ComplaintsforBookOnline.com LLC

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have not received my refund $184.99 that I was promised by the Manager, ***** (July 11,2024)at the *****************, *************************************. On July 29th I received an email confirming my refund which stated that I would receive the refund in 10 days. I have not received my money yet. I called **************) many times, spoke with ****************************, *********, they acknowledge that the refund has been approved but my refund has not been released to my Credit card. They just make empty promises.

  Business response

  08/16/2024

  Greetings *****,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $185.68. You should see the refunded amount reflected in your account shortly.

  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.

  Kindly,
  *********************************
  Brand Ambassador
  **********************
  

  
  

  Customer response

  08/17/2024

  I have not received a refund in my account yet.  I have been promised this for weeks and I have not received my refund.  

  Customer response

  08/17/2024

  This company made this promised in an email July29, from  ********************.  I have not received a credit for the refund $184.99.  This case will be resolved to my satisfaction when the money is deposited back in my account.  They never give a date when this is going to happen.  The initial request was submitted, July 11, 2024.  More than a month has passed and I have not received my refund.

  Customer response

  08/19/2024

  I am rejecting this response because the refund has not been deposited in my account.    i have not received an email from the account manager confirming when my refund will be deposited in my account.  They do not follow thru on their promises.  i want my money not promises. The only acceptable resolution is $184.99.  i just checked my account a few minutes ago and noting has been credited to my account (8/19/2024 - *******.  

  Business response

  08/20/2024

  Greetings *****,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $260.51, please allow 2-10 business days for the refund to be visible to you! 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.

  Kindly,
  *********************************
  Brand Ambassador
  **********************
  

  
  

  Customer response

  08/24/2024

  I have reviewed the business response and accept this resolution.   Thank you BBB for  helping me get my refund that was promised, July 11th.  I am a grateful to your service.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I called thinking I had reached the hotel. I spoke with **** to ask a few questions while my wife stood by to listen in. We gave him the dates of the nights we wanted to stay and asked if parking was extra and were told it was included. We then asked about our pets and were told it was no extra charge for them. We asked about cancellation and were told we had 24 hours prior to check-in to cancel without penalty. We booked and waited for our confirmation in the email. To our surprise we had two separate charges with a total of $391.90. One was for protection insurance with having to show proof of a medical emergency or police report to be able to cancel you guess it with a NON refundable reservation. So my wife called the number **** provided for the front desk of the hotel and thats when we found out **** does not work at the hotel and we had actually booked through a third party Bookonline. We then found out our pets would be $100 and parking would be $30 more at check in because it was NOT included in our reservation. **** at Bookonline said she could cancel the insurance but not the reservation. I asked to have this case escalated as we were lied to. Ive bought protection insurance before while traveling abroad but most hotels in the ** you can pay a little extra and know how far in advance you can cancel without the ******* of presenting evidence of a wreck or health issue. This is no way to do business. I have called my credit card company and they are aware of the misconception. I await for your response of weather this gets resolved. Confirmation: ********.

  Business response

  08/14/2024

  Hello, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  *********************************
  Brand Ambassador
  **********************
  
  

  Business response

  08/16/2024

  Hello, 

  Thank you for bringing this issue to our attention. We want to assure you that we take customer satisfaction seriously and use this feedback for our team. 

  I'm pleased to inform you that a full refund of $391.90 has been processed for your canceled transaction. You should see this reflected on your **** account shortly, if not already.

  If there's anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out to us. 

  Thank you for your understanding.

  Kindly,
  *********************************
  Brand Ambassador
  **********************
  

  
  

  Customer response

  08/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am totally dissatisfied with my experience with BookOnline. Their site looked like the Marriott site, which I thought I was on when I made the 4-night booking. On August 6th, 2024 when the following confirmation emails didnt look as I was used to from Marriott, I called the hotel to ask about the booking source. They told me that it was made through Expedia. That made me feel like I had been dupped. I called the phone number on the confirmation email to see if I could cancel the reservation. When making the booking, I had chosen their no refund option. I was initially pleased with their response. Their representative acknowledged my concern and said that shed cancel the reservation and credit my card since it had been booked less than 24 hours before. However, what she did was cancel the reservation and issue a voucher that I could apply for only half of the reservation price on my next hotel booking with them (like Id want to do that after this first nightmare) within the next 120 days. They still charged my credit card for the full amount ($636) of the original reservation

  Business response

  08/12/2024

  Hello, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  *********************************
  Brand Ambassador
  **********************
  

  Business response

  08/15/2024

  Hello, 

  Thank you for bringing this issue to our attention. We want to assure you that we take customer satisfaction seriously and use this feedback for our team. 

  I'm pleased to inform you that a full refund of $636.71 has been processed for your canceled transaction. You should see this reflected on your **** account shortly, if not already.

