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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 4,657 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.
Gustavo was very patient and helped me during a very stressful situation. He found me the best hotel located where I needed to stay at a great rate!
Thank you!
Date of experience: March 6, 2024
Raul was professional and helpful during my time with him. He was patient as I tried to explore all my options with booking this stay. Congratulations on an excellent job!
Date of experience: March 1, 2024
Hugo was amazing! Best booking experience ever! I was trying to book on my own but all available accommodation were full. He searched for me. How sweet!
Date of experience: April 18, 2023
When I called to make a reservation for Tru by Hilton all rooms were booked. Emilio helped me find and book another hotel in th e area! He was helpful, friendly and had wonderful manners!
Date of experience: May 16, 2023
Outstanding customer service. Nicole was very knowledgeable and only took about 5 minutes to book 2 rooms. Very clear communication too! Best hotel reservation experience I've had in years!
Date of experience: March 24, 2023
We needed some information regarding our stay at Riverside hotel on Las Olas, in Fort Lauderdale, Florida.
Brandon was very polite and informative. It was a pleasure to deal with him. Thanks Brandon.
Date of experience: July 6, 2023
Excellent in all respects. Denise did a fine job. I'd been trying to get this fairly simple reservation on other sites for over an hour. It was simple and quick with you.
Date of experience: July 14, 2023
Ashley was on the ball, friendly, informed, professional, and took care of everything easily. If all of your staff are like her it will be a great place to stay.
Date of experience: July 11, 2023
Two thumbs up on her. She was super helpful and amicable. It truly added value to my purchasing experience and I am comforted knowing such competent individuals exist.
Date of experience: May 19, 2023
Friendly, positive and helpful. She answered all my questions and made arrangements so we would not be disturbed by noise from the ice machine, elevator or road.
Date of experience: April 5, 2023
Joyce was very helpful. She is an asset to your booking hotels. Customer service is better served by live people who understand travel and destinations.
Date of experience: July 26, 2023
Booking agent, Crystal was knowledgeable of the hotel & its amenities. Patiently answered all my questions and made our reservations quickly and efficiently.
Date of experience: September 14, 2023
Probably the easiest booking experience I've ever had. Angelina has clear communication skills and listened to my needs! She's very good at her job and I appreciate great service!
Date of experience: March 28, 2023
Easy process. Fantastic vibe with booking agent, Jamie. Answered all of my questions and provided me with the best service I could ask for. Thank you, my team will really appreciate their stay.
Date of experience: January 29, 2023
Very friendly, patient and kind! Just what we needed when trying to get home and having a stop because of an ice storm in our path. She was wonderful! Thank you!
Date of experience: January 31, 2023
We were all trying to get to a certain middle location anyone else would have dropped the call! Not Miss Rachel she was patient understanding and went out of her way to help
Date of experience: May 3, 2023
Arrived at hotel. Had to re register and go through the entire process again as my reservation had been cancelled. Started a snowball effect of continued issues.
* BookOnline attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: February 9, 2023
Agent Starr gave excellent customer service. She was very detailed oriented, she put me at ease that I would get follow up information within 24 hours with more details.
Date of experience: May 8, 2023
Awesome experience booking. Justine was knowledgeable and eager to be of help. Genuine goodness flowed through the phone. I've never felt so great after making a reservation. Great Job
Date of experience: August 29, 2023
Claudia didn't understand the nature of my call and immediately transferred me to an automated line that was impossible to access without a reservation number which I obviously did not have.
Date of experience: August 31, 2023
Spoke very clearly and explained options easily.
I was asking questions about location she took time to pin point exactly the information I needed.
Her effort helped me to book your hotel
Date of experience: July 16, 2023
Joel made our reservation even though I had the wrong number off the web. He made it so easy as we are rushed at making plans for a funeral. Thank you to Best Western overall. Always a pleasure.
Date of experience: May 29, 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.
