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BookOnline has a rating of 4.5 stars from 4,528 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 3 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.
The agent I spoke with, Paula, was so accommodating, personable, and professional. She made a rather difficult situation for me, personally, so much easier. Paula is an outstanding member of your team.
The absolute worst experience ever their own operators don't even know how their systems work they made a reservation at a Charlotte area airport hotel. There was no reservation available when we arrived no confirmation number arrived yet they charged not once, but twice …stay away from this scam organization at all costs, I would give them a -10 star review if it were available.
Tip for consumers:
This organization needs to lose all merchant service privileges from all credit card companies immediately
Products used:
Worlds worst service.
The lady booked me seven hours away in a different city. Then seen that in text from hotel, called back within 3 min, told me I was going to get charged one night for short notice cancellation.
It was book 5 min before
Dawn really tried to help me book a certain room. Unfortunately, big event is happening and she tried to give me options. Too bad it didn't work for my plans. I will have to find another date. Our family loves the Gold Dust!
Just booked a hotel room in South Carolina for my daughters wedding in September. Lourdes provided me with great service was very clear, quick and extremely friendly. Super excited about my gift as well.
Very friendly and informative. Answered all my questions
She did a great job. Very professional and extremely nice
Catherine was very helpful and understanding. Really appreciated her help
The customer service agent did not sound very enthusiastic about helping. I usually stay there at least once a month when I am in town for our executive conferences. However, this Marriot representative did not make me want to return.
It was such a pleasure working with Paola.
I am not very phone savvy and sometimes
Things like this are hard for the elderly but
Paola made the transaction effortless! Thank
Wait to meet her when we arrive at Microtel!
Thank you so much!
I usually won't book hotel reservations any more on line because they are not familiar with the property and their goal is to upscale. Many act like a bunch of used car sales people. Without a doubt, Nicole was a true exception. She made me feel good about our choice in rooms and did all she could to help lower the price. It was a great experience.
One word "Awesome ".
She's on point y'all……for someone to do their job as efficiently as she did with me, they've gotta love it or really love the compensation.
She ensure my commute want too long, it's ideally what I'm searching for, based off the series of question she asked, then she diligently narrows her search to the most affordable spot.
Getting all of this in one stop shopping package ain't no task for an apprentice.
We should have someone of this sort fitted in every job description, then we all would sincerely be saying, God as truly blessed America.
Good job Carolyn, keep it up!
I give you 10/10.
Don't worry, I'm a Judge.
Dawn was an exceptional customer service rep - friendly, efficient and professional. The call was answered within seconds. Dawn listened to my travel schedule needs, then searched surrounding areas to source the best hotel deal. Her immediate follow up was terrific. Since additional travel plans were still pending, Dawn sent a text link so I could easily book the great hotel deal directly once plans solidified. This is what a customer experience should be - a pleasant, helpful experience with a person who demonstrates by tone of voice, questions and recommendations that they sincerely care about the customer and take pride in providing exceptional service.
Mervin did an excellent job helping me cancel my reservation. He was friendly, knowledgeable, and helpful in every way. He made the process quick, easy, and painless. I really appreciate his assistance.
I made an error in my booking date and needed help. After over an hour on waiting on "live chat" and multiple automated emails, no response EVER other than automated ones on both platforms saying they would review and get with me. They never responded. The wrong reservation went through, the money lost. If you have an issue, do not expect any help. Sad a service department is ran this way.
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.
I booked and was hit with more fees. I also thought I was booking a refundable room and when I checked out it was changed to non-refundable. I emailed right away asking for a refund and didn't hear anything until they chat room was open. Angelo told me it would be refunded, and my money would be back on my credit card. Two days later, I received an email stating I was getting a voucher and no refund. Why would I want a voucher for somewhere with horrible customer service and larger fees?!?! I will never use this site again and will share with all of our competition cheer friends.
Hi Nicole, we’re sorry you had that experience. We structure our site in a way that all costs are fully disclosed on the checkout page after all dynamic variables (room type, person count, number of nights, etc...) have been selected. After this step has been completed BookOnline discloses all costs clearly on the checkout page and we require every customer to click an open box agreeing to the pricing, terms, and cancellation policy associated with the reservation. Bookonline.com will not allow a customer to move forward and complete the checkout process without agreeing to the pricing, terms, and cancellation policy. We've reviewed your reservation and replicated your order and everything is working as designed. Because of the confusion, we have given a voucher for future use on our site in good faith.
Thank you,
BookOnline
The customer service rep who helped us make our reservations over the phone was cheerful, helpful, knowledgeable and professional. She took time to patiently work with me to get exactly the type of room reservation I needed.
Avoid this place at all
Costs …. They trick you into thinking your getting a great deal. Mine happen to be 133 a night, then they tax you 80.00! Wtheck! It was 6 families that booked through other entities and payed same "deal" and only payed 150 bucks with tax. My total was 213!
Customer support then says "not our fault " you should have seen that. You mean I should have seen in tiny print you all are swindlers! Do not I repeat purchase from here. Even the hotel was mortified.
Products used:
Booking services
Well, the booking agent told me that there was two complementary bottles of wine. When can we checked in when I got to the hotel they don't know anything about it. So I think that was a ploy just to get us to come to this particular hotel, I don't appreciate that at all.
I'm old and cannot do things online and he was very considerate. Very nice about making sure I knew everything that was going on & up typing in things… he made me feel not so bad by saying it happens all the time which... What a cutie.
Zoila booked us in, found us a great room and price with limited rooms available. We have used this hotel for years to break up our trip to see the grand kids in Albuquerque NM. Always first class treatment, great breakfast and clean rooms. Always a small side talk when booking to make you feel like part of the family. Highly recommended.
So, I generally have issues with ordering online. Also, when you try to call, you usually get an automated runaround. Not with this place. The woman that helped me was awesome. She was pleasant, courteous, professional, and super helpful. Thank you so much for being a real person and helping a first time visitor out.
It was the most pleasant and awesome experience I have ever had in making reservations. Grace was unbelievably attentive and patient in helping me secure accommodations adequate for our short stay. Would recommend her to facilitate customer service training to new employees because she was great.
Gain trust and grow your business with customer reviews.
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 Eric, we are sorry you had this experience. Just like booking through a hotel directly, BookOnline must charge its customers for all applicable taxes, including any hotel taxes. Additionally, by charging a service fee for all of its 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. On the BookOnline checkout page, our site requires each customer to check a box confirming that they have read and understand the cancellation policy before the "complete reservation" button can be clicked. 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.
BookOnline