“Booked sunday today they cancelled saying price was wrong, already booked insurance. Was booking parking. Was birthday treat for wife and taking grandson as a pre high school treat, tried to send complaint but said booking number invalud, yes because you cancelled. Need took look somewhere trustworthy.”
“** DO NOT USE ON THE BEACH **
** DO NOT USE ON THE BEACH **
We booked a Package holiday with On The Beach at a good price and received all the booking paperwork .
2 days later we got a email saying it was cancelled due to a technical error with their suppliers but the exact same holiday with same dates is still advertised on their website but at a much higher price. To make matters worse you can not telephone or web chat with any humans at all. You just go round and round the system and never get anything sorted out.
On The Beach are the worst travel agents around.
Mr E Price”
“I used on the beach many times throughout the years I was happy with as I was able to speak to someone when waiting on live chat but now it is impossible to chat to some one live and cant speak to any one to resolve my issue. This is the last time ever I’ll use them”
“One of the most deceitful and misleading non existent customer agents! Their app does not let you get through an agent, it has been designed like that. getting through to a an agent is like trying to crack the code of Fibonacci! This will be my last time booked with them guaranteed even if it cost more to book with a travel agent that I can speak to a human if needed.”
“Absolutely disgusting customer service from this company dont deserve one star let alone 5 the company is a joke and has ruined my plans to celebrate my 60thbirthday nobody wants to help bots are rubbish just pass you round the houses I need human interaction not ai”
“After leaving a review on trustpilot telling how disgusted I was with the service l have been given a reply from Sammy she said they don't match prices l opened this on the beach and on the there is a revolving stream saying they match prices so who is right the website or what Sammy said as l a 77 year old age pensioner £50 is a big difference to me so I would appreciate a satisfactory reply”
“Booked a holiday to Turkey in June this year my booking has been completely changed booked 8 nights now down to 6 due to flight changes can't get hold of anybody paid £3800 do not use this shameful company!”
“Absolutely unacceptable experience with On the Beach.
I was clearly quoted £376 as the total cost to change my hotel and was explicitly told that any previous balance would be removed. Based on that information, I agreed to proceed.
After the change was processed, my balance suddenly increased to £592. This included charges I was told would be “wiped.” When I challenged this, I was then told that previous admin fees still apply — directly contradicting what I had been told before agreeing.
This is not just confusing — it is misleading. Customers are being shown one price to proceed, only to be charged significantly more afterwards.
The system is deliberately unclear, and customer service is inconsistent. One agent tells you one thing, another tells you something completely different. You are essentially making financial decisions based on unreliable information.
I now have to go through a formal complaint and a payment dispute to resolve this, which should never have been necessary.
I would strongly warn others: do not trust quoted amendment prices unless you get absolute written confirmation of the final total cost. Otherwise, expect to be charged more than what you were told.”
“No one to speak to the same answers all the time on live chat, it’s a disgrace. How the hell do you put in a complaint. I’ve messed up booking myself but absolutely no help whatsoever so ever.
Yes it’s my fault but I have a disabled sister and an autistic grandson, no bloody help whatsoever.”
“Never have I been left so angry when trying to book a holiday. As soon as we'd completed our booking l was suspicious, as the confirmation email didn't actually confirm our booking arrangements, but stated we should hear something within 24 hours.
Sure enough the next day we were informed by email that our chosen room wasn't available but, and I'm quoting them here "good news, we can offer an alternative upgraded room for a cost of £300 per person"!!
Yes that's right, they'd cocked up our booking and our £1900 holiday was now going to cost us £2500, and this was good news!
Surely they should be offering us the alternative room at their cost, as it was their error the booking went through on a room that wasn't available in the first place, or at least offer us the upgraded room at a reduced rate.
To make matters worse when I mailed to complain about their offer, I was told the room offered should have been £700 extra but they'd reduced it to £600. This was a bare faced lie, to check, I went on their website and costed a room superior to the one they'd offered and it came out at less money!
I actually thought we were being blackmailed, thank goodness that at this stage no money had been taken out of my account. The only positive out of all this is that I went on the webchat service and managed to arrange a refund without too much hassle.
I've now took my business elsewhere to re-book our holiday.”
