“Customer communication, feedback and certainly price. The only downfall is the flight, which was with Ryanair, though that is totally out of the control of the OTB team. Excellent holiday after being couped up for a few years by the government and the various lockdowns. Description of the hotel, the destination, everything lived up to expectations.”
“I have never had such a bad experience that I have with on the beach travel operators. After a complete headache of trying to change the date of my holiday I ended up wanting to cancel. You cannot ring to cancel as the phones have an automated message and then cut you off. The only way to do a cancellation is through my bookings. However I couldn’t process the cancellation this way as the card on the system had expired. I sent repeated messages asking how I can link a new card to the cancellation fee and finally got an email with a link and the correct amount that I should pay to cancel my holiday. I made the payment and two days later they took £589 off of the card that I had registered for the first instalment. I have spent hours clearing this and trying to get back my £589 as far as I was concerned my holiday had been cancelled. I repeatedly got the same answer back through the messaging service saying my holiday was still active and I need to cancel it through the system. When I looked at the system to cancel the holiday they wanted to charge me another fee. I therefore went back on the messaging service and repeatedly told them the mistake they had made but still kept getting the same reply my holiday was active and I need to cancel it through the system. An absolute headache this has been and so stressful in the end I’ve had to just cancel it through the system and ask for a refund which is £95 short of what I should’ve got back. I’ve reported this to my credit card company and I am hoping that they can help get the money back. Do not use on the beach to book your holiday they haven’t got a clue what they are doing. They will only spoil your plans for a holiday and take money from you which will be in error and you have a headache trying to get it back from them. They are the worst tour operator I’ve ever dealt with in my life”
“Awful service from this company. They take your money and do not respond to messages. 7 weeks I have waited for contact and I do not even know if our holiday is going ahead!! Shame on you ON THE BEACH! DO NOT USE THIS COMPANY”
“This is the worse company ever, I really dont think people would use them twice. You can’t contact them while abroad if u have issue with hotel. I been contacting them since I got back with the photos of food (via email only way of contacting) that was not cooked correctly and cause my family to get food poisoning at hotel Bahia Princess Tenerife (stay clear of that hotel too) and they did nothing about just hid behind the fact I couldn’t get through to them while on holiday. Saying it doesn’t count because I didn’t tell them ??? . Try to call there and here in uk and the phone hangs up on you. Will differently using some like Tui or other company in future. Next stop is atol Don’t think they should get away with treating people like this !!!!”
“This worse company I’ve ever used, needed to phone their emergency phone number from resort as hotel sent to was closed.
Well their emergency phone service is an answer phone leave a message we’ll get back to you, which they didn’t, once they have your money your left high and dry should something go wrong.
They sell you holidays at hotels they know are closed then send you to cheaper ones.”
“DO NOT BOOK WITH THIS COMPANY!!!!
You’ll lose thousands and get nothing!
Customer service is non existent!
They are selling Ryan Air flights that you can’t access as part of a package deal. There is no way you will be able to get on the flight to your destination.
Quick to take your hard earned cash!
Words cannot be used on here to describe how angry I am!”
“On the beach take your money and run...
They don't answer any phone lines and do not respond to any of my messages...they simply do not help you in any if you have any problems with your holiday
Please don't book with them as they are thieving criminals....”
“I've booked holiday bit this company last week. Their website states that "booking confirmation will be sent within 48 hours (usually much quicker)".
Five days later I've received a call simply telling me that hotel is no longer available.
No Apology
No Offer to reserve a different hotel.
Nothing, person who called really didn't care.
Week later they are still selling SAME ROOMS IN THE SAME HOTEL, but at the higher price.
Waste of time, please avoid.”
“On the beach
Ref MYB10636815B
With out prejudice
To on the beach customer service team's
I am not happy with the current level of support from on the beach reference this holiday and nothing has been resolved although as you are aware I have been in constant communication with yourselves trying to reschedule this holiday. I even sent two letters to your head office by recorded delivery.
I now demand contact and an immediate resolve or a full refund of money’s paid.
Your last communication to me was that the booking has now been cancelled.( chelsea)
Due to lack of payment of the final amount but as you had not responded to reschedule the holiday I was not comfortable with paying the final amount with no conformation from yourselves. As a result I am now taking this complaint to ATOL further to that I have two lawyers who are family members who I will be taking advice from at no cost to myself.
I want this dealt with now and except a reply by return.
