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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 4,669 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.
Excellent service, helping me to find the right place in a busy area.
Appreciate the Reps friendly, professional manner that was above and beyond to make sure I got a booking.
Date of experience: June 9, 2023
Lauren was a very polite and helpful representative of your hotel…. Upbeat and friendly personality…
Helpful with information., bing bang boom the job was done…hold on to this one…,
Date of experience: September 5, 2023
Your fees are 60% of my daily rate. Did not realize I was not booking directly with the hotel. Could have saved $250 booking with Southwest and getting rewards. Can't believe you cannot cancel within one hour of getting confirmation.
Date of experience: August 29, 2022
We're coming to NYC to visit our daughter living in the East Village. Becky made the booking experience Easy, fully explaining All details & costs. I hope The Standard East Village will be as enjoyable as Becky was.
Date of experience: March 11, 2023
She had an accent that was a bit difficult and spoke too fast… moving on before I could interject any questions.
Date of experience: June 6, 2024
Hid their non-refundable "Recovery fee" of over $100 by combining it with taxes. There is no explanation on what the fee really is, which is pretty much the fee for booking through them. That is $100 for a $300 stay. Booking with them is more expensive than through the hotel.
Avoid using this company. Check their reviews and you will see I am not alone in what they do.
Tip for consumers:
Avoid this company.
Products used:
I rented a room for 2 nights at Home2Suties
Date of experience: December 2, 2022
Was very easy to make reservations with. Looking forward to our stay in September.
Date of experience: July 4, 2024
Called to inquire about hotel rates and assistance. While working the call we were hung up on. Not sure it was disconnected or what but a little disappointed.
Date of experience: April 12, 2024
I called to make an appointment the gentleman was absolutely utmost professional. Answered any questions I had and I definitely believe he's a great employee.
Date of experience: October 12, 2023
Lindsey was pleasant, patient and helpful.
I would recommend that travelers and visitors who need to inquire about info on the hotel speak with Lindsey.
Date of experience: May 30, 2023
Mary Mitchell assisted me in the most excellent and professional manner. She is kind, very patient and was extremely helpful. Thank you again, Miss Mitchell
Date of experience: May 7, 2023
Naomi was great and thorough with our request and helped us a lot.
Date of experience: July 12, 2024
Very very resourceful she did her due diligence and found the room for us right down the street from where we're gonna be attending our graduation
Date of experience: May 14, 2024
I was able to get the room I booked for 2 nights but they fail to disclose their tax and recovery fees that they charge BEFORE you pay. You think you're getting a good deal until you see the bill. A huge rip off!
Date of experience: September 17, 2022
Hi Carol, we are sorry you had this experience. BookOnline conspicuously discloses all fees and taxes on its checkout summary webpage before the reservation is completed. 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
He listing to what I was saying good manners he spelled my name correctly very good phone adequate
Date of experience: July 4, 2024
Called after checking online because I had a question about discounts. Rooms were available online but rep told me they weren't. Either the system needs to update faster, or fire this woman.
Date of experience: January 26, 2024
Tania was very helpful and patient and was very accommodating, she teamed up with someone else to help and make sure everything was done well. It was a pleasant experience
Thank you
Date of experience: April 8, 2024
Look forward to my stay at this lovely hotel. All I can say, as of now, as that when booking my reservations, the gentleman on the other line was extremely kind and friendly and knowledgeable.
Date of experience: March 22, 2023
Julie was absolutely great to work with, she is a great asset to your company!
Date of experience: July 13, 2024
I thought I was booking directly with the hotel at first and got flipped to this site. After I went thru the entire process I was told my credit card declined. I called my credit card company to inquire and they said it was approved and gave me an approval authorization code number. Calling the phone number provided was a complete waste of time. Their rep was clueless and had a heavy accent which made communicating difficult. What's worse, she would not even attempt to check into the problem offering me dumb excuses like maybe the room was booked and no longer available. When I asked to speak to a supervisor I was placed on hold for over an hour before I finally gave up. I will have my credit card company deal with these crooks. If I could give this company a zero review I would.
Date of experience: August 19, 2022
I was trying to book a room went through the whole process of putting in my credit card information and everything was quoted a price of 279 and the hotel charge ended up being 379 yet my credit card company was asking if I made this charge and I needed to respond yes or no so I'm not sure if the charge went through or if it was the first time And I was trying to explain that to Alexandra and all of a sudden I was transferred over to an automated line so my reservation did not go through and when I called back again, the gentleman I spoke to the second time was giving me a higher rate than what I was originally quoted so I ended up not reserving a room I am reserving a room. ImVery disappointed in the service I received
Date of experience: April 18, 2024
Went to make reservations at Sleep Inn & ended up with Book Online. Was charged twice what was quoted. Contacted Book Online where I was informed of their NO Refund policy. Filed a claim against their fraudulent practices. Scammers.
Tip for consumers:
Avoid this site, it's a scam.
Date of experience: October 19, 2022
Hi Tina, we’re sorry you had that experience. Customer satisfaction is our priority, and we would like to help. To keep your information secure, please message us your itinerary number and email address you gave when completing the reservation and we will respond with the next steps.
Thank you
Great! Sara was very helpful. She was able to find us a wheelchair accessible room near the last minute and in the midst of the Furniture Mart. Thanks so much.
Date of experience: April 19, 2023
Like others I thought I was dealing with the hotel directly ( in this case the Marriott) because of a misleading website. They charge you for so called "Tax Recovery Charges & Service Fees". The fine print says it is for taxes and "The balance of the charge is a fee we, the hotel supplier and/or the website you booked on, retain as part of the compensation for our and/or their services which varies based on factors such as location, the amount, and how you booked." Before you make a reservation make sure you are not dealing with Bookonline.com.
Tip for consumers:
If you think you are booking directly with a hotel from a website, make sure you are not at Bookonline.com
Products used:
Booked a hotel room
Date of experience: July 31, 2022
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 Theodore, we’re sorry you had that experience. We structure our site in a way that all costs are fully disclosed on the checkout page after all dynamic variables (room type, person count, number of nights, etc...) have been selected. After this step has been completed BookOnline discloses all costs clearly on the checkout page and we require every customer to click an open box agreeing to the pricing, terms, and cancellation policy associated with their reservation. Bookonline.com will not allow a customer to move forward and complete the checkout process without agreeing to the pricing, terms, and cancellation policy. With that being said, customer satisfaction is our priority, and we would like to help. Please provide us with any documentation to support your complaints above, as we have not been able to find this behavior on any reservations. To keep your information secure, please message us your itinerary number and email address you gave when completing the reservation and we will respond with the next steps.
Thank you
BookOnline