Initially booked a holiday and all seemed well, except they didn't add the free airport lounge as they're so fond of advertising. However after chasing this up using the online chat this was resolved. A few months in we heard rumors online that our hotel wouldn't be open in time. I messaged On the Beach as there is no phone number, they said they would contact the hotel and find out. 2 weeks later I was still chasing OTB for an answer. So I messaged the hotel directly and they replied within 1 day. Now, with only 2 months to go I've received an email saying the hotel won't be open from OTB. They've offered an alternative which is nowhere near as nice and in a completely different part of the island. I've messaged back asking them to contact me regarding my options, they auto responded saying they would reply within 48 hours. 48 hours came and went with no response. So I've tried the online chat and they're not open at weekends, plus it's bank holiday now. So no response for over 72 hours. This is the most stressful of situations for our family, yet OTB can't even be bothered to ring us and explain nor even reply to my messages when they say they will. They're a complete disgrace and I will never use them ever again.