Review of BookOnline: I tried to cancel after seeing that the price was $75 more than the quoted price
Thumbnail of user rogern275
Wisconsin
1 review
2 helpful votes
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July 22nd, 2022

I cancelled my room after seeing the extra $75.00 they charged. Now I am out $243.57 and have no room available

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Date of experience: July 22, 2022

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BookOnline

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Overview

BookOnline has a rating of 4.6 stars from 4,664 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

Positive reviews (last 12 months): 87.9%
Positive
1,076
Neutral
10
Negative
138
View ratings trends
40
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How would you rate BookOnline?
Top Positive Review

“Great Service!”

Susan M.
12/16/24

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

Date of experience: 12/6/24
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Top Critical Review

“BEWARE THIS COMPANY IS A SCAM”

Lynne F.
12/13/24

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.

Date of experience: 11/26/24
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Reviews (4,664)

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Reviews that mention popular keywords

customer service (515) reservation process (30) front desk (43) credit card (66) booking process (20) booking agent (31) hotel room (62)
Thumbnail of user susank904
Minnesota
2 reviews
0 helpful votes
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July 18th, 2023
Verified purchase

Outstanding...she sent several hotels my information to get bids for me when I called to inquire about one. She saved me a lot of time.

Date of experience: July 18, 2023

Thumbnail of user jasonj1137
Idaho
1 review
0 helpful votes
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January 18th, 2023
Verified purchase

Christina was very well spoken and mannered and, though we hit a small snag with entering a CC number, it all ended up just fine.

Date of experience: January 18, 2023

Thumbnail of user michelev175
Texas
1 review
0 helpful votes
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May 12th, 2023
Verified purchase

I called for a big group and she walked me through it like a pro. Thank you Jessica for making the booking process so easy!

Date of experience: April 12, 2023

Thumbnail of user kena409
Michigan
1 review
0 helpful votes
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January 21st, 2023
Verified purchase

Thank Mr. Hari,
Sir I appreciate old school customer service that you provided for my hotel needs. I look forward to speaking with you again!

Date of experience: January 21, 2023

Thumbnail of user kristal162
Canada
1 review
0 helpful votes
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August 2nd, 2023
Verified purchase

When traveling with family its reassuring to be able to have someone take care of everything for you quick and easy very polite thank you

Date of experience: August 2, 2023

Thumbnail of user robertc7293
Oregon
1 review
0 helpful votes
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September 16th, 2023
Verified purchase

A complete fiasco. We said we had a pet and paid an additional charge for it. The hotel turned us away. They don't allow pets.

Date of experience: August 17, 2023

Thumbnail of user jacks2047
Nevada
1 review
0 helpful votes
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June 11th, 2023
Verified purchase

The gentleman was very helpful and solved my travel needs very efficiently! Because of him, I would stay at a Days Inn in the future!

Date of experience: June 11, 2023

Thumbnail of user jeffd1315
California
1 review
0 helpful votes
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August 25th, 2023
Verified purchase

Pleasant and very professional!
Garcia eased my pain!
I had two dropped calls before I was lucky enough to get Garcia. He calmed me down!

Date of experience: August 25, 2023

Thumbnail of user lamonteb4
Missouri
1 review
0 helpful votes
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May 7th, 2024
Verified purchase

Erendira, was of great help. Very polite i wish more receptionist was as nice as she was. I will definitely do business here again

Date of experience: April 24, 2024

Thumbnail of user philipr440
Georgia
1 review
0 helpful votes
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November 9th, 2022

Do NOT book with this company! They are simply using other reservation companies, like Priceline, to make reservations. This means you will pay commission to both BookOnline and Priceline making the total cost much higher than it should be. Additionally, even though they advertise free cancellations, they will not allow you to cancel your reservations. We attempted to do so with an accidental booking, called the BookOnline support number, and the automated system said the reservation could not be cancelled due to "the hotel's cancellation policy which was agreed to when making the reservation." When we made the reservation and on the invoice itself it very clearly stated that the reservation could be cancelled for free. I even called the hotel directly and they confirmed that they have a free cancellation policy. We tried to use the online chat for BookOnline but that just shows as offline. Basically, BookOnline refuses to process cancellations even though their policies clearly state that you can cancel for free. If you get stuck in this position, just call your credit card company and have the charges reversed. BookOnline's failure to follow their own terms is all the credit card company needs to reverse the charges.

Tip for consumers:
This company is a scam.

Service
Value
Quality

Date of experience: November 9, 2022

Thumbnail of user customers248
Customer S. – BookOnline Rep

Hi Philip, 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.

