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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 4,694 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
Candice was a great help. I had my check in day wrong and she went back and corrected it, no problem.
Date of experience: April 9, 2023
Jamie was pleasant and efficient, got me the hotel info I was looking for quickly. It's nice to have good service!
Date of experience: January 30, 2023
Carlos was super helpful and made it easy to book a room for my husband myself and our dog! Thank you
Date of experience: February 16, 2023
Your staff person was very helpful in completing my arrangements. I appreciate her politeness and helpfulness with questions.
Very nice experience.
Date of experience: April 26, 2023
Spoke with Lindsey to book hotel rooms in Kissimmee Florida. She was very helpful and friendly, a pleasant and knowledgeable agent.
Date of experience: May 22, 2023
Andrea was helpful, thorough and super nice. I had a very good and easy time booking my hotel room. Thank you!
Date of experience: May 3, 2023
Becky was really helpful and friendly. I was able to find the right hotel for our stay because of her help.
Date of experience: March 4, 2023
Poor experience consultant rushed me off the phone and hung up while I was still deciding what I wanted to do
Date of experience: June 16, 2023
This is not the reservation you seek. They use bait and switch to steal your money. Beware of fees and charges
Date of experience: September 2, 2022
Extremely fast, and painless process. Patient and respectful, while I try to make decisions, including reviewing the star ratings with me.
Date of experience: June 23, 2023
Trivia was great after I struggled with your website! Real person who knows her job and a pleasure to speak with!
Date of experience: June 3, 2023
Very Pleasant. Candice searched other hotels in the area after informing me the hotel that I had requested was not available.
Date of experience: March 30, 2023
I wrote this but want to make sure you give Caesar h due recognition for a first rate job
I am old -he did not make me feel incompetent
Date of experience: August 19, 2023
Service was awesome. My questions were answered throughly and phone numbers provided to customer service.
Date of experience: April 18, 2024
I received excellent customer service from booking thru check in. My suite was clean and immaculate. I highly recommend.
Date of experience: January 23, 2024
I stay in a hotel 20+ nights a year and sometimes it's hard to keep track of reservations. I accidentally booked a room twice, not realizing I had booked thru the hotel 6 months ago. Today I booked online, not realizing I was not on the hotel website (I swear I followed the hotel website link but apparently not) I booked the reservation ($1100) was fully charged. Later today it dawned on me I must not have booked thru the hotel website because it's usually not prepay. I do some digging and realize that I A) did not use hotel website B) already had a reservation, which Is $500 cheaper because I booked months ago. Called customer service the same day reservation was made, and told I can cancel but it is non refundable and its my fault for not reading the fine print. I'm pissed and my credit card company is disputing the charge. Fine print says they follow hotel cancel policy (which is 1 day prior) then further down it says non refundable. I am not traveling until July, well within the cancel policy of the hotel. They are sneaky and unreasonable. Mistake happen and I literally called a few hours after I realized my mistake. Customer service agent didnt good english, wouldnt let me speak to a manager (dont even care if im being a karen)Won't ever book with them again!
Tip for consumers:
Don't use bookonline.com
Products used:
Hotel w
Date of experience: March 16, 2022
Santiago was very professional, polite and knowledgeable.
He addressed all of my concerns in a timely fashion.
Thank you, Santiago!
Date of experience: July 3, 2023
Wonderful very polite and knowledgeable. Answered all my questions. It was a pleasure to reserve a room. Thank you much.
Date of experience: June 13, 2023
Very helpful, polite, and understanding. He went out of his way to accommodate what I was needing and sneered questions.
Date of experience: June 22, 2023
Rochelle was helpful, kind, and professional. She went above and beyond to help find the best room for my needs.
Date of experience: May 17, 2023
Cesar was a pleasure to work with. Very friendly and knowledgeable. I am looking forward to visiting Riverside Quality Inn
Date of experience: July 24, 2023
Carlos, was very polite and very informative. Spoke clearly with all information about the hotel. What a asset to have.
Date of experience: April 12, 2023
Thought I was calling the actual hotel but got this online booking service. She was great. Very happy & carefree.
Date of experience: June 15, 2023
Enrique has a great personality! He gave attention to everything I asked for, and assured me of a happy vacation!
Date of experience: July 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 Patrick, we’re sorry you had that experience. 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 and have no motivation to "bait and switch." 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.” Finally, just like when you book through a hotel directly, BookOnline must charge its customers for all applicable taxes, including any hotel taxes. By charging a service fee for all reservations, we are able to offer 24/7 customer support and operate as an independent travel network. BookOnline conspicuously discloses all fees and taxes on its checkout summary webpage. 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.
Thank you
BookOnline