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:06/07/2024

  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 made a reservation with BookOnline for a room at ********* in **********, **. I need to cancel that reservation and they keep asking for a confirmation number and a pin number. All I have is an "itinerary #" I just want to cancel the reservation.

  Business Response

  Date: 06/10/2024

  Can you please send us your itinerary number?  Also, you can cancel right on our website without any communication with a person using the My Booking page on www.bookonline.com

• Initial Complaint

  Date:06/07/2024

  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.

  Due to flight cancellations, we sought out a hotel room in the ******* area. We were provided confirmation numbers for 2 rooms with immediate availability at a hotel near the airport so that we could easily return to continue our modified flight itinerary after a few hours of sleep. After paying taxi fare to reach the hotel, we were informed by the front desk staff the hotel was fully booked and we should have not been given any indication otherwise from bookonline.com and were promptly turned away - unable to check in. We submitted the refund request and followed up with a phone call as well - seeking a full refund. To date, only a "hotel credit" has been offered which is completely unacceptable, as this booking company is fraudulent and confirms hotel availability with absolutely no authority or verification from the hotel to do so. A full refund for services promised and confirmed but not rendered or available is the only appropriate resolution. Reference: Itinerary #H8516285 Date: May 25, 2024

  Business Response

  Date: 06/11/2024

  A refund has been issued per your conversation with our customer support team.  Please allow up to 10 business days for the refund to post to your original payment method.

• Initial Complaint

  Date:06/07/2024

  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.

  On May 19, 2024 I was booking a hotel room at the ************ in ************* for our anniversary online. After I googled the hotel name and came across the site I believed to be the hotels web page. In the title of the site, it showed "thevinoyrenaissancestpetersburg.bookonline.com My Itinerary Number was H8482389. The confirmation number I was given was 23813291.The timeline on this reservation went as followed. My reservation was made on May 19, 2024 at 8:34 am. I requested the cancellation at 8:35 am per the companies email of request to cancel. At 8:56 am the same morning of May 19, 2024 I received an email stating that a refund had been put into motion. On May 22, 2024 at 1:54 pm I received a text message that the refund of $601.44 had been processed. I then called and talked to ***** at the 800 on May 22, 2024 at 2:12 pm and he said he would talk to the refund department for a full refund. On May 22, 2024 at 3:07 pm I received a email that only the $601.54 would be refunded.Here are the problems I have with this company.1)The website is set up to deceive the customer. The total fees were shown until after the credit card was processed.2)The representative I talked to lied to me concerning the ability to cancel the room with the hotel. He stated he called the hotel and they said it could not be cancelled. 3)I was charged $68.16 for Refund Protection that was never disclosed. I hindsight this may be why I was not taken for the full amount but was deceptive. This shows they used an outside company called Protecht for is policy. 4)The Tax Recovery and Fees added an additional $274.93 to the one day hotel rate.5)This companies total bill was $870.09 for the room. After cancelling through Bookonline.com I made the same reservation through the hotels site for $574.72 including tax with the ability to cancel if I wished.6) Everything about this company is a scam and should be forced to go away. There is nothing legitament about Bookonline.

  Business Response

  Date: 06/10/2024

  It looks like you've disputed the charges with your credit card company.  The dispute need to be fully resolved before a refund can be accepted by your credit card company. Please let us know when this process has finalized and we will push the refund.

  Customer Answer

  Date: 06/12/2024

  I am rejecting this response because:   **************** released this cas on June 5, 2024 after company declined full repayment case number D-********. I am looking for full repayment.

  Business Response

  Date: 08/01/2024

  Dear *****,

  We appreciate you bringing this matter to our attention. We have thoroughly reviewed your case and processed a full refund of $870.09. 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.

