“Communication process is extremely poor
A refund of a £100 voucher was offered to me when on the beach failed to inform me of a cancelled flight when they were notified by British airways on 30th September and I was due to fly to NYC for my mums 60th on 21st Oct! The communication has been awful. I have an email from BA confirming this and OTB acknowledged that the app wasn’t updated until the day I was due to fly they are telling me all is well and counting down the days until my holiday. Telling me to look forward to the beach and get the suncream ready! I was going to NYC in October! No personal service just awful!
Sue to panic trying to get flights for that same day it ended up costing me £5,000 because they didn’t tell me of this cancelled flight in September had I had know new flights would have been a fraction of the cost.
When I first booked the holiday they told me I was flying with virgin but was in-fact delta but they used the virgin Atlantic logo again we only found out about this when they called to say flight time had changed ( this was several
Months ago) to which we didn’t want to fly with Delta and had to pay additional £200 to fly with BA.
I have sent in a-lot of documents to prove all the above that they are at fault!
I am expecting a refund of a sufficient amount to rectify your costly error to myself but they offered me a voucher to re book with them for £100!
They are quick to respond to reviews on here but not to emails or phone calls
Very unsatisfied customer awful service avoid at all costs! Do not take the risk this will happen to you”
“It’s a dodge company really!
Extremely poorly customer service!
My holiday was more a frustration and stressful than enjoyable.
Untrustworthy and very unprofessional. They lying about everything and you will be disappointed with everything.
It’s A dodge company really”
“Prior to booking our holiday with On the Beach (OTB), I contacted the hotel that we were interested in directly to find out if the hotel could meet my sons’ needs (he is a wheelchair user and cannot walk). I enquired as to whether the hotel had accessible accommodation and if so was there availability on the dates we wanted to travel. The hotel Voyage Sorgun Turkey were really helpful they gave me the information on their accessible rooms and they confirmed that there was availability on the dates we required. However, I was told that the booking needed to come through the travel agent as they could only reserve the accessible room with a booking reference number. I immediately contacted OTB and explained the situation and my sons’ needs, I also responded to the email from OTB after my conservation with their operative. As instructed I made the booking with OTB and was told that it could take several days to confirm our booking as they would need to contact the hotel directly to confirm the accessible room and dates. Several days later I received confirmation.
Things started to go horribly wrong as soon as we tried to check in with Jet2, they informed us that they hadn’t been made aware that our son was a wheelchair user, no assisted travel had been booked and the seats allocated to us were in the middle of the plane and not together. Jet2 said that there was nothing they could do as the plane was full. The situation deteriorated further at the boarding gate when I pointed out again to Jet2 staff that my son would require assistance and aisle chair to get him to his seat which was in the middle of the plane and passengers had already started boarding. Staff then took the next 40 minutes trying to rearrange the seating. They eventually got us seats at the rear of the plane. This situation was extremely stressful and distressing for our family, particularly so our son who doesn’t deserve to be treated in such an undignified manor.
Arriving at the hotel in the early hours of the morning we soon discovered that there was no accessible room available as this hadn’t been booked either by our travel agent OTB. The situation became very tense, we had been travelling all day, we’d had a negative experience with the flight and now the same thing was happening trying to check into the hotel. I explained that I had made our needs clear when booking and had contacted the hotel directly to see if they had accessible rooms. They found my email but after several searches confirmed that they’d had nothing from OTB. I was given a pack whilst checking in which had a number for the holiday rep. We rang the number given and was swiftly told that he wasn’t a rep as OTB didn’t have reps in Turkey and the hotel would need to sort something and I should contact OTB directly myself and to boot did I know what time it was! As we had no alternative we finally had to accept the room allocated, this did not meet our sons needs in any way; there were steps up to the room, the toilet was very small, no grab rails, no way to transfer as his wheelchair and carer couldn’t fit in the space together. The shower was the same, the bed was a rock hard couch not at all suitable for someone with cerebral palsy.
