“Booking was fine, but they have charged me twice and trying to call I am on hold 2hr 22m and counting, this is simple unacceptable. And yes i did email 3 times and also no response. In this Industries when things go wrong you need to be able to speak with someone and this wait is just not good enough. Oh and COVID is not an excuse!”
“The booking was good , but when you need to change things it’s so not easy .
And when you actually get a result from on the beach they give you 48 hours after it took them 18 days in which reply to me. When I needed name changes I looked at the price for my holiday, at the time I requested and the holiday was cheaper when they sent me a quote the price jumped.But if you are not sure on the price change and you actually Query they don’t answer you so there for because your waiting on a reply which you don’t receive by the way your request change expires, so you then have to start all over again requesting a change will no doubt cost you more.
So if they answered you in the beginning non of this rigmarole would be happening, so no I’m not at tall happy with there customer because it really doesn’t exist.
You’d think that there 1 st priority would be to serve there customers well.
And try and phone them well that’s another story.. disappointed in this company on the beach .”
“A very simple booking service, however, at the time of booking I was unable to specify twin beds. As advised, I have tried twice to contact OTB online and once via telephone to no avail.
I just hope I am able to contact someone before we travel.
VERY POOR.”
“It was easy to book, but I had trouble checking in on-line.. when I went yo do it, I was asked to verify myself by taking a picture of my passport, but it would not accept the pics I took, & eventually locked me out, so I had to check in at the airport for free, also had to do the same on the way back, but was charged €60 by ryanair, I would never do that again, when I rang on the beach it took me over xn hour to get through”
“Struggling to talk to someone about my payment, sent 6 messages and no one has got back to me,emailed them also, its important i talk to someone as i may of paid them twice accidentally ando trying to find out if i have, really annoyed”
“Hi I had to cancel my holiday yesterday, as my husband tested positive for covid.I tried ringing OTB but the automated reply was you cant cancel over the phone !!! I have emailed them 5 times now an still no reply.I took out their insurance they said they can't help till I speak to OTB.I have asked if I can just change the dates but still nothing I have just found another email address on line for them so hopefully someone will get in touch
This is the worst customer service I have ever had”
“Always book with OTB . Had a problem a few months back where we couldn't go on holiday as daughter was taken to hospital. Their customer service absolutely amazing. Iv just booked another hol going on 15th April. Happy all round”
“I booked a holiday with OTB for 24/2/22.
I read all the reviews after booking and paying for my holiday in full.
I have to say after reading all the reviews, I thought ‘oh dear what have I done’!
I have never written a review before, but in fairness I thought I should.
OTB could not have been more helpful. I couldn’t check in, but that’s because I have never done this procedure before, so I called OTB and they talked me through every part of this and could not have been more helpful.
The lady went above and beyond and I would like to say thank you-we had a beautiful holiday and we were very well looked after.”
“booking the holiday was really easy but as my son has his exam on the 8th june, ive requested him to be taken off the holiday on the 23/02/2022 and the request says its been recieved but waiting for an agent to pick it up. It will be 3 weeks on the 9/3/22 since i requested it.”
“I give this company no stars. We have booked a holiday to turkey for next month, two of our passengers can no longer go due to health issues, I requested they be removed from the hotel 5 weeks ago. They said they would respond within 48 hours…
so I called last week, after waiting over an hour to speak to someone from customer services, they told me that they were not trained to make amendments to my booking…how convenient! So I waited and two days ago I received an email to say that it would not be cost effective to remove passengers as the hotel price had gone up and we would have to pay more when rebooking the hotel….BUT I checked and the price still remains the same as when we first booked it. They have lied to gain more money.
I refuse to pay for 6 passengers when only 4 of us want to go away.
I have called customer service today and was number 88 in the queue, 2 hour waiting time. Not acceptable.
And yet, you call to book a holiday and they answer straight away. They are rubbish and I would not recommend.”
“Onthebeach customer service is really going downhill. I put in a request to change my room a month ago and still haven’t been contacted. Like what is going on? My holiday is in a months time and I would like this confirmation. It’s for my mums 60th I want it to be special and Onthebeach are just so difficult to get through to it’s driving me Insane.”
“beware triple check your dates before booking as they seem to change and i am now stuck trying to change them been on the line for over an hour and being told it will be another hour. argggh”
“Absolutely shocking and appalling after sales customer services, ON THE BEACH!..will try anything to sell you a holiday, some of the customer services team will tell LIES! in order for you to book, customer services will give you wrong information to make you book, as soon as you have paid for the holiday you can forget trying to call or email for a response or resolution to a problem. phone que’s are ridiculously long 90 people lie in wait to get there problems solved, I’ve been back two weeks from my holiday I’ve called numerous times long waiting ques even after 47 mins waiting unable to get through each time you are met with ques of between 60 and 97 people .
My situation is such that I was mislead by a member of the customer services team, told a pack of lies and Miss sold a holiday package for me and my family. I booked a BEACH holiday only to discover when I got there that the beach is SHUT!!.. and aqua park is shut!! Bit Bizare when your thinking about a holiday on the beach … booking with on the beach only to discover there’s NO BEACH!! 😩 When I enquired and asked about these facilities I was told they were open, the aqua park was 5 minutes walk from the hotel , there are 3 outdoor pools one indoor etc etc.. all outdoor ones and facilities were shut!.. one small indoor pool was open!..perhaps the agent was unaware, however the agent should have at least checked with a colleague before giving us this information.
Always ring the hotel direct to confirm your booking!!… don’t think think I’ll ever trust what an agent tell me!
Also WARNING!! never book your transfers with this organisation, they know they are overcharging for this service, check online and you will find it significantly cheaper, I have been charged 5 times the actual charge normally paid for a return transfer from airport to hotel by ONTHEBEACH.
If it was double the charge I would understand to save the inconvenience of looking online however to inflate the cost by four or five times is ridiculous!….
Please treat your customers with the dignity and respect they deserve families save up a lot of money to spend on their holidays to create memories with their loved ones, please please please ONTHEBEACH customer services help make these memories and holidays pleasurable and enjoyable be fair with your charges and provide a service to your customers that is efficient and courteous.”
“Terrible service. No one cares or acknowledges bad service and glosses over it. We have booked and my wife is dreading the holiday now as has no faith it will be ok.
Took a month to try and move a date when they did contact was wrong dates and took another four hours of calls to sort new Date. we tried to alter three days after booking. MAKE SURE YOU READ SMALL PRINT. Once booked they will add money on if you want to change to make more money. They claim flights are set at that price but should that be true you wouldn’t be able to move them massive con.”
“Very easy website to search for your break with lots of choices in lots of countries. The prices are also very reasonable. I especially like the option of free airport lounge and fast track security”
“Impossible to talk to....
Or get an email response..the only emails i receive is payment reminders!
I left a message to amend my booking a month ago..apparently they respond in 48 hours ...more like 48 days...i have called over 20 times and waited on hold with no avail.
I once done a celebration dance after waiting on hold for 2 hours and getting through, only to be told the amendments team are practically non existent and no one can help...."keep waiting she said"...a month later...here I am still waiting...wishing i went with British airways holidays...they do good deals and actually answer you calls and emails..”
