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They disguise the site URL to look like the direct hotel website in Google search. It wasn't until I saw the $150+ "tax and recovery fee" on a $214 reservation that I realized something was off. By then I'd already booked. I canceled the reservation, but the site isn't clear on whether or not they refund the exorbitant fees. For comparison, booking directly on Marriott had $34 in government taxes and fees. Bookonline.com is crazy.
Tip for consumers:
Don't. Just don't. Book anywhere else - directly with the hotel, Priceline, Booking.com, Truvago, Kayak - anywhere else.
Date of experience: September 20, 2022
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BookOnline has a rating of 4.6 stars from 4,678 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
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
Great customer service. Felt Tamara understood my "special need" accommodation request and found a place just in time as we were literally driving trying to find a place for the night.
Date of experience: July 15, 2023
Actually how I wanna be treated When I am spending my money. She was pleasant kind knowledgeable And very helpful. If I had a place of business this is the type person I would won't working for me.
Date of experience: August 26, 2023
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
Quick response from Susan very polite. You just felt comfortable in your conversation with her wish I could find more people like her when I have questions or matters to be dealt with. She is a charm
Date of experience: June 9, 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 Eric, we are sorry you had this experience. Just like booking 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 are able to offer 24/7 customer support and operate as an independent travel network. BookOnline conspicuously discloses all fees and taxes on its checkout summary webpage. On the BookOnline checkout page, our site requires each customer to check a box confirming that they have read and understand the cancellation policy before the "complete reservation" button can be clicked. 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