I sent several emails to OTB and failed to get any response, I later discovered that the customer care email was no longer in use, what a surprise! I then contacted OTB using the online chat, this turned out to be a total waste of time and the responses I was getting I found very annoying and upsetting. I requested a copy of the online chat and was given a link. As soon as I clicked on the link the chat was gone and I couldn’t retrieve it. Whilst on the chat I requested that I be provided with the voice recordings of my conversations/transcripts with OTB prior to and during the booking process.. I was also told that OTB would phone me direct, I received a text to say that they had tried to contact me several times. I had kept my phone with me awaiting there call, nothing came through (that probably had something to do with using the free data Hubby sim that came free with the OTB booking, that was also a waste of time and clearly didn’t work).
I am absolutely livid that OTB said that I didn’t tell them about my sons’ needs. I have since found out that ours is not an isolated incident and OTB have a bad reputation when it comes especially to disabled traveller’s needs, a common complaint seems to be OTB’s failure to communicate with airlines and hotels. What OTB totally fail to understand are that our requests weren’t likes; we’d like a toilet with rails, we’d like a shower that he can get in and actually shower. THEY ARE NEEDS!!!
We have now been home 6 weeks and our complaint hasn’t been taken seriously, OTB have the audacity to try and blame me for their incompetence. In one of the emails OTB thanked me for my feedback, I had to remind them that I wasn’t giving feedback I was making a complaint!
When we arrived at the hotel I requested the correspondence that OTB had with the hotel requesting an accessible room, in order that I could show this to the hotel management. OTB did not provide this information to me. Now 8 weeks on OTB are using a reference number against a request made to the hotel. I believe this to be completely fictitious, otherwise why wasn’t this provide as soon as it was requested. My request for copies/transcripts of my telephone calls and online chats have only partially been meet by OTB. The most important call where my sons’ needs were discussed have not been provided despite giving the date and the exact time of the call. No surprise there and no surprise that the spreadsheet detailing my contact with OTB has been edited. On the Beach are completely unscrupulous they failed us miserably and failed to provide us with what we booked, they caused us undue stress and failed to treat my son in particular with dignity and respect.
My warning to you is to avoid On the Beach at all costs!”
“I couldn’t give zero stars so the 1 star is probs for the people taking the booking / money as the customer service responses are the same copied and pasted patronising messages “sorry it’s taken me 28 days to respond however computer says nooooo”
Flights were fine nothing to complain about so well done airlines.
Get to the hotel in Marrakesh about 12pm midnight tired, ready for bed, expecting this wonderfull 4* colourful amazing hotel to be greeted by a man bare foot with toe nails longer than a ruler. Get to the room opened the door smells like my fellas farts after an all you can eat Chinese, walk in the room to cats yep that’s right CATS on the beds! I mean I’ve stayed In some places but the Prosecco on the plane by this point had wore off so we walked out.
Tried to call on the beach could not get through 1am now where do we go? Luckily we find a stunning hotel not so far which we had an amazing holiday in thinking right! let’s not set the tone we will log the complaint with the hotel manager and contact on the beach when we return for a refund ohhhh was we wrong!
“Computer says noooooooo” we are very sorry but as you did not stay on hold for 15 hours at 1am in the morning after being greeting by cats on the bed we can not do anything about this here’s a we have pulled your pants down pity offer for £50 of your next holiday with on the beach!
Please note I apologise for my grammar I am typing that fast like a Karen because this deserves to be out there.”
“We booked a holiday to Sharm el Sheikh with On The Beach. After entering that our party consisted of 2 adults and 2 children, we were offered several room types. A family room was not offered, and although competitors were offering a family room for a similar price, we opted to book with On The Beach as the return flight was at a more preferable time for our young children. I wanted to contact On The Beach in advance to confirm that the Deluxe Sea View Room we had booked would be suitable for our family. This is not an easy thing to do. I eventually had to use their Live Chat function, and after several hopeless responses from their travel bot finally spoke to someone who informed me that I wasn't able to change my booking, but that the room type would be suitable. Upon arrival, it was clear that the room was not suitable for a family, in fact the hotel expressed their surprise that we had been able to book the room for a family of 4. I spent almost an hour trying to contact the in-resort team, to be told that the room type was described during the booking process, so that the error was in fact mine. I took it upon myself to book an additional room with the hotel, which then gave us 2 connected double rooms at a cost of £571.50. I raised a complaint with the in-resort team, along with a photo of the cramped conditions of our original room, and once again received no apology and was very quickly told that nothing could be done. My family and I had a great holiday, the hotel was very comfortable, and the staff couldn't do enough for us. However, the booking process and after-sales customer service from On The Beach was among the worst I have ever experienced. I would strongly recommend that customers do not book with this Company, and chose more reputable competitors who have dedicated customer service teams for all aspects of their bookings.”
