BookOnlineReviews 8,647

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.

I was shocked when I saw the fees charged by BookOnline.

I tough it was a deposit or something but after a quick google search, I found out that it's real fees. It's almost 50% of the value of the room!

I cancelled the reservation switftly.

Do not book on this website. It is next to impossible to get someone on the phone if you have issues. The hotel I booked was in the wrong location. Even though I caught the mistake three months out, they still would not cancel my reservation and refund me. I basically lit $440 on fire. I tried transferring the reservation to the correct location (both hotels were Quality Inn) but the location that I needed was over twice as expensive. I even tried calling the hotel directly but they were not able to help me either. I actually did a three way call with the hotel manager and someone with BookOnline. The hotel manager tried to help me but the customer service representative at BookOnline kept changing her story.

I wish I could give this company 0 stars. I will never use a third party booking site ever again. If you choose to use one, make sure it's not this one.

I was looking to stay at a hotel and my charge was originally about $170, but when charged to my account it was around $253. I am in the process of disputing the transaction with both my bank and the booking website, however, so far not so great. BUYER BEWARE.

I was not careful enough to realize this was not the way I usually book a motel room - thought I was doing so under the hotel's website. As soon as I saw the final amount, I went to cancel the reservation, but was unable to because the amount was "nonrefundable." What a scam. I'm referring to the BB Bureau. In addition, I was not sent a confirmation email - I was unable to download the confirmation from the webpage. Believe me, I tried.

First off, I thought I was on the Comfort Inn website, but that was not a big deal. Well I was setting up my reservation and got to the end when it gave me a message saying there was an error processing. I then did it again and this time it went through. Next thing I know, I got two emails and two charges. I have called BookOnline numerous times. A person never answers and all I can do is leave a message. Nobody helps in this company. BE AWARE OF USING BookOnline!

They show a price which you think is the price you pay but they add all these not shown fees. My hotel was priced at 156.00 but when i checked out the actual receipt was 134. But when i received my credit card bill they charged 203. So booking online paid 134 to the hotel and charged me 71 in fees never use this site. I sent out on social media to all my friends of their deceitful practice share with others so othrs do not get ripped off. They actually deserve a zero rating.

Quick and easy! I needed a place to stay right away and I found one. It was the only website that had an available hotel.

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.

Very helpful in finding the room we needed. Site was easy to navigate and we are looking forward to our stay!

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.

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

I'm upset that no one can give me a full answer you have to type a question to get answers. When you are trying tospending your money your have a lot of assistance but when it is a mistake you hear Crikets

I thought I was using booking.com but didn't realize until the big green book button came up to confirm that there were HUGE fees associated with this website and that there was a no cancellation policy. Accidentally hit that big green button when I was trying to go back and see why it was so expensive. Immediately tried to contact customer support to fix and despite calling, trying to live chat and emailing they didn't get back to me for over 12 hours. 24/7 support is a huge lie and the fees the charge are 5x what any reputable site will charge! Stay away, far far away! I looked to BBB after realizing I was taken advantage of and see they have an F rating. Well deserved and hopefully some lawyer will start a class action lawsuit against this company and drive them out of business. I am leaving as many negative reviews as I can everywhere hoping I can help someone else no get charged huge unnecessary fees! As you can see in the picture the taxes and fees are almost half the total price. When I went to the direct hotel website the fees were only $80! Let my $460 mistake help you! I will update since they responded…. Unfortunately my private response back to the company has been ignored so they also pay lip service on negative reviews but don't follow through. My above review stands as they have now wasted more of my time!

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.

Fast and easy to use, would recommend to anyone looking for a quick booking option. They were helpful.

This company is a total scam. My elderly father booked a refundable room through them. He needed to cancel because of getting sick before travel. He called the hotel and per their policy could cancel but unfortunately he had unknowingly book through this 3rd party vendor. The email confirmation stated to contact BookOnline via email or phone. When you call they send you through a ticket system which will go unanswered. We got a hold of one very rude customer service person who said they'd call us back but never did. Between the two of us we sent 7 emails. They obviously scammed my father out of $400 to make a $10 booking fee. The hotel (Four Points Sheraton) confirmed that this company is a scam. What's crazy to me is that they (BookOnline) only makes a $10 cut to scam people, including my elderly parent living on a fixed income. Shameful.

The company is a subsidiary of agoda.com. Cancellation but no refund was the option when I saw when I immediately tried to cancel and obtain a refund. No way to get through to customer service; I tried to reach them by phone and chat. It's a scam. Facebook should not allow their advertisements which claim to offer a 15% discount. The reality is that the charge is greater than all combined fees. Beware of scam ads on Facebook.

Made reservations for 4night stay. Had to amend stay to 3 nights. They sent me confirmation of request to change, but never notified hotel. I had to call hotel to double check. They had not received any credit/change. This was done 2 weeks prior to arrival. The day before, I received a text from bookonline thanking me for my reservation for that day instead of the next day. I spent the next 4 hrs trying to get bookonline to correct the date to make sure I didn't loose the entire reservation. They told me it wasn't processed yet. I finally reached the hotel and they confirmed my reservation.
When we arrived at the hotel, bookonline had entered the wrong type of room. Instead of 2 queen beds, we had 1 king for 3 people. I had confirmation from bookonline, but they sent it to the hotel incorrectly. Will NEVER EVER use them again.