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: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:09/04/2025

  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

• Initial Complaint

  Date:08/09/2025

  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.

  I needed to reserve a hotel for a trip to ********/**** to see family for an important family event. I had a flight from *** to ******* with a connecting flight in *******. The flight from *** to ******* was delayed so long that I would miss my connection to ******* and be stranded in ******* overnight and miss the event I was traveling to attend. The hotel reservation was for the night of July 25. The hotel (****** *********) says that they cannot refund the night because I made the reservation through a third party. This is where my dispute comes in. When I made the reservation, ******************* result is designed to make you think you are booking with ****** *********, not a third party and when I called, the phone agent made it sound as if I had made the reservation with ****** *********. Imagine my surprise when my call to the manager of ****** ********* informed me who I had made my reservation with. I have been calling BookOnLine to discuss this and they keep telling me they are "investigating" it, but so far, nothing has been resolved. They refunded the second night I was planning to stay, July 30. But they say they can do nothing because the hotel, ****** *********, says that they didn't know before the 3:00 p.m. check in time which was before my original flight plan was scheduled to depart from ***************I'm filing this complaint because in my research after the fact, I found out that this company has an F rating with the BBB with hundreds of complaints. I thought I should make one more so that other's might be wiser than I was.

• Initial Complaint

  Date:08/06/2025

  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 made a reservation for ***********, Pearl in ** on July 13, 2025. The name on the hotel reservation is ****** *****. I cancelled this reservation approximately 15 minutes later because it was made at the wrong hotel. The cancellation stated that i would receive a refund within ten business days. Ten days passed and I still had not received a refund. I contacted Reservation Support again and received an email on July 23, ******************************************************************************************* 10 business days. Ten business days have passed and I still have not received a refund. I have called my bank to file a dispute. This company will not refund $336.46 that is owed to me and as their email that was sent to me states.

• Initial Complaint

  Date:08/01/2025

  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.

  On the night of July 27early morning July 28, 2025, my son was stranded in *********, ** due to flight delays. I urgently searched for nearby hotels and clicked what I thought was the local Holiday Inn number. I asked the agent if I had reached **** national reservations lineshe said yes. I explained the urgency (my son needed a room in 15 minutes), and she quoted a high price without breaking down the cost or fees. When I questioned it as an *** member, she deflected.She confirmed a check-in time 15 hours later, which I immediately corrected, but she refused to change it and hung up. I then called the hotel directly, learned this was a third-party company (not ***), and was told this happens often. Worse, they had no record of a reservationshe had sold me a nonexistent room.I later contacted the third-party company, was hung up on repeatedly (8 times), and only got a customer service number after calling 9 times - they said they could not help and I requested a supervisor. They never called back. I now see 25% in hidden fees were added. Had the agent been honest about not being with ***, I would never have booked. This was a deceptive and fraudulent transaction. I am requesting a full refund since the entire reservation was fraudulent, they lied and claimed to be a different company, and they sold me a room that did not even exist. Total cost of the transaction was $210.83 (USD) Confirmation # (of the nonexistent room) - H12131657.

  Customer Answer

  Date: 08/27/2025

  The company finally refunded me--but this is a VERY bad company that has its employees lie to consumers directly.

  Customer Answer

  Date: 08/27/2025

  The company finally refunded me--but this is a VERY bad company that has its employees lie to consumers directly.

  
  

• Initial Complaint

  Date:07/31/2025

  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 made a hotel reservation with booking online. Com and they charged me before checking in thats never happened before so I canceled the reservation and asked for a refund because my plan to stay overnight had changed. I paid them for trip protection that would let me cancel if something happened then they refused to issue a refund. They went ahead and cancelled the reservation and kept the money so now Im out $388 and have no reservations at the hotel essentially they stole my money. I have been on the phone for over five hours today. My blood pressure has gone up and Im incredibly stressed because I need to go home early to ******. My son told me this was probably a scam website and then I looked it up and I have discovered that bookingOnline. Com has been reported to be a scam and they have malicious and deceptive practices. I dont trust them with my money or my bank information and I have called my bank already. This is caused so much stress for me.

  Customer Answer

  Date: 08/13/2025

  I still have not received my Refund And I believe this booking agency has sold my email address because I have received an influx of Spam and fake fishing emails which is abusive and harmful because it could lead to identity theft Im not happy that they have my information at all and I feel very vulnerable

  Customer Answer

  Date: 08/13/2025

  I am still waiting for my refund $388 in Canadian funds is a significant amount of money for me to lose

• Initial Complaint

  Date:07/16/2025

  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 would like a refund for the reservation I made at the *********************, a DoubleTree by ******. I thought I was talking to the hotel's reservation department when I booked my room. In talking to my sister, she told me that rooms for the wedding party and family were set aside. She urged me to cancel the previous booking and then reserve a hotel room set aside specifically for this event. It is important to all of us to be a part of the wedding.I called the hotel's front desk and although there was a reservation in my name, no changes could be made to the reservation because the room was booked through Bookonline, not the Doubletree or Hilton Reservation System. Their webpage is designed to misdirect, implying the two companies are connected. ********** has no incentive to provide exemplary customer service. The person on the phone very carefully used his words to confuse, deceive, and misdirect. There is an important distinction here. This situation provides a good example of how ********** uses seemingly innocent business practices to deceive. More than that, I'm surprised ****** and Doubletree don't object to this practice. Financial data is essential to analysis of the business's success. Number of bookings signals quality within the reservation department and growth of the company as a whole.Many complaints about Bookonline are on file with BBB and many postings begin with "this is a scam", or other similar descriptions that include the words "fraud" and "deception."Our nation is consumed by business practices which are designed to take without providing any service or product at all. Since 1912, the BBB has worked to represent the consumers of our nation. I am asking for your help. I don't have enough funds to pay a thief in order to attend an important event for the youngest in my family. I have been saving for this last wedding. Your help is appreciated. Thank you for all you do on our behalf. Sincerely, ***** *******