On the Beach Reviews

Booking reference MYB11566855B
I have left two 2 star reviews and now I’m leaving one star. We booked a package holiday with OTB which OTB cancelled. This is no fault of ours and we SHOULD NOT be left out of pocket. Please provide the rest of our refund. Your response “The remaining £41.65 is from the insurance and atol protection and is non-refundable” is unacceptable as we did not cancel, you did. So please refund us the rest. If we do not receive the rest of our refund I will be escalating this to the Regulator to look into this company and it’s seemingly nefarious practises. I have also sent a message.

Absolutely shocking company!!!
I booked a weeks all inclusive for 10 people. We are due to go on 30th August. We have had one adult drop out and one child in our party has just been diagnosed with cancer and has started treatment so cannot now go. Despite emailing, phoning every day to be either 90th in the que after being on hold for 1.5 hours I’m either cut off or phone lines are closed.
I’m so stressed and appalled I’ve had no response. All I requested was some help as to what to do regarding our changes. You would think this company would have a bit of compassion when I told them we have a very sick child in the family that cannot now go. We are due to make our last payment at the end of this month, I’m not holding out hope for a response by then yet if we don’t make the final payment amount they will just cancel our holiday.
SHOCKING COMPANY

Despite waiting quite some time in the call queue, when I got through, my call was handled quickly and professionally by Natalie Clayton and I was offered an extra night's stay free of charge. Very happy with the service.

I haven't actually been on the holiday yet - this review is based on the booking experience. Messaged to call before booking confirmed - expected bad news. Was on hold for 50mins and then told that the flight price (Whizz) had changed (+£260 to total holiday cost!). However, Liz was brilliant. She patiently and carefully went through some options and we found a flight that was cheaper and she sorted it all out. Still £120 more than original cost, but the flight times are much better so I don't mind so much. Hoping that things will all work out smoothly. I normally book things separately myself but thought to do a 'package' with a company in case anything goes wrong. Fingers crossed!

I have just spent 1 hour 30 minutes on the phone on hold. This time got through, spoke with Kim, said she would into look into my situation put me on hold and then cut me off. This is appealing, all my account details taken so the onus is for you to contact me.Which you should do if someone has opened your case and looking into it. Every other good company does this.
I have been trying to get hold of them for 5 weeks with emails, phone calls where you wait for 90 mins, then cut you off, recorded delivery letter.
Please can you action my recorded delivery letter and phone or respond to me in writing that you will be refunding my holiday that you cannot fulfil the criteria under the package holiday legislation 2018
Please do not do your usual response of saying please phone as I have done this about 40 times and when you do get through you just cut customers off.

Bad company ,I book a holiday with them trough their website. I pay the holiday and they put me on pending, after few hours someone from their staff call me and said to pay extra £200 because Ryanair increase the fuel. I cancelled and I will never book a holiday with them.

Sent an email of complaint and was told they would get back to us in 28 days. It has been 7 WEEKS and nothing. No numbers to ring and sort it out either. Disgraceful service!

Rang to book a holiday for myself and my children. Got through very quickly and they also called me back. Spoke to Hannah from the sales team. She was so lovely. Very polite and took all my requirements on board. She then also found us the best deal to book on. Thank you very much.

Book direct with EasyJet holidays not On the Beach Holidays. As they make the booking they are in control of your booking and want ££££’s in service charges to upgrade the 15kg baggage allowance whereas EasyJet don’t charge a fee. We were put into a below standard hotel with dire food on all inclusive and ate out 12 nights out of 14. Customer service take days to reply back to you and are very complacent. They are a booking agent not a tour company. The resort transfer services they book are very hit and miss. They are cheap but you get what you pay for, a cheap service. I think the pro comments here are from staff or an agency. My next holiday is booked direct with EasyJet and automatically I’ve got 2x23kg luggage not 1x15kg. Read the small print, free hotel cancellation isn’t really free. On the beach want money every time you contact them. I’d never use them again.

I have booked my holiday to tenerife 3 times with on the beach and it has been cancelled twice. Im left hanging to see if the third time I've booked is going to be cancelled so close to our departure date with no information on how, when and if we are able to still go.

