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I try to book directly with the hotel and their website had me thinking I was. I made an error on my dates and immediately contacted them to fix the mistake. They were argumentative. I insisted on speaking to a supervisor and was placed on hold and eventually hung up on. I called right back and had the very same experience! There is no customer service here! I would never use them!
Tip for consumers:
Don't do it!
Products used:
None!
Date of experience: May 18, 2022
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BookOnline has a rating of 4.6 stars from 4,649 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
We tried booking at a Toronto hotel but there was no availability Joyce, in Reservations at the Canopy Hotel, was a terrific help. She checked throughout other establishments until we found what we were looking for. She saved us time, and was most pleasant and helpful! Thanks Joyce. Bruce and Susan McKie
1 star only because they dont allow negative stars. This company is operating with misleading and deceptive practices which are illegal in Australia. The only way to stop or limit there scam behaviour is to warn people. I made a booking with Bookonlie.com not realising they were an american website. They charged american $ for a booking in Australia for an Australian hotel. They also charged over $50 aus for insurance which I did not select. When I call and complained they chose to cancel my booking. I DID NOT ASK FOR THE BOOKING TO BE CANCELLED> So now i have lost over $600 and have no accomodation. Numerous calls to - yes you guessed it a Phillipino call centre - i have had no help. They tell me someone will call me back but it has now been over 2 weeks. The last call centre person tried to assure me they were a highly professional internal company. MMM you would wonder if this was correct why they would need to steal from people.
We were told we would have two queen beds. They were full size! Room smelled of smoke. Drapes were ripped and dirty. When booked we were told it was pet friendly. At check in they said they are not pet friendly.
Date of experience: June 16, 2023
I'm trying to find a room for a seminar with Northwestern Anesthesia. He didn't try to help me find a room in that block and quoted me the week for $******* and not even sure if it's location is where the seminar is being held. He had an arrogant tone when I questioned the price for a block room amd when I said nevermind, he just disconnected the call.
Date of experience: September 8, 2023
I had ******* points and the guy on the phone sold me a room for $232. After hanging up, I reserved a room using my points…. Done deal. The guy on the phone was a thief. Not impressed. He sucks! Fire his thriving butt.
Date of experience: September 4, 2023
I have had multiple issues with hotels.com so i moved forward with calling the hotel and asking several questions for safety and all questions where answered. Also Rosangelica lives by her name she was very professional ery clear and very assertive. An angelic customer service help i have ever received.
Date of experience: September 1, 2023
I called and Amanda was a delight to speak with. The original agent that i spoke to was rude and gave me a number to call that was not live. Amanda took the time to explain what your service actually is and helped me find the information i needed.
Date of experience: April 18, 2023
I had two different dates I needed to book a night hotel for and I have to say that Lauren did an amazing job at making this easy. I gave her the hotel I wanted for one of the nights and then I needed her to find another closer to an event I was going to and she hooked me up. Thanks again
Date of experience: July 30, 2023
I had made a reservation, but did not have a reservation number on hand because BW mis-transcribed my email. I'm disappointed that BW did not call me when the reservation email bounced, but the agent did a terrific job of sorting things out.
Date of experience: June 8, 2023
For a change it was a pleasant experience having a room booked over the phone. Michaelecenkov has a good grasp of English and was very helpful in reserving a nice room at a reasonable rate. I actually enjoyed talking to him.
Date of experience: December 6, 2023
Kimberly to my opinion went above and beyond to try to help. She listen to my needs and did all she could to find a hotel and long term parking with shuttle service to airport. Unfortunately she could not find a hotel that offered all of my needs through your agency. She did call a hotel that I would have to contact directly. I wish I could have booked. With this kind of service just know that I will call you for my next need. Thank her for me.
Date of experience: July 11, 2023
Michelle was super helpful, and made the booking of two adjoining rooms for a friend getaway very easy. She also gou us a rate which was better than my AAA rate!
Date of experience: May 5, 2024
Carlos did a great job and really listened to what I was saying. He was a great help and has us set up in mo time at all.
Date of experience: June 21, 2024
I want to give a special thank you to Mr. Cory for setting me up with an affordable and clean hotel. The hotel that I checked into was VERY Scary. I felt like I may need a tetanus shot if I used the toilet there, so I called for another reservation and thank goodness I got Mr Cory, he really saved the day. Thank you sir!
Date of experience: August 7, 2023
She was so helpful confirming the hotel still offered ice skating and tried many ways to find a phone number for the resort. She booked a king room for me and my 2 frenchies. She was an absolute pleasure to work with. Thank you!
Date of experience: February 8, 2023
I'm trying to locate my confirmation #. I was transferred to customer service and it requires the itinerary # just to talk to some... which is what I am trying to locate. Then the call disconnected after trying to get through to someone.
Date of experience: September 8, 2023
My son-in-law was flown to the medical center in Knoxville Tennessee on 4/7/23, my daughter and granddaughter couldn't find a good motel room. I called around until I found Karen, she was very customer friendly and went the extra mile to help me. She was a blessing to my family. Thank you Karen for your help.
Date of experience: April 7, 2023
Very helpful & friendly. Listened to me with the room amenities I needed, and got me all set up. Originally I was just calling to gather information. But he got me all set up with everything I needed & answered all my questions. So now I'm all booked up.
Date of experience: July 5, 2023
Sharika, thank you for your patience, professionalism and kindness. You truly went above and beyond to help me with my reservations. Tell your supervisor that I said you deserve a big raise!
Sincerely, Susan Fredette
Date of experience: July 13, 2023
We had recently moved and I was having difficulties getting the reservation booked called the online reservation number and the representative was very patient and understanding. We were able to get the reservation completed. Thanks again for your patience and understanding.
Date of experience: May 4, 2023
I'm still waiting for my refund. When I made the reservation I made it for San Marcos California. But you put in San Marcos Texas! I realized it before we hung up and you never corrected it. I'm still waiting for my $249. Please remit as soon as possible.
Date of experience: August 14, 2023
The fees were about 50% of the room rate and the reserve was not refundable even minutes after the reservation was made and reservation is over 6 weeks away. Web site says "If you do not check into the hotel on the first day if your reservation and do not alert the hotel in advance, the hotel reserves the right to cancel your reservation and you may be charged the full amount." It does not say you will never be able to cancel the reservation. Only after you make the reservation do you learn that you can never get your money back. I will NEVER use this site again. Very predatory.
Date of experience: August 29, 2023
Mariel was very patience and helpful! She made my booking not stressful … Thank you, Mariel
Date of experience: July 23, 2024
The reservation was supposed to be for tonight. She made a five reservations for us for tomorrow. We paid for Ubers for 10 people and now we're stuck at a hotel that has no open rooms. Our flight was canceled and I made that perfectly clear on the phone.
Date of experience: June 11, 2023
I wanted to book a specific luxury room based on photos from the website, but they were misleading. I called the service line and Giovanny helped me get the exact room I wanted and even added on two complimentary wine bottles as a gift. It was smooth and easy!
Date of experience: September 1, 2023
I called the 1800 reservation number and wanted to reserve with points. Representative not only was unable to reserve for points he didn't have another number where I could. I called right back and another representative was able to fulfill my request.
Date of experience: August 31, 2023
I was not expecting the customer service I received. The place I picked was sold out. I didn't expect to be able to find the perfect place for me but Nicole came through with flying colors. I will use this service again.
Date of experience: March 23, 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.
