ComplaintsforBookOnline.com LLC

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked four rooms on BOOK ON LINE .COM and I paid over $2,100 for three doubles and one single for four nights. Not only did they messed up my reservations they didnt even have my all of my rooms. I talked to the hotel manager and he gave me some bogus c*** about my reservations didnt match his and that I had to call BOOK ON LINE. He gave me a bogus number and every time I tried to call them they gave me a case number and no one ever called me back. Im starting to believe this place is a scam. I have 10 people waiting to get into rooms that they dont have. I cant get a refund or moved to another hotel. Im ****** because I can not get in touch with anyone!. By the way they put my in a ************ AND SUITES IN ******* **, NEVER EVER GO TO ******* ** and get a room from this scam and f a company

  Business response

  04/27/2023

  Thank you for reaching out and allowing us an opportunity to review this for you. Please provide the following information below, so we can best assist you in a timely manner from this point forward.  
  Also, please provide any documentation that you have from us (confirmation email, cancellation email, etc...) so we can match it with our internal documentation.  
  First Name & Last Name used for the reservation
  Email Address used for the reservation
  Reservation Confirmation ID
  Thank you for your time,
  BookOnline

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I attempted to make a 2 night reservation using BookOnline.com. Upon reviewing the reservation details the website confirmed the reservation that was being reviewed. A 2 night stay in *** was what I was attempting to enquire about. BookOnline.com charge $413.41 which is fraudulent and most definitely incorrect!After 20 minutes of calling the business, 2 Representatives forwarded my call to an automated answering service with no help. The website stated no refund, but never gave the option to review the actual itinerary. I would like the full refund of $413.41 immediately and I will be contacting the bank for the fraudulent charge. This is not a joke! I will not stop until the money is refunded. Due to the fraudulent activity of the website, I can no longer even go to the place that I was planning on visiting. They took everything I had!! This isn't right at all and whoever is in charge needs to be held accountable. Shut that site down immediately!!

  Customer response

  04/18/2023

  On 4-18-2023 I received notification from my bank that the $413.41 had still been taken out of my account. Also have the attached email that shows BookOnline.com cancelled the transaction through The Marriott in *******. The bank is investigation this now as fraud. I want to be refunded instead of being giving the run around. Also attached, clearly shows how many times I have contacted BookOnline.com support and still no response or communication. It's **************** messages coming back to my email. 

  Customer response

  04/22/2023

  Update: A refund was issued. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a reservation with Hyatt Place in ********* for 3/14-3/16 and paid-in-full for $703.66 with my credit card. The charge appears on my credit card statement. When checking out, I had to pay the hotel directly because they never received the "digital credit card" payment from bookonline.com. I have spoken with ***** and they told me they have been unsuccessful in their attempts to get my payment from bookonline.com. I have contacted bookonline.com several times without a response or success. It is very unfortunate this business appears so prominently when searching online for reservation information for hotels.

  Business response

  04/27/2023

  We are researching this and will respond after communicating with our accounting department.  If it is found that we have made a mistake on our end and the payment was not made to the hotel, you will receive a refund.

  Business response

  04/27/2023

  The customer was refunded by the hotel for the money that they collected on 4/24, as it was an error on their end.  This has been confirmed by our accounting team and the hotel directly.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business charges $50-$60 on top of nightly charge. As others have described repeatedly, I tried to book hotel directly through hotel site and was redirected to bookingonline.com with no notice. I contacted the company: they dont care. I contacted hotel and they dont care. I cant cancel. Ill be making a video that goes viral because this is blatant fraud and no one is dont anything about it. Ill be giving bad reviews on Yelp and every similar site. This is the second time this has happened to me.

  Business response

  04/27/2023

  BookOnline is an independent travel network, offering reservations and exclusive deals for more than ******* hotels throughout the world. We understand that you were surprised to learn that BookOnline is not affiliated with the hotel where you made your reservation. We are sorry to learn of this misunderstanding. BookOnline tries to be as transparent as possible in disclosing that it is an independent travel network, which is not affiliated with any hotel. We would like to contact you directly to help with your concerns. To keep your information secure, please send us a message with your reservation # and email address used at purchase and we will respond with the next steps. 
  
  
  Thank you.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid $1,649.65 to make a hotel reservation through bookonline.com LLC for an upcoming trip in June knowing the trip dates/location may change. The room i booked clearly stated free cancellation so i felt comfortable believing I could cancel if changes were made to this trip. I called back 2 days later to cancel this booking and now theyre telling me I cannot cancel and the reservation is non-refundable. To clearly state free cancellation at time of booking and then later state its non-refundable is fraudulent, misleading and deceptive. I want to cancel this reservation and full refund of $1,649.65. My itinerary # is H6497468

  Business response

  04/27/2023

  All of our records show that this reservation was made for non-refundable inventory.  Please see the attached receipt.  Please share any information that shows something otherwise and we will take necessary action. 
  

  Customer response

  04/27/2023

  I am rejecting this response because at time of booking, website indicated free cancellation (see uploaded screenshots). You uploaded a copy of the email I received after I booked which states non-refundable. It was deceitful and misleading to indicate one thing and then after booking say something else.