  If there's anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out to us. Your satisfaction is important to us, and we are here to help ensure a positive experience going forward.

  Thank you for your understanding.

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

  
  

  Customer response

  08/19/2024

  I have reviewed the business response and accept this resolution.  Thank you for your action in resolving this issue!  ***********************

   

   

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/8/24 I requested a reservation.$723.82 was the amount placed on my credit card, but the quoted amount was for $60 a night for 6 nights. It was double what was quoted.I have requested a refund in the total amount, but have not seen it yet.This website is a total scam and needs to be shut down!

  Business response

  08/12/2024

  Hello, 

  Thank you for bringing this issue to our attention. We want to assure you that we take customer satisfaction seriously and use this feedback for our team. 

  I'm pleased to inform you that a full refund of $723.82 has been processed for your canceled transaction. You should see this reflected on your **** account shortly, if not already.

  If there's anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out to us. Your satisfaction is important to us, and we are here to help ensure a positive experience going forward.

  Thank you for your understanding.

  Best regards,
  

  *********************************
  Brand Ambassador
  **********************
  
  
  

  Customer response

  08/13/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made reservation for the *****************, ******, ** by 'phone' and the representative quoted $189/per night and said it included breakfast. I never received email confirmation, never got breakfast included. The only communication was the text message on 7/27 screen shot attached, and that is the first time I saw $846.98 was charged to my card. Responded to text, no reply. When I travelled back home called 7/31 spoke with **** and was to get email and escalation for resolution for being overcharged. Did not get response. Called 8/2 and spoke with ********, said the same thing to me and told me I would get email from escalation team. Did not get response. Called 8/6 and spoke with ******** and she said they had my email wrong 'which is why I never got booking confirmation and never got the escalation emails. She fixed my email and said I would get email from escalation team. Did not get response. Called 8/9 and spoke with *** and was told the same thing again. When I asked to speak to a manager, she said none are there in person and I would get a phone call from them. Phone conversation with rep said it was being recorded, but when I asked each time for them to listen to the recording, the only reply is it would go to the escalation team. My charge should have been $567, was charged $846.98, they owe me a credit of $279.98. This is outright fraud. Why record calls if you won't listen to them or abide by what the rep quoted me and never emailed me a confirmation. ****** should block fraudulence like this.

  Business response

  08/12/2024

  Hello,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Kindly,
  *********************************
  Brand Ambassador
  **********************

  
  

  Business response

  08/14/2024

  Hello *****, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that we have issued another refund of $95.28 for a total refund of $245.25, please allow 2-10 business days for this refund to be visible to you! 

  If you have any further questions or concerns, please dont hesitate to reach back out to us!

  Kindly,
  *********************************
  Brand Ambassador 
  **********************
  

  
  

  Customer response

  08/15/2024

  BBB,

  Thank you for your help. Booking online.com posted refund1 for $150 on 8/11/24 and I just got notification on 8/14/24 have refund2 pending for $95.28. a total refund of $245.22.  I was expecting a refund of $279.98 so still fell short by $34.76 but if that's the best they can do will accept as resolution.

  Appreciate the work of the BBB as your reputation has impact.  ZD

  Customer response

  08/15/2024

  I have reviewed the business response and they have provided a refund while less than expected, deem acceptable. Thank you. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Jun 30, 2024 I did an online search for "******** hotel" to book a reservation. The first option that came up was for "********************************************". I thought this was the website for the hotel since it contained the hotel name and proceeded to reserve my stay for July 24, 2020 to July 29, 2024. I got a confirmation email for the stay and was immediately charged $2,900.18. Upon viewing the cost breakdown I noticed the nightly rate was the advertised $383.43 but the tax recovery and fees for each night was $196.60. The tax recovery and fees were 51% of the advertised nightly rate. The taxes and fees are unusually high compared to the lodging tax I would have been charged from the hotel. Also, bookonline.com uses the hotel's name in it's website to make a consumer believe they are booking directly through the hotel and getting the best rate. The dispute I have with this company is that the tax recovery and fees charged were excessively more than the lodging tax the hotel would have charged. Also, the use of the hotel's name in it's web address is false advertising to consumers searching for the hotel's website. I am asking for a refund of excess tax recovery and fees I paid in the amount of $743.36. This amount is the difference of what I paid in total tax recovery and fees ($983.00) and what I should have paid in lodging tax ($239.64) if I had booked directly. The Itinerary number for reference: H8772225. Confirmation number: *********

  Business response

  08/09/2024

  Greetings,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Best Regards, 
  *********************************
  Brand Ambassador
  **********************
  

  
  

  Customer response

  08/10/2024

  I am rejecting this response because:   The dispute has not been resolved and I have not received a refund for the amount I paid in excess fees. 

  Business response

  08/14/2024

  ****************,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $743.36. You should see the refunded amount reflected in your account shortly.

  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.

