BookIt.com
Reviews and Complaints

I worked for Bookit.com from March 2009 to June 2009. This is the most screwed up company I have ever worked for. Let's start with how they treat their employees first. It is a call center, which means although they are always hiring, they do not have enough employees working for them. Why? Because everyone quits! Which in turn means the customers aren't getting good customer service because there aren't enough people to answer the calls. Also, when an upset customer calls and demands to speak with the manager...THE MANAGERS WILL NOT GET ON THE PHONE! They expect the agent to take care of it. Seriously! The agent will be on the phone with a screaming customer while the manager is standing right there telling the agent what to say! Usually all the customer wants is the pleasure of speaking with a manager and they are fine, but bookit doesn't care. They leave all that stress for underpaid agents who end up quiting because they can't deal with it any longer. And their break system! You either are allowed 1 30 min lunch break or 2 15 min smoke breaks...so that means if you are a smoker...it's either...do I want to eat or do I want to smoke and relieve some of this stress?!?
Now lets move to the customer part of it...pretty much EVERY mistake or error or problem that a customer calls about is NOT their fault! Blame it on the hotel, blame it on the airlines, blah blah blah. Yes they do have to go by the other companies rules and all that BUT I will tell you now, half of the errors people called in about WERE bookits fault but yet we were told to blame it on the other complanies and make sure you do not give any money back! Yes, they are a complete scam! I work in customer service and I would NEVER treat my customers the way they do. If my customer is unhappy and upset, I'll find any way I can to make them 200% happy with my company again! Your best bet is to arrange everything yourself and to not use a middle man!

This company makes promises they don't intend to keep. The hotel (Which is their own client) informed me that bookit failed to make my reservation properly and therefore left me in a closet of a room for 4 times the normal price.

Then bookit offered to remedy the situation by offering me a better hotel... But when I accepted, they attempted to charge me the $800 difference in price.

Beware of this company. You can get a much better deal contacting the hotel directly and you'll have the peace of mind that your booking was actually done right.

My husband and I decided even though the economy is in such bad shape, that we would take the kids and go on a fairly inexpensive vacation to Panama City Beach, Fl. He said we should wait until we got there to pick the hotel, but I insisted on going thru one of the discount booking companies online. I searched and Bookit.com had the cheapest rate for a 3 star resort at an amazing price of $59 per night! So, of course I jumped on that kind of deal! Immediately after I confirmed the amount and my visa was charged, the voucher that must be printed appeared. To my surprise, it had actually charged me the full price of $79 per night, which after taxes and surcharges, was actually another $100. All of this and we haven't even gone yet! Immediately, I started trying to contact customer service, but with no luck. I've sat on hold listening to the recording of 'my call will be taken in the order it was received' for over an hour. I've emailed several times with no response.
I'm just hoping and praying that the hotel turns out to be what it is supposed to be!

I booked a Vegas Vacation for my up and coming wedding through bookit.com.
Everything was a go until I received my confirmation 2 days late. They had me flying on Delta when the vacation was booked on Airtran. This wouldn't be a problem but the time they have me flying in 25 minutes after my wedding ceremony starts. I have been on 2telephone's for a total of four and a half hours speaking to almost every manager available and nothing is being done to rectify the problem. They did through in the fact that I have to pay bookit a $100 cancelation fee and that I will not get any of my money back from the airline. This is supposed to be my wedding day! I'm supposed to be happy, but I'm dealing with a bunch of incompetent a$holes.

Over the weekend, my sister visted me and wanted to visit Myrtle Beach, SC. After searching all the search engine, I decided to book a hotel through bookit.com. When we arrived in Myrtle Beach and waited for one hour to check in, we were told by the hotel manager that we do not have a reservation. The manager indicated "bookit.com had overbooked us. The hotel was sold out as of 48 hours before we got our reservation online." He also hold us it was not their problem and that we will have to call bookit.com. So, I called bookit.com and waited for 25 mintues before I get a CSR on the line. The CSR told me it was my fault for not confirming my reservation in advance and that there is nothing she can do for me other than give me my refund. Of course, I have a problem with this. This is 4pm on a Saturday late afernoon during peak season, where in the world will I get a hotel?! I just canceled my 5pm show just so I can be on the phone with bookit.com trying to find a place to sleep. Finally, I convinced the CSR to find me another hotel but then there was a catch. I would have to pay the $55 price difference. And of course, I have a problem with this. So once again, I convinced her to get the okay from management to waive the fee. 15 minutes she put me on hold to only tell me the hotel no longer has availability and that they are having system problem, causing their system to show availaibility when there are none. I spoke with the manager and she told me the same story. THERE IS NOTHING THEY CAN DO FOR ME other than give me my refund immediately. I JUST SPENT 1 1/2 HOUR ON THE PHONE FOR NO REASON WHEN I COULD OF SEARCH FOR A HOTEL MYSELF.

