“Terrible service. Totally unhelpful when it comes to any changes in initial booking.
I booked a holiday for 3 ppl but my mum couldn't go because my dad got very ill and ended up in hospital. I wanted to change her name to my husband's.
First OTB said the hotel refuses to make changes and there is nothing they can do about it. When I contacted the resort directly I got a reply saying there is no problem with that and they've done it. However I would have to get a written confirmation directly from OTB. That's when they said that due to their "technical problems" they cannot help me with the change and confirmation of it.
I felt like I am being forced into to canceling my holiday as this reply left me no other options.
I lost my deposit and when I applied for a refund OTB didn't recognise that this is any of their faults. It clearly was not my fault as I found a replacement and was ready to go on this holiday, and the resort was ready to change names.
I will never look at going away with this company again - this would have been my 4th holiday with them...they clearly do not care about their customers and have poor customer service. An upsetting thing also is that even though I got the confirmation of cancellation (which I was forced to make) I was still receiving emails from OTB asking if I am ready to go, "it is not long to your gateway", etc.
IF YOU STILL CAN - AVOID THEM!!!”
“When i book a holiday with travel agent I expect everything to be done, boarding cards emailed to me, seats located, bags booked on the aircraft, everything done, that's idea of booking with a travel agent, isn't it. None of it, I had to do all of that. For some reason they change email address the part after @. So not knowing that, unable to deal with boarding passes for Ryanair. Contacting On The Beach, nightmare. This is my first time on a review site but felt I had to let people Know. DO NOT GO WITH ON THE BEACH TRAVEL AGENT.”
“Can't contact them... if you ring it says high volume of calls then cuts you off. If you email or message them they don't get back to you until 2-3 days later. Wouldn't book with them again”
“Booked with OTB several times, so we thought we would book our 20th wedding anniversary with them to Dominican Republic, all good until we arrived at check In to be told OTB had not paid TUI for our luggage even though we had paid for it, had no choice but to part with £150 to pay for the luggage again, tried to contact them by phone and of course at 6.30 on a Sunday morning you have no chance.
Managed to email them from resort and was informed that I would be refunded for my luggage when I return home, (what good is this to me when I’ve paid twice for my luggage), I was also told in the email they would refund for my return flights, now this is where the problem starts I’m still waiting since 6th September for the refund, after numerous emails and phones calls I’m being told that the email does not say that I would be refunded for my return flights, however it clearly say “ they will refund you for the luggage you had to pay for and your return flights” pretty sure I’m right when the email clearly states the above.
My advice don’t book anything with OTB as you won’t save in the long run, it takes them weeks to respond to emails the only time I get a quick response is when I put a bad comment on Facebook. Something needs to be done about this company palming people off after they have made mistakes! Save your money book else where”
“Very bad experience booked on one price from website and they asked for another 452£ They said the hotel changed the price, i was forced to accept as i was part from a bigger group, no one else from the group was asked for more money, the price is still advertised on there website as initial price!!! tryed to cancel but they asked for 3000£ for cancellation!! And they said is normal for the price on website to not reflect the real price! Stay away !!!! Scammers!”
“Terrible company have been messaging well over a month to ask simple questions regarding Thomas cook flight that has went bust have asked them to find alternative flights keep getting told they’ll get back to me and keep getting told they don’t want me to cancel yet and have not found flights this is going on to 2 month now it is 3rd time iv tried to get hold or request management to call me but keep getting fobbed off and told if I want to cancel il have to pay money to cancel. Total thieves with no customer service skills what’s so ever the longer the keep fobbing me off the longer me and my group will have no holiday for my 30th....do not book with this company !!”
“Incredibly rude on the phone and hung up on multiple times.
Trying to book a holiday which needed a simple address change at their request and error they then told us they couldn’t do it.
I’m getting married abroad and this has now put the wedding in jeopardy because of their error and with no solution.
Avoid this company if you value your holiday.”
“the hotel was closed on arrival and although they put us up in another hotel that had no electric for one day, smelt of sewerage for three evenings the restaurant was shut for two days water on and of for three day when I contacted on the beach after the so called holiday they offered me five percent on another holiday with them this was not good enough this holiday cost us a lot of Money for the hotel not b open is disgraceful would not book or recommend on the beach to anyone we should have had are money back not been offered five percent of another holiday with a company that let us down .....”
“I bought the holiday after the Thomas Cook bankruptcy. ONB charged me £500 for the deposit and then decided to call me 5PM to inform that the holiday would cost extra £480 (on top of the total price). They did not allow me to make the payment next day so I cancelled the holiday with them. Its been a week ago. So far no refund, no explanation and no possibility to buy another holiday somewhere else.
BUNCH OF THIEVES.”
“OnTheBeach are the worst company I have unfortunately ever has the misfortune to deal with. Practices are unethical and they operate with zero customer care. I wish I had never booked with them and recommend everyone avoids.
At the time of writing I have had no response to my complaint; the ethics and customer contempt appear to go right to the top of the organisation.
Thomas Cook customers - I guess you are going through enough stress at the moment - make sure you don’t jump out of the frying pan into the OnTheBeach fire!”
