BookOnlineReviews 10,296

We had a problem with the reservation I'd made for my daughter at another hotel due to an unannounced change in their pet policy so I needed to find a hotel in short order for her for the night. I called thr Hawthorne Suites and was helped by Quinton. His hotel did not have any available rooms but he was able to search for other pet friendly hotels and book me a room at another nearby hotel at a reasonable rate. Great customer service after working through a terrible experience at one of your competitors. Thanks Quinton!

Ariel is a yes when it comes to helping customers and has alot of kind patience. Very smart and intelligent, understanding. Because of Ariel I feel confident in my upcoming stay as well as the intent of future bookings. Ariel has help me find several locations that I truly needed for upcoming hotel stays at Aloft. I will tell the 2 directors that I know and inform them about this hotel, all because of Ariel. The education Ariel has provided about Esa dogs and dogs in general has been very helpful and understanding. The time Ariel has taken on this call is worth every penny. Or better yet priceless as the saying goes. I will tell the dance studio and families that this is the place to go. Thank you Ariel for your time and patience. Your deserve a $10.00 raise and employee of the month! We need more people in the world like Ariel! I wish all call agents were trained to be as kind, understanding, knowledgeable about the hotels, patience and professional like Ariel! Thank you, have a wonderful day #BookOnline

I made a reservation on BookOnline at 7:00 p.m. last night 3/28 and received the confirmation at 7:01 pm. I immediately noticed the date on the confirmation was incorrect. The reservation was for 3/28 instead of 4/1. I immediately called the customer service number on my confirmation and explained to the girl that the date was incorrect and asked her to cancel that booking and reschedule it for 4/1. She said, okay I will put in a ticket. I followed up with, " I would like you to cancel it while I'm on the phone as I do not want to be charged for a hotel room for tonight." She assured me that as soon as she hung up she would take care of it and send me a confirmation email. I did receive an email with a confirmation of my request, but my room was never canceled and my bank account is being charged for the room. I have tried several times today to get someone to help me and everyone I speak with (most of them working from home on headsets that crackle and are very difficult to hear) cannot help me. I am so frustrated. I am not going to give up on trying to get my money back, but they are certainly not making a good impression on their customer service end.