Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation for a week at The Reef hotel in *****************. I cancelled the reservation and the trip insurance within 5 minutes because I thought they were going to secure it with a deposit. Instead they charged the full amount, including ridiculous fees they hadn't mentioned. The total was $1595. The trip insurance was $155.57. The cancellation rules stated that if the reservation was cancelled by May 6th it would be fully refunded minis one nights stay. It has now been 10 days. Neither the hotel nor trip insurance has been refunded. You can't speak to a real person. An automated message tells you the $155.57 for insurance has been refunded and then hangs up. An email I sent got a response stating that a refund has been issued but no amount or date. I just called again and was put in a loop then disconnected. I need that money. We are 70 year old retirees.

  Business Response

  Date: 04/02/2025

  Greetings,

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

  If you have any immediate questions or concerns, please feel free to contact us.

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

  Business Response

  Date: 04/11/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $1,573.89. 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

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of my transaction was March 23, 2025. I was looking for a pet friendly hotel where I thought I was contacting the hotel directly I asked 3 times to confirm if this hotel was pet friendly, where I was told yes. I was charged $785.27 USD. $69.85 of that was a refund protection which I never was told about and also told not charged until the day I arrived at hotel and could cancel anytime which was a lie. They charged me right away. Found a direct number to hotel to confirm - not pet friendly. Called support number on my invoice and they said they made a mistake and hotel wasnt pet friendly. They only refunded me the refund protection. Ive been calling everyday and keep getting the same answers. A ticket has been created. I want my refund. There is nothing for them to investigate here. They messed up and are holding money. How can they refund you a small portion and not the full amount. I told them this is a scam. Something needs to be done to shut down this site. They are plain out stealing peoples money.

  Business Response

  Date: 03/28/2025

  Greetings, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer Answer

  Date: 03/28/2025

  I am rejecting this response because:   
  

  im not looking for another reservation. I am looking for a full refund. 

  Business Response

  Date: 04/02/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $786.27. 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 Answer

  Date: 04/05/2025

  I am rejecting this response because:   
  

  I received another refund but still not in full? You still shorted me $62.48 Canadian 

  why wasnt the credit for the full amount?

• Initial Complaint

  Date:03/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On this day, March 21st, 2025, I went online to book a reservation with Holiday Inn Express in *******. I went directly to the ********************** Website. Somehow, however, I got transferred to bookonline.com. Thinking I was dealing with Holiday Inn, I input dates and payment information and was "successful" in booking a room. However, feeling leery with the whole situation, I decided to call Holiday Inn Express in ******* directly and confirm if indeed a room had been reserved for us. The hotel employee that answered the phone stated that not only had we reserved one room, she was showing there were two rooms booked under our name. That's when we decided to cancel the reservation with bookonline.com altogether. However, in looking at the credit card statement, this company charged us 3 times for the same room. Needless to say, I told the credit card company to close my account. I am so angry but more than anything, shaken up with how easy it was for this company to "steal" our information.

  Business Response

  Date: 03/25/2025

  Hello *******, 

  I'd love to help! After reviewing the image it shows that the charges are pending, please submit an image of the charges showing they have been completed and I'd be more than happy to escalate this information. I am pleased to inform you that after taking a look into your reservation, I see that a refund of $728.54 has been issued back onto the card used to our ***** your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to contact us at *************************************!

  Kindly, 

  ******* Planelles 

  Customer Answer

  Date: 03/25/2025

  I am rejecting this response because:   The amount that we have been charged is $902.01 and not the $728.54 the business has supposedly already returned to us.  Why are we being short changed $173.47?  Regardless, the full and total amount of  $902.01 needs to be returned to us immediately.  We don't want to have to deal with this added stress.  PLEASE return the money as soon as possible so that we may be done with this ordeal. 

   

   

  Business Response

  Date: 03/26/2025

  Greetings, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer Answer

  Date: 03/27/2025

  I am rejecting this response because:   The amount that we have been charged is $902.01 and not the $728.54 the business has supposedly already returned to us.  Why are we being short changed $173.47?  Regardless, the full and total amount of  $902.01 needs to be returned to us immediately.  We don't want to have to deal with this added stress.  PLEASE return the money as soon as possible so that we may be done with this ordeal.   Furthermore, until we receive the funds in full, we will continue to reject any "offers" from this company.

  Business Response

  Date: 04/01/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $902.01. 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

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used BookOnline.com to book a hotel reservation at a Holiday Inn Express in **************, ** from 3/19-3/20 with "refund protection" but when I submitted the payment the website said there was an error with payment and it didn't go thru. I used another website and successfully made the reservation only to find out looking at my CC statement that the BookOnline charge went through. When I cancelled the reservation through ********** they said that the refund couldn't be approved because it needed to be made on 3/17, the day BEFORE I even booked the reservation. I contacted the hotel property itself and they never even received the reservation from BookOnline to be able to "refuse" the refund as BookOnline is claiming and now I am out $320.43 for the BookOnline reservation and the cost from Expedia. This all appears very scam like.

  Business Response

  Date: 03/21/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $312.84. 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

  Date:03/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not realize I was booking through a third party website. I was in search of a room that would offer same day cancellation due to the uncertainty of our travel plans. I spoke to Joy on 3/15/2025 just before 4pm and she assured me that by adding refund protection, I could definitely receive a full refund minus the $28 that the protection plan costs. She said I could cancel the day of and get a refund, and I asked several times to be sure. When she read the cancellation policy, I again asked about a refund and she said the protection plan would ensure a refund despite what the policy said.I ended up needing to cancel just hours after I had booked, and was told there was no refund. They said theyd put in a request for one, but based on reviews on the BBB website, Im not optimistic. Im very frustrated because not only was a lied to, I passed this info on to others and they are in the same mess I am. This is a very deceitful company.

