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I booked this reservation thinking I was booking it through the hotel's website. Upon realizing the rates I was paying were much higher than the hotel's actual rates and that I needed to make an adjustment to the dates, I cancelled this within 48 hours of booking. The policy said the cancellation and refund was subject to the hotel's cancellation policy. They refused to issue any refund for a booking that is 5 months out. This is a horrible business practice and very misleading to the customer. The confirmation itself says "Free Cancellation" which seems synonymous with a refundable reservation. I have never had such an unpleasant experience and will never use this again.
Date of experience: June 14, 2022
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BookOnline has a rating of 4.6 stars from 4,650 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.
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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.
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
Agent was helpful and polite. Helped me to make the best choice for my need.
Date of experience: July 23, 2024
We check in and walked into the room it was it was disgusting had roaches and the smell of cigarettes was unbearable. We walked in and walked out. We did not stay not even for a moment. I would like management to contact me
Date of experience: June 20, 2023
I called the number attached to the hotel on the internet. Thought I was calling the hotel directly. I even verified which hotel I was booking at, even asked the booking agent if this was the right hotel. I thought I was booking directly with the hotel. He booked my hotel including having my dog and quoted a price of 140.00. Guess what. Get to the hotel and found out I used a third party booking site. I had no clue. That was not stated. Oh and guess what. I still had to pay for my dog on top of what the third party charged me. So no I am not happy at all with this booking service. Horrible experience and I am mad that this happened.
Date of experience: March 25, 2023
I asked if she was at the hotel and she said yes. Clearly, she was not a hotel employee. She could not answer questions about the location and she said there was a mountain view. There are no mountains in eastern nc.
Date of experience: November 25, 2023
I had a wonderful time going through the booking process with Ritchel. She was very professional and pleasant and she made me smile.
In fact if she doesn't get a raise by the next time I book through you guys then I'll never stay at one of your hotels again. Here's lookin' at you kid.
Date of experience: April 5, 2023
Deceiving information I asked for a two bed hotel room. I was assured of this and at the end when I call the hotel, they confirmed it was only one bed when I asked specifically and repeatedly for two beds.
Date of experience: June 10, 2023
Cesar was and is fabulous. I am a chatter box and I am sure he was as busy as he could be but you would have thought I was the only person in the world right then. I hope you know how lucky you are to have him.
Date of experience: August 31, 2023
Eric was exceptionally helpful and very friendly! He was very thorough and he did a very good job of doing a lot of research to really help us find the right hotel at the right price and, most importantly, at the right location for our needs. Thank you very much!
Date of experience: June 6, 2023
Leon was exceptional. We live in Pennsylvania and our son and his family live in Austin. Our son is handicapped and they were out of power yesterday and looking for a hotel. Leon was such a huge help. Thank you.
Date of experience: February 2, 2023
I request three rooms with a pool view as well as having the three connecting. Neither of this happened. I only had one room with the pool view and I now I paid for all three of them to have that. Also I requested to have a military discount and that didn't happen either. I was told that there would be a restaurant on site for the evening and that also haven't the case.
Date of experience: August 28, 2023
The room rate I was quoted on the phone was NOT the rate I was charged. I tried to request a live chat and a call back and neither happened. There does not seem to be any way to contact customer service to address it. I was over charged and there is zero follow through. I will never use this service again!
Date of experience: June 30, 2023
I was having a hard time understanding the room description, she was so patient at explaining until I got it.
Date of experience: June 20, 2024
Danielle was great and so helpful for making a booking for me after having car trouble and unable to get a reservation for my planned stop. She was able to find a spot for me and my dogs after a heck of a day!
Date of experience: May 21, 2023
First thing I asked was if I was talking to the hotel directly and you told me I was. Then I found out AFTER I PAID that no, you are a 3rd party booking agent who just got an extra $90 of my hard earned money in your $#*!ing pocket. I will never call you again. Not only is that shameful and disgusting it is immoral. I'd give you less than 1 star if I could.
Date of experience: June 15, 2023
I didn't really know who I was calling. I thought it was calling the hotel but I got a customer service representative from book online and it was a quick and easy experience I needed to write. She gave it to me and told her I'd call back. She had no problem and it was just like talking to anybody locally
Date of experience: March 13, 2023
I called and asked a question about a bill and she said she could not help me and was very hostile and aggressive with me. I was cool as a cucumber and told her she was being quite rude she hung up on me.
Date of experience: May 23, 2023
I spoke with Cesar Hernan to book a room and he is wonderful, polite and so helpful. He found us a room on the floor we wanted for our 50th Anniversary. Cesar truly went out of his way to help me.Thank you
Date of experience: July 9, 2023
I call the Reservations phone # to ask a question about the hotel.
I am told to call the front desk to inquire.
So then I ask for the front desk phone number.
I am told she does not have the front desk #.
Waste of time
Date of experience: June 7, 2023
I needed to speak to a human because I can't find my itinerary number. And I have tried 4 times to get a human and can not. I put the - star because at least you have a phone number. I need to speak to a live person!
Date of experience: August 4, 2023
I was overcharged for 3rd rate hotel and tried to get my money back but no one wants to help me. I explained that there's no way I'm taking my wife to this dive that I was charged over 200 for, not even worth the $55 norm rate
Date of experience: July 5, 2023
Lapaaris Is a bright light in this world.
She was more exuberant in her determination to find me the best deal.
I really enjoyed her joy and I felt her smile, through the phone.
She Gave me excellent customer service.
Lapaaris deserves a raise for going above and beyond what she needed to do.
Y'all have a blessed evening,
Lovin Jesus & lovin people.
Date of experience: January 31, 2023
The service rep that booked us asked when we needed the room. It was about midnight. I told her we were at the airport and needed somewhere to stay in the next hour or so. She said there was a shuttle to the hotel as well. We discovered the shuttle didn't run at that time so we took a taxi. Then when we arrived at the hotel, we were told they had no rooms at all and that the reservation was for the following night, with a 3pm check-in.
My daughter and I were forced to walk to another hotel at 1 am to find somewhere to stay after a horrible day at the airport due to flight delays and cancellations.
The agent was totally irresponsible doing that.
Date of experience: June 30, 2023
The hotel that I wanted to stay at was full but Grace was determined to find me one close by, she was pleasant and motivated and I could tell tell she like what she was doing! We have 1,700 employees that work for us and just talking to Grace for 10 minutes I could tell she would be a great employee!
Date of experience: March 10, 2023
Christiana was extremely helpful in locating a hotel for my last minute stay. She was very conscientious of my price range and offered several options to me.
Date of experience: April 12, 2024
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.
