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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
He went over and beyond to help me out and gave me an amazing experience. I would come back.I haven't even been in room yet but if the staff is friendly and helpful as Vandell I can't image how the staff would be.
Date of experience: March 24, 2023
Reservations were made for a hotel that did not have any rooms available. Cancelled in the correct timeline and still have not received a refund 4 days later. Have been calling and emailing nonstop and keep getting the run around. People on the phone say they can't help and every email just gets a response that we received your request, reply with any comments. TOTAL SCAM COMPANY! We contacted AMEX to file a dispute and have been refunded what they were trying to steal!
Tip for consumers:
That they are not reputable. It appears that you are going straight to the hotels website instead of searching like other travel websites. It is very deceptive.
Products used:
Nothing, we reserved a room at a hotel that did not have any to sell. They sold us something that was not available to them.
Date of experience: June 23, 2023
I called an Allison was the one supposed to be helping me. Well she didn't. Because of her I thought I had a reservation at the extended stay America suites at 9000 Tinicum Blvd, Philadelphia, PA and she never confirmed it with my hotel and when I got to the hotel I had issues trying to get a room because they were completely out of rooms for the night and next few days. So she charged my credit card with a fee of over 400 dollars for me to show up, waste gas, and not receive my reservation. You shouldn't hire incompetent people. In fact you should fire her because I know if this happened to me from her behalf then it must had happened to other people she was "helping". She is not good at her job, quite the opposite. I am completely disappointed at Allison.
Date of experience: June 27, 2023
He booked me a reservation at a hotel that was over a hundred miles from where I was at. Then told me it was just a few miles to get there. I had been lost and it was after midnight when he did this. Now I'm broke down on I 75 waiting for AAA. I want a refund.
* BookOnline attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: March 12, 2023
The booking agent was impressive patient very courteous and exhibited great competence in trying to satisfy our needs a very worthwhile employee and very superior in comparison to my usual experience with others in the same occupation
Date of experience: June 6, 2023
Jeannie was very helpful. She listened to my needs and was able to accommodate my request. I appreciated that she also notated in the hotel reservation notes that I needed first floor due to a bad knee.
Date of experience: February 1, 2023
She answered the phone and I could hardly understand her. I'm not sure why I could hear every breath she took but it was like she was blowing into the phone mic. I also think she was eating. I honestly was discussed with the experience and did not want to talk to her at all. So I said goodbye and hung up.
Date of experience: August 19, 2023
Was trying to reach the front desk of residence inn in Pasadena... both times I explained that I may have been connected to the wrong number and asked how I could get a hold of the front desk and both times, they strait up hung up on me
Date of experience: November 22, 2023
I called at 3:00 am to request a room to get some rest as I am on a cross country trip from Texas to Boston with my two pet dogs. Scott told me there was a pet friendly room available at the Days Inn at Wyndham. When I arrive the guy at the front desk was very rude and told me I could check in until 3 pm later in the afternoon! He also informales me I would be charged additional fees for my dogs. When I called for customer support the guy on the line was condescending, told me he was unable to transfer my call to a manager or supervisor and that a "review" would need to be conducted before they could determine if the would return the $103 charged to my bank account for a room I could even use.
Worst. Experience. EVER!
Date of experience: May 20, 2023
I called to ask if the hotel I booked was non- smoking and he refused to tell me, and referred me to the online description. After going back and forth he said this is not a help line and he didn't care if he was rude.
Totally not helpful and will never call again!
Date of experience: May 13, 2023
It was very comforting getting someone to help and someone that didn't mind taking the time to work me. I felt very lost when booking for the 1 Inn were quickly booked up. Kellie was very helpful in helping me find other reservations at a nearby inn. I am very grateful and thankful. Thanks again Kellie
Date of experience: July 2, 2023
I am not happier with the service of this company or the way they treat are military service employees. When I ask to speak with a manager I was hung up on. As a rewards customer I will not be returning to your company
Date of experience: July 4, 2023
Pleasant to speak with and explained new procedures I was not familiar with.
Date of experience: August 25, 2024
We are frequent guests at the Springhill Suites in Columbia MD and have always been extremely satisfied with everyone from making reservations thru check out.
I spoke with Opare to make a reservation and cannot believe that she is a reservations representative for the Springhill Suites. She needs extensive retraining. She was rude and hung up on me. I did call back and had a very pleasant experience with Jada. We have our reservation and are very appreciative for her professionalism. It's people like Jada that makes an Opare experience forgettable. Thank you Jada.
Date of experience: June 9, 2023
We were 10 hours out and needed to make a reservation for our two-day trip home from a great Florida vacation. We had stayed at a Country Inn & Suites in Chattanooga before and requested the same place. We knew it had a Cracker Barrel in front of it. Juan found it for us. Great job.
Date of experience: February 27, 2023
I called in with the one 800 number to make a reservation for a hotel in Zachary Louisiana. The hotel reservation person was excellent. She made small chitchat, which I did like actually made it a pretty good day to talk to somebody over the phone.
Date of experience: June 28, 2023
Personable and knowledgeable. I strongly feel Hampton Inn misrepresents themselves as the website price us grossly out of balance with the actual prices. I found out that the price on the holiday express website was what it really was
Date of experience: November 8, 2023
I wanted to schedule a hotel room for a few days in Green bay WI. Because I was going to see the Packers play. I'm from Scranton PA. And didn't have a clue where to stay. A women by the name of Emilee guided me through the process and she was wonderful. I felt very confident after placing my reservation thru Emilee and very happy I did. She truly is an awesome employee and person and you are lucky to have her!
Date of experience: July 12, 2023
I needed to cancel a booking. On the phone I was told to press 2. I did that and it was a disaster. I was disconnected repeatedly. I am not
Going into the whole mess. I decided to call back and press 1 for new bookings and I got
Andy who was very professional and did everything correctly. Thank God for him.He
Was outstanding.
Date of experience: June 18, 2023
I was talked over the entire time. Mr. Cory (the representative that "assisted" me) continously tried to finish my sentences and book a room that didn't meet my criteria. After calling the hotel the following morning I found that the room was incorrect and the specified occupancy was wrong. I also inquired about military rates and reward points which were not applied until I called the hotel again.
Products used:
None
Date of experience: August 4, 2023
The woman I spoke to helped me out to find a room very close to the casino because the rooms at the casino were a little too steep and price for us she was very pleasant and I really appreciated her help and cheerful attitude
Date of experience: October 9, 2023
My wife and I called to make reservations for a stay in the Boston Massachusetts area. Cynthia helped us resolve a scheduling problem, and consolidate reservations to make our visit to the area simpler and therefore more enjoyable. She did a great job.
Date of experience: September 29, 2023
Mike Edwin is a real asset. He is excellent at his job. I am so grateful for his service. Please let him know how amazing he is and how happy I am with his service. A big thank you from Isabella Di Florio.
Date of experience: April 28, 2023
In the entire booking process I was never told by anyone that the reservation made is Nonrefundable And that my CC would be charged full amount same day. I tried to cancel reservation 20 min later and now cannot. Your company is Scamming people
Date of experience: November 27, 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.
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