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:10/10/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Website deceptively masks itself like you are booking with the actual hotel. Website uses language stating refunds are avail as long as you cancel early, I was booking more than a month out and cancelled reservation the same day. I have not received a refund. I have called numbers associated with their business and they do not provide human contacts, when you exhaust the robot they tell you to contact the hotel directly. I'm still unclear if they are associated with ******* by Wyndham, when I tried calling *******, the person who picked up the phone twice refused to talk to me, transferred me to another robot line where I could not discuss with a person. There is no support service. It's just a scam to take your money. Website is set up in a sophisticated manor to mirror an actual hotel website, they know what they are doing. They do not care to provide an actual service.

• Initial Complaint

  Date:10/09/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Booked a hotel reservation online for my daughter's birthday party. The business did not book the reservation with the hotel or pay the hotel, so we had to pay the hotel directly at the reception desk on the day of the reservation. After multiple calls requesting a refund of the original amount, customer service continues to say the case is being "escalated" but there is clearly nothing happening. Refund has been demanded for over a month with no resolution.

• Initial Complaint

  Date:10/08/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 my daughter, Moorpark CA ** on October 25, 2025. The name on the hotel reservation is *************. I cancelled this reservation approximately 1 hour later because she told me she couldnt make it due to your school obligations had changed. She is a schoolteacher. The cancellation stated that I would receive a refund within ten business days. Ten days passed and I still had not received a refund.

• Initial Complaint

  Date:09/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 through BookOnline.com in September 2025 and was charged more than the hotels direct rate. I cancelled the reservation the next day and was told by their agent that I would receive a refund within 210 business days. I also received an email confirming that my refund request was under ********* date, I have only received a small partial refund for an add-on, but the majority of the charge has not been returned. The reservation itself was marked Cancelled, and the confirmation number provided was not valid at the hotel.When I followed up by phone, BookOnline.com told me they were waiting for a response from the hotel and claimed they were unable to reach the property. However, every time I personally called the hotel, my calls were answered promptly.I have made multiple follow-up attempts, but customer service responses have been canned or calls disconnected. This booking site uses vague disclaimers and inflated fees, which left me with a cancelled reservation and no refund.Desired outcome: A full refund of the remaining charge and clearer, more transparent business practices.

• Initial Complaint

  Date:09/22/2025

  Type:Product 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.

  -September 15, 2025 5:15pm ******* USD -What the business committed to provide you: I called ************** and spoke to a an agent to book a Marriott in *********, **. I was not aware nor was I told this was a 3rd party booking service. I thought I was dealing with ******** directly as she answered stating **************** She helped me book 2 rooms in ********* for 10/3/25-10/5/25. Reservation H12734379. I specifically asked about the cancellation policy and she assured me I would be able to cancel. I asked 2x about this and said I am traveling with others and need to make sure I can cancel. This was confirmed 2x and stated I had 24 hrs prior to reservation date. -Dispute: I saw the email confirmation that was sent and read that it was NON REFUNDABLE and they had charged my card. I NEVER was told that this was NON REFUNDABLE or ever agreed to those terms. The email states I agree to the terms, I never was told and I certainly never agreed. In fact if she had said that to me, I would have not made the reservation.I immediately called back on 9/15/25 and explained my issue. The agent apologized and said she would file an URGENT ticket for an agent providing me false information. I received an email confirmation (9/15/25 at 6:03pm) that a ticket was logged on my behalf. I have not heard anything regarding ticket #******* despite asking several times for an update. Now when I call this number it tells me about a special offer for a medical device and does not take me to a reservation agent. So I can't call them and I am not getting a response at all on the ticket. I did call ******** directly and they do see the reservation but I do not want this reservation and I wish to be fully refunded. This is terrible and I was completely misinformed.

  Customer Answer

  Date: 10/08/2025

  I wanted to let you know ************* finally gave me a full refund. I had to reach many many times. It was the worst experience. But it's done and I will never book with them again. You can close my complaint. 