Long story short, DO NOT BOOK ANYTHING FROM BOOKIT.com. We finally found another hotel two hours later that was 5 miles from our destination area. And also, as of today, I have not received my refund. When I called their CSR line, I was told I will have to wait for another 7-10 business days.

I tried to contact you more than 11 days ago with no result. Back in December (on the 23rd) myself and 8 of my friends were to fly to a resort called Riu Taino, punta cana Dominican republic and stay for 3 days, When we arrived at the airport to check in there was a discovery that my passport had a problem. I told my friends to go ahead on and I will be a day or 2 late, well it turned out that it was to take longer so I was not able to go at all. The trip was to be a total of 9 days, After making a telephone call to my friend I found out that they did, nt use the resort at all (they stayed at a relatives house). I have been in contact with the resort and they specified that I must handle this matter directly with you, I paid Bookit.com $3, 700.00 for this 3 day Christmas vacation and I am expecting a refund. I have conformation numbers (2) and airline ticket stubs. I hope this time we can resolve this matter in a civilized way, THANK-YOU for your time. Daniel G. Reynolds

By far, the worst travel arrangement experience I have EVER had, or expect to ever have, as long as I stay far and clear from this company forever.

I booked a trip to Costa Rica with them (based on good rates). Somehow, I managed to have a good trip at my destination, but no thanks to these guys. I had so much stress in dealing with their mistakes from the point of booking through my actual travels - thank god I was on vacation, otherwise, I would have needed one desperately from dealing with them.

Here is a run-down on the countless problems I had:
1) Their web system defaulted our flights to an airport that is 5 hours away from our resort by car
2) After booking online, I called in to find out about airport to hotel transfers and they gave me transfers from the airport that's 1 hour away to my hotel
3) 2 days later, they called me back to let me know what I paid for my transfers was insufficient, which is when I discovered their "default" airport is actually 5 hours away
4) They tried to blame us for the mistake, but I refused to let them
5) Thus, ensued a battle of about 10+ phone calls & 10+ emails to get "complimentary helicopter transfers" from the airport I was booked to, SJO, to LIR, the resort's local airport (many of my calls, messages and emails were left unanswered btw)
7) Finally, they gave in and confirmed to give us these transfers and I naively thought everything was settled
8) I departed on a Tues. AM around midnight, had a transfer in Houston, and then off to SJO... upon arrival at SJO, I got the worse news of all! First, the "helicopter" we were booked on is a totally difference airport clear across town! I didn't even have the name for it! Secondly, the helicopter we were booked on was CANCELLED!

We were luck enough to find helpful people who got us on the phone with the helicopter company (which was actually a small jets company, not helicopters). They were nice enough to send a driver to drive us from SJO to LIR, which caused us greater time delay & the need to suffer the brutal 5-hour car ride.

On the way back, we confirmed with our hotel concierge ahead of time that the small jet was not cancelled, so we took that back to the main city, but had to foot our own cab bill and the over-weight luggage charge (anything over 20 lbs was overweight) from the jet company, obviously also unknown to us.

I'm a little amazed we actually made it back considering all the drama. When we finally got back, I found out I got a msg from bookit.com advising me of the "helicopter" schedule change and asking me to call them back. I had already departed my origin airport over 6 hours ago by the time they left that msg. Thanks guys, really helpful.

All I have to say is STAY AWAYYYYY, run & hide, as fast as you can!

Bookit.com's customer service agents gave me wrong information about the pricing because they are SO MISLEADING wiht how they advertise their prices. When I tried to get them to do something about it, I was put off for several months leading up to my trip. Right before we were ready to leave, one of the managers told me that they would comp one of my tours to make up for the inconvienence and wrong information I had been provided and then never followed through with that. FLAKES... FLAKES... FLAKES...

