BookOnline
Reviews and Complaints
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Verified Reviewer |
Toledo, Iowa
Sketchy Rip off
- - The emailed reservation change link wouldn’t work.
- - A $147 non-hotel fee appeared.
- - Booking direct with the hotel saved $150 vs BookOnline.
I just booked a room and within 10 minutes decided to make a change. When I tried the link to do this on the emailed reservation, it wouldn't let me.
I also noticed a $147 fee that was not related to the hotel. Quick end of story - called credit card immediately and stopped payment. Realized this sketchy site also had my credit card number, so I closed the credit card account.
Checked account online and the charge hadn't been posted yet, so glad I did all this sooner than later. Booked directly with the hotel and 3 nights were $150 cheaper than with BookOnline.
- Links to cancel orchange do not work and high extra fees
Preferred solution: Full refund
User's recommendation: DON'T USE!
Gainesville, Virginia
Refund
- - Tried to cancel one night; manager said it would be free, but charges remained.
- - Charged for two nights; refunds promised but not resolved.
Ive been trying to cancel one night of my reservation for a week. I call they say its been canceled but it wasnt.
I was charged for two nights and told I could apply for a refund. But I called over 6 days before the reservation and I was told by the manager it was no problem to cancel and not be charged for the first night on the reservation. I keep getting emails that I was charged for 2 nights but can submit for a refund. I did 3 times and still it says I was charged for two nights.
Whats going on? No
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Chicago, Illinois
Not helpful
Dont talk to anybody. Many steps to talk to a person but I end it up not taking to a person. Bad experience
Chevak, Alaska
Scam site - will not refund
- - Bookonline.com is described as a scam site.
- - Reservations are phony.
- - They refuse refunds after cancellation.
- - Phone numbers go nowhere; they hung up on me.
Bookonline.com is a scam site. Their reservations are phony.
And even if you cancel immediately after booking, they refuse to refund.
Their phone numbers go nowhere - even hung up on me. Reporting them to the FBI.
User's recommendation: Avoid bookonline.com
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Englewood, Colorado
Charged but no reservation
- - Charged my card without a reservation.
- - Direct booking links redirect to a third party.
- - No reservation on file; calls loop to hotel automation.
Full on *** of a place. Charge card without any type of reservation.
Do not use the bs third party. It is a problem when you type in the hotel directly and you get pushed to this bs site. Still working to get my money back.
When you call every number it directs to the same automation telling you to call the hotel directly instead. Hotel has no reservation on file
- Too many
Preferred solution: Full refund
User's recommendation: DO NOT USE!!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerA completely fraudulent company, do not use BookOnline
- - No confirmation from BookOnline.
- - I then booked directly with Holiday Inn Express (IHG).
- - BookOnline's number was invalid; I paid $197.23.
I was in urgent need of a hotel room for June 11th - June 12th (one night), so on June 6th, in a rush, I searched for 'holiday inn express ms' on Google and clicked the first link that looked legitimate. This was the first time I had booked a hotel room, so I was unfamiliar with the differences between IHG (the parent company for Holiday Inn Express) and third-party booking websites.
After booking the hotel through BookOnline, I waited a few hours and received no confirmation whatsoever. Instinctually, I decided to dig a bit deeper and found IHG, then booked a second *real* reservation with the actual Holiday Inn Express I was to stay at. BookOnline has no way of requesting a refund or cancelling their 'booking,' so if you commit to purchasing, you're essentially screwed if you change your mind later.
On the day of check-in, I received a very shady-looking text message from 'HotelPlanner' that contained a confirmation number. Luckily, I had my genuine hotel reservation through IHG, so I was able to check in without any issues.
Just for curiosity's sake, I asked the hotel clerk if the BookOnline confirmation number was valid/in their system. After cross-checking the number with their internal system, she found that it was an invalid number (meaning BookOnline gave me a fake number). If I had solely relied on BookOnline, I would've been denied a room even after having 'paid for it.'
I'm very fortunate that I trusted my gut instinct and booked an actual reservation through IHG, so this could've ended much worse than it did. Even so, I'm still out $197.23, and PayPal denied my case filed against them (a separate issue entirely with PayPal).
I also tried reaching out to BookOnline's helpdesk support, and none of my emails garnered any response (let alone an unhelpful one). This is a classic case of 'live and learn,' and I definitely learned a good lesson here. Thankfully, I wasn't scammed for thousands of dollars.
It is also worth mentioning that BookOnline oddly uses several company aliases, probably as a safeguard to protect the entity from customer complaints. Here are the names I saw being used:
- BookOnline (the original, where I bought the 'reservation')
- Lexyl Travel Technologies, LLC
- HotelPlanner
- HotelReviews
- Zero refunds once purchase is made
- Sketchy
- Non-customer-friendly tos
Preferred solution: Full refund
User's recommendation: Stay away from BookOnline, and do not trust Google's "sponsored" links for anything in general. If you're booking a hotel room, always go through the official IHG website or mobile app-- that is the actual website/parent company for Holiday Inn Express.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Portland, Oregon
Disgusting hotel and room
- - Dirty, worn carpets; paint is chipping.
- - AC set to 60; room stayed ~75; lighting poor.
- - Ice machine doesn't work; can't reach service; water is $4.
