“I've booked twice now , with live pricing also screen shot of the price , and both times I've had OTB ring saying the same excuse that the rooms have been taken so the new price is £287, WTF”
“Worse service ever. IMPOSSIBLE TO CHECH IN AS THEY ALLOCATED ME WITH A MADE UP EMAIL ADDRESS. WHICH MADE ONLINE CHECK IN A COMPLETE NIGHTMARE. You can,t speak to anyone by phone if you have a problem.”
“MIS-SOLD - Alcohol NOT included in ALL-INCLUSIVE!
We were not made aware that Magaluf has a new law that stops all-inclusive hotels from serving alcoholic drinks at the bar. This is not stated in the hotel description on your website. On your site it states the following;
"All Inclusive Food & Drink
## Please note that the All Inclusive concept includes a maximum of 3 alcoholic drinks per meal. ##
Breakfast, lunch, dinner and snacks in main restaurant
Self-service drinks during meals
A choice of drinks from bar 11:00 - 23:00 (50% discount on premium and imported brands)"
Now to me, this states that a customer cannot get more than 3 drinks per meal BUT there's a selection of drinks available at the bar which there was not avaialble with all-inclusive!
Now, after leaving the house at 2 am, getting to the hotel to find out this news, shocked is an understatement. After waiting for 2-years to go abroad and then hearing that we cannot have any alcoholic drinks on our stay was so disappointing.
We were offered a £150 voucher but this does not come close to what we had to pay for drinks every day after being mis-sold an all-inclusive package!”
“Worst company going !
Me and my wife booked a trip to Crete
We arrived at stansted with plenty of time to unwind.
We went to check in with Ryanair but told we had to do it online we had tried this on a number of occasions with no luck the staff there were very helpful they stated on the beach should not be using Ryanair due to there check in policy ( please Ryanair terms and condition if going through online agents) and after 1.5hrs managed to get checked in.
We arrived at the hotel which was all inclusive the bar open at 11am and closed at 10pm worst lager in the world and only ouzo and raki (no other spirts) orange squash and a couple of other soft drinks (bottled water chargeable).
The food was something out of this world not in a good way ! Same food for breakfast lunch and dinner for Severn days.
Finally our time to be freed from jail !
We made a number of attempts to contact ON THE BEACH to find out our time for the transfer with no luck.
One hour before check out and 6 hours before our flight reception told use our transfer had arrived my wife was in the shower I was packing we said we would be ready in 10 minutes but the transfer left leaving use with £100 taxi transfer plus ON THE BEACH £40 fee already paid.
On arrival at the airport we were charged the Ryanair £55 each to check in (Ryanair policy) do not use ON THE BEACH) now a ruined holiday and a fight when we get home to get our money back .”
“I would just like to let you know NEVER book with this deceptive company. They are dishonest people and give you false information and do NOT do what they say they will do.They do not honour your package holiday that you book , and be careful if you book on line as the price you think you are paying is incorrect, their referral team will come back to you and tell that since you booked this & that has gone up in price and con you. DO NOT USE THEM.”
