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They disguise the site URL to look like the direct hotel website in Google search. It wasn't until I saw the $150+ "tax and recovery fee" on a $214 reservation that I realized something was off. By then I'd already booked. I canceled the reservation, but the site isn't clear on whether or not they refund the exorbitant fees. For comparison, booking directly on Marriott had $34 in government taxes and fees. Bookonline.com is crazy.
Tip for consumers:
Don't. Just don't. Book anywhere else - directly with the hotel, Priceline, Booking.com, Truvago, Kayak - anywhere else.
Date of experience: September 20, 2022
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BookOnline has a rating of 4.6 stars from 4,711 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
She was great and very accommodating! Couldn't find what I was looking for but it was nice to be able to speak to someone!
Date of experience: February 8, 2023
Richard was very helpful booking my rooms. He helped me until everything was done to my satifaction.
Date of experience: July 21, 2023
The cancelation insurance was not explained to me only that I could cancel reservations anytime.
Deceptive sales practice
Date of experience: January 31, 2024
Vanell was very polite, informative and helpful. She answered all of my questions and addressed my concerns.
Date of experience: March 23, 2023
Call rep was very polite and very imfornative. I asked about the breakfast and other amenities and he was able to explain everything clearly!
Date of experience: March 4, 2023
Carolyn was extremely helpful and understanding and helped us find a great location and great rate! Thx so much Carolyn!
Date of experience: January 15, 2024
Reservation completed without issue. All questions answered and concerns addressed
Date of experience: May 23, 2024
Was extremely rude and hung up on me. Waited on hold for a few minutes just to be disrespected and hung up on. A complete and total waste of my time
Date of experience: May 4, 2023
I booked a room and on the website it said "may be subject to additional tax and surcharge."
It also said "Free cancellation."
I booked the room and when the reservation came back the additional charges were half the room cost. I immediately cancelled the reservation, literally a minute later. I have the reservation and cancellation notice - one minute difference.
I booked another hotel through another booking site. I went to look at my credit card account 5 days later and the bookonline charge was still there. I immediately filed a dispute and called bookonline.
The person on the phone was arrogant and told me that if I read further down on the reservation that the room was non-refundable for the booking. I told him it literally says "Free Cancellation on the website, reservation and cancellation right next to the room and hotel. He said I should have read the entire page.
To be perfectly blunt here, in the good old US of A, in the 21st century do we now need to assume that a vendor is always lying and then search the internet to confirm it before we purchase from them? Do we not have laws to protect the consumer from blatant fraudulent activity? It literally said "Free Cancellation." Otherwise I would not have booked the room.
As an example - If I have a peanut allergy and a cookie says "peanut free", do I need to go look in the kitchen and read the ingredients to see if they are peanut free? Sorry you went into anaphylactic shock and died but you should have read the ingredients.
This business should be shut down and fined out of any future business. I am praying my credit card company agrees. I sent them the website screen shot, reservation, and cancellation.
I am hoping that the hotels like the Meridien in Boston who allow their rooms to be booked through this ripoff factory, pull their business as well. Shame shame for letting your property be listed in this manner.
I am furious.
Tip for consumers:
Don't! Just don't. It is a scam
Products used:
Booking a hotel room through Booking.com
Date of experience: August 6, 2022
Added $100 processing fee to the $129 Best West room fee. They are a "wholesaler" not a Priceline. Fee was not clearly stated on the webpage.
Date of experience: October 10, 2023
Very helpful ask a question and Elisee very helpful answered my question took time it was the correct hotel I was looking for..
Date of experience: June 30, 2023
She was sooo patient with me, she found a room for me within my price range, she was so pleasant, a job well done, she's a keeper, awesome!
Date of experience: October 24, 2023
Suleima was very pleasant and professional and reviewed the information again to insure all was correct.
Date of experience: April 29, 2023
Emilee was great. She was articulate, attentive, well mannered and very helpful. She was a delight and is a extremely valuable asset to your team.
Date of experience: July 17, 2023
Shawn did a really nice job. Kept working until we achieved best rate! Couldn't ask for better service.
Date of experience: January 17, 2024
Your person I spoke with on the phone booked my room in the wrong state so now I won't even get my money back I paid $118 for nothing
Date of experience: April 28, 2023
I couldn't book online so I called the agent and he helped me. Quentin was a great help and very knowledgeable. He was able to book me very quickly.
Date of experience: March 24, 2023
My experience with Brandon was great He answered my questions and concerns about booking at the Hilton Garden.
Date of experience: July 31, 2023
Great experience I got a real handicapped room not a room with a bar screwed into the wall hodgepodge.
Date of experience: March 24, 2023
When I called I was already upset. I was lucky enough to get Akeysia. She was very nice and patient. Thank you so much.
Date of experience: August 16, 2023
Rosangelica provided me excellent service in finding a hotel in my preferred area in Anchorage in crunch time.
Date of experience: August 23, 2023
I booked at a Clarion hotel and "ClarionHotels" was in the URL, so I thought I was on the hotel website. I didn't know until AFTER the non-refundable reservation was confirmed that I had booked at BookOnline. My room rate of $97 soared to $161 as I clicked Submit. The reservation (H*******) indicated $63.50 for Tax & Fees. Hotel tax is 17.5% so that means I was being charged $45 in Fees. I called BookOnline to ask what fees I was paying for $45. Eric Matela answered the phone and kept repeating like a parrot that I was being charged $63.50 for tax & fees. I told him repeatedly that I could see that but I wanted to know SPECIFICALLY what the fees were. He then stopped with his mechanical drivel and said I will respond to you in an email with that information. I said over & over "You're speaking to me now! JUST TELL ME DIRECTLY IN THIS CALL NOW!" Then I heard a dial tone.
Avoid this company at all costs. Although $45 is not a lot of money, it's the principal of having that money taken from me with no explanation and to have to tolerate such terrible customer service.
Avoid this company at all costs.
Date of experience: December 1, 2022
Joselito provided with an excellent customer service. He was really professional, polite and friendly.
Date of experience: December 26, 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 Terri, 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/fees. 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