We have booked the same hotel 4 times previously with Sunshine.co.uk and have always been very happy with the service until now. This year we were not offered the option to book a Superior Room. I emailed twice to ask about changing to a Superior Room, but only received stock answers a few days later saying my query was closed. Nothing was resolved. In the end we paid 210 Euros for a room upgrade when we arrived at the hotel, but it would have been much better if we had been able to book this earlier and spread the payments over time. We should at least have received an answer to our enquiries without them being shut down with no response. We booked a Speedy Shuttle transfer which is only meant to have 4 stops and take around 50 minutes. The minibus sat at the airport in blistering heat for about 45 minutes (including 10 minutes after all the seats were taken - including 2 in the front alongside the driver - while he chatted outside with other drivers). There were at least 6 stops en route to the hotel and it took much longer than an hour. On the way back we tried to log in twice to find out our pickup time. We got an error message saying "booking not found". Tried emailing and got a stock reply saying they would get back to us within 72 hours but we should contact the local 24 hour emergency number if it was more urgent. We tried phoning for almost an hour but all lines were busy. Eventually the hotel desk staff got through after an hour of phoning and we got our time for the early morning pickup the next day. We then received an email saying they had sent details to the hotel. Instead of a Speedy Shuttle to take us back to the airport, we were collected by a bus which trailed around 10 hotels and took an hour and 20 minutes to get us to the airport. When we got there, the queues to check in were enormous. Luckily we had upgraded to Priority check in or we would almost certainly have missed our flight. Needless to say, we were not at all happy with the transfer and less than satisfied with the overall level of service which has significantly reduced since Sunshine was taken over by On The Beach. On the plus side, we did not have to pay half up front as the deposit was much less. We were able to make payments over several months to reduce the balance. Hotel Beverly Playa was excellent value and paying for the room upgrade was worth it. The hotel staff were superb and ensured we had a wonderful time - especially the Animation Team who remembered us from previous years and gave us a warm welcome. They put on a lively programme of entertainment all week and ensured all guests had a happy holiday. Food was delicious and there was plenty of choice. 0verall I am not sure if we would book with On The Beach again. We might be tempted to go with another company or book direct ourselves.