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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
My booking arrangements made with the help of Sonjanique were easy and quick. She was helpful, extremely personable, and so efficient. When my first choice didn't work out - she came up with alternates which were perfect. Thank you.
Date of experience: April 1, 2023
Neal was very helpful and friendly. We talked about the weather in Willits ( which is why we're booking a room….don't want to get stuck home because of snow as we start our vacation tomorrow!) also talked about weather in Boston! A very personable guy!
Date of experience: February 26, 2023
Caesar was friendly and helpful. Nice to hear a friendly voice on the other end. He was careful to make sure I understood the price of both rooms and said he would make a note about our early arrival. He didn't over-promise, " We'll do our best to accomodate to your situation."
Date of experience: November 2, 2023
Neal, was very professional, he spoke clearly and provided the details needed. He was so clear about what type of room I had reserved, price, dates and cancellation policy. I wish all representatives were as clear and helpful as he was.
Date of experience: February 13, 2024
Rude. I was transferred and not told I was going to be transferred. I have been trying for 30 minutes to get a copy of my folio with no success.
I am a diamond member and stay at Hilton properties several times a year. Our company employees stay at Hilton's over a 1,000 times annually - maybe we should switch to Marriott.
Date of experience: January 26, 2024
I thought I was too late to get in on a block of rooms reserved for an event, so I was provided with many cost effective alternatives that would still be well suited for what I needed. In the end there was still availability in the block and Edgar was able to provide a great room at a great rate.
Date of experience: March 15, 2023
Ms. Alicia did a fantastic job while assisting my wife and I in arranging our hotel stay on a last minute vacation getaway. Took the time to hear our request and locate the best priced hotel accommodations to meet our needs. One of the best experiences I have had in a very long time.
Date of experience: April 7, 2023
Barbara did an amazing job trying to find arrangements for the dates we were seeking to check-in. She was enthusiastic and did all she could to try and meet our needs. The days we selected for the Ritz were booked solid. Thank you for searching other nearby hotels. We appreciate your attention to detail.
Date of experience: May 30, 2023
Lauren was so polite and pleasant to work with on my reservation. She was so helpful to make sure I could get what I wanted and at a reasonable price. It was very important that I be close to a particular location and she gave me many options to choose from. Thank you Lauren.
Date of experience: May 3, 2023
Outstanding support by Lindsey! She provided great guidance and was very friendly. Kudos!
Date of experience: August 28, 2024
Booking agent, was so kind and patient to me. Excellent service!
Date of experience: August 28, 2024
Very easy to work with and incredibly helpful. I had to have her wait on the phone for me to track down my wallet and she was very patient and after all that I still had to ask her to change the reservation to a different room and though I felt bad she did not make me feel like that in anyway
Date of experience: September 6, 2023
The employee was very polite and informative.
All the rooms were book, but he asked me to call back in a few weeks to see if there were any rooms. He also asked if there was any other types of rooms or dates that I would be interested in, an told me a little about the area of the hotel and amenities available.
Date of experience: July 31, 2023
Had to make a quick decision to book a room when a family member's flights were suddenly canceled late at night. Made the reservation in real time as the hours passed, and the news didn't look good. Prepaid the room, but she was finally atc2am, able to get the last of two seats available out later that morning. No hotel stay needed. Have been on hold to cancel these reservations for now almost 3 hours!
Date of experience: August 8, 2023
You pushed me into something I didn't want. I got off the phone and realized that that same sale was better on bookings.com. The same website that wasn't updated. I Called 3 different times and got 3 different people and then transferred to A robot who I cannot connect to a person to get my answers. I have never been so humiliated and frustrated at the same time. You guys could have saved me three hundred dollars that would have Helped my family take their memorable vacation that we cant afford to go to another state. If i'm wrong then call me back at *******209. Thankfully I was able to contact the real front desk and was directed appropriately. Again, you should be ashamed
Three hundred dollars goes a long way for my family.
Do not charge me.
Date of experience: March 23, 2023
Room not available, she indicated that they would be ready with a late check in but the reservation was for the next day. The hotel clerk indicated they had not received a call from Paola as she told she had. Very disappointed and I want a refund.
Date of experience: July 28, 2023
I booked a room and the particulars of the rules would have prevented my 18 year old daughter from checking in before I arrived in country. In addition, my daughter was required to present the credit card used for the booking, which was not in her possession. The hotel had a no refund policy but through steadfast efforts, the hotels.com agent was able to cancel the booking for me and get me a refund. I am a happy camper and I applaud the agents work who helped me.
Date of experience: August 5, 2023
Called for a group rate and was transferred to an automated reply for someone already with a reservation.Then it hung up on me. I called back and did get to group sales but have been on hold for 27 minutes so far
Date of experience: August 10, 2023
I wanted to speak to someone higher than him because he gave me a price astronomically high than what was given on the website. I feel insulted and lied to and he refused to help me!
(Play the Recording!)
Date of experience: February 16, 2024
My phone was not responding to some of the prompts and he was very patient with me. Did a super job!
Date of experience: June 10, 2024
I asked for a room large enough for 5 people or adjoining rooms at the grand Hyatt DFW and I got 2 separate rooms at the 2 star clarion. I was told there was a shuttle acceptable seats for a 1 and 4 year old and we got a shuttles with no car seats and barely seat belts. All this aroma were non refundable
Date of experience: June 26, 2023
It is false information that you gave them that resort you say that is a beech front property that is on the golf side when it is actually a bay that they make their own beach by the "resort" people were nice at the place and they had good service with the workers. I won't go again not through y'all especially thank you God bless.
Date of experience: August 31, 2023
Carlos made booking our rooms for ourselves, my mom, and granddaughter effortlessly. Made us feel at peace.
Date of experience: June 16, 2024
She was extremely polite regarding my situation and how she could hmelcme rather than just saying 'there's nothing that we do' something like that She was clear about her and was ready to go through a range of options with me
Date of experience: August 2, 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 Amy, we’re sorry you had that experience. Customer satisfaction is our priority and we will review your interactions with our support team internally and take the necessary next steps. Please message us privately and we can document any additional details you'd want us to note for our investigation.