Thumbnail of user steveg2271
California
1 review
0 helpful votes
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January 30th, 2024
Verified purchase

We had a very good experience and look forward to visiting in March. Morro Bay one if our favorite places to visit

Date of experience: January 30, 2024

Thumbnail of user robertp5437
New York
1 review
0 helpful votes
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March 30th, 2024
Verified purchase

I feel a good great service I appreciate it got my reservation quick I please take less 3 minutes to complete

Date of experience: March 20, 2024

Thumbnail of user davidc9399
New York
1 review
0 helpful votes
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April 19th, 2024
Verified purchase

Needed a phone number and she helped immediately. The number listed on the internet is not correct and the 855 number needed to be called.

Date of experience: April 9, 2024

Thumbnail of user laurac3004
Pennsylvania
1 review
0 helpful votes
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June 29th, 2023
Verified purchase

I have spent numerous hours since June 23rd trying to get clarification on credit card charges. An email was sent on 6/23 confirming a complaint was sent to customer service and for CS call me regarding this matter. I have called daily and placed on hold for hours at a time. Today alone I was on hold over 4hrs after talking to 3 of your representatives which never took the time to help with my questions and i became extremely frustrated and upset that I kept getting the run around. I called once again and spoke to Rachel agent #*******. She was a God sent! She took the time to address my concerns. The issues are out of her hands but her compassion and professionalism was OUTSTANDING. She followed up and sent 2nd notification to customer service on my behalf which is more than any other representative other than the initial call I made 6/23/23. My background is customer service and also marketing for a world wide corporation. I highly suggest you commend Rachel for deescalating the situation. RACHEL is an asset to your business and others should learn from her example.
Please note the high rating was only for Rachel NOT the company.
I am not happy with your company services, customer service dept or anyone else affiliated with BOOK ON LINE with the exception of Rachel. I will NEVER use this service again! I will make all my customers and coworkers aware of discrepancy of charges placed on my credit card and if needed file formal complaints until the issue is resolved.

Service

Date of experience: June 29, 2023

Thumbnail of user jeffreyl1592
Wisconsin
1 review
0 helpful votes
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June 15th, 2024
Verified purchase

Very courteous representative. Took care of my requests quickly and efficiently.

Date of experience: June 5, 2024

Thumbnail of user lindam6461
New York
1 review
0 helpful votes
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June 15th, 2024
Verified purchase

Super great, thoughtful, and a nice experience to compete my reservation.

Date of experience: June 5, 2024

Thumbnail of user isaaco70
Texas
1 review
0 helpful votes
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July 28th, 2023
Verified purchase

Dawn was very professional and polite and did an amazing job booking my room,quick and easy and very professional again!Thank you Dawn and double tree
Sincerely:Isaac Velarde Ojeda

Date of experience: July 28, 2023

Thumbnail of user susang3876
Pennsylvania
1 review
0 helpful votes
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April 15th, 2024
Verified purchase

Brandon did not help me at all. He just switched me to another line that was no help at all. Terrible service by this person.

Date of experience: April 5, 2024

Thumbnail of user gabrielc590
California
1 review
0 helpful votes
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April 21st, 2024
Verified purchase

Needed to book a reservation and find out if you honored Gov't rate. Brandon was knowledgeable, a pro, and super fun.

Date of experience: April 11, 2024

Thumbnail of user robertw2459
New York
3 reviews
0 helpful votes
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January 10th, 2024
Verified purchase

Laura helped me book and she was professional, kind, helpful, and patient. I really appreciate her work.

Date of experience: January 10, 2024

Thumbnail of user jeanetted197
Wisconsin
1 review
0 helpful votes
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July 11th, 2023
Verified purchase

We were looking for a close hotel to stop at later in the evening and Rebekah helped us do that. It was wonderful service and made it easy for me.

Date of experience: July 11, 2023

Thumbnail of user lisap3293
Alabama
1 review
0 helpful votes
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December 31st, 2023
Verified purchase

Very personable and friendly. Took er time and did not appear rushed or hurried. A pleasant experience.

Date of experience: December 31, 2023

Thumbnail of user arthurh593
Virginia
1 review
0 helpful votes
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June 15th, 2024
Verified purchase

Everything went well my concerns were met with understanding and the will to help me!

Date of experience: June 5, 2024

Thumbnail of user melissaf1611
New York
1 review
0 helpful votes
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April 19th, 2024
Verified purchase

Alex was helpful and secured a room for me quickly. I also received two complimentary bottles of wine!

Date of experience: April 9, 2024

Thumbnail of user garyks
Nevada
1 review
0 helpful votes
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December 25th, 2023
Verified purchase

Kevin who was my reservation agent was awesome in helping get a room at the best rate...plus We had good conversation along the way!

Date of experience: December 25, 2023

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From the business

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.

Company Representative

Thumbnail of user customers248
Customer S.
Typically responds within 2 days

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