  Business response

  05/25/2023

  The screenshots provided are from a date greater than the date you reserved your room on our site.  Inventory is provided to our network from numerous sources and it's ever-changing.  Here are two screenshots from the same query done today 5/55/2023 12:47pm est.  As you can see in the screenshots, the inventory available on our site for the same room is set as nonrefundable.  As you can see in our checkout page screenshot, when the inventory is non refundable, we require the customer to click an open checkbox agreeing to and confirming the notification that they've agreed to the terms of the reservation and cancellation policy.  A customer cannot complete this page without completing this step.  We have reviewed every detail of the customer's reservation experience on our site and there's nothing that we can do with the information that we have.  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The transaction occurred April 1, ****. Because bookingonline.com appeared at the top of my search I thought I was booking through Marriott / Fairfield Inn. When the total for the booking far far exceeded the total for the two nights I was booking I tried but was unable to obtain an explanation. I telephoned what I thought was ******** staff and in asking questions about the inflated total the persons on the call hung up on me. Terminated the call with not a word of explanation. I canceled the transaction (still thinking I was dealing with ********, and that was when I realized they would not refund the transaction -- MORE THAN $450. The camouflaged fees, the terminated calls -- while I was speaking -- and the ex post facto cancellation point to the same pattern of bait and switch outlined in other complaints to BBB.

  Business response

  04/27/2023

  Were sorry you had that experience. We structure our site in a way that all costs are fully disclosed on the checkout page after all dynamic variables (room type, person count, number of nights, etc...) have been selected. After this step has been completed BookOnline discloses all costs clearly on the checkout page and we require every customer to click an open box agreeing to the pricing, terms, and cancellation policy associated with their reservation. Bookonline.com will not allow a customer to move forward and complete the checkout process without agreeing to the pricing, terms, and cancellation policy. With that being said, customer satisfaction is our priority, and we would like to help. Please provide us with any documentation to support your complaints above, as we have not been able to find this behavior on any reservations.
  
  Thank you,
  
  BookOnline

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was making a reservation with Best Western in ******************* for members of my family for my daughters wedding. The rooms were ****** per night. At the end of the reservation I found that I was not on the Best Western site but Bookonline.com and they had added extra fees of $339.12. I immediately sent a request to cancel the reservation but their chat system was down so I sent an email. They have not responded.

  Business response

  04/27/2023

  Thank you for reaching out and allowing us an opportunity to review this for you. Please provide the following information below, so we can best assist you in a timely manner from this point forward.  
  Also, please provide any documentation that you have from us (confirmation email, cancellation email, etc...) so we can match it with our internal documentation.  
  First Name & Last Name used for the reservation
  Email Address used for the reservation
  Reservation Confirmation ID
  Thank you for your time,
  BookOnline

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel room online. Although I went to the Sheraton website, my reservation was made through Bookonline. I booked a room which was supposed to be a deluxe king room with a sleeper and larger living area. The Hotel informed me at checkin that my reservation had been made through Bookonline and NOT through the hotel website. I was also told the hotel did not have the type of room we had booked. Our room was small, had only a chair at the desk, had no hair dryer in the VERY small bathroom. The hotel tried very hard to make our stay better, but could not give ** the room we booked because they do not have that type of room. Bookonline intentionally deceived ** and OWE ** a FULL REFUND.

  Business response

  05/03/2023

  Were sorry you had that experience.  Customer satisfaction is our priority, and we would like to help.  To keep your information secure, please message us your itinerary number and email address you gave when completing the reservation and we will respond with the next steps.
  Thank you
  
  

  Customer response

  05/07/2023

  My itinerary number was H6442866.  My email address is ******************  How do I respond to their request for this information?

  Customer response

  05/08/2023

  I am rejecting this response because: My itinerary number was H6442866.  My email address is ******************  How do I respond to their request for this information?  

  Business response

  05/09/2023

  Thank you for providing the requested information.  We have reviewed your reservation and found that you booked a single kid bed (see receipt attached).  Also we looked up the room types available at this hotel and the details of the room that was booked and there is no notes on our site about a pull out couch or any additional sleeping.  The picture of the room shows a bed, nightstands, chair, desk and TV (see attached photo).  Please send ** any additional details that you may have, but given the information that we have access to, there's nothing that we can do at this time.  

  BookOnline

  Customer response

  05/17/2023

  I am rejecting this response because:   There were no receipts attached to their response

• Initial Complaint

  03/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Tried several times to contact company, they emailed me 6 case#'s, but closed case without notifying me.

• Initial Complaint

  03/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 31st, 2022 I booked a double deluxe, club level, room at **************************** for my sisters bachelorette, 100% refundable on the confirmation for a date in April for $899- which I thought I booked direct.. then learned it was through BookOnline.com. I called today, 3/11, to confirm my stay. They confirmed I had a room, BUT A SINGLE KING ROOM- which they offer through their website for $450. I asked them if I can cancel my reservation and they said I had to contact Bookonline.com. I called them 15 time, 90% of them they submitted a "ticket number" and a request to call me back, other one told me my reservation was not cancellable. I can not get ahold of them to cancel and this website needs to be shut down. I want all my money back and for this to stop other people form using this horrible, fraudulent, website. In addition, when I look at my credit card bill their phone number is 800-123-4567 ?

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/03/13) */ We are issuing a full refund. Please allow for 5 - 7 days for the refund to post in the account of your original payment method.

*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. ↩