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I recently booked a reservation for the quality Inn in Westfield, Massachusetts. When I searched for this hotel, I specifically did not want to go to an online booking site but to the actual hotel website. I thought I was on the actual hotel website from the search and the Graphics made it look like I was on the quality inn website but I was not.
The prices were over $150 more than what the actual hotel cost wise which I unfortunately did not realize until I was checking in and I have course had pre-paid for the reservation. I reached out to customer service and basically got too bad. You click the box to except our conditions and that’s that.
I asked for my request to be escalated to a higher level due to these practices, and of course, I’ve heard nothing.
Country of complaint: United States
Website: Bookonline.com
Desired outcome: Refund $150
I booked a room at Motel 6 through them and admittedly didn't comprehend the cancellation policy. I'm old, the language was murky, and I ended up giving them $354 for nothing. I contacted Motel 6 and asked them to stop using Bookonline.com for reservations. What they did wasn't a scam, but very bad customer treatment.
Same experience. They pay to come up on top of google searches, and make it look like you're dealing with the actual hotel. The page is a complete carbon copy of the actual site, and only once you have paid do you see it was reserved through a third party. Absolute nightmare trying to get them to move our reservation by one day as they would just say they were forwarding our change to be processed, but they never actually did anything. Finally just made our own reservations for the correct date with the hotel (for less). Disputed bookonline's charge through our credit card company and it was settled in our favor (we had a pile of email and texts to show our efforts). Customer service gets you someone who barely speaks English in some third world country. Bookonline is a total scam made to look like the someplace else, and of course, unlike the actual hotel, reservations are non-refundable. Avoid them at all costs!