“As others have already said... Do not be tempted to book a holiday with this company, my experience has been nothing but stressful, when trying to get an issue with amending hotel resolved - I have had to wait 3 weeks, only to be told by email it is no longer available (obviously if it takes 3 weeks to confirm then it is highly likely it will not be available) . Spent 2 hours on hold to customer service and gave up. Got through to sale who team wont help and just advise to use portal but the issue could not be dealt with on the portal. They have my money and the portal talks about changing £100+s to make change's they wont even make until its too late.”
Hi Dan, I'm sorry you've had difficulty amending your booking, we are incredibly busy at the moment with change requests due to covid, however, I have sent you a message to see if there is anything we can look into further for you. Thanks - Kay
“Do not be tempted to book a holiday with this company, our experience has been nothing but stressful, when trying to get an issue with inbound flight resolved only 24 hours after booking, they wont help and just advise to use portal which in our case the issue could not be dealt with on the portal, many calls to their so called customer service, who I found rude and unhelpful, have cancelled full holiday as have lost all faith in this company.”
Hi Amanda, thank you for taking the time to leave a review, I am sorry to hear its a bad one. I can see you have already emailed our Customercare Team regarding this issue and they have been in contact with you about it. Thanks - Natasha
“I would not recommend this company to anyone. I arrived in Turkey in September 2021 at 3.00 am in the morning and the hotel that they had confirmed only days before the trip hadn't even reopened. The whole holiday, which we paid almost £2000 for, was an absolute shambles and was ruined. We were accommodated in a hotel at the opposite end of town from where we booked, the food at the hotel was inedible, no cleaning service in the hotel. On my return I complained to them, they are trying to pin the blame on everyone else but themselves, the offered an gesture of £150 off a future holiday. We do have another holiday booked with them, however after that I would never, ever book with this company again, all they're interested in is taking your money and then not taking any responsibility when things go wrong.”
Hi Julie, thank you for taking the time to leave a review, I'm sorry to hear its a bad one. I can see your booking has been looked into by our Complaints Team and they have been in touch with you on several occasions to try and resolve this for you. Thanks - Natasha
“Absolutely ludicrous and shocking travel company. Do not have customers best interest at heart. Wouldn’t issue me a refund when government advised against travel in August 2020, as the flights were still available and regardless of government advice they still wouldn’t cancel even though I was a high risk category with asthma. I lost £1000. They deserve to be dropped by ABTA!”
Hi Adam, I really am sorry to hear your comments and that you have had a bad experience with us. I have now sent a message to you on Manage your booking if you would like to take a look. Thanks - Natasha
“Never, ever, book with these people. Customer service is a laugh. Its an automated reply online, & if you happen to ring them, its on peak rate & you can wait for an answer for at least half an hour. They rob you left right & centre. Its straight forward to book, but woe betide if you want to change or cancel your booking. They're trying to keep over £3,000 of my money because i need to cancel. That, for no holiday? Currently going through the legal chanel.”
Hi there, I'm sorry to hear you have had a bad experience so far, I'm hoping we can turn this around for you. I have sent you a message so we can look into this further for you, thanks - Kay
“On the beach are an absurd company to deal with !!
Unfortunately due to losing my job i have had to request to move my holiday until a later date, they now are saying we have to pay 30% of the flight cost just to even move, ridiculous fee when i wasn't due to fly until June, moreover they expect me to sort all this out direct with the Airline.
Its actually cheaper for me to lose all i have paid to date and rebook with another provider and thats exactly what i plan to do.
People you have been warned DO NOT use these cowboys!!”
Hi there, I am sorry to hear of your recent circumstances and thank you for taking the time to leave a review. Feedback good or bad is important to us. In order to look into this further please can you reply to my private message. Thanks - Natasha
“After On the Beach replied to me on this site asking for my booking number, when you reply back the email address can not be found. They sent me a message 4 days after my check out date at the hotel to say the date has gone passed and they cant retrieve any of my money from the hotel.. how bloody convenient.. Im so angry they just basically stole my money.. I will take this further.”
Hi Samantha, I am sorry to hear you have had a bad experience with us. I can see we have already been in touch with you regarding this issue via Manage your booking just this month. Thanks - Natasha
“Absolutely terrible travel company. Do not have customers best interest at heart. Robbing money from people and refusing a refund when government restrictions of travel. Completely ignored emails. Taken all contact numbers down of website.”
