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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 4,661 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.
Michael was professional, helpful, kind and patient with me as I made reservations for an upcoming wedding. He explained everything thoroughly and made sure I was well taken care of.
Date of experience: September 8, 2023
The person who made our reservation was polite, spoke slowly, was patient and clear with instructions. He stayed on the line until he was certain I received confirmation. Very impressed!
Date of experience: August 2, 2023
Lydia is really nice to work with. Smart and very patient, since I'm prehistoric with phones and things. She got my reservations finished quickly and professionally.
Date of experience: March 28, 2023
An absolute pleasure and surprise to enjoy the booking process,Fawn is a super star of an asset to your organization! Thank you for taking the time to insure outstanding service!
Date of experience: March 21, 2023
Edgar was so helpful. Very patient and professional while finding the right accomodations for our upcoming stay in Seattle in August.
Date of experience: May 7, 2024
I tried to make the reservation online but couldn't finish. When spoke to my agent she was polite, helpful, thorough and was very easy to understand what she was saying. Spoke clear English!
Date of experience: March 24, 2024
I reserved my room through then and was charged 284! But when i arrived to check in the hotel bill was only 200! And I couldn't cancel because same day reservations have to be canceled 3 days before the reservation date. Worst $#*!ing reservation website. Don't use this $#*!. Go to the hotel and do it in person to avoid scammers like this.
Tip for consumers:
Don’t $#*!ing do it
Products used:
Hotel reservation
Date of experience: June 25, 2022
He did a great job very professional took care of everything with ease and set up a early check in no problem
Date of experience: April 23, 2024
My experience with you was horrible, because of you we are being charged 3 times for a room, and I get to deal with it. And when we got to the hotel we didn't have a reservation. You did us no favors
Date of experience: August 11, 2023
They make it look like your clicking on the hotel website to book. They work with a third party call getaroom.com. Charged $300 in 'fees' over what hotel actually told me their price was. Couldn't cancel without getting no refund. Spent over 2 hours on the phone with bookonline.com and got hung up on. Total and complete scam. Do NOT use this website or getaroom.com. BEWARE!
Date of experience: April 14, 2022
They hijacked the hotel's website (thought I was making directly with Four Points Hotel in San Diego CA) they claim full refund on cancellation, they did not honor! I was more than 30 days out from hotel stay date when I needed to cancel my stay because my dive trip was canceled. *I was told no refund, no credit toward another stay, no rebooking for a future date! More than 30 days out!* Look at all the terrible reviews! A Class Action Lawsuit should be filed against this fraudulent company! Never use Bookonline.com SCAM!
Tip for consumers:
Go to hotel website directly
Products used:
Was supposed to be a hotel stay
Date of experience: August 30, 2022
Pedro was able to provide me with my reservation # and a copy of my room reservation in Bakersfield at the Best Western Plus Hill House, 700 Truxton Ave with in five minutes of my initial call. His service was excellent.
Date of experience: June 11, 2023
Samantha was amazing and the only reason we booked a hotel. She helped us to find what we were looking for, troubleshoot it as needed, it was 100% perfect.
Date of experience: March 2, 2023
Brandon was very quick to answer any questions I had and also did exceptionally well with helping me find hotels comparable in price and rating to one that I had stayed in before.
Date of experience: July 24, 2023
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
Friendly and helpful. Good job, Heather! So easy, so simple, and all my options explained. Happy to know I can cancel up to the day before my trip and get 100% refund on my 3-night stay.
Date of experience: June 26, 2023
Pleasant efficient and kind. She handled everything with respect
Date of experience: June 29, 2024
Excellent service. Leo was very helpful and answered all questions.
Date of experience: June 28, 2024
Very friendly. My flight got cancelled at midnight so needed a hotel. Alrhough alfeady 27 June, over.the phone.she explained.it was.for 26-27. I got to thr hotel and.they could not acxomodate me because the reservation waa made for the 27th (checkin after 3 pm)! So I had to go back and sleep at the airport as all.other hotels in the area were.booked! My flight isn't until 2pm! I should not incur this.charge!
Date of experience: June 27, 2023
I cannot believe how helpful Ada was and how patient she was at my asking questions, please put a letter of recommendation on her file for her professionalism, keep up the good work… Thank you Ada.
Date of experience: April 13, 2023
I was able to book this reservation directly with the hotel which I really appreciate. Robert was courteous, answered all my questions, and was efficient. All very much appreciated!
Date of experience: August 24, 2023
Carolyn was extremely nice and very helpful. I appreciate the convenience of not having to make several phone calls and figure out the distance and rate of each hotel.
Date of experience: April 15, 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 Leslie, we’re sorry you had that experience and we apologize for any confusion during your experience on our site. As a travel network, we feel that we have a number of ways that provide transparency about who we are to attempt to remove any confusion for our prospective customers. We place our branding BookOnline prominently on every page of our website. Also, we have clearly displayed a tagline at the top of every page on our site that reads, “Bookonline.com is an independent online travel website offering access to over 100,000 hotels worldwide.” If you made a non-refundable reservation, this would've been clearly displayed on our checkout page at in your reservation confirmation details. 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.