“Appalling company. I could not afford the monthly installments. They cancelled the holiday without giving me a date this would happen. I lost my deposit- fine I expect that but they are now saying I have to pay for flights! Even though I wont actually go on the holiday as it is cancelled. Suddenly their communication is thick and fast. Disgusting customer service. Avoid at all costs. Their refund policy is shocking!”
“We are currently stuck in a hotel in Kemer Turkey that blasts loud music from 9.45am in the morning to midnight. No one speaks English, my daughter went missing on Sunday morning at breakfast as it was our first day and trying to get our bearings, she is 9. I couldn’t find her for over 15 minutes which felt like a lifetime… I tried to speak to fellow Mums, everyone is Russian, I was crying and trying to speak to hotel staff and beg for help as I was panicking, the staff didn’t know what I was saying and just kept saying ‘I don’t know, sorry’ and shrugging at me. Thankfully I finally found her round the side of the place. We tried to ask to change rooms as the noise was as booming through our room the previous night, the floors were grubby and the patios door was broken and we are ground floor and didn’t feel safe. We were blanked and for 20mins stood there trying to speak with someone. No one spoke with us. Frustrated we went round the pool, then the music started booming at 9.45am so loud we couldn’t hear each other. I have ADHD and I cannot cope with loud noise it is far too stimulating. As this was advertised as a family hotel we didn’t think we would be in a nightclub. We tried to move to the kids pool where the music from the neighbouring hotel was playing even louder than the our hotels. We are a same sex couple and if we had a peck we would be stared at, muttering and glared from staff and guests. We did not expect to be faced with homophobia in the safety of our resort. At this point we tried to contact ‘on the beach’ to request to be moved hotels. We tried several times to call the number provided but it was an automated bot. We were going round in circles. We decided to give up and try again Monday. This time we had to wait for 1hr to talk to an agent.. via text !! We told them our concerns and they asked us to provide video evidence…. It is illegal to video someone without their consent? Are they really expecting me to video staff not understanding us and homophobia?? Then they will decide if we are worthy enough to be moved hotels??? This is abhorrent!! We have spent over 4.5k to be stuck in a hellish nightclub that you cannot even have a conversation with each other where not even staff speak English only Russian!! My child went missing and no1 could or would help. And we feel so uncomfortable that my partner and I are scared to show any PDA at all. How is this acceptable?? We have 11 days of this hell left.”
“GOOD STUFF
Easy to use app
Easy payments, with no charges for paying early, they always massage to warn me of payments coming out
Access to hotel, tanned and flight info
BAD STUFF
Easyjet to fly out, simple and easy.
Vueling to fly home, they tried to over charge on luggage and I had to argue at the airport bag drop-off. They claimed the underseat luggage would not fit and I would have to pay to store. It was the same as my outbound bag, only lighter. I did not pay and it did fit.”
“Left us stranded for a hotel pickup from hotel to Tenerife south airport with no communication atall, we tried for days to contact them to finally get in touch to be told the transfer will 100% be at our hotel at the time stated. After a hour waiting we had to spend more money on a taxi after already paying a premium for express transfer for quicker journey. After we got to the airport we found out most of the plane we was on had all been let down by this company with zero communication, some didn’t have the funds for a taxi and where left in a very stressful situation”
“Ok,only until things go wrong, Our flight was cancelled,the night before we were due to travel to turkey. So We had to book our own flight,the next day..so lost 2 days of our holiday,lost our prepaid seats on plane,sat separately. lost transfer from airport to hotel,had to book our own taxi ,late in a foreign country. Couldn't get in touch with any reps from On the beach,came home,had our baggage damaged & torn.we tried reporting it to On the beach,they refunded only 1.5 days for our hotel,and didn't want to refund, for transfers,seats,and damaged luggage.saying we had to sort these problems out ourselves with airline Pegasus.you are our reps,who booked our holiday and should be able, to help.not pass it to the airline. this is so unfair and they didn't care.or help us.just said we accepted the 1.5 days refund,but we didn't. Now we are out of pocket, and ruined our holiday”
“Have to say purchased the holiday because of the advertised free esim as we go away on the 17th July
Tried messaging tried calling no reply to any.
