ComplaintsforBookOnline.com LLC

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a 2 night stay at The **********************. The cost per night was supposed to be just over $400/night so around $800-i figured $900 with taxes. The site didnt give me a total at checkout. I entered my card info and ran the card and the total was $1,320.46! They charged me $513.66 in tax and recovery fee. I immediately called and canceled but according to their cancellation policy I was still charged over $600 in cancellation fees. The women I spoke to in the phone told me the entire amount would be refunded since I cancelled within minutes of booking but after waiting several weeks for the refund they only refunded half of what I paid. This company is a scam. They purposely mislead you to enter your credit card before giving you a total so you dont see the extra amount they are charging.

  Business response

  07/16/2024

  Dear ********,

  Thank you for bringing this matter to our attention. We sincerely appreciate you taking the time to share your experience and allowing us an opportunity to assist you with your service request.

  We have reviewed your case and issued the remaining refund. You will see the full refund reflected in your account within the next 3 to 5 business days.

  If there's anything else we can assist you with, please don't hesitate to let us know.

  Thank you for your understanding and patience.

  Best regards,
  *********************************
  Brand Ambassador
  **********************

  
  

  Customer response

  07/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We attempted to cancel our reservation 2 hours after making the reservation. I spoke with the hotel, and they claimed that as they had not been paid from the 3rd party, we would have to cancel through them. I then called Bookonline to which they said it was up to the hotel. I explained that I already spoke to them and relayed the information they passed on to me. I explained the situation, and stated that they had added on a cancelation insurance for $14.99. I should be able to use that. They told me it will be canceled and I even received an email saying it was canceled. 2 days later I received an email saying the reservation will not be refunded because the hotel marked me as a no show. After talking to both the hotel and the booking site, they both just point fingers at eachother.

  Business response

  07/16/2024

  Dear ******, 

  Thank you for reaching out to us and sharing your experience. We have reviewed your case and have issued a full refund.

  Please let us know if there's anything else we can assist you with. We value your feedback and are taking steps to share this feedback with our service team.

  Thank you for your understanding.

  Best regards,
  *********************************
  Brand Ambassador
  **********************

  
  

  Customer response

  07/16/2024

  I have reviewed the business response and accept this resolution. 

  Thank you for your time!

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When visiting a hotel's website, Americas Best Value Inn *********** ********, I clicked to make a reservation, apparently I was redirected to bookingonline.com. They automatically enroll you in a protection plan which I didn't want to pay for it. When I asked a customer service agent for explanation of the $72.91 in fees, they couldn't provide me an answer, actually their answer was: We regret to notify you that we are unable to give you any specific information about the $72.91 tax recovery and associated expenses.The following is my reservation information Confirmation:757752010 (Front desk may not have this number, check in using your name)Status:Confirmed Guest Name:******************************* Occupancy:2 adults, 0 children Room Type:2 **************** and Breakfast)Nightly Rate:$194.00 USD Tax ********************** USD Room Total:$266.91 USD And $22.96 for the protection plan I didn't want to pay for

  Customer response

  07/11/2024

  Hello, 

  I requested that bookonline.com refund me the additional fees and protection plan.  I received confirmation that they agree to this and have the refund in my account already. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Confirmation number: H8821558 On Sunday, July 7, 2024 I made a reservation using bookonline.com for one night at the ************************** and Suites. The rate was listed at $170/night. When I received the final bill, it included $139.64 in fees and another $26.38 in refund protection. It also included (in dark grey print on a black background) a statement that a fee of 25% would be applied in case of a cancellation.I was able to cancel the refund protection immediately and a refund of 75% of my remaining costs today. That left $77 with them as my cancellation fee.I feel this was very misleading and am requesting a refund of the full amount.

  Business response

  07/16/2024

  Dear *****, 

  Thank you for reaching out to us regarding your recent booking experience. We take such concerns very seriously and are committed to improving our processes based on your feedback.

  We have issued a refund for the remaining $77 of your cancellation fee. You should see this amount credited to you within 2-5 business days.

  If there's anything else we can assist you with or if you have any further questions, please don't hesitate to let us know. Thank you for your understanding and patience.

