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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 4,662 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.
Hung up on me when I was disputing the room rates. Online is quoted $400, on phone was told price would be over $1153. When I questioned the difference, was told to book online and HUNG UP!
Date of experience: January 23, 2024
Hugo was super helpful and had a great personality.
Date of experience: June 19, 2024
Easy to book - pleasant - efficient - smart. I liked her style.
Date of experience: June 19, 2024
BookOnline was incredibly efficient - the whole process was so fast and so simple. And the agent who helped me was great; she made the whole process a pleasure!
Date of experience: January 19, 2024
Scam all the way. Think you're talking to the actual hotel only to find out your an expensive middleman. I canceled the room and called the hotel directly and got the same room for much less
Date of experience: March 20, 2023
Tanya was awesome in getting the reservation settled! We lost electricity and couldn't find a room in Canton, Athens, Terrell, Lindale, or Wills Point.
Date of experience: June 16, 2023
I was sent to the hotel to check to see if I had a reservation and the automatic answering wants a confirmation number and when I couldn't produce one hung up on me
Date of experience: July 28, 2023
Christina was great,
Polite courteous reviewed everything to make sure I knew, and understood the policies were, and where the hotel was, I'd recommend her in the hotel to anybody
Date of experience: February 23, 2024
Nicolas was very considerate in making sure that all of my concerns were addressed. It was a complicated reservation.
Date of experience: March 25, 2024
I spoke with Jennifer who was delightful. Very helpful and I could understand her. The best is she looked and looked and found us the 2 rooms I needed. Thanx
Date of experience: July 20, 2023
Polite, informative, and professional. I felt comfortable with all my questions answered and his patience.
Date of experience: April 27, 2024
We requested a pet friendly room only to arrive to the hotel telling us that you didn't inform them of our pet so they wouldn't give us the room you said was pet friendly.
Date of experience: June 30, 2023
Ashley was able to find us a room. I couldn't
Find my credit card and she was very patient and encouraging while I looked for it.
Unfortunately, I never did find it and couldn't book the room.
Date of experience: November 18, 2023
My experience with Ms. Joycelin, she was super with explanation of my booking. She was people friendly. Something you get less of more and more everyday. She great in her skills.
Date of experience: August 6, 2023
Tnesha was great! She was knowledgeable and able to answer all of my questions! She was patient and kind and able to find us a room! Looking forward to my stay at South Point!
Date of experience: December 12, 2023
Kellee was absolutely amazing! She was easy to understand and quick to get my room reservation completed correctly! She was personable and friendly. You're lucky to have her!
Date of experience: June 29, 2023
Nadia was great made my reservation quickly easily and professionally. She has a great attitude!
Date of experience: June 12, 2024
Since the hotel didn't have the room and said others had the same problem when I contacted the hotel, (The service desk person will cooberate this claim), I canceled immediately within a few hours detecting a scam. I was able to contact them but they wouldn't cancel without charging since it was a non-refundable fee... How can they charge for cancelling a room they didn't even have?... They charged under getaroom.com so I called them. They simply hung up without me being able to tell them they charged me for a room they didn't even have. It says free cancellation but dated 2 days before.
I disputed this and blocked them through my credit card company.
Tip for consumers:
Use a company that allows for their mistakes. Hotels.com, Priceline.com have allowed an accidental click of a non-refundable hotel to be removed of the charge or changed.
American Express has been good about not paying fraudulent charges so we'll see if they are the same for this one.
Products used:
No refund but I assume Bookonline.com is required to have the room that they sold. Since they didn't, I immediately detected a scam and cancelled the room. Allthough the room said free cancellation, it required 2 days and no way to dispute it. Also, a $179 room was overcharged over $244. The charge was made by getaroom.com but again allowed no recourse. It they are part of expedia, I will also need to check with them and possibly cancel my significant business through them. I refuse to be hung up on by a computer with no recourse. I consider that a scam.
Date of experience: April 18, 2022
I was in a hurry and couldn't take the time to find a room. I got a room way cheaper and exactly in the area I need to be to meet my group in the morning.
Date of experience: March 13, 2023
Charged $60 on $100 hotel room after the fact. No transparency. Would not cancel 8 minutes after I placed my reservation.
Products used:
Hotel
Date of experience: January 6, 2024
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, BookOnline is an independent travel network, offering reservations and exclusive deals for more than 100,000 hotels throughout the world. We understand that you were surprised to learn that BookOnline is not affiliated with the hotel where you made your reservation. We are sorry to learn of this misunderstanding. BookOnline tries to be as transparent as possible in disclosing that it is an independent travel network, which is not affiliated with any hotel. We would like to contact you directly to help with your concerns. To keep your information secure, please send us a message with the best phone number to reach you to go over your concerns.
Thank you.