“I had book a holiday for me and friends with On The Beach on 9th Feb to fly on 2nd April 2026 but On the Beach team suddenly cancel my outbound flight without my notice so I am trying to contact them to find out the reason from last 2 days. Live chat is a bot which is unable to answer my queries so I asked for customer service executive to talk but it is closing the chat saying are executives are busy and also I even tried calling using telephone numbers it is same issue as calls are answered by the bot too. I am really getting frustrated now. I don't recommend at all booking with On the Beach. it is hell of experience when we have an issue. My booking ref MYB14856361B.
This is the replay from getting from live chat from last 2 days. Even tough I am chatting with them in the working hours and I am not related Rynair issue
"You've caught us when we're out of hours, sorry!
We are aware Ryanair have updated schedules and we know many of our customers have been affected. We are receiving large volumes of live chats at the moment and to avoid putting you in a long queue we’ve closed the chat for now.
Please click on the update flight information button and follow the steps to accept, change or cancel your flights and our team will be in contact soon"
@On The Beach Team, Can you please read my comment before replying. I am not flying with Rynair but I am flying with SunExpress to Antalya . I had even called SunExpress to find out why my outbound ticket is cancelled, their clearly said it is cancelled by the On The Beach team not SunExpress team so their told me to speak to On The Beach Team why their cancelled. So don't give generic replay to the comments to cover your mistakes.”
“Been using them for a few years in the past , this year we tried to book an all inclusive for me my wife and our three children, went for a 10 days holiday and guess what , we get the price for 10 days but we are actually spending only 8 days in the actual resort, we are paying for the flights (which are strategically chosen, not many options given unless you agree to pay extra something like 2-3 more days , value wise) and we also pay the holiday cost during the times we are travelling and not actually spending any time in the resort. Disgraceful definitely not using them again and will make as many people as possible aware of their doing”
“Booked a holiday through On The Beach and I genuinely wish I hadn’t. When the hotel turned out to be a full-scale construction site with closed pools, rebar on walkways, worn rooms and barely any facilities open, I naturally expected some support. What I got instead was an impressive display of corporate finger-pointing.
Their go-to response seems to be: “It was stated at the time of booking.”
Can I verify that? Absolutely not. Did they offer any evidence? Also no. Just the same copy-paste script and zero accountability.
Every interaction felt like pushing a boulder uphill. No empathy, no solutions, no ownership — just deflection and passing the buck to the hotel. Considering they’re happy to take the booking and the money, you’d think they’d take some responsibility when things go wrong. Instead they’ve been about as useful as a chocolate teapot.
A travel agent’s job doesn’t end at the ‘Book Now’ button. If you want peace of mind, service, or even the faintest chance of help when your holiday goes sideways, look elsewhere. On The Beach offers none of that.
Avoid if you value your sanity (and your holidays).”
“I am extremely disappointed with the way my booking was handled and, more importantly, how I was treated as a disabled customer.
The advisor I dealt with was dismissive and abrupt. I repeatedly explained that due to my disability I needed to speak on the phone, yet my requests were ignored and my concerns brushed aside. There was no empathy, no effort to understand, and no reasonable adjustment offered.
I downgraded my booking from half board to bed and breakfast. The pricing structure clearly showed a minus amount before I proceeded, indicating that the change would reduce the total cost. Despite this, I have now been charged over £300 more. This was never explained properly, and when queried, the response was vague and unhelpful.
I feel misled, overcharged, and frankly robbed. Being given one price, proceeding in good faith, and then being charged significantly more is unacceptable. Even worse is how my disability was treated as an inconvenience rather than something that required basic understanding and care.
This experience has left me feeling lied to and completely dismissed. Please do not respond to this with an automated response. If you are not willing to genuinely contact me, review what happened, and address this properly, then this complaint will only reinforce how poorly this situation has been handled.”
