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:07/23/2025

  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 May 26, 2025 I was redirected from the Sheraton website to bookonline . I reserved a hotel room for $577.01 for January 26, 2026. It has been fully charged to my credit card. There is still no confirmation with hotel name or date . I have tried calling and emailing the company and there is no response. I would like a full refund as soon as possible.

  Customer Answer

  Date: 07/24/2025

  The reservation was for the ********************** in ******* , January 27 ***** , 1night . 
  

   

  Business Response

  Date: 07/24/2025

  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,

  ******* *********

  Customer Answer

  Date: 07/24/2025

  I have reviewed the business response and accept this resolution. I will be waiting for a full refund . 

• Initial Complaint

  Date:07/17/2025

  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.

  This is in regards to order number H11985973 on July *******. I tried to book one night at the ***************** in **********,** for July 26. I thought I was on the hotel website but the reservation ended up on bookonline.com. It looked like the hotel website and added many fees that do not apply for booking a hotel room including a refund protection fee that did not allow me to receive a full refund. I was charged I was charged a total of $336.18 . A refund protection fee of $32.78 was charged and a tax and recovery fee of $135.18. I found the website very misleading. I called and received a refund for the fees but I am requested a refund for the total amount of $336.18.

  Business Response

  Date: 07/17/2025

  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: 07/17/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $368.96. 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:07/08/2025

  Type:Billing 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.

  Was redirected from another site to *****************. Overcharged me for "reservation insurance" & never refunded my reservation fee after I was charged by the hotel for the actual stay.

  Business Response

  Date: 07/11/2025

  Dear *****,
   
  We appreciate your business and would like to provide a detailed breakdown of the total charges for your reservation, which amounts to $854.06 USD.
   
  Here is the cost breakdown for your booking:
  Nightly Rate: $234.00  USD
  Tax Recovery & Fees: $155.10 USD
  Refund Protection: $75.87  USD 

  The nightly rate reflects the cost of the accommodation for your stay. The tax recovery and fees include all applicable taxes and service charges associated with your booking. The refund protection is an optional service that allows flexibility in case of unforeseen changes.

  If you have any questions or require further clarification, please do not hesitate to reach out. We are happy to assist you.

  Sincerely,
  ******* *********
  Brand Ambassador
  ************************************
  

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service 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 with BookOnline.com over the phone. At the time I thought I was making a reservation directly with the hotel and the agent never informed me that this was a third party site, they falsely misrepresented themselves as being the actual hotel. I made a reservation for three rooms, one under my name the other two under the names of my family members. They booked one of these two rooms under the wrong name and have been unwilling to update the name. They claim that the only resolution is to cancel the room, however they want to charge me a penalty for a cancellation even though this was their mistake. I am going to cancel the room but am demanding they refund me the entire amount. I should not have to pay for their mistake.

  Business Response

  Date: 07/11/2025

  Greetings ******,

  Thank you for bringing your concerns to our attention. I took a deeper look into your reservation, and I understand that our supervisor has already been in touch with you, and Im glad to hear youve decided to keep your reservation as it is.

  Should you have any further questions or if theres anything else we can assist you with, please dont hesitate to reach out. Were here to help and ensure your experience is a positive one.

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

  Customer Answer

  Date: 07/11/2025

  I am rejecting this response because they did not address my concern.  They have neither updated the incorrect name on the reservation which was their fault, nor have they waived the penalty to cancel the incorrect reservation.  At this point I am tired of trying to get them to update the name and just want them to waive the penalty so I can cancel the reservation.   

  Business Response

  Date: 07/15/2025

  Greetings ******,

  I'd love to help clarify! Please keep in mind that once a reservation is booked, it cannot be modified. We can cancel your current reservation and rebook a new one with the new information, please be aware that your current reservation may have a cancellation policy.

  I took a deeper look into your reservation, and I understand that our supervisor has already been in touch with you, and Im glad to hear youve decided to keep your reservation as it is.

  Should you have any further questions or if theres anything else we can assist you with, please dont hesitate to reach out. Were here to help and ensure your experience is a positive one.

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

• Initial Complaint

  Date:07/03/2025

  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.

  I was promised a voucher, but no one sending me one.

  Business Response

  Date: 07/08/2025

  Greetings, 

  I am pleased to inform you that the voucher was sent to the email address: "*******************************". To make use of your voucher, you can do it through our website, ************************, or directly by calling our customer service line at **************.
  
  Your hotel room voucher is applicable towards a single hotel reservation booked on ************************. 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. 
  
  You can select any hotel worldwide, for any stay dates that are available to book on ************************. You can book the rooms yourself on ************************ like you normally would and choose the Voucher option at checkout.
  
  Voucher Terms:
  - Your free rooms, must be booked through ************************ (not our apps)
  - Your 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 bookings
  
  Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.
  

• Initial Complaint

  Date:07/03/2025

  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.

