This company is an absolute joke! Their team are incompetent and have no idea what they are doing! A holiday that was meant to be stress free was basically the holiday from hell. We booked a shared premium shuttle from the airport to hotel (return) max 4 stops with on the beach. We waited a total of 2 hours to get our transfer and then took us 3 hours to get to our hotel with 6 stops and the driver taking a 20 minute break along the way. It should only have been around 1h15mins as said by on the beach when I booked. After a full day of travelling and landing at 7pm we didn’t get to our hotel until midnight! Furthermore, we confirmed our transfer as on the beach said via holiday taxi online to be given the pick up time of 4:15 only to be messaged by the taxi company the afternoon before travelling staying pick up would be 3:10am our flight was at 9am and we could only check in 2h30mins before our flight! We waited at the airport for over an hour and a half before we could check in! Our hotel rep appointed by on the beach was difficult. We booked a few activities with him and the first one we booked we were unable to attend as messed up our transport to the destination and then tried to blame us! We waited 40 minutes for our coach to this activity. At 7pm we contacted Cengo to find out where the coach was to which he stated it was 5-10 minutes late and we should continue to wait. After 20 minutes had passed he said it was still on its way and we should wait. After waiting 10 more minutes he called the hotel to tell them the bus was not coming. Upon calling him he stated firstly the coach was no longer coming when asked why he could not give a reason and then he changed his story and said it was our fault as we had missed the coach! He said the next day he would give us a refund however we are still waiting! The hotel food was appalling. To say the least it was the same food every night, cold, undercooked and caused some stomach upset. As a result, we ended up eating outside of the hotel at restaurant’s not using the “all-inclusive” aspect of our booking that we had paid for and spending more money than necessary. This is not okay and a waste of our money and time especially whilst on holiday. A of total 3 members of hotel staff that we interacted with had a base level understanding of English and we’re able to communicate with us on our trip. The rest of the staff were un-accommodating and did not understand any English. They would nod and say yes when asked a question and say they understood you when I’m reality they have no clue what you’re talking about or do the total opposite of what was asked or ignore us completely. They were extremely biased towards us and would noticeably go out of there way to avoid us when asking for help or assistance and help Turkish residence instead. Due to the hotels poor wifi we were unable to use a translator app to help communicate with staff making it even harder. The man we spoke with at the guest relations desk to try and book reservations for the hotel restaurants was rude and to put it nicely a piece of work. They only had one day (Sunday) where we could book in for a restaurant so in the end out of 3 hotel restaurants we could only chose 1! Please note: prior to this I had contact the hotel via the enquiry form linked on their website for information on any special extras or packages for the room and to see if we could book the restaurants before arriving so this issue did not happen however received no response. He laughed when I mentioned this enquiry. On the beach customer service My bookings team (portal) The my bookings team via the portal were very unhelpful when I bought the issue of the transfer and the rep to them! they stated l they would issue feedback to the transfer company to improve their service which did not resolve my issue and when I questioned this further they stated they would be investigating this issue. After 2-3 days of back and forth they finally stated they could not help and I should email the customer care team and call the in-resort team. In-resort team I called the in-resort team and waited a total of 40 minutes with no response or anyone picking up before the line cut out and I was unable to call back! What is the point in having a contact number to use while away if it does not work or there is no one available to take the call. I made the call during working the working hours based on the UK. Overall, I have sent a more in depth email to on the beach’s customer care team however taking 56days to reply to a complain is a joke. This was a poor experience with this agency. Going forward we will not be using them. Our money has gone to waste and who’ve returned home more stressed than when we left.