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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
People looks like that is almost dead answering the call. I was trying explain my situation and we could notice already the lack of patience to even hear what's going on to see if we can or not make the reservation. After this call for sure I had the sure time not make the reservation at this location.
Date of experience: July 15, 2023
I called he reservations number and Francis answered very politely. I had just decided to stay the night & needed a room. He was very understanding and helpful. He was able to get me a room and it all too less than 10 minutes! Thank you Francis! :)
Date of experience: June 28, 2023
Brandon was so friendly and helpful, while still being a professional. A rare commodity these days.
I am a very young 72. He did not call me "Dear". He did not speak to me as though I only had 1/2 a brain, or as if I was invisible.
Bravo, Brandon! And I thank you.
Date of experience: August 27, 2023
My wife and I are attending a wedding in Tomball. I called several hotels for a one night stay. When I reached Neal, I got great customer service. He helped us check for early arrival and I booked the room from him. I appreciate all of the information Neal gave me. He is very knowledgeable and professional.
Date of experience: October 31, 2023
I told him I wanted one room king bed and one room two queen, he confirmed verbally and when I got the confirmation email it is for two king beds. I called back and that person could fix it and was making it way more complicated. This is not a good service.
Date of experience: June 12, 2023
I am a visually impaired woman who was having problems, maneuvering through the website, and Emilio assisted me and getting the best value for a room. Throughout the transaction, he was very personable and friendly and wanting to help. I would recommend him to any of my peers, friends, and family. Thank you Emilio for your kindness.
Date of experience: April 7, 2023
The person who made my reservation told me I could cancel by tonight at 6 pm without any penalty. I called back in about 1 hour which was 11 am to cancel and she said I would get a refund of 1,666,68 in 3-7 days! If she had told me initially I would be charged before our arrival I would not have made the reservation! I asked to speak to her supervisor when she got rude with me and she said she is the supervisor. I said I want to speak to your boss. Everybody has one. She assured me she does not because she is the top supervisor. I was speaking and she kept interrupting me saying ma'm three times. I said you're interrupting. Me and being rude. She said she told me the money came out when reservation was made. I asked if conversation was recorded because she absolutely did not tell me that. She continued being rude until I gave up and hung ip. She needs to find another job because she clearly is not suited to this one!
Date of experience: December 20, 2023
This is the most horrible ghetto looking rooms I have never seen for $254.74. The curtains are half way off of the rod. If there are bedbugs in this room, I will make sure this place is closed down. The desk person allowed us to see the room then tell us we can't check in until 3:30pm.
Date of experience: August 19, 2023
I called to make a reservation, and Edgar was the single kindest, most pleasant, cheerful, yet most professional and efficient person I have ever had the pleasure from whom to book a hotel room. He deserves a bonus/raise!
Date of experience: March 17, 2023
I called three times for information before booking my reservation. All three of the gentlemen I spoke with were knowledgeable, friendly, and very helpful. Rommel was the person who actually booked my room and he was very patient and great to work with.
Date of experience: October 17, 2023
I am super happy with the service that I received from Jeannie. She had a very professional tone she was patient with me while I've inserted my credit card info. She found me a great rate. Jeanie was a pleasure to work with.
Date of experience: August 30, 2023
*update: I have received a full refund*
I made my reservation for one night on 6/17/23. I arrived at the destination and they could not locate my name or reservation number. I have messaged, emailed, and called bookonline's customer service and have not received a response. I have been on hold for 30 minutes and may not have a place to stay for the night as they will not answer any form of communication for support.
Products used:
N/A
Date of experience: June 17, 2023
I couldn't understand the rep I spoke with. He spoke too fast. I also do not like that my card would be charged before I even stay so I did not book. I won't use Marriott in the future if this is there booking.
Date of experience: February 9, 2024
She is a very joyful and nice person. I found out a very pleasant experience talking with her. I am a senior and do not travel very much and she made this a very pleasant experience to book a reservation which I do not do frequently!
Date of experience: February 16, 2024
Great personality,patient with the clients, looks very hard to find you exactly what you looking for it was a great pleasure speaking with her today and it's my pleasure to say a very well done job thank you so much for your time and patience
Date of experience: February 22, 2023
I was in a bit of a panic as we hadn't booked a room for the same day. Robert was patient and helpful and searched until we found one that met all my panicked needs. Thank you for your professionalism!
Date of experience: May 19, 2023
I tried to find out about group rates for a reception in the area and didn't get anything useful. Still inquiring. I am currently deployed so I can't call 800 numbers
Date of experience: April 19, 2024
Booked a room for $253.30 a night and when I got my confirmation there was a 137.70 tax and recovery fee. I instantly requested a cancelation and refund because this amount was not disclosed, and they refused the refund but canceled the reservation saying they would send me a voucher instead. No customer service and hidden charges. Stay far far away
Tip for consumers:
stay away unless you like hidden fees
Products used:
none
Date of experience: February 19, 2023
We tried to book online with no joy. Decided to call for a reservation with great joy. Neal responded to our request of having a room with a view. He gave us several options with amenities and a total cost. He showed professionalism with a sense of humor. We feel excited to be able to celebrate my birthday in a beautiful room on a beautiful property. Thank you.
Date of experience: October 13, 2023
I hate doing a lot of things online. I had a very bad experience in the past that has mad me extremely cautious! Carlos was very patient & did a great job of getting me a room! The high cost surprised me because online it was $210 & that included taxes!
Date of experience: March 13, 2023
I called the number associated with the hotel and did not understand that it transferred to a site that charges a $20 service fee.
The person was friendly and helpful but didn't disclose the fee. It only appeared in the email confirmation. Probably will cancel and save the $20.
* BookOnline attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: February 22, 2023
I made reservations for tonight and she made them for tomorrow. After I asked for a refund she said she made a new reservation without telling me the amount made another reservation but I never received any information besides a refund request so now I'm not sure if I have a room reservation for tonight.
Date of experience: January 31, 2024
I have been a long time member of Marriott n this was the hardest reservation I have. I could. Not understand the accents of both first person n supervisor n then they wanted me to text in my credit card which I am not willing to do n one of the reasons I talk to people. He seemed unable to understand so I just hung up.
I have also found none of my direct booking on Marriott Bonvoy n trying to get a call. I have several reservations to make.
Date of experience: January 26, 2024
Scott did everything perfectly. He provided options. He had an easy demeanor. The whole experience was good. He is an excellent representative of your company. He should be looked at for promotion. Good employees are hard to find. Exceptional ones should be acknowledged.
Date of experience: May 19, 2023
Shalina was amazing. She had no rooms for us but looked and found me a room close by and booked it for me
We were very thankful as she was the only one who was helpful after trying 4 different places
Very appreciative
Date of experience: September 12, 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 Jacob, we are sorry that you’ve had a negative experience on our site. We have reviewed your site experience and complete transaction on our site. We have confirmed that our checkout worked as designed and we disclosed all fees, the cancellation policy and our terms/policies on the checkout page. You accepted these terms before you completed your transaction as part of our checkout process. You chose non refundable inventory, but we still offered you a voucher for future use in good faith.