We booked a holiday to Sharm el Sheikh with On The Beach. After entering that our party consisted of 2 adults and 2 children, we were offered several room types. A family room was not offered, and although competitors were offering a family room for a similar price, we opted to book with On The Beach as the return flight was at a more preferable time for our young children. I wanted to contact On The Beach in advance to confirm that the Deluxe Sea View Room we had booked would be suitable for our family. This is not an easy thing to do. I eventually had to use their Live Chat function, and after several hopeless responses from their travel bot finally spoke to someone who informed me that I wasn't able to change my booking, but that the room type would be suitable. Upon arrival, it was clear that the room was not suitable for a family, in fact the hotel expressed their surprise that we had been able to book the room for a family of 4. I spent almost an hour trying to contact the in-resort team, to be told that the room type was described during the booking process, so that the error was in fact mine. I took it upon myself to book an additional room with the hotel, which then gave us 2 connected double rooms at a cost of £571.50. I raised a complaint with the in-resort team, along with a photo of the cramped conditions of our original room, and once again received no apology and was very quickly told that nothing could be done. My family and I had a great holiday, the hotel was very comfortable, and the staff couldn't do enough for us. However, the booking process and after-sales customer service from On The Beach was among the worst I have ever experienced. I would strongly recommend that customers do not book with this Company, and chose more reputable competitors who have dedicated customer service teams for all aspects of their bookings.