“Booked for Tenerife in January this year which included a Thomas cook flight, to celebrate my husband's birthday and 30th wedding anniversary. Instead of offering alternative flight, they completely cancelled the holiday.I trued contacting them but to no avail, inly to discover they had put the holiday back up on their sight for DOUBLE what we paid. I will never use them again. I hope all holiday companies doing this loose future custom because they can't be trusted.”
“Well for starters they lied. My friend booked last October for Hotel Sandos Monaco— we wanted the 25% off offer for Spa Treatments- However when we arrived at Hotel , we were informed that we do not have the offer- it’s now called Wellness Package which at no time in 11 months were we informed!!!! On The Beach said we’d been upgraded to Deluxe room( not true!) all rooms are the same!!! My friend had a medical emergency and hey!- On The Beach profess to have emergency in resort telephone number!- Good luck with that one!- unable to get through!!!!! Were told by On The Beach they have rep- no they don’t- not even a file with information! We e-mailed time and time again but then found On The Beach had written “ Case Closed” So Pelletier ABTOL it is And Ombudsman. Book with this third party at your peril- I will never book on line again- travel agents— I can’t be bothered posting all the in- depth issues we had but I think you get the picture?!”
“Thought I'd give these a go as cheaper,never again ended up costing us more not clear on baggage which ended costing a fortune for extra luggage at airport,in the very very small print u have to pay an admin fee of £5 for every payment,beware of this company and really check the small print definitely won't use again”
“First let me state that their not just a nightmare to get in contact with not just their long hour phone waits but their 1-3 day email replay via their website. Then after booking the holiday it only then stated which airline was booked. To find out it was norweigen which I personally didn't like because I read bad reviews on it and never heard of the airline or knew anyone who's flew with them before. I asked to changed and they said it would have to be with the airline now as they've already paid them what a shame that they had no power to change or cancel for free.
Then having issue with the airline put me off them point blank they changed aircrafts. Then the inbound flight coming home from America was delayed 7 hours with no warning from onto the beach or the airline regardless whos responsibly it was but I got thwir 3 hours before to see a note on the check in desk with no airline staff to speak to stating we had to come back 5 hours later for new check in, then for it to be delayed a further 3 times. But this may not have been on the beach fault but they should not use poor and unrealiable airlines as rhia gives on the beach a bad reputation. This trip has been the wrost turn out compared to all other holiday agents I've had so that's what has put me off. On the beach maybe be easier to book with NOT CHEAPER but this doesn't mean they have to use poorer airlines and hotels to give their customers. The hotels were even the lowest around the area we wanted to be, good ones we seen were not available with on the beach so just shows they only have cheap and nasty availability holiday package choices. First and last unfortunately!”
“First let me state that their not just a nightmare to get in contact with not just their long hour phone waits but their 1-3 day email replay via their website. Then after booking the holiday it only then stated which airline was booked. To find out it was norweigen which I personally didn't like because I read bad reviews on it and never heard of the airline or knew anyone who's flew with them before. I asked to changed and they said it would have to be with the airline now as they've already paid them what a shame that they had no power to change or cancel for free.
Then having issue with the airline put me off them point blank they changed aircrafts. Then the inbound flight coming home from America was delayed 7 hours with no warning from onto the beach or the airline regardless whos responsibly it was but I got thwir 3 hours before to see a note on the check in desk with no airline staff to speak to stating we had to come back 5 hours later for new check in, then for it to be delayed a further 3 times. But this may not have been on the beach fault but they should not use poor and unrealiable airlines as rhia gives on the beach a bad reputation. This trip has been the wrost turn out compared to all other holiday agents I've had so that's what has put me off. On the beach maybe be easier to book with NOT CHEAPER but this doesn't mean they have to use poorer airlines and hotels to give their customers. The hotels were even the lowest around the area we wanted to be, good ones we seen were not available with on the beach so just shows they only have cheap and nasty availability holiday package choices. First and last unfortunately!”
“I telephoned to book a holiday for 30 people, Alex who i spoke to was very helpful and informative of all of the options i had with making a booking of this size, although i couldn't book our trip at the time her advice was appreciated.”
“We paid for a package holiday which included return transfers to our hotel. After a 10 hour flight to Cancun we discovered that our transport had been cancelled and we were left stranded at the airport. With fear and a language barrier it was a difficult time. The office for on the beach was closed as we arrived at 10pm uk time. We had no choice but to pay an extortionate amount of fares to get us to our hotel. This left us concerned about what else could go wrong with our booking. Obviously this warranted a complaint to On the beach. Which added insult to injury as they didn't have the decency to refund us for our taxi fare let alone uphold our complaint for compensation for the distress caused. We are so disappointed.”
“I strongly advise nobody book a holiday with this thieving, lying company! I have spent almost a week and about 5 hours on the phone trying to get a deposit back for a holiday that was never available in the first place (after being assured that it was) As soon as I paid my deposit they told me it was never available. They have told me lie after lie, and to add insult to injury have still not refunded me the full amount I have paid them!
I strongly advise everyone to NOT USE THIS COMPANY”
“the holiday was fine but the transfer bus back failed to turn up, told to get taxi would be refunded on return. Numerous emails to customer service but after 5 weeks still no refund!”