Hi there, I am really sorry to hear your comments. I have now sent you a message on Manage your booking after looking into this further for you if you can take a look. Thanks - Natasha
“I made a booking but got back to you and changed my booking but no-one has come back to me. This is moving it from May to June. I would really appreciate it if someone could come back to me. I have also phoned and waited someone said they would come back to me the same day, which they didn’t. Julie”
“I booked a hotel stay with on the beach but unfortunately my grandfather suddenly died so I was unable to stay at the hotel. I wanted to change the date and I was told that I couldn't change the date but I could cancel the hotel and pay over £500 to cancel. With all the stress, pain and anxiety with losing my grandfather and having to sort out funeral arrangements they shown no compassion or even tried to help. Im so disappointed as I have booked with them before, but i have not had to get in contact with. I advise anyone look else where for your holidays.”
Hi, I am so sorry to hear about your grandfather, I have sent you a private message, if you can reply to this directly so we can assist with this. Thanks - Mel
“Booked a package holiday with them but when we had to cancel because of me getting covid they only gave hotel money back very poor customer service would never book with these clowns again!”
Hi Mark, I am very sorry to hear that you could not travel and wish you a speedy recovery. Unfortunately, the terms and conditions for the flights are controlled by the airline, therefore we could only refund the hotel etc. If you send us a DM, we can always look into changing the dates of the flights for you? Thanks, Gary
“We booked our holiday last night!
Paid the deposit, all accepted. Thus morning get a call to say no availability at the hotel we’ve booked, have been offered one with less facilities for the same price. Not very impressed at all”
Hi, I am sorry for the inconvenience caused by this. As we're a third party travel agent and book through suppliers, when you book through us you initially place an order. In most cases, we can make the booking you see online and this gets shipped straight away. If not, it goes to pending as the availability may have changed with the airline or hotel supplier. A pending orders agent will contact you advising of this. At that point, we can either book the holiday or cancel the order. Prices and availability are at the discretion of the suppliers, so unfortunately we have no control over this. Thanks, Gary
Hi, I am sorry to hear that you could not get through to us, our lines are busier than usual due to current government announcements. Could you please send us a DM with any queries and we can look into this for you. Alternatively, you can also send us a message via 'manage' your booking at onthebeach.co.uk Thanks, Gary
Hi, I am sorry to hear that you could not get through to us. Could you please send us a DM with any queries and we can look into this for you. Thanks, Gary
“I am not happy with the fact that I booked my holidays for April and chose specifically Luton Airport. Not so long ago I found out that I am flying from Gatwick over 2 hours from my home
I have been informed that nothing can be done about that. That this is airlines fault. My question is: How come there will be no people flying in April from Luton to Crete? Hard to believe. I was told I can also cancel my holidays. Well, still would be charged. I am not happy at all about that.”
“A complete con, keeping 900 for our flights even though we booked with covid peace of mind apparently via on beach, both parties just dont care, the rules for flying have changed since booking and we cant fly now but no refund”
“We have recently booked two hotels with On The Beach in Mexico and had a problem with each one. When we arrived at the first hotel the wrong dates had been booked- luckily the hotel had a room available for us. This made me suspicious so I contacted the second hotel to confirm our booking, only to be told no reservation existed! I had to contact On the Beach in resort support who after 48 hours (taking us to the afternoon before we had to check out) had not managed to solve the issue as the hotel had no rooms! We were promised a hotel of the same standard and location- the one offered was 45 minutes away, and a much lower standard. Other hotels on the same strip were available but as they were a little more expensive On the Beach would rather send us to another resort!
The service was terrible- we were constantly promised call backs and updates which did not happen, and each time they blamed the supplier. It cost me a fortune to ring them from Mexico, and in the end we had to get a refund and sort our own hotel before we ended up with no where to stay. Had we not highlighted the issue in the first place we would have turned up at a hotel with no booking!
Please save yourselves a lot of trouble and do not book with this company.”
Hi, I am really sorry to hear you had issues with your hotel bookings. To send your feedback to us please email our complaints department at customercare@onthebeach.co.uk, Please provide copies of photos/receipts or any other attachments that you wish us to see.
Once we have received your email you will receive an automatic acknowledgement confirming receipt of your complaint. In order to investigate fully, we will aim to respond within 56 days - Mel
“Not getting in on my booking, so won't to talk with someone there, can't find a contact number that really works.yet a few on hear say they have called them and they were helpful???? Really, wots the number so I can call them, please help.”
Hi. So sorry to hear you've had some problems reaching us. I'd recommend contacting our dedicated customer services team on 0371 474 3000. Thanks - Mike
“I like on the beach has a holiday company but has im paying my holiday in dribs and drabs I'm being charged nearly 5 pounds every transaction which is not good at all”
Hi Paul, I am sorry to hear that you feel that way. This is an admin fee for using our low deposit, instalment scheme which we do highlight at the time of booking as per our terms and conditions. Could you please send us a DM and we can look into this for you? Thanks, Gary