Worst customer service I’ve ever experienced
Dirty, worn-out carpets, air set on 60, room still 75, poor lighting, ice machine doesn't work. Can't call customer service, $4 for a bottle of Costco water which costs 10 cents a bottle, area looks like the ghetto, no USB ports, no Kleenex, only 1 elevator working, paint chipping off walls. Need any more reasons?
- No customer service
Preferred solution: Full refund
User's recommendation: Don’t even think of staying here
Reston, Virginia
Overcharged!
The taxes and fees I was charged was 145.99. For a one-night stay at a hotel that costed 226.13. I will never use this service again!
User's recommendation: Do not use BookingOnline
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerZero customer service!
- - I booked via BookOnline by mistake, my client won't reimburse me without itemized receipt, Amex and the hotel won't help, and tax was charged twice.
I inadverently booked my hotel through BookOnline (my bad) when I thought I was doing it directly. My client will not reimburse me without an itemized hotel receipt and I have been dealing for weeks with BookOnline online robot responses which are infuriatingly uninformative. Amex cannot help and the hotel itself cannot because this was a "third party" booking.In addition I was twice charged for tax and again there is NO WAY I can reach a live person at this abysmal
business.
User's recommendation: Avoid BookOnline!
Trying to get my confirmation number
I just want my confirmation number so I will have it when I checked in. You took my money, I just need some help getting my confirmation number. Why is this so complicated!!!
Inglewood, California
Took advantage of an accidental keystroke!
- - Canceling the insurance charged for a full night after a mistaken click.
- - They canceled within 10 minutes, but $421 was taken.
Actually ZERO! This is exactly what happened to me!!!
I called back to cancel and all they did was cancel the insurance which was not all I needed! I had thought it was for the whole thing. I needed a reservation with 3 days notice free! I immediately called back, and they did cancel, however they charged for one FULL night for a mistake and a 5 minute, YES, I hit the wrong box and called them within 5 MINUTES or less!
I could have sworn I was on my Hotels website when basically this company SOMEHOW JUMPED IN FRONT. This company immediately took the entire amount out of my checking account when I called and canceled within 10 minutes.
They told me that they could only give me everything except for one night stay back because that was what I hit! I made a few second error which entitles them to a full night!
They are basically using trickery to take MY VACATION MONEY! Here I am on a limited budget Social Security and yet for 5 minutes they earn $421.00.
Yes they took $421. And change!!!
Does that sound right? NO
User's recommendation: Be sure they don’t show up as your Hotel!!!! They are somehow getting you on to their site!
I’m stunned that you noticed your error, found the phone number, called and reached a live person and got everything but one day refunded all in five minutes or less. They should now refund you for the one night for all the free publicity you have given them for being so quickly reachable.
Vista, California
I got ripped off
- - Booked on the hotel site, canceled when total price was twice usual.
- - Customer service promised a full refund, but none was received.
I thought I was booking at the hotel website as is my usual practice. I completed the booking then tried to cancel when the total price came out to twice what I usually pay at this property.
When I called BookOnLine customer service, they indicated I would get a full refund. Never received a penny of refund but did receive nonstop runaround on every subsequent call.
Total rip-off! The hotel was unaware of BookOnLine.com's refund policy.
User's recommendation: Avoid!
Los Angeles, California
Over charged
You charged me double. I want a refund ...please call Me'xxxxcccxccebn3j w b2bwbwb2jhwb we bebebrb3bebebeb re v÷beb
User's recommendation: Never use
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerDid not receive confirmation email for hotel reservation
Would you please send a confirmation email for the Hilton Garden Inn Kitty Hawk North Carolina. Oct 12 - 17, 2025. I have called your customer service line multiple times and received no help.
- Easy booking
- Zero customer service
Preferred solution: Confirmation email
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerRefund balance
- - Refund of $1,452.60 processed; $882.37 refunded to PNC on 2/3/25.
- - The balance is to be processed.
- - Confirmation numbers are H1031**** and RZX 4060.
Over 3 weeks I have been trying to get in contact with a representative regarding my refund. Confirmation # H1031****.
Received notice of refund of $1,452.60 being processed but only $882.37 was reimbursed to my PNC card on 2/3/25. Claim is that the computer only processed that amount but the balance would be processed & forthcoming. Other confirmation # RZX 4060. Please refund the balance.
Used you before for trip to Portugal, New Orleans etc. never had a problem. Dont want to have one now!
Ive called (855) 229-****, (800) 497-****, (800) 319-****, just to name a few. Please address this problem.
User's recommendation: They have never disappointed me & hopefully on this issue they will come through. The reply to my complaint was quick.
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You've proven what I said for years! NOBODY ever, ever, ever needs to use ANY of these third parties, they are ALL trash.
The are so sleazy, AS YOU HAVE SEEN, they will impersonate the REAL hotel, car rental or airline to DECEIVE the public. They have even been known to make deliberate "mistakes" in someone's reservation so that person gets mad and cancelled and the third party trash, and again, that includes ALL OF THEM, keeps that customer's money. Keep spreading the word and I would put the matter into contest on your car. Nobody EVER needs ANY of the third party reservation trash.
Like always, you make your reservations YOURSELF and you do so DIRECTLY. All the third party reservation trash are nothing more than pure slime which crawled out from the nearest septic tank.
Yup, 100%. I know better now, and i will absolutely spread the word about BookOnline.
They can keep my money, but everything has a cost, and in this case the cost will be more negative reviews from me, wherever I am able to post them.
Don't get mad-- get even. And I want to save as many people as possible from falling into the same trap I did.