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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 4,670 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
Making a last-minute hotel reservation from the road has never been more delightful. Seriously. Val made the entire process easy, enjoyable, and quick.
Date of experience: March 28, 2023
Please do not make reservations with this site! When checking into our hotel they asked was the last four digits of my car used 8506. I told them know they told me that no prior payment has been made, My reservations were just held with a dummy credit card and I still had to pay for the room all over again after this website took $236 from my account! I'm filing a dispute with my bank for the charge currently
Date of experience: May 12, 2022
First person we contacted had us on the phone for 20 minutes and couldn't get it reserved … put us they to front desk and got disconnected. Called again and this person got it finalized. Total time on phone was 30 mi utes!
Date of experience: May 14, 2023
I needed to book a hotel for one night. The price came up, looked good. However, I did not see where they added $92 in taxes and fees to the reservation. Taxes should only have been $28.00. Completely non-refundable. Rip off
Tip for consumers:
Do not use as their fees are not posted next to the rates, but in a different area on the form, leading to excessive booking fees
Products used:
online booking
Date of experience: November 2, 2022
Lindsey was wonderful. Spoke clearly the right speed. Very polite and helpful. Answered all my questions. Texted information about my reservation. Offered directions if needed.
Date of experience: March 5, 2024
The customer service representative was friendly and polite.
Date of experience: July 21, 2024
He was wonderful- so clear about the price and instructions. What a pleasure!
Date of experience: July 21, 2024
This was a good experience. I did not have to wait to speak with a representative. The person who helped me was courteous, friendly, and knowledgeable.
Date of experience: April 19, 2024
Joyce helped us make a reservation for two weeks at the Sewanee Inn. It is a busy time of year at the Inn and I couldn't get the reservation online. Joyce was able to work some magic to get the room we needed. She is great! Thank You Joyce!
Date of experience: August 21, 2023
I booked a room in Ocean City, MD not realizing I was talking to a third party rather than someone directly from the hotel. I was supposed to get a group rate. When I first started talking to the representative I told him that. When he told me the amount I thought it was high so I again said I was supposed to get a group rate and I told him the group I was with. He told me that was the group rate. When talking to others in the group I was told I paid too much and that I must not have received the group rate. I decided to discuss it in person when I checked in since it was close to the date of my trip. When I checked in I was told I had talked to a third party and I could only get the group rate if I booked directly with the hotel. I feel that the representative should have told me he couldn't give me the group rate and that I needed to call the hotel. I ended up paying several hundred dollars more than I should have.
Date of experience: July 14, 2023
Neal assisted me with my booking in a professional manner although I didn't like that I did not get my IHG discounted rate which is why I booked at this facility. When I reviewed the bill I saw that a $50 fee was added to the special rate.
Date of experience: February 11, 2024
I booked a reservation online with Country Inn & suites by Radisson hotel. There was an incoming hurricane and my 93 year old father lived in a mobile and needed to evacuate. When we arrived at Counrty Inn hotel to check in they told us that because my credit card was declined they canceled the reservation without notification and the hotel was sold out. I didn't have enough credit on my card to cover the room. It was to my understanding that my credit card would only be used to hold the reservation and pay for the room when we check in. So I started calling hotels in the area trying to find a room. Many in the area were sold out or the rates of the rooms were too high. I spoke to Tnesha on the phone for about 40 minutes until she located a hotel. She was kind and patient with me and understood the situation my father and I were in. Thanks again!
Date of experience: September 2, 2023
When I tried to purchase on online, my price was way too high for what I had been quoted per room. When I called the number given, she was very helpful and and gave me the correct price.
Date of experience: April 21, 2024
Excellent service from my agent, Sergio. He handled my reservation requests in a very timely manner.
He answered all my questions and was very friendly. Thank you Sergio. Larry Tobey, *******@aol.com
Date of experience: June 27, 2023
Joi was on duty when I called. Her original suggestion was more than I could manage. I was calling for that very night and there wasn't al lot available. She found me a place at a location I liked and price I could afford. I will use this service again.
BookOnline
Date of experience: August 17, 2023
Jayne was exceptional! She provided excellent service, was very polite, extremely professional and she found the perfect hotel for our visit to Richmond.
Date of experience: April 3, 2024
Great the agent was informative courteous and polite.
Date of experience: July 20, 2024
My husband is not well. Our 49th wedding anniversary is next month. Not sure if he will make it to our 50th next year. He used to plan all our celebrations. I needed help. I got exactly what I wanted. Thanks.
Date of experience: October 16, 2023
Paige was excellent. Listened to my needs and handled them perfectly. No complaints
Date of experience: July 20, 2024
Got a quick response from sitejaabber about my bad experience with bookonline. Sitejabber needs to look at the reservation statements that bookonline shows to the customer. Sitejabber would know what they are saying is not helping the customer. Sitejabber responded to me saying that the charge amount is on the checkout page. What good does that do after you've been told a different amount when booking the room. You get ready to check out and you notice the extra charges bookonline has added. Opps to late to cancell now. They just got you!
Date of experience: February 19, 2023
Wait time was less than a minute. Julia was very helpful and efficient.
Date of experience: July 18, 2024
Emani was very professional and helpful. She explained everything with a sweet spirit and very professional. I would request to speak with her when ever I needed a reservation. God bless you Emaniboni.
Date of experience: January 25, 2023
Kelly was great…. Personable, quick on the draw, smart…. Even though she was picking up where another agent had left off, she got it all.
Easy and pleasant exchange.
Date of experience: February 15, 2024
Follow up review. I am Canadian and booked a hotel in BC in Canadian $. I prepaid in Canadian dollars. I was charged in US dollars. Book online converted to US. I paid a total of $352.00 for a 3 star room. I contacted 2 different individuals at Bookonline, who basically said "Too bad, you booked it" STAY AWAY FROM BOOKONLINE. They are a dubious, underhanded company.
Tip for consumers:
That they converted my Canadian Visa to US dollars without my knowledge
Products used:
Canadian charged US dollars on BOOKONLINE.com
Date of experience: August 14, 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 Mary Kay, we are sorry you had this experience. Just like when you book through a hotel directly, BookOnline must charge its customers for all applicable taxes, including any hotel taxes. Additionally, by charging a service fee for all of its reservations, we are able to offer 24/7 customer support and operate as an independent travel network. BookOnline conspicuously discloses all fees and taxes on its checkout summary webpage. Despite our transparency, we remain concerned about your experience. Please send us a private message with your reservation information used at the time of purchase and we will respond with the next steps.
BookOnline