“Booked an holiday via on the beach , recieved an email that my flight had been changed to an earlier tike, informed on the beach I could not make the earlier flight time , was offered no alternatives, Wanting to charge me £1200 cancellation fee , Took over 6 weeks of repeated emails and Live chats for someone to actually reply to me and then all they had to say to me is that they can change your flights and anything under 12 hours does not entitle you to a refund , Awaiting an email back now to see how they justify the extortionate cancellation fee”
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“When is this firm going to check out the hotels that they promote went for a five day holiday in Portugal and had to move hotels after one night due to the damp in the room mould rust and then a cockroach all inclusive. The food was appalling as the cooks meats were all cold even the chips. We’ve saved all the photos and videos complained and they’ve offered me a £70 voucher like I’m going to use them again now I’m going to take it up with a credit card company or maybe small claims court.”
“Booked hotel and flights, was informed flight time had been changed which was ok but when we went to check in online with British airways which could only be done 24 hrs before we saw our airport had been changed to one miles from original one.as we had airport booked which would not refund if we cancelled. Live chat took ages only to be told nothing could be done so I had to buy another flight at £158.then they told me my return flight would be cancelled as I would be a no show on outbound flight. Said they couldn't help and to contact British airways. I had to have a flight home so I contacted airline and that cost me a further £180 to amend flight. British airways said there is a trade number one the beach could of used to sort out the problem at approximately £70. On the beach really were unsympathetic about it all. When I said they didn't notify me of change of airport suddenly a email arrived whilst on live chat. Sent email to complain and got a big standard reply saying nothing will be done, sent 2 more and no response, even sent a email to their CEO but no reply. On the beach broke their contract with me and expect me to bear the extra cost. Shamefully that they wont refund me the £338 for cost incurred. Not a lot to them but a chunk of my holiday spending money leaving me short and watching every penny. I would never recommend this company. Get your money and don't care what happens afterwards.”
“Sun express lost our cases and the hotel put us in a small double bed (2 friends who booked a twin and paid extra for balcony overlooking pool) and we got neither.
Reported it to on the beach over two months ago and not received a response.
Sun express said cases were returned 3 days later (had to repurchase phone charges/clothes etc but try getting a non hand written reciept from a small beach resort in Turkey!)
Won’t use them or go Turkey again. Stressful week rather than a rest.”
“We had an awful experience. Booked a 4* beach hotel with them all inclusive. Got there and it turns out it was a 3* not on the beach. Short distnace away but still. Food was not cooked!! . I made a complaint and got sent a £75 credit voucher off next holiday. As if. Holiday was over £1000 and they give us a £75 voucher. I will be reporting this agency for false advertisement.”
“Never ever use this company service is shocking
We booked a holiday with them and next day was notified that flights were not available we tried to call them but they have no humans you can call, you are just directed to the web chat where it is so hard to get assistance and communicate you keep getting passed around from Adam1 to Adam2 avoid them at all costs. We found it so stressful we asked them to call and they said we should receive a call in 15 minutes. We waited for an hour than went back to chat and the representative said they tried to call but no answer clearly a lie as we received no call as we were clinging to our phone waiting anyway the pathetic response we got in the end was
"You totally ghosted us, so we’ve had to cancel your booking! Sorry, that’s just how our terms of business go. Good news is, no payment has been taken from the card details you gave to us."
Which professional company uses ghosted aside from a dating site?
In the end we ended up paying 2k more because of lack of service but went to a better company.
Don't even deserve one star”
“We had a slight issue with being over with our baggage allowance at the airport so had to pay extra. I contacted In The Beach and they quickly refunded me the full amount within 2 days…. Excellent customer service.”
“my niece and I booked a twin room with sea view at the premier in İÇMELER 18/8/24 we were shown to a room with a double bed when we spoke to the manager he says they don’t do that type of room and it was OTB problem we were given a twin room but no sea view we were all inc but the food was all Turkish why take British guests if you can’t feed them I’m 75yrs old been going to turkey for 25yrs been all inc before where there was British food on the menu also most of the guests were from foreign countries”
“I've not even been on the holiday yet and I already know I'll never use them again.