  The business committed to providing me a hotel reservation. When I called the hotel, they did not have it. The same day I made the reservation June 16, 2025, I called the company ********** to cancel the reservation. They said that they would provide a full refund up to 10 business days. Now, they will not transfer me to someone to talk to. I have called the company 12 times and sent email to talk with someone. The itinerary #H11657448

  Business Response

  Date: 07/08/2025

  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
  ************************************
  

  Customer Answer

  Date: 07/08/2025

  I am rejecting this response because:  I do not want this case closed until I receive the difference in money that I am owed. 

  Business Response

  Date: 07/09/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $428.66. 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: 07/12/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/02/2025

  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 June 6th I booked a reservation using BookOnline.com for a one-night stay at Holiday Inn Express from the dates June 11th to June 12th (2025). Here are the confirmation/itinerary numbers:Itin: H11560653 Conf: ********* Additional Details:I did not receive these numbers from BookOnline for my stay until June 12th-- a mere 3 hours before I was due to check into the hotel. That alone would be considered horrible customer service, as there is very little room to plan for any changes between when I booked the reservation and the time of checking in. On the day I booked the reservation (June 6th), I had started getting weary that this was a scam site, as there was no email confirmation, and no way to cancel the reservation. To play it safe and ensure I had a hotel room that night, I went through the official ********** app and booked a *separate, second* reservation. This additional IHG reservation was the one I used to actually check in at the hotel-- NOT the one sent by BookingOnline. When I checked in, I had asked the manager about the confirmation/itinerary numbers provided by BookOnline (as detailed above), and she indicated that it was NOT in their system at all, suggesting that they were fake numbers. The evidence is clear that had I not made an additional reservation through the ********** app and solely relied on BookOnline, I would have been denied a hotel room on June ********* is the contact information for the ************************* which this case is in reference to. You may use this contact info to confirm directly with the hotel that the above itinerary number and confirmation numbers were fake:Address: ************************************************** Phone: **************

  Business Response

  Date: 07/03/2025

  Greetings,

   Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for 90-120 days. If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.

  This is what needs to be included in the dispute closed letter, which is emailed to [email protected] // CC: [email protected].

  1. MUST be a screenshot of a message in the bank’s online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)

  2. MUST state cardholder dropped or withdrew the dispute

  3. MUST include the following info, which must match the charge info:
  · Cardholder name
  · Last four digits of the card
  · Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.

  Thank you for your patience through this process.
  

  Kindly,

  Melanie Planelles

  Customer Answer

  Date: 07/04/2025

  Hello,

  I can confirm that this matter has already been fully resolved yesterday on a different review platform, so no further action is necessary. Thank you for your prompt response, and Happy 4th. :)

  - Tom

• Initial Complaint

  Date:07/01/2025

  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 6/16/25 I booked a hotel reservation at a ************ in *******, **. Thought I was booking on the Westin website, but I then discovered I was on some unknown site called Bookonline.com. When I received my confirmation (Itinerary #H11654728) I noted huge unexplained fees in the billing amount. I tried to call the company to get an explanation of the fees, but there is no way to actually talk to anyone there. So I emailed (still on 6/16/25) to say that the mysterious fees were so high that I was considering canceling the reservation - as long as there were no big cancellation charges. I was shocked to get a return email saying they had canceled the reservation (without my authorization) and would be issuing a refund. I then asked what the refund amount would be. No answer. Several more emails to the company went unanswered. After ***** days I did receive a refund of $321.17 - but that was only half of the original $642.33 billing. So I got hit with a 50% penalty on a cancellation I did not authorize! I emailed twice to complain but no response, of course. What I want now is simple: an additional $321.16 refund to give me all my money back. This business is horrible to deal with.

  Business Response

  Date: 07/03/2025

  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
  ************************************
  
  

  Customer Answer

  Date: 07/04/2025

  I am rejecting this response because:   Look their email is cordial and professional, but its simply an acknowledgement that theyve received my complaint and theyre working on it. At this early stage, they have not yet attempted to resolve our dispute. Lets wait to see what they come up with

  Business Response

  Date: 07/08/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $642.33. 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: 07/09/2025

  I have reviewed the business response and accept this resolution. One caveat, of course, is that I actually receive the full refund. So far, the refund has not beenhit my credit card account. So, well see what happens. Their response, so far, is encouraging.

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising 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.

  Booked online reservation June 6, 2025.Prepaid total $232.10. Check in date June 21, 2025, reservation not found in system. Hotel stated that they have had other guests encounter the same situation at this location. Holiday Inn **************** ******************* by ***.

  Business Response

  Date: 06/27/2025

  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, 

  ******* Planelles 

  Business Response

  Date: 07/08/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $211.48. 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:06/23/2025

  Type:Billing 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.

  1. went to Best Western website to make a reservation 2. without my knowledge, we were re-directed to bookonline.com 3. charged $525.66 to make a reservation for 2 rooms 4. Bookonline.com also charged $46.70 "refund protection" without my consent 4. Best Western charged us $309.14 for 2 rooms (although I believe they got paid for 3 rooms)5. Bookonline.com kept the rest and we have been unable to contact them via phone or Live Chat 6. This business is a complete scam and should be charged criminally

  Business Response

  Date: 06/23/2025

  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: 07/03/2025

  Greetings,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a refund of $71.84. 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
  ************************************