  Best regards,
  *********************************
  Brand Ambassador
  **********************

  
  

  Customer response

  07/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Made a hotel reservation through what I thought was the hotel website but was actually bookonline.com and was overcharged $82.30 vs the hotels charges (******) which included taxes/fees (this is also the amount quoted by other 3rd party providers). This company uses very deceitful practices preying on those who assume the taxes/fees would be consistent across booking providers. Hotel reservation is for the holiday inn express in *************, reservation number: H8820366. Thank you for any help you can provide.

  Business response

  07/16/2024

  Hello *****,

  Thank you for reaching out and bringing this matter to our attention. We have reviewed your case and are pleased to inform you as a gesture of goodwill that a refund of $82.50 has been issued. 

  We deeply value your feedback and use this to grow our service support efforts. If there's anything else we can assist you with or if you have any further questions, please feel free to reach out to us.

  Best regards,
  *********************************
  Brand Ambassador
  **********************
  

  
  

  Customer response

  07/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I, unfortunately, have had the same exact issue as many with this company. There is no page to review your order. The fees were totalled and presented to me AFTER I accepted the nightly rate ($143.00). My card was billed IMMEDIATELY before changes could be made. The fees were half the price of the room rate. PER DAY! I also was charged for a protection fee that was never an option to remove while making the reservation from my phone. A bill that should have been around $300 ended up being $475.14. Absoultely swindled me in taxes, fees and protection plans without my knowledge. Terrible business practices and I will never use their site again. Buyers must absolutely be on guard against this sham of a company.

  Business response

  07/16/2024

  Dear *******,

  Thank you for bringing this matter to our attention!

  We have reviewed your case and can confirm that a full refund of $475.14 has been processed to your original payment method. This includes the charges for taxes, fees, and protection plan. 
  If there's anything else we can do to assist you further, please don't hesitate to reach out. 

  Best regards,
  *********************************
  Brand Ambassador
  **********************
  

  
  

  Customer response

  07/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 6/28/2024, I thought I was booking directly through a hotel website because the interface was identical and showed the same room rate of $291.55. I booked a room for 07/02/2024. I immediately knew I had been scammed when the confirmation email included tax *************** of $146.86, almost half the cost of the room. Before booking, I was not advised that the check-in date could not be modified after 06/30/2024. On 07/02/2024, the date of the client meeting that I needed to attend in **** was pushed back to 07/15/2024. I tried to call the number on the confirmation to modify the reservation but no one ever answered. I could not modify the reservation online. I called the hotel directly and they moved my check-in date to 07/14/2024. Despite modifying the reservation, my credit card was charged $438.41 on 07/02/2024. I am demanding a full refund of $438.41 or will take appropriate legal action.

  Business response

  07/16/2024

  Dear *****,

  Thank you for bringing this to our attention. Any pre-purchased booking is not able to be modified based on the terms of the reservation. 

  We have canceled your prepaid booking as per your request and the hotel rebooked you directly for your new dates. Additionally, a full refund has been processed for your canceled prepaid reservation.

  Please let us know if there's anything else we can assist you with. 

  Best regards,
  *********************************
  Brand Ambassador
  
  

  
  

  Customer response

  07/16/2024

  I have reviewed the business response and accept this resolution. Thank you for refunding the full amount of my reservation. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a hotel room and the confirmation never showed the tax recovery and fees before check out. I would never have confirmed when the room was $308.11 and the tax recovery and fees were $199.54! Thats almost as much as the room.

  Business response

  07/03/2024

  We're genuinely sorry to hear about the challenges you experienced during your recent interaction with our service. Your trust and satisfaction are paramount to us, and we deeply apologize for any inconvenience or confusion caused.
  To help us better understand and address the situation, may we kindly request your itinerary number given at the time of your reservation? This will enable us to thoroughly research your specific case and ensure that we take appropriate corrective actions.
  Your patience and understanding are greatly appreciated. Rest assured, we are committed to resolving this issue to your satisfaction and ensuring that your future experiences with our website are seamless and positive.
  Warm regards,
  BookOnline
  
  

  Customer response

  07/07/2024

  Confirmation number h8762002

  Business response

  07/07/2024

  Thank you for reaching out to us regarding your recent booking experience. We apologize for any confusion or inconvenience you may have encountered.
  
  We want to assure you that transparency is very important to us, and we strive to fully disclose all fees and our cancellation policy as part of our checkout process. This includes all charges such as the room rate, tax recovery, and any additional fees.
  