First time in October half term 2019 because Thomas cook flights were cancelled. I re-booked the same holiday for easter 2020 and of course it couldn't go ahead. It's not the fault of on the beach about Thomas cook or covid but in 2019 they wanted £2000 more for alternative outbound flights on top of my already fully paid holiday. I felt that this was completely unfair as I've already paid my holiday and could not pay almost double what it originally cost for worse flight times. To be fair the communication was swift and thorough hence why I re-booked my holiday with OTB again for easter 2020.

When it was cancelled the 2nd time in 2020 it was again swift communication and clear. I got a refund as I was newly self employed and suddenly had no income so the timely communication and refund was very appreciated.

I've finally been able to afford to pay for the holiday to tenerife again and I booked it back in December 2021 and I have been paying every month since then while getting excited about finally being able to go on my holiday.

I paid the final installment and feeling a bit celebratory about it finally being paid off on 11th July. It didn't last long because the message got to me the very next day that our return flights have been cancelled and that OTB are looking for alternative flights or they will refund me. I immediately looked on skyscanner and could see tonnes of flights all within a few hours of my original departure time from tenerife all at very reasonable prices. I've trusted OTB that they will sort it out and because I'm seeing lots of alternatives I've not been too worried about them being able to sort it as a simple search shows it's possible. I've not heard anything for a week so I messaged them to say I don't mind if I return to any London airport and please don't cancel our very long awaited holiday that I've worked really hard to pay for. I'm being flexible so that 1- I dont get asked for £2k for an alternative and 2- that it doesn't just get cancelled without any alternative. I've been waiting since 12th July for this to get sorted and it still isn't. I'm not getting clear information from OTB on when, how and if it will get sorted. We really want our holiday to go ahead as planned. Happy to be reasonable and allow different London airports even not within the 5 hour window of our original departure time but I'm getting really upset that the communication is not what it used to be. I understand that they are busy but I feel that this close to our holiday it's really not fair to just leave us hanging waiting for a vague response in the message section of my booking. I've looked online and there are alternative holidays that are affordable still but the same holiday is twice the amount if it gets cancelled and re-booked in time for us to go which I cannot afford. I don't think I'll be using OTB again after this experience and our potentially 3rd time booking the same holiday getting cancelled by OTB instead of sorting it out and giving us what we paid for when I can see clearly that it is still available on your website. Such a disappointment and let down from On The Beach over a time that we should be getting really excited about as a family. Holidays are to relieve stress not to add to it.

Having recently booked our holiday toTurkey with on the beach, as we where a large party(12 family members) I had to speak to someone to book it.
I spoke with a booking agent called Amy Dunn who gave me the quote then called me back a few hours later after I confirmed the holiday with family so she could make the booking.
after I had issues logging into my booking and I contacted Amy back and she sorted it straight away,
she was amazing throughout the whole thing from booking to getting me logged back on to my account 5*

Sent an email after false advertising our holiday and still haven't recieved a reply back from them. They told us they'll reply in 28 days, now its been more than 7 weeks and nothing.

Had wrote emails with attachments of awful conditions of our 4 star hotel!! Added review on here to be told they loved to help but need booking reference which I then provided and have heard nothing back since June 7th 2022! Feel absolutely let down by this company and its impossible to get through by email or even phone! Would not recommend this company for travel. I would not even let my dog sleep in the conditions! 4 star was what I paid for I got 2 star if even! Running water from ceiling into my showers which was from person above showering. Mattress had blood and pee stains all over them!

We went as a group of 5 to Turkey (Bodrum) and the hotel was advertised as a 5 star hotel (Mandarin Hotel) however when we asked due to the awful nature of the rooms and lack of customer service they stated that this rating was given to them before covid and that they’re actually - 4 star hotel. We have written to on the beach via email with a list of our complaints almost 7 weeks ago with no reply! We have pictures and videos of all our complaints.

The customer service of this company is awful. I booked a family package holiday in June it then comes a week before My flight Which was for the 19th July and then they cancelled and said I would receive a refund.The same day I found the same holiday with jet2 every thing the same so I payed as they said I would receive a refund. 2 days later I received a partial refund but I booked a package holiday so if one thing was cancelled everything should be cancelled with a full refund but I had to get my credit card to chase the rest. Of my money never book with this company especially if you have children and it was disgusting
From Vanessa Richardson