Site does not disclose "Tax recovery/fees" prior to purchase. Their tax recovery/fees where 3 times the standard rate if I would have booked thru the hotel website (which I thought I was doing so that is my bad). Reporting to BBB. Sit needs to be shutdown!
Overview
BookOnline has a rating of 4.6 stars from 5,344 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.
Demetrio did an excellent job in helping us with our booking. He is a credit to your organization and I trust you will recognize his excellent service.
Remember, you as an organization win with people like Demetrio!
I am so disappointed that you pay extra for cancellation protection but there is no way to apply for it. First you are never told that you must apply before canceling the reservation. Carlos did not in anyway share any of the details. I will never use any of your services again. It is totally a misrepresentation.
The agent I spoke with was very helpful, patient, and courteous. I have nothing more to say but apparently I need to get to 100 words to make sure the wonderful agent with whom I spoke gets his well-earned review.
Mae did a great job. I had a little difficulty understanding her at times but we got it done. There was a lot of background noise that could have contributed to me not understanding or hearing her. She did a great job though and definitely knows what she's doing.
Very nice gentleman on the phone and answered all of my questions. Very accommodating and pet friendly. A lot of hotels claim to be pet friendly but they have a weight size plus charge fees for the pets. This hotel did not do that.
Professional, pleasant experience. Operator patient with my hearing problems... thank you. Arr at 4 p.m. 4/21/2025... c/o at 11 a.m. 4/24/2025 2 bed, refrig and micro..
During reservation process rooms became unavailable. Very slow response. By the time she booked 2 rooms I did not need them and had told her to stop. I got stuck with a $500 charge. Never use Hilton again. My Hilton number is *******. Service was awful.
Brenna was extremely patient while making a very last-minute phone reservation to stay at the Pacific edge this week. She made sure that I had not only received my text confirmation but also the email confirmation and the insurance information. I was very pleased with her patience and I'm very happy to be returning to the Pacific edge because it is an affordable hotel on the oceanfront in Laguna Beach. Thank you Brenna for all your assistance!
I was trying to book a hotel a business trip, but it was sold out. Luis Eduardo was quick to find another hotel within range, and made the booking process feel flawless. He was patient, accommodating, and friendly.
Miguel spent 46 minutes helping me in every way possible. Extremely curtious and funny. I have to say it was one of my most favorite booking time yet. I usually do online but that lol I did by phone. Wish I could get him all the time, he would be a reason I would book more. Thanks Miguel!
The young man that I dealt with was named Marc he was very knowledgeable and professional. He helped as much as he possibly could. He was very clear in the whole process of making reservations for six days
Alejandro Sergio walked me through booking a room for my son, and expectations for him to check in. Very friendly, very quick, and very enjoyable experience!
Painless, less than 5 mins answered all my questions. But now it's painful because I need to write 100 characters on the stupid goddamn website to tell you guys that Luis the nice gentleman that helped me did a great job but this review system sucks $#*!. Just let us say that the person who helped us did a good job like what the $#*! bruh gahhtdam
Dave has been very helpful with a great accent to boot! I'm truly looking forward to my stay and Dave made me feel like I was going to be taken care of. I really appreciate that and I'm looking forward to seeing Vegas again!
Mariel was extremely friendly and very professional.
She did a great job explaining the rooms and the room rates. She repeated all the information I gave her correctly. You are so blessed to have her as an employee.
Best online service I ever had. Very pleasant experience. She sounds good very professional in her speech. I know she is a good one cause I too work in customer service at the Austin airport. You keep her she knows what she's doing!
I spoke with Shadonna and she helped me with reservations for the 6 of us in no time.
Great rooms with breakfast for all and cancellation insurance as well. She was so helpful and I'm sure we will enjoy our stay.
I had a complicated situation with trying to make a reservation with Hyatt in Huntington Beach. It's a bit of a long story regarding addresses and credit cards, but Tanisha did not give up and stayed with me and I finally was able to secure and confirm a reservation so that I can visit my children and grandchildren. I thank her very much! It is so important for all of us to try to connect and communicate and resolve a problem together if possible and she did just that Carmen Black
Ebony was very patient and kind. I love that each time she explained what to except during my stay she would pause to allow me to ask questions if needed. Just the phone call alone with Ebony makes me want to book again. Great job Ebony!
Lindsey was very sweet and kind when gently letting me know that the hotels I was looking at in Stratford, Ontario, Canada were almost completely booked for the dates I needed, five months ahead! She found me a room within walking distance of the Festival theaters. I was very relieved. She is warm and friendly as well as extremely professional and efficient. She turned my disappointment into relief! 😇
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
- 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
- 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 John, 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.
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