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As stated in previous comments, my fees/taxes were almost $100 more than what I could have booked through the hotel. On top of that the hotel allows for cancellations and Bookonline.com does not. There was no breakdown of fees, so when I saw the bill later I thought there must be an error because the taxes and fees were over 75% of what my nightly rate was! The booking was $144/night and the taxes/fees were $108/night! Through Marriot directly the taxes/fees would have been $13/night at most. I've tried getting in touch with customer service several times, but keep getting the same robot generic response back. The only reason I'm writing a review here (First review I've written ever maybe) is because I've seen them respond to some of the poor reviews given here. I'd like to recover my almost $800 extra I spent on this 8 day booking. DON'T BOOK HERE. There are plenty of better options.
Date of experience: November 7, 2022
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BookOnline has a rating of 4.6 stars from 4,678 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
The worst customer service ever! Your customer service representative hung up on me on numerous occasions so many that I lost track of how many. I ask for a number to a specific property that initially he gave me the wrong number, then he proceeded to tell me he texted me the number and I should read my text instead of calling him back. I explained that I was driving and it was easier to call versus reading a text. He then started leaving the call on hold then picking it up and hanging it up. I am livid that this is the type of customer service that Marriott is giving. This arrogant, representative even said he was the supervisor so he didn't care if I reported him. Wow, great leader to have employees to follow. This is beyond disappointing, disgusting, disheartening and unacceptable behavior for any employee.
Date of experience: February 2, 2024
I explained to Emily my experience to date and my predicament (finding nearby lodging for Syracuse's 2024 graduation). She worked to find the right location and quality I was looking for. By the end of the call we were laughing and I had my lodging confirmed. It was a great experience. Emily was nice, knowledgeable, insightful, and as helpful as anyone I've ever interacted with on the phone. Thank you again Emily!
Date of experience: May 27, 2023
The best of the best so far and the service was so far the best ans kelllee was very helpful with all the details and specific about the room and she help me pick the best room that fit my need and
Date of experience: July 20, 2024
Helen got my reservation confirmed using the same credit card information the online system rejected. What's even better, she got me the same rate the online system said was expiring. She put in a note that if ground level was not available, put me near the elevator.
I felt she really wanted to help me. She was friendly, kind, professional, and courteous. She was amazing!
Date of experience: December 11, 2023
Thank you so much for being such a great help. I was trying to book on line and wasn't able to secure the rooms I needed. Rochelle was so nice, sweet and patient with me. She walked me through the entire process. The world needs more people like her.
Date of experience: January 18, 2023
Very nice agent booked me for the wrong night! She told me how to take airport shuttle to hotel and when I got there they had no vacancies. Had to look for hotel at 11:00 at night then fight with the third party booking group after waiting 40 minutes on the phone to get a refund. Avoid 3rd party book we a very hard to fix problems!
Date of experience: June 27, 2023
My experience depends on whether I am being charged $14.41 for a
"plan " that allows me to cance my resv if needed. If so I don't feel like those details were explained. I will be canceling my resv if that is the case.
Date of experience: April 21, 2024
Ms. Cat was the BOMB. COM she had so much Patience with me in helping me find the best rate for my stay and not once did she sounded as if she was tired of me. Ms. Cat's voice is the voice you want to hear when you call for assistance. I felt as if I knew her ALL of my life and I have never seen her nor spoken to her until this evening..
Date of experience: June 27, 2023
I had many questions and a special request. My first choice did not have a the room that met my needs, but the representative looked through several facilities to find what I wanted. She was patient, determined to satisfy my requests, and had a cheerful and pleasant way of relating with me. I called my review Best Ever because this was the best booking experience I ever had. From now on, it's Bookonline for me.
Date of experience: August 15, 2023
Nicholas, was the person that helped me make my reservation. He was very helpful, l had not made thise type of reservation before. He was very through in his explanations he answered all my questions. So now l have complete making the reservation, thank you Nicholss
Date of experience: April 11, 2024
I had a really great experience trying to book a last minute room at the Comfort Inn in Palm Dert California. The gentleman walked me through the entire process and with his help I was able to get it booked. Thank You!
Date of experience: June 18, 2023
I needed a room for myself for 4/2I - 23. I have other family members who will also be joining me during the same time period@ the same Hotel. Your patience and kindness was truly appreciated. The options you suggested were also helpful.
Date of experience: April 3, 2023
I called to get some Hotel pricey, info, and pet policy fees, Jacob was extremely helpful & professional! He kindly took his time which I greatly appreciate I have not booked yet because I have more homework for this trip, but I'm grateful for the extra info!
Date of experience: March 12, 2023
Rochelle booked me a room in a specific hotel that I was having difficulty booking myself online. She was not only able to book it, but double checked to make sure everything was correct and I was able to get a discounted rate. I appreciated Rochelle's great service.
Date of experience: July 1, 2023
My 5 year old grandson had to sleep on the floor because I was assured a sofa for him when I booked, and there was only a chair! For the price I paid, you would have thought something simple like a sofa would have been an easy task.
Date of experience: May 27, 2023
Brandon said that I was being charged $800 for the stay but $200 would be credited back after I check out. I asked him twice since I had also a browser pulled up in Best Western webpage and it was only charging me $600. I told him I'm fine to use the web browser since it is $200 less. I called twice and now I am not credited the $200. That's dishonest.
Date of experience: December 11, 2023
Michelle was so helpful! We honestly were not going to book at The W due to the first call we made the Customer service rep was rude and hung up on us! Michelle was amazing, very respectful and knows her job well!
Date of experience: January 2, 2024
Karen was great and so very helpful while we tried to find a hotel for a few days in the area. Appreciate that she was willing to take her time to find us just the right set up close to where we needed it and within our budget. She was very pleasant, very polite, very helpful and wonderful to work with. Thank you.
Date of experience: March 10, 2023
This young lady was patient and very experienced to make me feel comfortable and safe with the website and finding me a hotel at affordable price she has made me feel to use this number for booking again thank you
Date of experience: April 19, 2023
We enjoyable stay we enjoyed all different of a good hotel and was very pleased with the consideration and concern of your employees in everything and get a very nice job thank you very much hope to be back soon
Date of experience: August 20, 2023
Abigail didn't amazing job in helping to meet my needs. She went above and beyond many that I have talk to you today to try to find a hotel that would fit my needs. She provided excellent customer service. Lynn
Date of experience: February 8, 2023
Dawn was absolutely terrific helpful with securing me a room and fantastic rate. It is absolutely a pleasure to hear a kind voice on the other end of the phone and answering all my questions with patience. Thank you Dawn!
Date of experience: August 22, 2023
Tell me about the menu at the casino which helped knowing where and what to eat so thank you very much.
Date of experience: June 12, 2024
Paige was fabulous. Her skills & customer service far exceeded expectations. It was late and raining and a somewhat long & trying day. Paige is a bright spot of sunshine and we are grateful. Thanks so much.
Date of experience: June 17, 2023
I was convinced to make a reservation through this third party and my room had no AC on the first night. The hotel is willing to comp me for the first night but can't because my reservation was done through this third party. I have contacted them 3 times about this with no resolution. All I get is the run around. Very unprofessional will NEVER use them again.
Date of experience: July 21, 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.