  
  

  Thank you,

  *****

• Initial Complaint

  Date:09/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 5/18/25, I booked a 2-night hotel stay at ***************** but almost immediately canceled (about a half hour later) and submitted a refund request because I mistakenly booked the incorrect dates. The cost of my room was $287.23 + $26.64 travel insurance = $299.87 total. The travel insurance fee was voided, so the remaining amount due back to me was $273.23. I got an automated email from their support team ****************** on 5/18 stating they received my request and it was under review. I responded asking for confirmation that I would be getting a *full* refund. I then got a response on 5/19 in writing that my refund was being processed and could take up to 10 business days. I only received a refund of $136.61, so I called customer service on 5/24 and was told that the full refund was approved and would receive the remaining $136.62 soon. I called again on 6/9 for a status update. The *** I spoke to told me it was pending, but she would escalate it to have it expedited, and that I should receive it in a couple of days. I called on 6/19 for another update and was told AGAIN that was approved for a full refund but the remainder was still outstanding. She gave me the same false answer that the last *** gave me and told me she'd escalate it to a mgr. and that I should receive it in 2 days. I then decided to disputed it with my bank, who told me this company refunded me $0.01 because of their cancelation policy. The 1 cent refund was very insulting and basically telling me "F you". It's my understanding their customer service phone calls are recorded, so why don't they pull the calls in which their ***s told me ***eatedly that I would be getting a full refund. I want a full refund as promised. This company has been very difficult and frustrating to deal with and no one gives correct info. It's absurd the way that I've been treated.

• Initial Complaint

  Date:09/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 September 8, 2025, I, ****** ******, inadvertently booked a room at the ************** through bookonline.com as opposed to going through the hotels booking system. This particular event is the annual meeting of the *************************, which is a direct pay from the ****************. Thus, when I realized what had happened, I cancelled my reservation, booked through bookonline.com within 1 hour of making the reservation. When I spoke with the hotel event coordinator, she advised me since I cancelled through bookonline.com within 24 hours I would be refunded fully. I have attempted to call bookonline.com numerous times and each time I get hung up on by a recording and have never been able to speak with a person to attempt to resolve this matter. I have used their online chat feature in an attempt to resolve this matter numerous times and have not received any responses back. The contact person with the Westin Lombard is ***** ******** ************************* ************. Ms. ******** told me to provide her information to bookonline.com to authorize the refund. I sent that information as well and still no one from bookonline.com has responded. I am seeking a full refund since my reservation was cancelled immediately and no services or room will be provided. I find it to be extremely unprofessional that nobody from bookonline.com has responded to me.

• Initial Complaint

  Date:09/15/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 book a room; I bought the insurance in case I have to cancel. The charge me $165.00 more the original *** was supposed to be $309.00 they charge my care $517.00 So I immediately call and ask for my reservation to be cancel, the *** said yes, I seen where you bought the insurance, let me get it over to the price review department and they will send me an email, I then look at email, and they sent me a notice cancelling my insurance and I and refunding me the $46.00 which was the fee *** for cancelation. Which I did not tell her to do! I tried to call back five times, and they would not pick up phone, every time I put the reservation # in, the phone was disconnected. I call my ************ to close the credit card and to do a dispute

• Initial Complaint

  Date:09/04/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of transaction: 8/2/25 Amount of money that was payed to the business: $222.90 What the business committed to provide you At the time of purchase I was told that my son could check in at the hotel. However when he tried to check in he was told check in was later in the day - after 3pm. My son ended up sleeping in the lobby at the *********** until they gave him a room early in the morning. I was promised a refund by bookonline via email but after multiple requests I still did not get the refund due.

• Initial Complaint

  Date:08/20/2025

  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.

  They booked and charged me for an extra day at the *********** Express. I have talked to them 4 times on the phone trying to get it resolved. I was present when they talked to the motel and were told by the motel that I was staying only 2 nights not 3. They assured me they would refund the money. It has now been 4 weeks and they still have not refunded the overcharged amount.

  Customer Answer

  Date: 08/27/2025

  Thank you for your help.

  I received my refund today