dillon provided excellent costumer service this afternoon when I spoke with him and he coordinated three reservations for colleagues of mine. He was exceptionally friendly and efficient- both of which were greatly appreciated by me! Very much appreciation his speedy support and friendly attitude!
Date of experience: October 6, 2023
Carlos was very helpful in booking our room for our specific needs during some medical appointments. He offered us to store our luggage at front desk if we needed to as our appointments were going to last past the check out time.
Date of experience: August 25, 2023
Like others I thought I was dealing with the hotel directly ( in this case the Marriott) because of a misleading website. They charge you for so called "Tax Recovery Charges & Service Fees". The fine print says it is for taxes and "The balance of the charge is a fee we, the hotel supplier and/or the website you booked on, retain as part of the compensation for our and/or their services which varies based on factors such as location, the amount, and how you booked." Before you make a reservation make sure you are not dealing with Bookonline.com.
Tip for consumers:
If you think you are booking directly with a hotel from a website, make sure you are not at Bookonline.com
Products used:
Booked a hotel room
Date of experience: July 31, 2022
The company is a subsidiary of agoda.com. Cancellation but no refund was the option when I saw when I immediately tried to cancel and obtain a refund. No way to get through to customer service; I tried to reach them by phone and chat. It's a scam. Facebook should not allow their advertisements which claim to offer a 15% discount. The reality is that the charge is greater than all combined fees. Beware of scam ads on Facebook.
Tip for consumers:
Book directly with the hotel where you want to stay to avoid outrageous fees and no refunds despite stated policy.
Products used:
Online hotel reservation that appeared to be a direct hotel ad for a 15% discount. The fee was the equivalent of an extra night's stay. Outrageous scam.
Date of experience: October 12, 2022
Hi Nancy, currently and at no point in the past has Bookonline.com had an affiliation with agoda.com and we do not advertise on Facebook. Maybe we're getting confused with another company? Regardless, 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
Very pleasant experience with Rachel who very nice and helpful. She was great!
Date of experience: July 3, 2024
I booked a room well in advance (6 weeks) of a family reunion, and thought I was booking directly through the hotel. When my plans changed three weeks later, I cancelled the reservation, but noticed no refund to my credit card. When I called the customer service number, someone I could barely understand told me that I could not get e refund. When I asked if I could transfer the room to another family member, they said they could not do that either. When I pointed out that they literally were charging me $500 for nothing, the barely comprehensible person said that was their policy. Do yourself a favor, and book your hotels either through the hotel directly (these guys use must use bots to get to the top of Google searches) or a reputable booking site with a reasonable refund policy,
Tip for consumers:
Don't
Products used:
Nothing- did not honor my hotel reservation
Date of experience: July 11, 2022
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 Carol, we are sorry you had this experience. BookOnline conspicuously discloses all fees and taxes on its checkout summary webpage before the reservation is completed. 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