Prior to booking our holiday with On the Beach (OTB), I contacted the hotel that we were interested in directly to find out if the hotel could meet my sons’ needs (he is a wheelchair user and cannot walk). I enquired as to whether the hotel had accessible accommodation and if so was there availability on the dates we wanted to travel. The hotel Voyage Sorgun Turkey were really helpful they gave me the information on their accessible rooms and they confirmed that there was availability on the dates we required. However, I was told that the booking needed to come through the travel agent as they could only reserve the accessible room with a booking reference number. I immediately contacted OTB and explained the situation and my sons’ needs, I also responded to the email from OTB after my conservation with their operative. As instructed I made the booking with OTB and was told that it could take several days to confirm our booking as they would need to contact the hotel directly to confirm the accessible room and dates. Several days later I received confirmation. Things started to go horribly wrong as soon as we tried to check in with Jet2, they informed us that they hadn’t been made aware that our son was a wheelchair user, no assisted travel had been booked and the seats allocated to us were in the middle of the plane and not together. Jet2 said that there was nothing they could do as the plane was full. The situation deteriorated further at the boarding gate when I pointed out again to Jet2 staff that my son would require assistance and aisle chair to get him to his seat which was in the middle of the plane and passengers had already started boarding. Staff then took the next 40 minutes trying to rearrange the seating. They eventually got us seats at the rear of the plane. This situation was extremely stressful and distressing for our family, particularly so our son who doesn’t deserve to be treated in such an undignified manor. Arriving at the hotel in the early hours of the morning we soon discovered that there was no accessible room available as this hadn’t been booked either by our travel agent OTB. The situation became very tense, we had been travelling all day, we’d had a negative experience with the flight and now the same thing was happening trying to check into the hotel. I explained that I had made our needs clear when booking and had contacted the hotel directly to see if they had accessible rooms. They found my email but after several searches confirmed that they’d had nothing from OTB. I was given a pack whilst checking in which had a number for the holiday rep. We rang the number given and was swiftly told that he wasn’t a rep as OTB didn’t have reps in Turkey and the hotel would need to sort something and I should contact OTB directly myself and to boot did I know what time it was! As we had no alternative we finally had to accept the room allocated, this did not meet our sons needs in any way; there were steps up to the room, the toilet was very small, no grab rails, no way to transfer as his wheelchair and carer couldn’t fit in the space together. The shower was the same, the bed was a rock hard couch not at all suitable for someone with cerebral palsy. I sent several emails to OTB and failed to get any response, I later discovered that the customer care email was no longer in use, what a surprise! I then contacted OTB using the online chat, this turned out to be a total waste of time and the responses I was getting I found very annoying and upsetting. I requested a copy of the online chat and was given a link. As soon as I clicked on the link the chat was gone and I couldn’t retrieve it. Whilst on the chat I requested that I be provided with the voice recordings of my conversations/transcripts with OTB prior to and during the booking process.. I was also told that OTB would phone me direct, I received a text to say that they had tried to contact me several times. I had kept my phone with me awaiting there call, nothing came through (that probably had something to do with using the free data Hubby sim that came free with the OTB booking, that was also a waste of time and clearly didn’t work). I am absolutely livid that OTB said that I didn’t tell them about my sons’ needs. I have since found out that ours is not an isolated incident and OTB have a bad reputation when it comes especially to disabled traveller’s needs, a common complaint seems to be OTB’s failure to communicate with airlines and hotels. What OTB totally fail to understand are that our requests weren’t likes; we’d like a toilet with rails, we’d like a shower that he can get in and actually shower. THEY ARE NEEDS!!! We have now been home 6 weeks and our complaint hasn’t been taken seriously, OTB have the audacity to try and blame me for their incompetence. In one of the emails OTB thanked me for my feedback, I had to remind them that I wasn’t giving feedback I was making a complaint! When we arrived at the hotel I requested the correspondence that OTB had with the hotel requesting an accessible room, in order that I could show this to the hotel management. OTB did not provide this information to me. Now 8 weeks on OTB are using a reference number against a request made to the hotel. I believe this to be completely fictitious, otherwise why wasn’t this provide as soon as it was requested. My request for copies/transcripts of my telephone calls and online chats have only partially been meet by OTB. The most important call where my sons’ needs were discussed have not been provided despite giving the date and the exact time of the call. No surprise there and no surprise that the spreadsheet detailing my contact with OTB has been edited. On the Beach are completely unscrupulous they failed us miserably and failed to provide us with what we booked, they caused us undue stress and failed to treat my son in particular with dignity and respect. My warning to you is to avoid On the Beach at all costs!