BookOnline review: Never refund me for a cancelled reservation

I canceled my reservation at Studio 6 because the condition of the hotel was unacceptable and there were roaches in the room. I immediately contacted bookonline.com, and they canceled the reservation and confirmed that I would receive a refund. I also received a cancellation confirmation email.

It has now been 12 business days, and I have not received the refund. The cancellation email stated: “Depending on your credit card provider, please allow up to 10 days to see the refund on your card.” Since more than 10 business days have passed, I contacted bookonline.com again to follow up.

During this follow-up call, I was told that the refund has not been processed because the manager of Studio 6 has not approved it. This explanation is unacceptable and inconsistent with what occurred at the time of cancellation.

On January 25, 2026, when I initially called bookonline.com, I was physically at the front desk of Studio 6. The bookonline.com representative informed me that the cancellation would only be approved after the hotel manager gave authorization. I personally heard the hotel manager answer a call from bookonline.com and approve the cancellation. Only after the manager approved the cancellation did I receive the confirmation email.

Given this, it is difficult to understand why I am now being told that the refund has not been approved. I am requesting immediate processing of my refund.

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