Mrs Lesley Grannum”
“PLEASE, Don't even think about booking a package holiday with On the beach, no means of communication, phone lines down,emails unanswered, not one iota of concern when things go wrong. You put your trust in them and get the square root of sod all back.Our flight was cancelled by Easyjet just before boarding with no explanation, was directed back to On the beach when asked Easyjet about rebooking but no contact possible with them so had to return home,still no text,message or call of any description from the shameless shower,please give them a very wide berth and ignore the fixed rave reviews that appear for them.”
“The WORST company I have ever used
The WORST company I have ever used. Criminal. We booked a weeks all inclusive for myself, my wife and our 11 month old son at Be Live Family Palmeiras Village leaving Wednesday 15th June. I logged in last night to check flight times and clicked on the message section, though there was no sign I had received a message. Here I found an 'URGENT' message saying our hotel had been changed. We received no email and no phone call about this. We would have just gone to the other hotel if we hand't seen this. This new hotel is completely different, in a worse part of town, with much worse reviews and not suitable for a young child at all. Tripadvisor reviews reads, 'very rowdy with drunks day and night.'
In addition to this, now we are trying to contact to cancel this, and hopefully change if for another they have SHUT THEIR PHONE LINES! They don't have a chat function and you can't message them. You have to read about the phone lines on their website as the lines string you along for a bit then just drop out. There is no way to contact, to even confirm a cancellation and refund, or try to find a different hotel. They have also said in the message they won't refund the flight though we can't find anything similar as all the good hotels seemed to be booked now and we don't know we are going to get a refund.
In addition to this, we contacted the hotel directly before we booked with On The Beach and they said they had no availability on our dates. I presumed On The Beach had spaces saved, though On The Beach are still taking payment to book at Be Live Family Palmeiras Village for the dates we have just had changed! They don't have any availability! On The Beach will take your money and change your hotel without letting you know. Surely this is criminal?
They have TOTALLY ruined our holiday. Don't EVER use this company.
David
Booking ref MYB11592379B.”
“Booked with on the beach and tried to call them with questions we had. No way to talk to areal person had to email which they took up to a week to answer, and still did not answer our questions decided to cancel the holiday 6 months before our holiday and they kept all 1.387 pounds do not use this appalling company only after you money.”
“Useless company that purports to be a holiday company. Flight cancelled at weekend . Only informed by airline. OTB when I finally got through were useless. Put all responsibility onto airline.
Did nothing to look at alternative airlines- I had to do it, or come back 3 days later with original airline.
I had to sort hotel out for extra night.
I had to sort transport to airport and again to get from Stansted to Luton where we were originally going.
Absolutely no help from OTB.
Spend €2000 on alternative airline.
Even asked about their insurance which I took out. Operative didn't have a clue.
Will never use again. They are only a broker despite paying them for all the package, flight, hotel and transfers”
“Due to the unprecedented delay is passport applications we were worried my partners passport wasn’t going to arrive in time for our holiday. We emailed On The Beach (as they weren't accepting phone calls!!) 2 weeks prior to our holiday for some advice, of which we received none. They wouldn’t let us change the dates of our holiday, even though we were willing to pay extra, nor would they let us put the balance on a voucher to use when the passport was here. There was such poor communication from them and absolutely no effort to empathise with our situation or offer any form of resolution. In the end, the passport didn’t arrive in time (despite us sending it off 14 weeks ago) and we lost all our money. Every penny.
On the beach sign off their emails with a generic “please let us know if we can assist further” which is so ironic as they had made no effort to assist us from the get go, making it a very stressful process. I then complained and asked for a gesture of goodwill, which was also denied. We were very much just a number to them and they wanted to take all our money and ignore us. They don’t care about the customer at all. avoid!”
“Horrendous company never again
Really stressed at the moment.booked holiday and have not received confirmation email. All money has been taken from account.unable to contact them by phone automated message office closed must have tried 35/40 times.booking not showing on my account either.tried email but no joy yet again its now 8 days to departure date.cant even find out how to cancel and request refund as app and website not allowing us to access info we need.”
“We had to cancel our holiday 3 days before we were due to go tried to move dates ,we couldn’t so we asked about refund online, 3day s they sent a refund ,less admin costs , 3 days later they said they made a error & wanted money back by a link ,I sent a email asking if this was a scam ,& that I would not pay by a link ,but if they phoned me or emailed ,so we could sort it out 3 emails later to them had no response from them,bad customer service”
“Awful company...Booked and paid for a five star hotel and put us in a one star hotel...The food was that bad we left a week early also a nightmare trying to talk to customer services, called at 2pm on a week day and they had closed all lines!”