  Regarding your booking, we regret to hear that the "tax recovery and fees" were not clearly visible to you before confirming your reservation. After reviewing our logs, these charges should have been clearly displayed prior to finalizing your booking. We understand how frustrating it can be to see unexpected fees, especially when they are substantial in comparison to the room rate.  As a one time courtesy we will refund $130 back to your original payment method.  Please allow up to 10 business days for the funds to post back to your account.
  
  Best regards,
  

  BookOnline

  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a 2-night hotel stay (itinerary #H8773529) on June 30, 2024. This is complaint is being made 1 day after booking after I discovered I was not using the hotel site.. Like other complaints, I also thought I was booking through the hotel (I entered the name of my hotel in the search bar and ended up at this company's site). Thinking it was my hotel site, I was expecting to be able to enter a code and pay a reduced rate as part of a wedding room block. I was quoted a nightly rate of $206 but thought the reduced rate would be adjusted during payment when I entered the code. After entering my credit card number I expected to see a breakdown of the charges and the option to enter my reduced rate code but my card was immediately charged for $706/57. I selected a protection plan that I also thought was part of the hotel thinking it would allow for cancellation. This company should not "spoof" a hotel's site and be upfront give you an itemized preview of the fees before asking for and charging your credit card info. Even when I received an email with the itinerary number, nothing was itemized. I still don't know how they came up with $706.57. This is an exorbitant fee for a room compared to being booked directly through the hotel using the group rate code. I feel this is deceptive practice, taken advantage of, and would like to have my reservation cancelled and money refunded as it has only be one day. I will dispute this charge with my credit card company if I cannot get resolution here. I did attempt to talk to the company's "support" but was only able talk to someone in new reservations who transferred to an AI, who then transferred me back to new reservations. Support was of no support.

  Business response

  07/03/2024

  First and foremost, BookOnline would like to sincerely apologize for any confusion or inconvenience you may have experienced with your recent reservation. We deeply value your trust and are committed to providing a transparent booking experience to all our customers.
  We understand how surprising it can be to find a discrepancy between your expectations and the final amount charged. Please be assured that we strive for clarity in our reservation process. All costs, including potential fees, are clearly displayed on our checkout page before any reservation is finalized. This is to ensure that you have a full understanding of your total cost before completing your reservation.
  We will do research on our end and attempt a full cancellation with the hotel if they approve.  We will reach out to you directly with the next steps.
  Once again, we apologize for any distress this may have caused you, and we truly appreciate your patience and understanding. Please let us know how best we can assist you further.
  Warm regards,
  The BookOnline Team
  
  

  Business response

  07/03/2024

  Your reservation with our services has been cancelled and a full refund has been issued.  Please allow up to 10 business days for the refund to post to your original payment method.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 1,2024 I went online to book a simple hotel reservation. Bookonline.com was disguised as the hotel booking. Including images pricing etc. I went through the booking process unknowingly on this 3rd party site, to find that I was charged extra fees not noted in the reservation. The rate was listed as ******. Extra fees were ***** and an additional ***** for refund protection that was not listed or accepted. When I called the actual hotel to confirm my reservation they could not find it in their system at all. I called bookonline.com to sort it out and cancel the unfound reservation. They said they called the hotel and my reservation was confirmed. And that I could not cancel and be refund even though they charged me extra to have refund protection. I have to travel this weekend with my young children not knowing if we will even have a room and being charged extra fees

  Business response

  07/03/2024

  First and foremost, BookOnline would like to sincerely apologize for any confusion or inconvenience you may have experienced with your recent reservation. We deeply value your trust and are committed to providing a transparent booking experience to all our customers.

  We understand how surprising it can be to find a discrepancy between your expectations and the final amount charged. Please be assured that we strive for clarity in our reservation process. All costs, including potential fees, are clearly displayed on our checkout page before any reservation is finalized. This is to ensure that you have a full understanding of your total cost before completing your reservation.  Also, as you booked non-refundable inventory, you would have had to click an open checkbox agreeing to all of the terms/policies of the reservation before you could checkout.

  As a one time courtesy, we are going to issue a refund of $70 to your original payment method. Also, your reservation is confirmed with the hotel.  

  Once again, we apologize for any distress this may have caused you, and we truly appreciate your patience and understanding. Please let us know how best we can assist you further.
  

  Warm regards,
  The BookOnline Team
  

  
  

  Customer response

  07/03/2024

  I have reviewed the business response and accept this resolution. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