  *********************************
  Brand Ambassador
  **********************
  

  
  

• Initial Complaint

  Date:06/06/2024

  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 was booking Aloft Frisco from 7/4-7/7 and this is the first website shows, I was paid $444.81 with the confirmation #: H8601671 and under the name ******************* ****( Bookonline.com even cut my name to ******************* only), I asked to refund me the refund protection $$34.85 USD and also the full amount of my reservation $409.96 ASAP.The refund Bookonline.com said they will refund me is only $347.37, There still have the difference with my full amount!!!Give back my money now!

  Business Response

  Date: 06/06/2024

  Your reservation has been refunded in full.  You can request a refund/cancellation of the travel protection directly through the travel protection company via the receipt that was emailed to you.  Travel protection is a third party service, so you will need to cancel with them directly.

  Customer Answer

  Date: 06/09/2024

  I am rejecting this response because:   

  They return me only partial of the full amount, my full amount is $409.52, it did not include the travel protection that they mention earlier.

  But I only get $312.52 back until now, which is totally a scam, the hotel gives every customers free cancel, it is not illeagel that they only refund partial of the full amount.

  Please retrurn the full amount that I paid back!!!

  Bookonline.com is just scammer, refund me!!

   

  Business Response

  Date: 06/10/2024

  We're sorry for any confusion, but per our previous method; you'll need to cancel the travel protection product directly with Protecht (travel protection company).  They would have sent you an email at the time of your reservation with a link to cancel the travel protection.

• Initial Complaint

  Date:06/05/2024

  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.

  I thought I was booking thru Hyatt, but once I got the email confirmation I saw that the booking was not thru Hyatt but thru Book Online and it included many $s for "Recovery Fees" and "Refund Protection". I certainly didn't notice any such fees when booking. I want to cancel the whole reservation and get back my $366.21 so that I can directly book thru Hyatt. I called Booking Online and they can only say that they a refund is in process versus giving a refund. But based on comments here I doubt they will actually ever issue a refund based on my phone call.Booking #H8596232

  Business Response

  Date: 06/06/2024

  Thank you for bringing your concerns to our attention. We appreciate the opportunity to address them.
  
  We would like to clarify a few points regarding our services and website:
  
  1. **Full Disclosure and Branding**: We fully disclose our identity on every page of our website with our branding and a disclaimer at the top of every page noting that we are an independent travel network. 
  
  2. **Cost Transparency**: All costs, including any fees for "Recovery Fees" and "Refund Protection," are fully disclosed on the checkout page before finalizing the booking. 
  
  We understand your concern regarding the fees and the nature of the booking. As a one-time courtesy, we will refund our service fees in the amount of $97, but we cannot cancel the order in full as you chose non-refundable inventory.
  
  If you have any further questions or need additional assistance, please feel free to contact us directly at ***************** Contact Information].
  
  Thank you for your understanding.
  
  Sincerely,
  
  BookOnline

  Customer Answer

  Date: 06/06/2024

  I will accept the proposed solution WHEN the credit is posted. As of 8pm June 6th there was no credit pending.

  Business Response

  Date: 06/06/2024

  The refund has been issued and your credit card company will process the refund within days.  

  Customer Answer

  Date: 06/08/2024

  I am rejecting this response because:   the promised credit has not posted to my credit card. Yesterday I saw the credit was  Pending. Today it is not showing as Pending or Posted. It is like the credit has been withdrawn.

  As soon as the credit posts, I will be happy to accept Book Online's solution. 

  Customer Answer

  Date: 06/12/2024

  I received a $97 refund credit from Book Online as promised.  Thank you. 

  But I do not have a reservation as it was canceled.

  I need either a hotel reservation or a full refund. It can't end with me having paid a net $269.21 and me not having a hotel reservation. 

  Business Response

  Date: 06/21/2024

  The reservation has been refunded in full and you should have all funds back to your original payment method within three business days.  

  Customer Answer

  Date: 06/25/2024

  I received another refund for $269.21. With the previous $97.00 refund, my full $366.21 transaction has been refunded. Thank you BBB and thanks to the company for issuing a full refund. 

