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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 4,692 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
I spoke with Catherine earlier this evening. She was so very helpful, pleasant and professional while helping me make my reservation!
Itinerary #: H750-8641
Date of experience: October 16, 2023
Crystal was very helpful and informative, Look up information to see if i could use aarp. Found me the cheapeat rate even with my Sherman (dog) included
Date of experience: September 6, 2023
Navar was quite helpful this evening! My daughter had just told me how beautiful the hotel is and I decided to see if we could stay for Hanover's graduation weekend.
Date of experience: October 1, 2023
I made a reservation on BookOnline at 7:00 p.m. last night 3/28 and received the confirmation at 7:01 pm. I immediately noticed the date on the confirmation was incorrect. The reservation was for 3/28 instead of 4/1. I immediately called the customer service number on my confirmation and explained to the girl that the date was incorrect and asked her to cancel that booking and reschedule it for 4/1. She said, okay I will put in a ticket. I followed up with, " I would like you to cancel it while I'm on the phone as I do not want to be charged for a hotel room for tonight." She assured me that as soon as she hung up she would take care of it and send me a confirmation email. I did receive an email with a confirmation of my request, but my room was never canceled and my bank account is being charged for the room. I have tried several times today to get someone to help me and everyone I speak with (most of them working from home on headsets that crackle and are very difficult to hear) cannot help me. I am so frustrated. I am not going to give up on trying to get my money back, but they are certainly not making a good impression on their customer service end.
* BookOnline attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: March 29, 2023
The Hilton guest relations member was awesome she worked hard to find me a room at the last minute for a great price.
Date of experience: April 25, 2024
If I would have known this is a third party I would have never gone ahead with the reservation I end up paying over $200 a day for two rooms which is over $2,000 for 5 days on a rip off!
Date of experience: July 21, 2023
I was lied too I asked if this person worked for the hotel and was told yes
I asked for a room with jacuzzi tub and this hotel does not have them
Date of experience: May 17, 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
Found me a hotel with a room when most were booked! Shanell was wonderful and very helpful great personality!
Date of experience: April 19, 2024
The lady I spoke with, named Anafranil was very clear on understanding what I needed and was very helpful & patient with me getting my reservation lined up on the dates I needed.
Date of experience: May 5, 2024
The Guy I talked to could not give me any information on the place that I was trying to rent a room from and then got a huge attitude with me and hung up on me
Date of experience: August 22, 2023
Spoke with representative at BookOnLine who charged me 30% higher than the price I received when I called the hotel directly. He also said that I needed to call the hotel to get a rebate for my AARP discount.The hotel told me they could not do anything with the BookOnLine reservation. I cancelled the Book On Line Reservation and made the reservation directly with the hotel. When I cancelled the reservation with Book On Line an hour later, I was informed that they could cancel the reservation but that there was a 30% penalty which would be deducted from my credit card refund. They overcharged me, gave me misleading info, tried to give the appearance that they were representatives of the hotel I had wanted and then wanted me to be penalized $682.20 because I cancelled the reservation. They won't get away with their scam! Stay away! Try to reserve directly with the hotel or with a reputable company like Travelocity, Hotels.com, Travago, or Booking.com.If BookOnLine does not retund the entire charged amount, I will dispute the payment with my credit card company. Who told me they would stop payment. BookOnLine should pay me for the frustration they caused and all the time I wasted. They do not deserve any stars!
Tip for consumers:
Stay away!
Products used:
Hotel reservations directly from hotel.
Date of experience: August 28, 2022
She was very nice and helpful. Tried to get us the most affordable room which I very much appreciated!
Date of experience: March 18, 2024
I got disconnected twice, but once I was on the phone with Tamara she was incredibly helpful and able to assist me with the two reservations I needed to make.
Date of experience: May 4, 2023
Maisey was very helpful, pleasant, and patient. I am a senior citizen I'm my 80s and I appreciate being treated like I'm still an important person. Maisey did a great job.
Date of experience: May 3, 2023
Pleasant efficient and kind. She handled everything with respect
Date of experience: June 29, 2024
Very friendly and very helpful. Makes me want to choose comfort Inn first when booking rooms in the future.
Date of experience: March 15, 2024
I needed to reserve a room at the Erwin Hotel on Venice Beach in California. The reservationist was helpful and patient. The process was quick and painless…the cost of the room not so much hahahahah
Date of experience: August 30, 2023
Attempted to use this site to make a booking and found out the hard way that this service is fraudulent. When I attempted to contact a human associated with the company about my complaints and to request a refund, I ended up having to pretend I was a potential customer just to get a foreign answering service to take my call and whom then transferred me to "customer service." Side note, I asked the "customer service agent" to provide me with a direct number to customer support in case I were to be disconnected and she couldn't provide me with one.
After spending time providing them with evidence that I should be given a refund, the agent "Shandel" put me on hold to speak with her manager, whom subsequently refused to take my call or provide me with their name. I've reported BookOnline.com to the FTC, Google (whom shamelessly let this company promote ads), and will be filing with the BBB after this review.
DO NOT LET THIS WEBSITE SCAM YOU!
Tip for consumers:
Don't, it's a scam.
Products used:
Hotel "booking" and "customer service."
Date of experience: April 27, 2022
Very helpful after Expedia failed to complete the reservation
Date of experience: June 28, 2024
Excellent service. Leo was very helpful and answered all questions.
Date of experience: June 28, 2024
The associate was very polite and solved my issues very quickly.
Date of experience: June 27, 2024
Polite, informative, and professional. I felt comfortable with all my questions answered and his patience.
Date of experience: April 27, 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.
