First time using On the Beach in September 2023, paid for transfers to and from hotel in my package to Tenerife the pick up on return trip didn't happen despite following all guidance inc the hotel and English rep advise. Had to pay for a taxi almost missed flight waiting for the pick up from hotel. Never turned up. Appalling service from Sarah at On the Beach lots of lies and contradicting. Then still awaiting for complaint resolution over the specified 28 in complaint email. Latest email from Tanya (no surname or ref) today 20th Oct. Still no resolution even with clear evidence provided. Now second trip using On the Beach to Lloret De Mar loads of hidden fees getting on to the plane and now getting ready to return home. Second complaint being logged upon my arrival. That's twice using the same company On the Beach more fool me after the first disaster using them. Basically from my personal experience I'd say not to use this company and use someone else which is exactly what I shall do on my next holiday. Dissapointed and confused as to why they sit at excellent on here? Appalling service all round on each of my two holidays using this company.