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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 4,658 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.
We had never made a same day reservation before and were apprehensive regarding the entire price. We received friendly and prompt advice from start to finish.
Date of experience: April 10, 2023
Received some valuable information and a most friendly style of conversation which allowed me to make a comfortable decision about my next stay. Kudos to Claudia!
Date of experience: August 17, 2023
The person that I spoke with wasn't able to give me the reservations I needed and I understand that. What I didn't care for was being cut off when I spoke and not being listened to where I had to repeat myself.
Date of experience: September 13, 2023
I am stuck at the Mexico City airport and needed a reservation for right now. I expressed to the agent the situation and she booked it for 3pm check in but it's 2am now smh. Now they want to cancel my reservation but they have taken my money and I am still stuck.
Date of experience: August 7, 2023
They look like a real site and I was sent there from the Fairfield site. Charged me an extra 200 plus and would not cancel it. I'm going to dispute this part of the charge thru America express. I was in a hurry and had to stay in my own home town, our water pump went out. Then I called back again and offered me a 15 per cent discount and I took it. But I'm still going to dispute this. People need to know this. Some how they need to be caught.
Date of experience: March 11, 2022
They charge almost 50% 'service charge' on top of hotel bill for very poor service & can't answer questions about hotel. And if cancelling they keep the tax recovery & the fee. Book directly with hotel, much cheaper, better & more helpful service. Will NEVER use them again.
Tip for consumers:
Don’t use this site. Book directly with hotel. Cancellation policy is misleading
Products used:
Hotel reservation
Date of experience: May 15, 2022
I commented Wildins for being very professional, patient and kind in assisting me in making hotel reservations. He explained well the info I needed. I'm very satisfied!
Date of experience: April 9, 2024
Very satisfied. All my questions were answered. It was a pleasure to speak with Wilding. He displayed a lot of patience. And he met my needs in getting all my information, and repeating it back to ensure all was correct. No complaints.
Date of experience: April 9, 2024
Let's begin with him not understanding my English. His English was not the best either. Then he tried to answer questions for me and to top it off he hung up before I secured a reservation.
Date of experience: November 8, 2023
, this is by far the worst company to do business with, they will have every excuse in the book for not refunding your money,you would have to die to get a refund, total crooks...
Date of experience: January 15, 2024
Excellent customer service!
I certify that this review is based on my own experience and that I am in no way affiliated with this business, and have not been offered any incentive or payment from the
Date of experience: October 19, 2023
Very helpful and friendly service with booking my room. Didn't see a way to book online with the pet fee included so Tim quickly booked it for me over the phone! Looking forward to my stay
Date of experience: May 4, 2023
It was a pleasure talking to Jose, he was kind and very professional, while being down to earth and having patience within an old guy like me.
Date of experience: May 27, 2024
Terrible booking platform with NO refund policy for your booking. Can't even find a human to talk to. The Hotel you book can't help either. Buyer beware these folks are swindlers.
Tip for consumers:
They say they have the no refund policy because of the extreme discounts they get on the rooms. That is just not true other sites have similar pricing and they offer a free refund.
Products used:
Booked a hotel room through bookonline.com. They have fine print talking about their no refund policy.
Date of experience: April 21, 2023
Sounds like your talking into a can. I can hook up a string through 2 cans and have a better conversation. Not helpful when asking about government rates or military discount.
Date of experience: June 6, 2023
Excellent service, helping me to find the right place in a busy area.
Appreciate the Reps friendly, professional manner that was above and beyond to make sure I got a booking.
Date of experience: June 9, 2023
Lauren was a very polite and helpful representative of your hotel…. Upbeat and friendly personality…
Helpful with information., bing bang boom the job was done…hold on to this one…,
Date of experience: September 5, 2023
Your fees are 60% of my daily rate. Did not realize I was not booking directly with the hotel. Could have saved $250 booking with Southwest and getting rewards. Can't believe you cannot cancel within one hour of getting confirmation.
Date of experience: August 29, 2022
We're coming to NYC to visit our daughter living in the East Village. Becky made the booking experience Easy, fully explaining All details & costs. I hope The Standard East Village will be as enjoyable as Becky was.
Date of experience: March 11, 2023
She had an accent that was a bit difficult and spoke too fast… moving on before I could interject any questions.
Date of experience: June 6, 2024
Hid their non-refundable "Recovery fee" of over $100 by combining it with taxes. There is no explanation on what the fee really is, which is pretty much the fee for booking through them. That is $100 for a $300 stay. Booking with them is more expensive than through the hotel.
Avoid using this company. Check their reviews and you will see I am not alone in what they do.
Tip for consumers:
Avoid this company.
Products used:
I rented a room for 2 nights at Home2Suties
Date of experience: December 2, 2022
Was very easy to make reservations with. Looking forward to our stay in September.
Date of experience: July 4, 2024
Called to inquire about hotel rates and assistance. While working the call we were hung up on. Not sure it was disconnected or what but a little disappointed.
Date of experience: April 12, 2024
I called to make an appointment the gentleman was absolutely utmost professional. Answered any questions I had and I definitely believe he's a great employee.
Date of experience: October 12, 2023
Lindsey was pleasant, patient and helpful.
I would recommend that travelers and visitors who need to inquire about info on the hotel speak with Lindsey.
Date of experience: May 30, 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 Theodore, 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. With that being said, customer satisfaction is our priority, and we would like to help. Please provide us with any documentation to support your complaints above, as we have not been able to find this behavior on any reservations. 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