I originally booked my trip with Bookit.com to Mexico. Then drug cartels starting offing tourists and what do you know... my fiancée wanted to change the trip to a safer location. After jumping through a couple hoops which im sure everyone goes through after they change their original plans (which in the end turned out to be perfectly fine), I was given the privileged of talking to a woman named Wendy. She was unbelievably nice, refreshing, helpful, and made all my problems go away (even with me screaming at her for about 30 mins in reference to a refund that I thought I was entitled to, due to some miscommunication through the entire process).in the end they refunded me what I thought I was entitled to and made all my problems go away. I am very thankful to Wendy as she was the most professional and helpful person I was able to speak with. I also have read the complaints and though I originally agreed with all of you who had bad experiences, I believe that you probably didn’t go about your problems the right way and that this probably happens with all travel agencies providing incredible deals like this where they are making little to no profit on these trips. I recommend this site to everyone and believe they are there to help and not to screw you over. I also want to thank Wendy again for her help and for tolerating me and my aggressive behavior. I recommend all users of Bookit.com (and future users) to simply ask nicely for things rather than yelling at them over the phone, and they will help your every need. Thanks again to the Bookit.com staff for dealing with me. I am very grateful for all your help.

Thanks,
AF

I used to work for this company and I can assure all of you that the complaints about this companyh is true. I am seeking legal assistance now because I was terminated because I frefused to be the fall guy for all the system errors guest are receiving from their website. This company needs to be exposed and I plan to make that happen. If you value your money, do not use this company. You can read all about what I had to say on my blog on myspace. You can find me under Maurice Lewis of Panama City. Read the blog to get full details as to how this company operates and treat their own employees.
Let me also apologize for this mistreatment from this company to anybody who has had the misfortune to experience it.

Looked at my flight voucher 4 days before flying to jamaica, discovered the flight was not the one I booked a month prior to the trip. Instead the new flight included an 12 hour overnight layover in a airport mid-way, getting me to my destination a day after after my (Correctly booked) hotel check in time/date.

Called bookit.com customer service, 10 min on hold, was hung up on.

Called back, held for 15 min, was told that I "should have reviewed the voucher and called as soon as I got it" and that i'd have to change my flight and pay the additional fees. I didn't have the debit card I had used on hand to change the flight, was told i'd need to call back when I got it.

Called 3rd time, held on for 15 min, got transferred to the flight dept., held for 15 min, was told that the person was "trying to find someone" in that dept...41 minutes later I was told that an e-mail was sent to the flight department and that someone will call me back that evening with my "options"...

Called airline directly, changed flights for 2 people to what they were supposed to be, paid $444 extra (Flight price difference + 2 x $150 flight change fees)

I found a great deal with a great flight on bookit.com, went through the booking process, but after I put my credit card # in and clicked "book it", I got an error page and couldn't do anything. 30 minutes later I got a call from my credit card - it got booked twice. I called bookit.com and was put on hold for 10 minutes 3 times each, only to be told their system was down and to call back.in the meantime, I got 4 emails saying my reservation was confirmed, but it was the completely wrong flight for more money. I called, was on the phone for 45 minutes where the guy told me airlines change flights all the time, nothing they can do about it, but he would have their flight department email me with other options. 5 hours later and no email, I call back. He didn't even cancel the double booking! After being on the phone 75 minutes this time, I got my flight changed, but it still sucked AND cost more. I never would have made the reservation with that flight in the first place! Then they had to cancel my other flight, but they hung up on me! So, of course I was on hold forever again, they said they would cancel it, but it's still on my credit card! I was very upset and asked for an upgrade or complete cancellation for all my wasted time, but they couldn't do that because it was booked online. What? I tried 2 times to get a hold of a supervisor because the "customer service" people thought it was enough that they canceled my double booking with no charge to me. Ha! I asked for a supervisor's direct line, and she told me that they use the number I used to get a hold of their supervisors. Wow, worst company I have EVER dealt with!

We had a trip planned to Jamaica. For medical reasons, the resort was forced to close the week we would be there, but issued everyone a full refund along with a free trip back to the resort within the year. The resort sent the refunds and the free-trip vouchers to the travel agents; unfortunately, ours was Bookit.com. While we did receive the refund, our free-trip vouchers never showed. Upon contacting Bookit, we were told they shipped the vouchers, and we must not have gotten them. After numerous phone calls and e-mails, still nothing. We would have filed a lawsuit, but since the company is based in Florida and we're in Illinois, we really didn't want to pay the fees to have them served. I bet someone from Bookit had a great free vacation with those vouchers... I will NEVER book through them again, and will advise everyone I know to do the same!

