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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
I was told all that would come off my card was the $29.99 booking fee and to pay the rest when I arrive at the hotel. I just looked on my bank card and the booking fee and total of the hotel was already taken off my card. Now it says I still have to pay at the hotel as well. Not happy
* BookOnline attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: March 15, 2023
I called To make a reservation over the phone while a severe thunderstorm. Came down while we were on the phone. I am terrified of storms and he stayed on the phone with me. The until I could pull to the side of the road to safety to complete the transaction. I have bad anxiety and he was so kind. Thank him personally from me and he deserves a raise and to be acknowledged for his excellent customer service
Date of experience: July 22, 2023
I was not sure my booking went through so I called and I spoke to a gentleman who is very polite and helpful. He assured me my booking went through, and he went above and beyond to help me get the room I wanted. I am so pleased. Thank you so much Brandon you deserve five stars. And a huge hug!
Date of experience: July 24, 2023
BEWARE! OVER PRICED FEES! So I booked last minute because they had the room I needed. The fees were like double but needed this room so thought it was a mistake. I was very very wrong. Once we got there the place was degraded and poorly managed. I checked with others staying there and their fees were half what I paid on this site. This sites fees are about double most other booking sites. I asked for an itemization and they denied it. No help what so ever. Bad Booking Site! I gave them 3 chances to make it right.
Date of experience: April 20, 2023
Cristopher was a great help with booking us our hotel. I had never booked one before and we were so tired after driving 16 hours and he was so patient with me.i appreciate the kindness and patience so much.
Date of experience: March 18, 2023
Explaining a problem I have about a missing confirmation number the agent just hung up. This happened 3 times with different agents. Hanging up on a caller is a rude. Will avoid doing business with BookOnline in the future
Date of experience: June 7, 2023
Cory was VERY NICE and patient with us helping to make our vacation possible and starting us on a great journey.
If I could have given him a 10 he would most definitely have gotten it.
Thanks Cory for all your help.
Date of experience: August 27, 2023
The hotel rep was very personable. Even though we had a poor connection he was to figure out what I needed and helped me make a booking with very little difficulty. He was very friendly and patient, even though I had to frequently repeat himself because of the poor connection.
Date of experience: October 28, 2023
I was trying to make reservations for a conference and was told the hotel was full. I worked with Corey and he found me just the room I requested but needed to adjust dates. Very accommodating and kind.
Date of experience: September 6, 2023
Emily explained everything, got us what we needed (no pets allowed hotel) at a decent price, precisely where we needed to be
Date of experience: June 18, 2024
Reserved a room. I was told I could cancel. Decided to drive further. Reserved another room by calling hotel. Called back to cancel the first booking and only then was I told there was a cancellation fee of 30%. I will never use your service again
Date of experience: July 9, 2023
Elisee did a great job helping me book my rooms! I needed two rooms for two nights, and one room for one night. He made the process quick and easy and double checked all aspects of my reservation before booking. Thank you!
Date of experience: July 12, 2023
Terrible service. Called as website wasn't working. When she quoted a different rate than online I disputed the amount and was hung up on. Rude and disrespectful.
Date of experience: April 30, 2024
Opare did a great job helping me to book stays for 6 people. We are staying both on the way up and the way back home. I tried online first, but the website wasn't very user friendly when it came to booking handicapped accessible rooms or 2 different styles of rooms. Opare did a great job getting it done for me. I'm hoping we can have either adjoining rooms or rooms very close to one another on the same floor as we are traveling with children.
Date of experience: June 26, 2023
He did just what I needed and wanted. He knew his job, and a person who took pride in his job and it was not what you get in today's society. So glad he was the person that took care of me. You are extremely lucky to have a great young man in employment
And is, 1 of a kind not what your competitors have and sets you way ahead of them.
Date of experience: March 24, 2023
My experience was efficient, pleasant & helpful.
I tried to book through the 800 number & got disconnected & was in queue for an hour. I was very pleased to be taken care quickly & get the accommodations I needed.
Date of experience: August 9, 2023
I wanted to call the hotel. I called the number on the website. I was not given a voice mail option to reach the specific hotel front desk. The reservation line could not even tell me the number to call. After waiting, the agent advised me to look in the yellow pages. Not her fault, I guess, but the system should be changed.
Date of experience: August 8, 2023
This was an ongoing difficult experience. The quality inn phone number is 775–4 28–0300. I had called it for four hours, and kept getting a busy signal. So I had to resort to call the new reservation line. Pamela had no ability to confirm my reservation and when she called the number she got a busy signal also.
Pamela was at least the third person I talk to. The first person gave me the wrong phone number to the Hampton Inn in Fallon, and the second person I talk to hung up on me.
And overall very frustrating experience
Date of experience: June 24, 2023
I was calling to get a room at the Grand Hyatt at DFW. I was told that there were no rooms. When I asked if there was some way to get one, like a cancellation, I was told to "plan ahead"!
I don't feel I need to justify any further why she gets a poor review. BTW, I called the hotel direct and they found a room for me!
Date of experience: September 2, 2023
I have diabetes and specifically asked if the hotel had a fitness center. I use exercise to help maintain my blood sugar after I eat.
After I had already prepaid and checked-in I realized once I got to the room that there was no fitness center.
Date of experience: July 26, 2023
Called for assistance with booking a hotel in Jacksonville NC at EMT rate. Was told that the only discount offered from Hilton was Sr Citizen. Then "transferred to customer service" which ended up being a recorded line that asked me to enter my reservation number.
Date of experience: December 27, 2023
Booking a room was easy and Daniel was very helpful with finding us the right place to stay. The room was clean and the bed was comfortable. Breakfast was actually really good too! We Will remember this place when we come back.
Date of experience: February 10, 2023
Nicole could read my mood and knew that my humorous voice while making truly $#*!y comments. She laughed. I liked that. Nicole also gave me the direct line to the front desk at the hotel I'll be at, which, I will make known, is freakin' not available in Google's wealth of knowledge. She deserves a raise. She should still work with people, but she deserves a raise.
Date of experience: March 17, 2023
The agent was very affable and extremely helpful. His professional attitude was self evident. His manner and demeanor was of the highest standards. He adds new dimensions to the concept of professionalism. Possess managerial qualities others should emulate. Promote well ahead of his peers based on his demonstrated superior skills
Date of experience: July 1, 2023
I'm a Hilton honors gold member and wanted to book my rooms and Garcia was not helpful and ask me to tell the desk that. That's absurd and I never have had to deal with that. I'm very disappointed and when I asked why he hung up and sent me "how'd I do" text. Garcia, you failed.
Date of experience: August 26, 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.