Welk as we guessed an advertising lie as we never received ours, now to late to remedy it and only have the network to use very expensive a cost we thought we would not have to pay.
Their should be some recrimination for companies who do this.
Let's hope rest of holiday goes well”
“Never in my life will i book via this company again. Ive had a fair few holidays via them, some good and some not so good. The last one, the experience was awful. After returning home, trying to contact ONTHE BEACH is unreal. I went onto the chat and was told they have no active phone lines. I submitted the complaint once and had no confirmation, was asked to submit again and again had no confirmation. Was told with out the confirmation I cant compain. Uterly useless.”
“Managed to get nearly a full refund on my holiday we had to move to a new hotel after the first night I will now be taking them to court for the rest of it as I’ve got a recorded call saying I was going to get a full refund. The problem is they don’t vet half these hotels they have on their books the place we chose was absolutely disgusting. Everybody was moaning there, I’ve sent them numerous emails and they haven’t even got the courtesy to get back to me. This will probably end up on the TV program Holiday from hell we’ve saved all the footage.”
“I do not recommend anyone to use their services. it was the first and last time we used onthebeach services. when booking the vacation, we chose a suitable flight, because we will be flying with children, so we did not want a night flight. we paid £40 for each person. 6 people will fly. after some time, it was changed to the same night flight for which we would not have to pay, because it was the cheapest flight. they wash their hands after contact with them. they said it's not their problem. I don't know why we were charged for a service we didn't receive.”
“AWFUL.... DO NOT BOTHER WITH THIS COMPANY.
I have spent a lot of money and time to get family holidays with this company. After our last experience I will NEVER go with this company ever again..... They didn't only put a LIE about a hotel "Bellagio Spa Beach and Resort" in Hurghada saying it's 4 star..... it's a hiddeous, disgusting place and RUDE Thieving staff members... do not visit this hotel.
They have hold of my mobile phone and are refusing to post it back to the UK I went to onthebeach for their help/ support and they did NOTHING but offer us a pathetic £75 voucher towards THEIR MESS.... Also clearly didn't care that much. I spent thousands on a holiday which was completely ruined and aftercare was not provided. They do not CARE and are obviously just money orientated. I have spent lots with onthebeach and never ever will I go with them again..... nor will my family and friends after my experience. My phone has been with the hotel after over a month and they are ignoring my emails my phone has pictures from our holiday in Egypt and personal photos of MY SON. MY advice is stay AWAY from on the beach and STAY AWAY from Bellagio in Hurghada.”
“When I booked with On the Beach as a package holiday, I expected it to be smooth sailing and it has been anything but! I have never been so stressed or spent so much time on the phone and on Live Chats trying to fix all the issues and errors your company had caused. I could have saved so much time and money booking everything myself.
When I first booked the holiday online, there was no mention of the fact we would then need to book our flights directly with Ryan Air. I went to do this, and the pre-paid card you sent would not work. I called On The Beach who put more money on the card (I would have thought you would have known to include any booking fees…) but the card still would not work. I called your team again and your staff member Paul said he would book it for me.
Fast forward to 2 weeks before the flight. Our party decided to pay for seats to sit together and thank goodness we did as we realized on the Boarding passes our flight had been booked wrong! We asked for the 6.30am flight and you had booked us on to the 9.30pm flight meaning we would lose a whole day of our holiday! All other paperwork, your website, the ATOL cert & the transfers were booked in line with the 6.30am flight. Had we not of made the decision to book our seats in advance, we would have arrived at the airport 15 hours early! And if this had of been the other way around, we would have missed the flight all together.
After countless more hours sat on hold trying to speak to someone, On the Beach admitted it was an error on your behalf. Luckily, there was still seats on the 6.30am flight but to my absolute disgust, I then had to fork out another £256.00 and book them myself!
