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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 zoo...
BookOnline Reviews Summary
The company enjoys a strong reputation for exceptional customer service, with numerous reviews praising the helpfulness, patience, and friendliness of its agents. Customers frequently highlight positive interactions, noting that representatives go above and beyond to address concerns and facilitate bookings, creating a welcoming atmosphere. However, there are occasional complaints regarding issues with third-party bookings and lack of clarity in communication, which can lead to frustration. Overall, the company’s commitment to customer satisfaction stands out, though improving transparency in the booking process could enhance the overall experience.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
Needed to contact the hotel directly and she told me to look in the yellow pages lol ….
Rachel was a friendly and very helpful person guiding me through the checking in process. Very patient with me!
I thought I was booking on Quality Inn actual website. Even asked for my rewards #. Price was right but after booking I noticed taxes & fees were 55% of room rate. I found the real hotel website and booked the same room and the taxes were 11.5% total for three nights $50.41 (rate was $12 more per night). The room rate I paid here for 3 nights was $402.30 plus taxes & fees $225.58 total $627.88. Fees charged are nearly $180.00. I would cancel but they will still charge for one night which would be $209.89 so I'd end up spending more. I'm fighting with them via email - No one will answer the phone or call you back! BEWARE!
Thank you so much for being such a great help. I was trying to book on line and wasn't able to secure the rooms I needed. Rochelle was so nice, sweet and patient with me. She walked me through the entire process. The world needs more people like her.
I had one of the greatest experiences ever talking to Hannah. She was very sweet n polite, did everything I asked and was very well spoken. I would recommend her to anyone anytime.
After waiting twice 20 minutes to make a reservation at Marriott phone number I called the Charleston's Marriott number and was there was a problem with the computer accepting my M number. A direct call to the Charleson Marriott a lovely lady made my reservation. NYGEAMA was very efficient and pleasant to talk to. I know many people love Marriott and would not like to have to wait so long on the phone. My Acct number is *******. Thank you and NYGEAMA for making this a happy ending reservation.
The woman I spoke with was polite, and professional. She found a room at a rate I was pleased with quickly
We had a great experience with Tonya, very informative a, breath of fresh air, spoke in a manner very easy to understand.
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.
They hijack your attempt to book directly with a HOTEL & never tell you that you are not talking to the HOTEL. WARNING STAY AWAY from these CROOKS.
Booked a hotel suite in Nashville at the BOBBY hotel. I CANCELLED my reservation the same day and have not recieved my refund of $2,076 USD. There is no live support and keep putting blame on my bank. STAY AWAY from the business. I am currently having our legal team get involved.
Hi Brock, we’re sorry you had that experience. Customer satisfaction is our priority, and we would like to help. To keep you 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.
I made a reservation and after I got my confirmation I saw a charge of $114, on a $200 dollar room for taxes and "service fee". I immediately called to cancel. It was non refundable. You can't talk to anyone. Just awful to charge this exorbitant amount. Hotels.com had a charge of $34.00 for same room. Almost $100 difference. I will be contacting the better business bureau.
Hi Kieran, we’re sorry you had that experience. Customer satisfaction is our priority, and we would like to help. To keep you 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
$400 more on a 3 night stay. Avoid at all costs (no pun intended). How these people live with themselves is beyond me.
Hi Christopher, 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
I needed to change my reservation and they would not refund me.
So just be aware there are no refunds!
Hi Dawn, 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
BookOnline
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.
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
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi David, BookOnline is an independent travel network, offering reservations and exclusive deals for more than 100,000 hotels throughout the world. We understand that you were surprised to learn that BookOnline is not affiliated with the hotel where you made your reservation. We are sorry to learn of this misunderstanding. BookOnline tries to be as transparent as possible in disclosing that it is an independent travel network, which is not affiliated with any hotel. We would like to contact you directly to help with your concerns. To keep your information secure, please send us a message with your reservation # and email address used at purchase and we will respond with the next steps.
Thank you,
BookOnline