• Initial Complaint

  Date:06/04/2024

  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.

  I experienced a fraud and unauthorized removal of funds from my bank account. The company ********************** has offices in ********** and a branch in *****, *******. The registered address is ************************************ and the agents name is California Registered ********** *************************************************************************************************************. Summary: April 29, I used a link to reserve one room for myself and my ******* dogs. Two rooms I tried to reserve indicated they were unavailable. Following the same process with a third room the website said this room was available and provided a statement the room was confirmed. I received one confirmation for one room only in my email. April 30 three charges were on my bank account holding for posting. April 30, I contacted the phone number and protested the charges. On April 30 the agent said the matter would be reviewed. I phoned and emailed several times only to receive the answer that the matter was under review.I wanted a room to be reserved for (6) days from May 5, 2024, to May 11, 2024, to accommodate (1) male adult (me) and my two ADA ******* dogs. I thought I had one room reserved for one person for the period of time of May 5, 2024 to May 11, 2024. I hadone email indicating confirmation of the reservation for Lxx xxxxxx c. I thought I had been dealing directly with the hotel. I did not realize a third party bookonline.com was involved. I was charged for three rooms. April 30, $851.05 April 30, $851.05 April 30, $889.49 Responses form Bookingonline.com 1) Matter being studied phone response.2) Email after the fact cancellation of reservations never sent or received previously, which would be 2/3 of money lost minus $140 for their insurance.3) Email offer to refund for payment of $70.00 x (2) insurance premium for (2) reservations.4) Email offer of voucher for payment of two rooms.5) No admission of fault.6) No offer to refund money.

  Business Response

  Date: 06/19/2024

  We're genuinely sorry to hear about the challenges you experienced during your recent interaction with our service. Your trust and satisfaction are paramount to us, and we deeply apologize for any inconvenience or confusion caused.
  To help us better understand and address the situation, may we kindly request your itinerary number given at the time of your reservation? This will enable us to thoroughly research your specific case and ensure that we take appropriate corrective actions.
  Your patience and understanding are greatly appreciated. Rest assured, we are committed to resolving this issue to your satisfaction and ensuring that your future experiences with our website are seamless and positive.
  Warm regards,
  BookOnline
  
  

  Business Response

  Date: 06/19/2024

  We received a previous complaint that was settled.  We have issued a full refund, but you disputed all charges with your financial institution.  Your financial institution will not accept funds until your dispute has ended/resolved.  Please reach back out to us when you receive written notification from your credit card company that the dispute has been lifted and we will re-submit the refund to your original payment method.  

  Customer Answer

  Date: 06/21/2024

        Your comments sound like you have spoken for my banking organization. I am in regular communication with them. They have not made any such comments to me asking for the dispute to be withdrawn. Did you mean to state your desire in the form of a quid pro quo form? That is, are you stating you will return my funds if I respond to your demands? My dispute is with the fact that you took money without authorization. I have written over 30 emails, letters and contacted State and banking officials to get my money back. 

          Regarding this attempt to barter with me to replace funds taken from my bank account if I remove the dispute. You have made a claim that has not been substantiated by my banking organization. Please contact the banking organization and settle the issue of withdrawing funds from my account without authorization. 
  

       Please contact my banking organization that you say you are in contact with and I assure you they will not support your claim to continue to hold my money for and reason.  
  

  Customer Answer

  Date: 06/25/2024

  I am rejecting this response because:   

        Your comments sound like you have spoken for my banking organization. I am in regular communication with them. They have not made any such comments to me asking for the dispute to be withdrawn. Did you mean to state your desire in the form of a quid pro quo form? That is, are you stating you will return my funds if I respond to your demands? My dispute is with the fact that you took money without authorization. I have written over 30 emails, letters and contacted State and banking officials to get my money back. 

