Review of BookOnline: Poses as genuine hotel site then adds crazy fees
Thumbnail of user elissak12
New York
1 review
2 helpful votes
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September 20th, 2022
Verified purchase

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.

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Date of experience: September 20, 2022

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Overview

BookOnline has a rating of 4.6 stars from 4,671 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): 88%
Positive
1,074
Neutral
10
Negative
137
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Reviews (4,671)

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Reviews that mention popular keywords

customer service (516) hotel room (62) reservation process (30) front desk (43) credit card (66) booking process (20) booking agent (31)
Thumbnail of user maryr6316
Texas
1 review
0 helpful votes
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January 8th, 2025
Verified purchase

Very friendly personality and listened when I told them where I wanted the rooms to be more or less located usually through the front of the desk front desk because I am elderly and my sense of direction is not great. They were very understanding.

Date of experience: December 29, 2024

Thumbnail of user nancyf3266
Washington
1 review
0 helpful votes
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January 6th, 2025
Verified purchase

Zoila was so kind and helpful in getting reservations and answering my questions. I appreciate that she was quick, efficient and look forward to going there in a few days.

Date of experience: December 27, 2024

Thumbnail of user patriciac6383
Georgia
1 review
0 helpful votes
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January 9th, 2025
Verified purchase

I called Holiday inn express to book with them how dare you had this go through Expedia this was wrong you NEVER MENTIONED THIS HOW DARE YOU SO CROOKED So I don't get my points even my credit card post shows holiday inn. Call me *******514

Date of experience: December 30, 2024

Thumbnail of user jenh500
California
1 review
0 helpful votes
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January 6th, 2025
Verified purchase

Julie was very helpful and very sweet and pleasant on the phone.
She was careful, thorough, and got everything booked correctly.
Great job! And thank you! 😊

Date of experience: December 27, 2024

Thumbnail of user tanyad469
Texas
1 review
0 helpful votes
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January 6th, 2025
Verified purchase

I called to find a room in Vegas during a very busy time. Ashley went above amd beyond to find a room in my price range and near the location I was looking for. She made it very easy and seemless.

Date of experience: December 27, 2024

Thumbnail of user roberts15938
Florida
1 review
0 helpful votes
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December 29th, 2024
Verified purchase

Shannon did a great job booking our room at the Hyatt Regency SanAntonio Riverwalk. She was very personable and represented the Hyatt Hotel in a positive manner.

Date of experience: December 19, 2024

Thumbnail of user johng11139
New Jersey
1 review
0 helpful votes
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December 15th, 2024
Verified purchase

Very pleasant experience with Kelley while making room reservations for next year She was very helpful and answered all my questions.

Date of experience: December 5, 2024

Thumbnail of user teresac2806
Pennsylvania
1 review
0 helpful votes
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December 26th, 2024
Verified purchase

She was so patient with me and explained everything so clearly. 10/10 would recommend. Thank you Donisha!

Date of experience: December 16, 2024

Thumbnail of user kevinm7425
New York
1 review
0 helpful votes
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January 9th, 2025
Verified purchase

The phone was answered very quickly and professionally. I was given all the information to all my questions.great job.

Date of experience: December 30, 2024

Thumbnail of user gordonv90
North Dakota
1 review
0 helpful votes
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January 11th, 2025
Verified purchase

Super Job on getting my reservation.Explained everything very well in detail and I could comprehend right away.

Date of experience: January 1, 2025

Thumbnail of user suek951
Virginia
1 review
0 helpful votes
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January 10th, 2025
Verified purchase

Looking for an overnight stay in Grant, NM. I called to make reservation and was given helpful information regarding lot size.

Date of experience: December 31, 2024

Thumbnail of user robertr8784
North Carolina
1 review
0 helpful votes
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January 3rd, 2025
Verified purchase

Booked with Tyler as the online system was overcharging the tac/fee.
He helped get me booked at the right price.

Date of experience: December 24, 2024

Thumbnail of user sharonh4799
Rhode Island
1 review
0 helpful votes
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January 5th, 2025
Verified purchase

Very professional as he explained, clarified and recapped the entire booking and answered my questions.

Date of experience: December 26, 2024

Thumbnail of user allisonh709
Oklahoma
1 review
0 helpful votes
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January 1st, 2025
Verified purchase

Christine gave me great customer service over the phone! She was very polite and took time to answer all of my questions?

Date of experience: December 22, 2024

Thumbnail of user mc1698
Michigan
1 review
0 helpful votes
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January 4th, 2025
Verified purchase

Rosangelica was great to work with. The hotel is intended to book with was not available, and she walked with me as we found a better alternative.

Date of experience: December 25, 2024

Thumbnail of user floydb232
Pennsylvania
1 review
0 helpful votes
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December 25th, 2024
Verified purchase

She help with getting the lowest possible price and she explain the cancellation policy to me there I understood the policy.

Date of experience: December 15, 2024

Thumbnail of user gloryn14
Texas
1 review
0 helpful votes
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December 24th, 2024
Verified purchase

10/10! Highly reccomend! Would go back! If you're looking for a friendly and quick easy place nice place to stay this is the place for you!

Date of experience: December 14, 2024

Thumbnail of user lydiar324
Washington
1 review
0 helpful votes
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January 6th, 2025
Verified purchase

Assuring pleasant easy thank you for helping me book for my sister Angelica and her future husband Jacob Truetts wedding February 1,2025

Date of experience: December 27, 2024

Thumbnail of user amandas3346
New York
1 review
0 helpful votes
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October 21st, 2024
Verified purchase

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

Thumbnail of user rubens355
California
1 review
0 helpful votes
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December 15th, 2024
Verified purchase

Great help and very accommodating to my needs.verified all information and ensured to answer all my questions.

Date of experience: December 5, 2024

Thumbnail of user stevens5933
Indiana
1 review
0 helpful votes
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December 16th, 2024
Verified purchase

Person taking reservation. VERY polite. Asked after completion of reservation. THANKme by my name Great asset to Best Western Plus French Lick

Date of experience: December 6, 2024

Thumbnail of user erick2402
New York
1 review
0 helpful votes
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December 15th, 2024
Verified purchase

Wow! Super polite and helpful! Assisted me patiently in finding a room for the upcoming PA conference.

Date of experience: December 5, 2024

Thumbnail of user verniak
Delaware
1 review
0 helpful votes
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November 28th, 2024
Verified purchase

Agent was very helpful and quick. She searched until she found what I needed.
Job well done.
Thank you

Date of experience: November 18, 2024

Thumbnail of user carolync1528
Florida
1 review
0 helpful votes
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October 24th, 2024
Verified purchase

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

Thumbnail of user patrickc3072
North Carolina
1 review
0 helpful votes
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December 13th, 2024
Verified purchase

So patient. Kind Funny. Had some mess up because I described the beds incorrectly. Fixed it. Laughed. All good. Thanks! Promote her.

Date of experience: December 3, 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.

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