I booked the new flights and was told I would get a refund. I then went to check the paperwork had been updated to show the new flight times and surprise, surprise.. it had not. Another 2 hours on hold, I spoke to someone else who said Paul had CANCELLED my refund! The lady I spoke to set up the refund again. Paul never asked which card the money should be refunded too so when I queried this with the lady, she said it couldn’t be refunded to my card it had to go to the last person from our party that logged in and made a payment towards the holiday, so my friend had to then transfer me the money back. Absolutely ridiculous.
I also spoke to Ryan Air who said I needed to Authorise my booking and should have been sent a link which I never received from you. I simply cannot believe how difficult you make this whole experience. Pre-paid cards, Unique email addresses, Videos I had to do of myself pulling different faces to prove who I am. I work on a computer for my job and found this all very difficult so goodness knows how anyone that isn’t tech savvy would cope!
I have had no real apology and when I asked for some kind of compensation, maybe the VIP lounge or something (which doesn’t cost much) I was told the online form is the only way to report my experience which isn’t very helpful considering I now depart in a week.. I hope something can be done as this holiday has gotten off to the start from hell & countless hours have been spent trying to do On the Beach’s job for them!”
“They keep increasing prices and they have a bad customer service. We confirmed a price they left me on hold and when she got back she told me the price increased by a £100 per person. They don't have fixed prices and lie about the airline changing its prices.”
“Very nice photos and description of a 4 star Greek hotel on the website. Turns out we have a cockroach infestation in our room. Contacted onthebeach after 2 nights and hotel refusing to move us immediately. No sleep as cockroachs were also in the bed. Onthebeach said they could not move us to a different hotel as it was up to the current hotel to sort out any problems. Onthebeach happy for their customers to sleep in cockroach infested rooms. It's best to avoid booking through onthebeach as they cannot or will not help.”
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On the Beach
Reviews 59,895 • Great
TrustScore 4 out of 5
4.2
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AVOID, TAKE YOUR MONEY AND LEAVE YOU STRANDED IN WRONG RESORT
Booked a 3 night stay in calella to attend the motogp. On arrival to the hotel were informed our private transfer had dropped us on the wrong hotel with the same name. Paid for a taxi to the correct hotel to discover it was in the wrong resort, the first hotel was the one we had actually requested. Out of hours team could not help late at night and so we paid for a taxi back to calella and paid for new accommodation for the night as well as food and drinks when we should have been all inclusive. First of 3 nights ruined. We have been refunded the cost of taxi's and the night one hotel although it takes up to a week to reach us and were offered £100 in vouchers towards a new holiday which we did not accept and instead asked for this as a refund. This was denied. We did not get the voucher either. After this ordeal we would not use this company again and so the offer would not benefit us. Asked to speak to a manager/decision maker and was denied stating we would need yo complete a form if we wished to complain. Disgraceful service, please be careful if using this company”
“If I could rate zero star I would. We travel in less than a month. Changes too flights which I found out accidentally and was not notified about for 1 week by on the beach and this was After 6 messages on there supposed live chat and a phone call to cancel the booking which was the only way I could speak to a human.. live chat Absolute lie. This is not a live chat, it is a bot and cuts you off. I have been messaging for 2 weeks now. Was on hold for 45 minutes and spoke with someone called Sarah who was lovely however since this 48 hours ago no phone call.. my sister was on hold for over 2 hours with no answer and had to end the call. Absolutely disgusted with this company. We have requested a telephone call on multiple occasions to just be ignored. Our messages are ignored. No actual direct number for customer service. They have taken 60% of our money and we require a full refund. This is our first family holiday since our mum died. The whole reason for booking was the good flight times, They have now been changed from 1.30pm to 1am the next day and travelling with 3 children under the age of 4 is just not doable. The dates that work for 6 adults having to all get the same time off work and the hotel we wanted to stay at. All this was why we booked with them. Never ever again. The stress and anxiety we are all currently going through regarding this issue is off the chart. I cannot write anything else as I am getting more and more frustrated. Paddy McGuinness Needs to have a word!!!!!”
“Can't speak to anyone. Lost over 2k. Hotel happy to move dates after my accident and other refused to try and help. Waste of time and money. Sent us to an absolute dump the holiday before. I should have cancelled the next one then and there.”