          Regarding this attempt to barter with me to replace funds taken from my bank account if I remove the dispute. You have made a claim that has not been substantiated by my banking organization. Please contact the banking organization and settle the issue of withdrawing funds from my account without authorization. 
  

       Please contact my banking organization that you say you are in contact with and I assure you they will not support your claim to continue to hold my money for and reason.  
  

   

  Business Response

  Date: 06/25/2024

  We are sorry for any confusion.  When we try to refund money, your credit card company or banking institution is rejecting the funds.  The message that we receive is that you (the customer) has disputed the charges as fraud and the credit card company is investigating and they have frozen this transaction making it impossible for us to complete a refund.  There is nothing that we can do until this dispute has resolved.

  Customer Answer

  Date: 06/25/2024

  I have reviewed the business response and accept this resolution. My only condition is that all money removed from my account be returned. I will contact the banking institution tomorrow regarding this issue. 

• Initial Complaint

  Date:06/04/2024

  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 5/19/24, I was browsing what I thought was the *********** by ********************, ** website and subsequently booked a room. It wasn't until after I entered all of my information that I realized this was a third-party fraudulent company and a complete scam. They charged an astronomical amount for "Tax **************** and $20.71 for a bogus "Refund Protection Plan." They immediately charged my credit card in the amount of $264.33 for a service that hasn't even been rendered, my hotel stay isn't until July 12th! They basically took my money for nothing! I tried calling the company several times to no avail. I requested a refund through the "confirmation email" they sent me which is attached indicating my request. It states that my reservation has been "successfully cancelled" and to "please allow up to 10 days to see the refund on your card." It is well past the 10 days and no refund. I am requesting a FULL refund in the amount of $264.33 to my original payment method. After being taken by this disgraceful company, I now see the pages of horrendous reviews and complaints that have been filed with the BBB. This so-called "company" should be permanently shut down, they are nothing but thieves!!!

  Business Response

  Date: 06/05/2024

  We have reviewed your complaint and would like to clarify the following points regarding our booking process:
  
  1. **Website Representation**:
     - Our website clearly discloses our identity as an independent travel network. Our branding and disclaimer, which indicate that we are not affiliated with any specific hotel chains, are prominently displayed throughout the booking process.
  
  2. **Charges and Disclosure**:
     - All charges, including "Tax Recovery & Fees" and any optional services such as the "Refund Protection Plan," are transparently listed on the final booking page before you submit your reservation. By completing the booking, you acknowledged and agreed to these terms and conditions.
  
  3. **Immediate Charges**:
     - It is standard practice to charge your credit card at the time of booking to secure your reservation. This ensures that your booking is confirmed and your room is held for the specified dates.
  
  4. **Cancellation and Refund Policy**:
     - Our cancellation policy is clearly stated: refunds are processed according to the terms agreed upon at the time of booking. According to our records, your booking was for non-refundable inventory. 
  
  5. ****************** and Resolution**:
     - We apologize if you experienced difficulty reaching our customer service team. We are committed to assisting our customers and resolving issues promptly. Please provide your reservation details so we can expedite the review and ensure any eligible refund is processed.
  
  We have adhered to our stated policies and procedures.  At this time we can contact the hotel directly and ask for a "mutual cancellation."  This process can take up to 5 business days.  We will update here in the BBB portal and have a customer service representative reach out to you directly to update with our findings/results.
  
  

  Business Response

  Date: 06/05/2024

  We were able to get in touch with the hotel and they allowed for a mutual cancellation.  We have issued a refund and all funds should post to your original payment method within the next 10 business days.

  Customer Answer

  Date: 06/06/2024

  I am rejecting this response because: I was not refunded the ENTIRE amount that was originally charged to my card. I was reimbursed $243.62 which still leaves $20.71 for the "Refund Protection Plan" for a grand total of $264.33. I will not **** this complaint as satisfied until the remaining amount is refunded to my original payment method. There is a common denominator here, every single complaint filed with the BBB about this company sounds exactly the same-pure deceit! 