“My holiday was cancelled in September 2020 a week b4 going,on the beach was great they found me the same holiday for 5 days later then the one I booked only change was date & 10 night stay instead of 14 it was £900 cheaper,I believed in them so payed out fall for my new holiday & waited for my refund from my first holiday which was put in my bank 9 days after they cancelled,I’m looking for a holiday for 2022 now & will b booking with on the beach again hope all the reviews r rubbish & the service is still great”
“On Sunday 25th July 2021 i had a phoned conversation with a very rude unhelpful unprofessional male employee of On The Beach telling us that nobody had to inform us our said accommodation was temporarily closed i tried to eplain that for 4 weeks we have be trying to change our holiday to August 2022 and when given a quote had to respond to in which we responded right away it was you On The Beach that was delaying in getting back to us so the pice went by £200 the male on the phone wasnt interested in helping us resolve this as he just said well holiday prices will rise at this point my stress with sending messages back and forth repeating myself and getting nowhere and being spoken in the manner that this individual did left me no option but to go through the cancel process.We tried to transfer the dates to next year nobody seemed to no what they were doing.We are now set to lose the money paid so far insurance and flights which is what i have paid according to On The Beach.This very ill mannered individual who i spoken to on the phone left me with no other option and im absolutely furious of the outcome. As you On The Beach informed us when i asked for a refund or voucher that you dont do them and that our flights have been paid for iff for some reason Ryanair dont fly out on the scheduled time and date i will be seeking my money i have paid you were quick enough to tell us we can't have a refund because the money we have paid was for the flight now iff the flight doesn't go ahead i want that money backthe money paid either belongs to Ryanair for the flight iff it goes ahead or it belongs to me not you or anybody else as you told us this when trying to sort this mess out i will be monitoring the outbound and inbound flights on the day. One last thing i have been telling you for nearly a month our accommodation is temporarily closed til Nov/Dec and trying to do a tranfer nearly every day without success as you delayed in your response and on Monday sent me a message saying our accommodation is shut i really cannot belive a company such as yourself think its acceptable to treat and speak to people in this manner myself family and friends will certainly not be using your company again”
“Appalling the amount of complaints with this company My son cancelled his holiday 8 months before due date They cleared his bank account saying he was liable for flights Emails get bounced back Looking at other reviews it seems they have a lot of money which should be returned to customers DO NOT BOOK with this company”
“My holiday got cancelled at the start of Covid and I have yet to receive the rest of my payment, there are so many fake reviews over on Trust Pilot that it makes me skeptical about trusting reviews from them in the future.”
“My partner and I have been having issues with On The Beach and their conduct is simply appalling.
We booked a couples holiday for early August and a family holiday for late August to Crete.
Quick overview
- Stopped selling holidays for June, July and August but if you booked with them. They refuse to refund or cancel the booking.
- They refuse to answer written or verbal complaints unless you have already gone on holiday (which hasn't been possible). They simply ignore emails and letters sent to them.
- There TrustPilot account is full of hundreds of 5 star reviews they got in the middle of lockdown.
We became concerned when OTB stated they would no longer sell holidays for June, July and August in May.
I complained in writing and requested a refund on the basis that they are expecting me to pay for holidays, that they are refusing to sell.
They are using the conflicting Government advice on the Amber list between DtL and FCDO, the advice is do not travel for leisure.
The response I got back was "Please note that this email address is for customers who are submitting a post travel complaint only – we are unable to respond directly to individual booking queries." At the time no one had travelled internationally for over a year on holiday.
When I went to leave a review online I discovered they have inundated Trust Pilot with 5 star reviews. The CMA is cracking down on false reviews. OTB has thousands of 5 star reviews during lockdown. Which is completely nonsense, they are clearly fake reviews Tui has 8k reviews and 1.9 stars. OTB has 23k+ with 4.1 stars.
To be clear they do not accept complaints written via the messenger. Formal complaints must be submitted in writing via email (which they ignore) and they do not respond.
They have withdrawn from their ombudsman and state they will not refund flights even against government advice unless there is a specific law”
“My son cancelled his holiday, so no booking showing in manage my account, has had £400 taken from his bank account, unable to contact anyone at On The Beach via phone or email!!!”
“Taken double payments of nearly 1000 pounds from my account. The only way to contact is by waiting for 69 minutes on a phone that cost 12p per minute. Absolute scum company”
“No money refunds waiting 14 days don't have any money in my account 😡 I tried to call them two hours no one answer😡And you want to say that this is a good attitude towards the customer?😡😡😡”
“We will not use this company again. We had it confirmed on two occasions by the airline that our seat had been refunded to On the Beach. On the Beach have refused to refund us the money. Writing to the CEO, Simon Cooper, they refused to accept a signed-for letter. The result of this is we have lost £570.”
“155 pound deposit paid including covid insurance before Turkey went on the red list for June 29th.Called constantly never answer sent hundreds messages I want this money back if not I'm taking it further they say they cancelled my holiday due to non payment ehhhh it went on the red list who's going to part with money known that you can't go disgrace they wanted 250 to change the date to next year same place same time never use them again”
“We have a holiday booked on 2nd july 2021 to Spain. we have asked to change it to july 2022 which has been a nightmare, partly due to Ryanair. It has cost us £1200 so balance still outstanding. Spain are on the amber list. We have tried changing which will cost an additional £575. It is the most stressful situations I have encountered with a holiday. Cancelling will cost us £275. Avoid on the beach and Ryanair. Greedy companies”