  Kindly,
  *********************************
  Brand Ambassador
  **********************
  

  
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 08/04/2024 at 12:43 pm, I searched for a hotel in ******** for an upcoming trip. Book Online came up with ACE Hotel. Unaware that this was a third- party booking service and not the hotel, I inadvertently confirmed the hotel and immediately cancelled the order - all within 20 minutes (I first called the hotel to cancel the order, which could not be accomplished due to it being third-party. I called book online and could only get recordings. I called Discover who informed me that I had to wait to for the charges to post in order to file a dispute. In the meantime, Book Online has sent me a text 8/8/2024 that they are refunding $1542.76 of $2,231.87, which means they are stealing $689.11. In a span of time between 12:43 pm and 1:04 pm, they are stealing money from an unsuspecting consumer. This is an unfair and very deceptive business practice. I want my full refund.

  Business response

  08/09/2024

  Greetings,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Best Regards, 
  *********************************
  Brand Ambassador
  **********************
  

  
  

  Customer response

  08/10/2024

  I am rejecting this response because:   There is a simple solution as I requested a full refund.  The reservation was canceled.  There is no reservation to work on so the business response is unacceptable.  I immediately canceled it and received a text that they were refunding only a portion of my fees. The only solution is a full refund.  This is consumer theft.  

  Business response

  08/14/2024

  Hello *******, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that we have issued a partial refund of $174.85 for a total refund of $2,231.87, please allow 2-10 business days for this refund to be visible to you! 

  If you have any further questions or concerns, please dont hesitate to reach back out to us!

  Kindly,
  *********************************
  Brand Ambassador 
  **********************

  
  

  Customer response

  08/18/2024

  I have reviewed the business response and accept this resolution. I have been made whole. This is greatly appreciated. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 07/26/24 I attempted to get a refund for an hotel reservation. bookonline.com stated that I would have to reach out to the hotel directly. Which I did. The hotel refunded the money back to book online. Subsequently bookonline was contacted on 7/26 8/2 8/5 8/6 and 8/8/24. All with no resolution. I keep getting told that someone would be in contact with me and still no phone call. I have attempted to be put in touch with supervisors. Customer support claims that isn't possible. I have been told that they cannot refund me money and instead I would receive a voucher for the amount paid. I still have not received that either.

  Business response

  08/09/2024

  Greetings,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Best Regards, 
  *********************************
  Brand Ambassador
  **********************
  

  
  

  Customer response

  08/10/2024

  I am rejecting this response because:   this is now the 8th time I have heard this. I will accept when they actually follow through with their statements.

  Business response

  08/14/2024

  Dear ******,

  Thank you for bringing this to our attention. I am pleased to inform you that we have issued a voucher of $618.28, and have issued a refund of $52.55 for the refund protection plan. To make use of your credit (voucher), you can do it through our website, ****************************. Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page. Remaining amounts of $50 USD or greater will be reissued in a new voucher to be received via email.

  You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would and choose the Voucher
  option at checkout.
  
  Voucher Terms:
  - Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
  - Your grand total including all tax recovery and service fees, but exclusive of fees charged directly by the
  property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
  - You can only book one single transaction
  - You cannot apply the voucher to an existing booking as a credit or refund
  - You must book a "Pay Now" rate type
  - No changes or cancellations are allowed after booking
  - Your voucher can not be split between multiple booking

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

  
  

  Customer response

  08/15/2024

  After one month they finally gave me a voucher.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BookingsOnLine.com I booked online believing I was dealing with *************** (********* in *********, **). When the confirmation arrived, details were not correct and the price was not what was represented. I called and cancelled the reservation. I was promised a full refund of $1,064.34 to be put back on my credit card. The refund never came.

  Business response

  08/08/2024

  Greetings Mr. ***** ***************,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a full refund of $1,154.81. You should see the refunded amount reflected in your account shortly.

  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.

  Kindly,
  *********************************
  Brand Ambassador
  **********************
  

  
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked with this company and had a trip on 7/15. My company requires a breakdown of the large taxes and fees amount. I have submitted requests to their helpdesk 3 times, and have now called 3 times. I received no response from emails, and the call center "cannot transfer or provide a direct line for someone able to resolve this issue". I have been promised a callback that I have not received. All I am looking for is a simple breakdown of the charges, no refund.

  Business response

  08/06/2024

  Greetings ****, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

  Best Regards,
  *********************************
  Brand Ambassador
  **********************
  
  

  Business response

  08/08/2024

  Good Afternoon ****, 

  Thank you for giving us the opportunity to review this for you. I have attached the receipt with the breakdown of the charges to this message!

  If you did not receive the receipt, please let me know and Id be more than happy to send it via email!
  
  Thank you for your understanding and patience.

  Kindly,
  *********************************
  Brand Ambassador
  **********************

  
  

*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. ↩