  Business Response

  Date: 06/06/2024

  You will have to request a refund from the travel protection company.  This is a third party service and you should have received a separate email with a link to cancel.  Please request your refund through their service direclty.

  Customer Answer

  Date: 06/13/2024

  I have reviewed the business response and accept this resolution. I have been refunded in full for the original amount charged to my credit card. I would like to note however, that I was originally refunded in the amount of $243.62 which was the price of the room plus "Tax Recovery & Fees". I was still owed $20.71 for the "Refund Protection Plan." The response from Bookonline.com stating that I would have to request a refund from the "travel protection company" directly since they are a "third-party service" is very interesting given the fact that after I sent a message to this "third-party" company requesting a refund for the "Refund Protection Plan", the text message I received advising that I was being refunded for the $20.71 came from the same phone number as the original refund notification ($243.62). 

• Initial Complaint

  Date:06/04/2024

  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.

  the bookonline site prefixes with the hotel name making it appear to be officially that hotel. Then there are charges that are not disclosed until the very last page and they are displayed below the submit button and off to the right in another pane. The site is deceptive. They do not refund even if canceled within minutes of the transaction. They have an insurance they refer you to for cancellation refunds but they are only for weather or injury or other such reasons not for the scamy nature of the site. I also selected Sunday for checkout but got charged monday for the room. I canceled the transaction but they won't refund.

  Business Response

  Date: 06/05/2024

  We have reviewed your complaint and would like to clarify the following points regarding our booking process:
  
  1. **Website Representation**:
     - Our website clearly discloses our identity as an independent travel network. Our branding and disclaimer, which indicate that we are not affiliated with any specific hotel chains, are prominently displayed throughout the booking process.
  
  2. **Charges and Disclosure**:
     - All charges, including additional fees, are transparently listed on the final booking page before you submit your reservation. The details are provided in a clear and accessible manner, including any optional services such as the insurance plan.
     - By completing the booking, you acknowledged and agreed to these terms and conditions.
  
  3. **Cancellation and Refund Policy**:
     - Our cancellation policy is clearly stated: cancellations are allowed, but refunds are subject to the terms agreed upon at the time of booking. Our policy includes retaining a portion of the booking fee, which is outlined in our terms and conditions.
     - ************* referred to for cancellation refunds is for specific covered reasons, such as weather or injury, and this is clearly explained in the policy details.
  
  4. **Checkout Date**:
     - The booking system uses the dates selected by the customer. If there was an error in the selected checkout date, it would have been displayed on the booking summary before final submission. It is the customers responsibility to review and confirm the details before completing the transaction.
  
  We have adhered to our stated policies and procedures, but we will work with the hotel directly to attempt a "mutual cancellation."  This process can take a few days, but we will update with our results in this portal and reach out to the customer directly.  
  

  Customer Answer

  Date: 06/05/2024

  I am rejecting this response because:   

  There is not clarity on the mutual cancellation process or if or how much of a refund it would supply.

   

  I also reject the claims that the presentations of fees and affiliations are clear, they are there but not clear.

  Business Response

  Date: 06/05/2024

  We will contact the hotel directly and ask for them to allow for a cancellation for a non-refundable reservation.  If they say no, we would ask to reinstate the cancelled booking and we could refund any service fees with the booking as a one time courtesy.  We firmly stand behind the transparency of all costs, cancellation policies and our branding.  

  Customer Answer

  Date: 06/05/2024

  I am rejecting this response because:   

  Again the clarity is missing.  What happens if the hotel accepts the mutual cancellation?  Do I get refunded?  

  I and many reviews of your site stand firmly behind the statement of lack of clarity of your fees. but that point is moot if you refund most of the fee if the hotel agrees to a cancelation, which you never stated as a possibility. 