I found a resort for an incredible price and found the booking was through Bookit.com. Considering the price was much too good to be true I thought to call before booking. Did so and spoke to Derrick and asked him to confirm the price. He pulled up the info, saw the incredible price, he couldn't believe it either and wanted to check with his immediate supervisor. After a short wait he came back on and said the supervisor was calling the resort to confirm the pricing (strange I thought). I told him to call me back and said he would in a few minutes. Half an hour later I called him, asked what was going on and got the same answer.

Some time thereafter, I called again and asked to speak to a supervisor, and after a short while I got a woman named Tiffany and explained the situation and informed her of the poor customer service I received from Derrick. She took all the info and checked it out and came back shortly thereafter to inform me the price was incorrect and "in the rare case" of incorrect data input, Bookit.com has the right to cancel any booking.

Fortunately, I didn't book it. A few minutes later I checked the same web site and price and it had gone up! Can't trust em' and advise you to be cautious, be very cautious and having read some of the complaints above, I guess I was one of the lucky ones, having only lost time.

Makes me wonder about all those who have lost but have not complained here.

I have no idea how this happened but I get my confirmation back and there is no car included. I specifically needed air, hotel and car and I know I inputted them into the computer and told the reservation agent! So I call them and they were not helpful at all. They said sorry it only has flight and hotel. I think this may be some scam they are pulling. BE CAREFUL! Print everything out. SO YOU HAVE PROOF. this lesson cost me almost 200.00 WILL NEVER USE THEM AGAIN!

Check other options first! I purchased a vacation package I thought was on the beach at sandos playacar riviera hotel and spa only to find out it is 10 minutes away from the beach! Although pictures represented people on the beach etc, if you stay in the "riviera complex" of this "resort" you're going to be 10 minutes away. I called bookit.com to complain about this and the only thing they offered was a downgrade to a 3 star room, from my 5 star room in order to be "closer" to the beach. They did offer to change hotels for me. But I liked the accomodations of this new all inclusive resort. I'm feeling let down and left out in the cold and I know my wife is disappointed. This was going to be our honeymoon as we didn't have a chance to have one when we married 3 years ago. So make sure you ask obvious questions before you make your decision! Good luck to you all, I hope i've helped at least one person out.

We booked a trip from Sacramento to Cabo for 8, which included two kids under five and my parents, both 65+ through bookit.com. It was a terrible experience.

With less than 24 hours prior to departure, they changed our flight plans THREE TIMES. Our non-stop direct flight was changed to stops in Dallas, Guadalaraja, and then LA.

They blamed Air Mexicana on a cancelled flight, but Mexicana personnel informed us they notified bookit.com three months prior.

Basically, bookit.com did WANT to notify us earlier, because we could have changed flights or went with another agency. We were at their mercy.

The service was terrible. Long holding on the "customer service" phone. Blaming someone else. Holding for another department or manager. Terrible.

In addition, we were told they felt bad and would credit our transfer fees ($35). It didn't happen. It took 2 phone calls and after we had already been promised it was credited, it wasn't.

My family and my company books a lot of travel. We have used bookit.com and been happy in the past.

We will never use this company again, and WORD IS SPREADING regarding the terrible service and lack of respect for customers.

We used bookit.com for a condo vacation rental in Florida. When we went to pay our bill - it was too much. Book it tried to blame it on Resort Quest who, of course, blamed it on Book it. The Bookit terms had in writing the total fees and charges yet we had to pay more to be able to check in. Considering we were hours from home with 4 children ready to vacation, we had no choice but to pay the higher rate and try to call them to get the overpayment refunded. We sat on hold for 30+ minutes to get a run around. It is still not resolved and this is certainly not how we wanted to start off our vacation.
I wont use Book it or Resort Quest ever again!

I had been searching for a great flight to New Orleans when I found Bookit.com. I found a flight at a good price and typed in all of my info including my credit card information and hit enter. The page went blank then a notice in red appeared saying that Airlines change flight prices and times frequently and that I should start my search again. So, I went back to the main page, re-typed my search criteria and the flight I had wanted was no longer available. So, I went to Orbitz.com and found the exact flight I wanted and reserved it. Then I checked my e-mail and found that Bookit.com had confirmed my flight.
I called and let them know about the glitch and to cancel my flight. First they told me that all flights were non-refundable and non-transferable and then they said it would cost me $100 per ticket. The tickets were only $200 a piece so that is a 50% cancellation fee for a website that wasn't working right in the first place.
Do not use them. Their customer service rep was rude and sarcastic. Their website did not let me know in any way that I had succeeded in my transaction. The website was misleading and customer service was a joke.