  Business Response

  Date: 03/20/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $313.06. 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

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/13/25, I believed I was on the Best Western Tacoma website. Not a third party sight as it turned out. I entered Best Western Tacoma on ****** Search and the Book Online site came up instead. Not realizing this was a fraudulent website, I reserved one night for 3/15/25. The price seemed very high at $299 before taxes so I contacted my daughter and told her. She said she got her room at the same hotel for $137.She suggested I was dealing with a fraudulent third party. We checked the website and discovered it was a site designed to cause people to assume it was the official site of Best Western Tacoma. All reputable hotels allow cancellations or reschedules. Not Book Online. The price was non-refundable from the moment you purchase.I asked Booking Online for cancellation and full refund.I have been denied.

  Business Response

  Date: 03/20/2025

  Greetings, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer Answer

  Date: 03/21/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room through them on their website that was clearly meant to deceive into thinking it was the actual hotel site. They charged a ton of hidden fees which I cant even see what they are exactly because I did not receive a confirmation email. I did get an email about extra $29 in refund coverage fees that they snuck in which I quickly canceled. Then I called immediately when I realized what they had done. I didnt have an itinerary number since no confirmation email, so just hit 0 at that prompt and it automatically told me the unidentified reservation was confirmed and non refundable. Clearly a fake automated system. Finally got a human and he told me it was non refundable and refused to let me talk to a supervisor. He took my phone number for a supervisor call back but told me he couldnt guarantee a call back so obviously nobody is going to. I called the hotel directly and they confirmed the booking but couldnt do anything due to third party. Their records said I booked through Expedia which I did not so clearly something completely unethical, maybe even illegal, going on here. I offered to pay back the $29 in refund coverage to get the actual refund and they wouldnt do it even though they havent even begun to process that refund anyway. Clearly set up 100% to rip people off. How are they allowed to continue operating?

  Business Response

  Date: 03/20/2025

  Greetings, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer Answer

  Date: 03/21/2025

  I am rejecting this response because:   It has been 6 days and I still have not received a confirmation that this booking was made. I have been charged substantially more than I should have due to purposeful misleading and hidden fees. More importantly, I have not received what I paid for. It does not take 6 days to book a hotel room. I am concerned my money has been stolen and the hotel room will not be booked when I arrive. 

  Business Response

  Date: 03/21/2025

  Greetings, 

  After checking our system, I see your reservation is confirmed! Attached is a pdf with the confirmation and information for your reservation. I am pleased to inform you that a refund of $28.19 has been issued back onto the card for the refund protection plan, 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!

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

  Customer Answer

  Date: 03/21/2025

  This company is very unethical and clearly designed to trick and deceive people out of money. Even if I accept this result, that is only because they successfully duped me out of hundreds of dollars. I want to be sure my review warning others against using this company will remain on the page. 

• Initial Complaint

  Date:03/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * Directed from hotel web site to Bookonline to get reservation. Made reservation H10532496 itinerary; confirmation *********.* Amount charged ($119.00 plus tax recovery fee of $51.59 for total of $170.59) was more than hotel charged ($101.75). Paid by card on line.* Hotel did not have this reservation and we had to pay the hotel directly when we arrived.* Reservation was for 2/27/25 with check out on 2/28/25.

  Business Response

  Date: 03/20/2025

  Greetings, 

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

  If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer Answer

  Date: 03/25/2025

  I have reviewed the business response and accept this resolution. 

  Business Response

  Date: 03/25/2025

  Greetings, 

  Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation since the hotel confirmed they did not charge your card. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly,

  ******* Planelles 

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 1, 2025 - I thought I was calling the *********************** on *************** to make a reservation. I am not sure how I got this awful company but they answered that they were the ***********************. I should have listened to my gut because I asked various questions and the answers ended up being ALL incorrect. I was on the hotel website and asked for a specific room and she said it wasn't available. We agreed on a refundable rate. After I hung up I knew something wasn't right so I looked up again and found the REAL number to the hotel. Everything the woman had said was incorrect and the room I wanted was available and a lot cheaper. So within 2 hours I cancelled the reservation with the horrible bookonline company that i THOUGHT was the **** ****. I paid them $2,045 and they reimbursed me $1,113. I have been writing every day asking where the refund for the balance of $932 is and they keep saying it will be within 10 days. I just looked at the contract AND it says that they keep one night if you cancel. WHAT!!!!!!! No one said that to me and I did not agree to any such thing - what is the point of refundable fee? I am beyond sick to my stomach about how I was taken advantage of. I knew when I hung up something wasn't ok with them and now I am so angry. You can't reach ANYONE either... what an awful company that should be shut down. I hate scammers and bad people. I would so appreciate you getting my $932 refunded. Thank you - ****** ***

  Business Response

  Date: 03/14/2025

  Greetings,

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

  If you have any immediate questions or concerns, please feel free to contact us.

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

  
  

  Business Response

  Date: 03/17/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $2,045.97. 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

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had made a reservation for 2 nights at ******* in ***********. through bookonline.com, because of illness I had to cancel. **********'s policy say's that they do not collect cancellation fee's and it is up to each accommodation service provider. Before cancelling I contacted ******** and confirmed that there would be no cancellation fee. I told this to the agent at bookonline and the confirmation email was even titled "verbal confirmation, no cancellation fee" However they charged me a 50% cancellation fee and only refunded half my money. When I called to ask why and who got the money, I was only told it would be reviewed and they would get back to me.

  Business Response

  Date: 03/13/2025

  Greetings,

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

  If you have any immediate questions or concerns, please feel free to contact us.

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

  Business Response

  Date: 03/14/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $364.75. 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
  ************************************