• Initial Complaint

  Date:06/04/2024

  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.

  We believed we were booking directly with ********, only to find after the reservation was made and received our confirmation that it was through a third party. The amount of fees added were exorbitant. They added a "Refund Protection Plan" without our knowledge or approval. We cancelled within 24 hours, however they indicated they are keeping 25% of the amount charged, and we didn't even approve of the extra charges to begin with! If we had the so-called refund protection plan they secretly added, then why not 100% refund?They need to make this whole, as this is not right to do this to unsuspecting consumers.This is truly a fraudulent company and I cannot believe they are getting away with this.

  Business Response

  Date: 06/05/2024

  We have reviewed your complaint and would like to clarify the following:
  
  1. **Disclosure of Information**:
     - Our website clearly discloses our identity as an independent travel network, not affiliated with Marriott or any other hotel chain.
     - All costs, including travel protection and cancellation policies, are transparently listed on the reservation page of our site.
     - Our branding and disclaimer are prominently displayed to inform all users of our independent status.
  
  2. **Reservation Process**:
     - It is stated on our site that bookings are made through our network, not directly with Marriott. The additional fees and the "Refund Protection Plan" were clearly outlined during the reservation process.
     - By completing the booking, you acknowledged and agreed to these terms and conditions.
  
  3. **Cancellation and Refund Policy**:
     - Our policy allows for cancellations within 24 hours; however, as stated in our terms, we retain 25% of the total amount charged. This policy is in place and agreed upon at the time of booking.
     - The "Refund Protection Plan" is an optional service, and its inclusion and cost were detailed in the booking summary.
  
  4. **Customer Resolution**:
     - We have adhered to our stated policies and procedures. As such, no additional refunds will be issued beyond what has already been provided.
  
  We appreciate your understanding and adherence to our policies. If you have any further questions, please refer to our terms and conditions outlined on our website.

• Initial Complaint

  Date:06/03/2024

  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 seek a refund from BookOnline.com in the amount of $543.64, the full amount they have charged me, due to exorbitant fees they charged on their misleading site. My confirmation number from BookOnline.com is H8560879. On May 31, 2024, I looked up the ******************, downtown *********, **. In the ****** listing, I clicked Check Availability, thinking I was reaching the hotel's reservation department itself. I selected a room rate of $169.42 per night, for two nights. After completing the transaction, I received a confirmation showing that my two nights' stay will be $543.64 rather than $338.84. BookOnline.com had added $81.11/night in "tax recovery and fees," for a total of $162.22, almost 48% of the total room charge. I received no service or benefit from BookOnline.com. The rate available directly from Marriott for the same type of room is $190.40, with no other charges, for a total of $380.80. When I book with ******** I can cancel with no penalty up to 24 hours after reserving a "non-refundable" reservation. When I received my BookOnline.com confirmation, I went online to cancel, learned I could not, and sent an email to the company on June 1, 2024 at 8:12 am. I have heard nothing in reply. Attachments include the confirmation from BookOnline.com showing a total of $543.64, the email I sent them with the autoreply, and a confirmation received directly from Marriott showing $380.80 for the same two nights' stay.

  Business Response

  Date: 06/03/2024

  First and foremost, BookOnline would like to sincerely apologize for any confusion or inconvenience you may have experienced with your recent reservation. We deeply value your trust and are committed to providing a transparent booking experience to all our customers.

  We understand how surprising it can be to find a discrepancy between your expectations and the final amount charged. Please be assured that we strive for clarity in our reservation process. All costs, including potential fees, are clearly displayed on our checkout page before any reservation is finalized. This is to ensure that you have a full understanding of your total cost before completing your reservation.

  As a one time courtesy and good faith we can issue a refund of $162 to your original payment method. 

  Once again, we apologize for any distress this may have caused you, and we truly appreciate your patience and understanding. Please let us know how best we can assist you further.
  

  Warm regards,

  The BookOnline Team