The flight out has been moved back a day, meaning there's a night of accommodation paid for but unused. We were expecting OTB to contact us about this regarding a part refund - nothing. After going on their live chat we were given a phone number to call as she couldn't deal with it - maze after maze of automated nonsense, leading to no actual human. Horrendous company.”
“Sat on the bleeding bus at the airport longer than we was sat on the plane, absolute joke of a company, nobody knew there right arm from there left, bus driver walking round airport waving his arms around. Like a circus, don’t book with these clowns”
“IF I COULD RATE ZERO, I WOULD
Myself and my friend were booked to go to turkey on the 24th of June.
When myself and my friend landed we were greeted by the most lovely member of on the beach staff, our flight was massively delayed. he took us to our transport and we arrived at our hotel.
The hotel was all dark and the doors were locked. The lovely on the beach staff waited with us until we understood what was going on. the hotel there was a man asleep on the sofa, all the
lights were off and we were stood at reception waiting to be greeted. He finally wakes up and he walks over to the desk and he is speaking to somebody on the phone shouting, this made me and my friend feel on edge as it would anybody. I couldn't understand anything that he was saying they didn't speak any English. i accidently dropped my vape on the floor and the reception man then started to shout at me for noise, baring in mind he had just been shouting down the phone at somebody. he began making comments made about 2 females in the same room together and was trying to make us pay for another room as they were not happy about two females staying together. He gave us our room keys and we had no information regarding the hotel, what time breakfast was, there was no information provided. we arrived in our room and we were speechless. there was no light, just the bathroom light. we were on the first floor and our balcony door did not lock. there was men banging on our door, the toilet seat stained, mini fridge was black. if that was not bad enough repeatedly there was people knocking on the door. i was so scared, we did not sleep, we did not want to leave the hotel. this is not a hotel i would recommended anybody to ever visit, general hygiene, health and safety was not followed. there was no problems with our flights, transfers. my problem is the hotel. at 5am in the morning we had not slept because we felt so scared, we left the hotel and we went to go and stay in another hotel which were so welcoming, spoke English, and the room was sanitary and the door locked. I had to pay more money that i didn't have, to pay for another hotel room.
We told the man the following morning that we were not coming back and he slammed the room key on the desk and pointed at the door, the man was rude, and his actions were aggressive. we were so upset and cred the entire time, We didn't want to ruin our hotel experience so we had no choice other than to book another hotel. Due to this, i couldn't afford to pay my bills that month when i got home. To made it worse, they promised to get me a refund but i haven't heard back from them.
We called the on the beach help line 9 times in total for help, 2 young girls scared and there was no response ,they advertise themselves as 24 hours but they clearly aren't. This is false advertising and they are legally not allowed to do so!!!!
I raised this complaint with on the beach on the 1st of July, i then had an email to say it would take 28 days to get a response, it is now the 21st of august and i have heard nothing, i feel as if i am being ignored and i do not think this is expectable. i would never use this company again, there customer service needs seriously improving and there level of care! The entire experience was unacceptable and i would never ever go back.”
“Never again. I have booked a for myself and my family to the Dominican Republic. I have all the details made the payments and the rooms are all in my bookings section. On the Beach have taken a total of £728 from my bank account and cat tell me where it has gone, because each room I booked I booked separately and they won't discuss it with me without my families permission. They didn't need to take everyone permission to take every payment from my account.”
“So I put a review up before saying I was worried if booking was going ahead as it wasn’t showing on the app yet I had the ref number and email with all the booking details. I finally got thru to someone who confirmed the holiday won’t be going ahead as there has been a technical issue their end and they would refund my money and then book the same hotel and flights again.
After nearly 3 hrs on the phone and getting me to go thru 3 money transfer apps and variations they have tried to get me to part with £1,400 in order to get my £2,300 refund back.
This company is a joke
They obviously like to scam people
Feel like an idiot believing that they were a reputable company
Now we have no money and no holiday.
These are horrible sick people
Do not trust them do not book with them.
Your money is more useful being throw in a live volcano 🌋”