“We booked our airport lounge only to be turned away on the day simply because entry to on the beach. Clients was cancelled because on the beach had not paid for the lounge service hoe embarrassing”
“I am now publicly writing this review before proceeding with legal action against on the beach. We have been using the beach for holidays since 2020 and have mentally invested in their brand. Something has seriously changed, as they used to be a decent company. To quickly summarise before the complete review, we booked a 4-star all-inclusive holiday in Turkey (Golden Beach hotel Targutaris) in September 2025. The crux of the issue is that they used old photos of the hotel in their advertising and knowingly mis-sold the holidays to this destination. We were told the hotel has been bought out since then and has been run into the ground. The biggest issue is that the company on the beach were fully aware of the problems at the hotel and was still actively selling holidays to this hotel with no regard for its customers. We are a normal, down-to-earth family with basic expectations, and the place was nothing short of shocking. After many years of travelling to many places, even India, nothing comes close to the pit of filth they are selling holidays to!!! I wished I had known the 24-hour rule about moving to a different hotel, but by the time I figured this out, it was too late. We decided to use the hotel as a room to stay in and had to go out every day for food and entertainment. This cost over 2k more, which we have asked to be refunded, but they have refused, so I am left with no other option but to take them to court. This was not a 4-star all-inclusive holiday at best; it was a 1-star room-only den of filth! Full review below …………..
Upon arrival, our rooms were not ready, and we were directed to join the long queue at the snack bar while still overdressed in our traveling clothes and there was no where for us to sit with the food. The snack bar area was messy and overcrowded, with inadequate seating and poor service. When we asked for milk with our tea, the staff member responded rudely, saying "No milk" without any further explanation. We were unable to have milk in our tea throughout the holiday.
The hotel's condition was dire, with dirty and run-down rooms, a strong smell of open sewage, complete lack of any cleaning, we have taken photos of the state of the rooms, it was so bad we opened the fridge to find an old egg ! Clearly showing it’s never cleaned, the worst part is towards the very end of the holiday we folded up the sofa bed, it was literally full of black mold inside. For the whole holiday duration the rooms were not cleaned . All the communal areas we very dirty . There are flies everywhere, birds nesting in the light fittings and exit signs in the corridors, and wasps nests in the window frames. WiFi access was extremely limited, and only worked sitting in reception. The food halls were particularly concerning, with filthy floors, dirty tables, no table cloths, and inadequate cutlery. Again we were often unable to be seated to eat and tables are not wiped down between guests. We observed cats with damaged legs and open wounds walking around the food areas.( clearly living in the hotel, but they look like they are starving)
The very limited menu options were of very poor quality- we were unable to find anything our children would eat. My wife and daughter developed stomach problems which persisted for days after consuming the food. We have documented the entire experience, including time-stamped photography, which shows the hotel's condition and service were not representative of a 4-star resort.
In addition, there are absolutely no kids activities- no aqua gym, no kids club, no volleyball, no darts, no water polo- absolutely nothing to do other then swim. The games room is now a storage facility of some kind.
The animation team just walk about and sit around. In 12 days we have not seen them doing any entertaining at all during the day.on one occasion they were pushing each other into the pool, but when our 9 year old tried to join in splashing with them, they shouted at him, no.
This is very sad because our youngest will be 10 this year, and this may well have been the last holiday he would have enjoyed a kids club or joined in with kids activities.
Our eldest is now 21, and again, we don’t know how many family holidays we still have with him, he has now used all of his leave for the year - not so much as a pool table!
We also experienced issues with running out of toilet paper and needing fresh towels. The showers are cold, the cubicle is full of black mold and the shower only operates with three streams, it’s obviously blocked showing lack of any maintenance.
The hotel toilets do not have locks on the doors and by afternoon were always in a disgusting state. They are always very smelly and over flowing with used toilet tissue. My wife was traumatized after using the toilet, so we have had to only use the toilet up in our room. I have photo evidence to support our claims. Most worrying is staff were using these same facilities, working behind the bar and serving food.
The hotel staff were generally hostile and unresponsive to our requests. When we asked for replacement towels, or toilet roll, we were ignored until I intervened at the reception.
The main vibe of the place is very unpleasant as there are so many unhappy customers- It is well known in the town among the locals that the golden beach is unsanitary, and the food is bad. Apparently, it has deteriorated over the years. We ran into lots of other (sometimes tearful) guests in the town, who like us, we’re having to spend money and eat elsewhere.
The hotel's condition and service were not representative of the marketing materials, which we believe are misleading. As a loyal customer of On The Beach, having booked over five holidays with you, I'm disappointed that this experience fell so short of our expectations.
It’s very well known in the town how bad the hotel is, the local restaurants have a constant flow of hotel guests leaving the hotel and purchasing food , due to the state of the hotel. We have written statements from other holiday makers and the restaurant”
