Review of BookOnline: I tried to cancel after seeing that the price was $75 more than the quoted price
Thumbnail of user rogern275
Wisconsin
1 review
2 helpful votes
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July 22nd, 2022

I cancelled my room after seeing the extra $75.00 they charged. Now I am out $243.57 and have no room available

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Date of experience: July 22, 2022

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Overview

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

Positive reviews (last 12 months): 87.9%
Positive
1,075
Neutral
10
Negative
138
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How would you rate BookOnline?
Top Positive Review

“Great Service!”

Susan M.
12/16/24

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

Date of experience: 12/6/24
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Top Critical Review

“BEWARE THIS COMPANY IS A SCAM”

Lynne F.
12/13/24

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.

Date of experience: 11/26/24
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Reviews (4,661)

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Reviews that mention popular keywords

customer service (515) reservation process (30) front desk (43) credit card (66) booking process (20) booking agent (31) hotel room (62)
Thumbnail of user rhondag557
Mississippi
1 review
0 helpful votes
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June 29th, 2024
Verified purchase

Hugo was super helpful and had a great personality.

Date of experience: June 19, 2024

Thumbnail of user richw280
Pennsylvania
1 review
0 helpful votes
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June 29th, 2024
Verified purchase

Easy to book - pleasant - efficient - smart. I liked her style.

Date of experience: June 19, 2024

Thumbnail of user cortneyp19
Georgia
1 review
0 helpful votes
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January 19th, 2024
Verified purchase

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

Thumbnail of user carhye
California
1 review
0 helpful votes
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August 30th, 2023
Verified purchase

This was weird. Wanted to book a room and this guy said he couldn't help with comp room at this, your main number for reservation! He said he didn't have any other number and hung up!

Date of experience: July 31, 2023

Thumbnail of user erich2243
California
1 review
1 helpful vote
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April 19th, 2023
Verified purchase

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

Thumbnail of user customers248
Customer S. – BookOnline Rep

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.

Thumbnail of user nicholasp695
Texas
2 reviews
0 helpful votes
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June 16th, 2023
Verified purchase

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

Thumbnail of user kimberlyf1375
Ohio
1 review
0 helpful votes
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August 27th, 2023
Verified purchase

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

Thumbnail of user anthonybg
New York
1 review
0 helpful votes
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February 23rd, 2024
Verified purchase

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

Thumbnail of user lisat2667
California
1 review
0 helpful votes
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April 4th, 2024
Verified purchase

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

Thumbnail of user lynnh951
Massachusetts
1 review
0 helpful votes
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July 20th, 2023
Verified purchase

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

Thumbnail of user karenv1504
New York
1 review
0 helpful votes
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May 7th, 2024
Verified purchase

Polite, informative, and professional. I felt comfortable with all my questions answered and his patience.

Date of experience: April 27, 2024

Thumbnail of user bobbyc402
Pennsylvania
1 review
0 helpful votes
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June 28th, 2024
Verified purchase

Awesome support fun to talk to made everything easy

Date of experience: June 18, 2024

Thumbnail of user shawnl466
Tennessee
1 review
0 helpful votes
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July 30th, 2023
Verified purchase

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

Thumbnail of user pamo279
New York
1 review
0 helpful votes
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November 18th, 2023
Verified purchase

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

Thumbnail of user cookeys
Washington
1 review
0 helpful votes
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August 6th, 2023
Verified purchase

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

Thumbnail of user patm1195
Missouri
1 review
0 helpful votes
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December 12th, 2023
Verified purchase

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

Thumbnail of user priscillap172
Maine
1 review
0 helpful votes
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June 29th, 2023
Verified purchase

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

Thumbnail of user matthews3208
Nebraska
1 review
0 helpful votes
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June 27th, 2024
Verified purchase

Easy and quick. Price I little higher than expected online price.

Date of experience: June 17, 2024

Thumbnail of user tinap780
Colorado
1 review
0 helpful votes
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March 24th, 2024
Verified purchase

Jose was very knowledgeable, patient and very helpful. I will call back tomorrow with more information in order to make reservations. Thank you

Date of experience: March 14, 2024

Thumbnail of user joannep607
Florida
1 review
0 helpful votes
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June 22nd, 2024
Verified purchase

Nadia was great made my reservation quickly easily and professionally. She has a great attitude!

Date of experience: June 12, 2024

Thumbnail of user danc1298
Minnesota
1 review
0 helpful votes
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April 18th, 2022

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.

Service
Value
Quality

Date of experience: April 18, 2022

Thumbnail of user jons1007
North Carolina
1 review
0 helpful votes
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March 13th, 2023
Verified purchase

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

Thumbnail of user sonia.jass
New Jersey
1 review
0 helpful votes
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January 30th, 2024

Charged $60 on $100 hotel room after the fact. No transparency. Would not cancel 8 minutes after I placed my reservation.

Products used:
Hotel

Service
Value
Quality

Date of experience: January 6, 2024

Thumbnail of user ireneh344
Mongolia
1 review
0 helpful votes
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June 28th, 2024
Verified purchase

Very efficient, very professional, he is an asset to Marriott

Date of experience: June 18, 2024

Thumbnail of user nancys4203
Texas
1 review
0 helpful votes
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June 27th, 2024
Verified purchase

Excellent - Robert was very cordial and efficient
Excellent customer service!

Service
Value
Quality

Date of experience: June 17, 2024

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From the business

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.

Company Representative

Thumbnail of user customers248
Customer S.
Typically responds within 2 days

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