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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 4,597 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.
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This company responds to reviews on average within 2 days
My husband made a reservation months ago, but had issues when he arrived. They only had $1,200 a night suites available. While my husband was at registration trying to reserve a cheaper room, I called and spoke with Vanessa. She was able to book him a reservation for 3 nights at the Cosmopolitan. My hubby was able to walk over and check in immediately. After a long flight, finding a reasonably priced room was a relief.
I mistakenly booked a hotel room on this website and paid in full at the time of booking. When I checked out of the hotel 3 nights later I was told that my payment had not been received and that I needed to pay for my stay with another credit card. I have filed a complaint with the Better Business Bureau.
I was looking for a motel in Lakeland and was told nothing was available. He then told me he had a motel 20 miles from Lakeland. I told him that is too far as I am concerned about being able to get gas. Then he said he had one 10 miles away. This motel is 25 miles away. The OYO Motel is the worst that I have ever stayed in. They don't clean the room and I was told it's my responsibility to "catch" the cleaning lady to get clean towels and trash bags. I am here for work and am not here in the daytime to "catch" the cleaning lady. They also have no ice machine. Terrible experience after going through a disaster in Florida. Also it was very sneaky how your # came up when I was on LaQuinta website and thought that I was calling them.
Date of experience: October 14, 2024
BookOnline masquerades as the hotel website, doesn't make it clear you are paying in foreign currency and is appalling with processing a refund.
21 business days after cancelling my booking I'm still waiting and now intend to report this site to the Australian Government website Scamwatch
Date of experience: August 26, 2024
My representative was not pleasant, was difficult to understand, and my card was charged for a different amount than what I thought she said. When I questioned it she refused to discuss it. I asked to be transferred to a supervisor and was disconnected. I have called back and they were unable to verify if I had a reservation for the type of room I agreed to, and now they have to review the recording of the call before they will address my concerns. I would give 0 stars if available.
Date of experience: September 25, 2024
Laurie recited her speech too quickly and charged me for a reservation protection that i clearly stated i did not want. Called several times Monday regarded getting a refund and Laurie being one of the one's that answered the call refused to listen to me and said i needed to call another number and hung up on me. Fortunately i got Brett when i called back and he did a fantastic job getting me my refund within a couple minutes.
Date of experience: August 13, 2024
Jesmae made many mistakes while taking my reservation...too many to list here. Suffice to say she booked me at the wrong hotel even though she repeated my reservation request back to me several times. It wasn't just the wrong property of the chain... it was a completely different hotel chain. When I saw the confirmation texted to me, we were still on the phone and I told her it was incorrect. She claimed the hotel chains were partners! I knew to hang up and call back to get it straightened out. She had no idea what she was doing. It took many calls before reaching a representative who helped. Good news is that I was emailed this morning that I will get a full refund because of agent error. I thank them for that.
Date of experience: October 4, 2024
The person helping us to reserve a room on the phone was very nice. The frustration came when we would just about be done reserving and he'd say, oh, it just got taken and we'd start over and go through the process, and the same thing would happen as we were finalizing the reservation. It finally accepted the reservation on the 3rd try! Each time he'd try putting it through again, the price would go up. He would say it's because it's the weekend. But why the rise in the rate each time for the same size room? Just frustrating! Again, our assistant was kind and courteous though!
Date of experience: August 16, 2024
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.
Products used:
Booked accomodation which they cancelled and then did not provide a refund. They also charge insurance without your approval. You cant use the insurance because they cancelled the booking. SCAM
Date of experience: November 26, 2024
I just called to add an extra night to our existing reservation. Lauren was very kind and helped me do this without any stress. Thank you Lauren, I really appreciate your assistance!
Date of experience: December 10, 2024
Absolutely terrible! Tracy Pearl booked me at the wrong hotel in the wrong state. I wanted to be booked at the Fairfield Inn & Suites Carlsbad San Diego, CA and not New Mexico. Can you or someone please contact me to fix this so that I can reimbursed. Confirmation number *******
Date of experience: August 1, 2024
Lauren booked a hotel and guaranteed me that if I needed to cancel that all I had to do was call them before 3:00 day of check in. When I tried to cancel I was told it is a non refundable reservation even though I called by 1:00 and also had refund protection that I was charged an extra $20.00 for. I have been over two months fighting this company and they refuse to honor their policy and will not refund my money.
Date of experience: October 10, 2024
Patrick helped me get setup for a stay next year! He was professional and courteous and took care of everything. I always love staying here when I can! Thank you Patrick!
Date of experience: December 12, 2024
Telephone operators are just inflexible and parrot themselves over and over instead of reaching out for additional help. All cheap rooms and deals taken, was there only 1 room discounted?
*Information redacted by admin
Date of experience: October 3, 2024
Roxanne is an asset for yours or any organization fortunate to have jer in their employ.
Roxanne should continuing with course to advance her through your fine company.
Date of experience: September 28, 2024
I recently used this site to book 3 nights stay at the Berkeley Hotel in Asbury Park New Jersey. I was repeatedly lied to about the ridiculous fees that I was charged, I was told I was speaking to the Berkeley Hotel front desk, which I was not, and I was told I would be able to cancel the reservation with 24 hours notice, which was also untrue. Due to this booking agency, I was charged over $5000 for three nights stay in a mediocre hotel. Avoid using this site at all costs.
Tip for consumers:
The intentional deceit that we experienced is horrendous.
Date of experience: September 19, 2024
Called after needing a hotel because of Hurricane Helene. Kennedy worked with us to find one within an hour of our location with what we needed. Saved us from sleeping in our car.
Date of experience: September 27, 2024
Lied about pricing and sent to wrong motel and not just once second person did the same lies lies awful never again will deal with this service. Awful
Date of experience: October 4, 2024
Miss Daneisha is exceptionally wonderful at her job, she should be training your other phone representatives. I hope she is receiving great bonuses and/ or incentives!
Date of experience: December 10, 2024
We called for a room at one hotel and they were full. Tyler was able to find us another one quickly. We didn't have to hang up and start calling other hotels. That is a plus in my book!
Date of experience: August 22, 2024
Julio C. Was extremely, quick, thoughtful, and caring when it came to my family escaping the hurricane heading toward our home. Forever grateful for the calmness he brought to our family.
Date of experience: October 8, 2024
This was the 14th hotel I called today and everywhere else told me there wasn't anything, but Luis did everything he could to help me find an availability and was very professional and helpful the entire time I really appreciate him going above and beyond to find me a place and make sure I was taken care of.
Date of experience: October 1, 2024
I spoke with Alexandra, as she was very pleasant as well as professional. She answered all my questions and advised I would receive a follow up email regarding room rates.
Date of experience: September 4, 2024
Our call with Grace was amazing. She was very helpful and worked to give us the best deal possible and meet all of our reservation and check out needs.
Date of experience: October 5, 2024
It was a very pleasant experience booking with Lauren. You don't often come across someone who makes you feel like you want to buy the hotel. We need a lot more agents like Lauren. Thank you Lauren.
Date of experience: October 24, 2024
I feel cheated. I was very explicit that I wanted a "refundable" reservation. Julio Cesar said yes, yes. And now I see the "non refundable" reserve. I want to sue you.
Experience: the worst
Date of experience: September 19, 2024
I was looking for a reservation on Saturday night late and I failed to be able to do it online. The young lady who took care of me on the central reservation line, Regina,was outstanding. She did a fantastic job was polite calmed me down and she is deserving of all praise she can get.
Date of experience: July 20, 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.
