“The company is nothing short of a joke. We had cancelled flights and no communication whatsoever from anyone. We then waited hours the next day to speak to someone who told us to book new flights which we did. I then decided to ring the hotel to be told they have had no contact from the company about the flights or the fact we said we would book new flights. The flights were booked after speaking to someone from on the beach who told me the hotel is still waiting for us. I decided to call the hotel to be told the room had gone and we had no hotel despite On The Beach telling me to book new flights and the room would be there. They said they would call me early the next day to discuss and update me however there was no call and no updates. Its been months and they have never reached out to me, avoid this company at all costs as they will leave you out of pocket!”
“I have cancelled part of my trip, having paid a deposit to cover flights. Giving me a different email address for flights has left me uneasy about how this company is operating. I have done the 'web chat' all morning, trying to adjust costs to show £0 further payments due (after being misquoted). So far, it's not been rectified - many documents later (trying to charge me all sorts of different amounts), I'm still waiting for a correct document showing correct £0 payment due amount; someone was to contact me within the hour - it didn't happen.
I'm just not able to trust that this shall be corrected and some unknown amount not taken off my bank account in a few weeks.”
“You couldn’t make it up. You really couldn’t. Scammers of the first degree. If someone doesn’t get a grip of on the beach I will call the police in. Dedicated Customer Care team?? It’s fair to say that wouldn’t hold up in court!! Seriously though how are these A grade swindlers able to operate. Have we no regulators or are they just guard dogs without teeth??
Previously we had traded 10 emails back and forward these last couple of weeks trying to negotiate what is owed and what they are prepared to pay without any real appetite from them to settle this reasonably.
My summing up of them as a company? Not only are they disingenuous and economical with the truth. I would suggest they are also down right liars and worse still, thieves.
Con men and women masquerading as travel agents would be an apt description.
I’ve now emailed ATOL and the CAA
With all the above in mind, avoid, avoid, avoid is my advice”
“Booked hotel only with On the Beach in Thailand and it showed free cancellation before December 2023 in big print. Now we've changed our mind and cancelled the booking, On the Beach charged me £150. Due to current financial crisis in UK and personal circumstances we've decided not to go this year. On the Beach failed to look after their customers.”
“Paid for an upgrade with onthebeach and I basically found out that it had been double booked so I was automatically downgraded. The rep had also confirmed at the hotel that onthebeach were aware of the double booking of the upgrade yet proceeded to downgrade me without notifying me or reimbursing. I paid 1500 for the holiday and was reimbursed 80 quid for a ruined accomodation for 14 days. Avoid. !!”
“On the Beach customer service is just a disappointment. Our holiday was ruined! We were forced to leave our hotel due to flooding. We were told we would get a room at sister property next door and there were no rooms on arrival. Slept in lobby and dormitory before being sent to horrible room. Asked for reasonable compensation and finally offered us 1/2 the amount. Disputed charge with Amex and On the Beach successfully manipulated the dispute. After provisional credit was issued by Amex, On the Beach charged our card for that amount without authorization. Do not book with this company as they do not behave with an ounce of decency. The response they give is that "we are looking into your complaint" Do not believe it!”
“Holiday from August 2022... Complained regarding the hotel which wasn't the stars that I paid for.. spent 1st week on the phone to them to be offered a move if I could find one... I have officially complained on my return and still no reply except that they will get back to me.. Hoping an ombudsman of some form can be found to get them to stick to their own SLA for customer service....Disgraceful”
“Worst customer service and after sales care I have ever had the pleasure of experiencing. Be aware that OTB are only ATOL registered which will protect you if they go bust but they opted out of being ABTA registered as this gives their a back up for when they let their customers down and do not see when they are in the wrong! I had a perfect experience with this company until things went wrong (they booked the wrong time transfer so I would have missed my flight - left me to sort it and no compensation for the hour and a half phone call, nor the two days of my holiday that were ruined as they left me to it!). Be warned!!”
“The worse travel company ever ,I booked a 5*family holiday in June 22 , they abandoned me and my family in Turkey when the airline cancelled our flight no alternative arrangements wer in place it cost me an additional £1500 pounds to get my family home from Turkey they have not refunded me any of the cost they have not refunded me for the flight I payed for ,they have problem taking your money they said my hoilday was atol protected wot aload of bulls--t ,,,,all abandoned passengers who travelled with tui wer taken to hotel and cared for but not on the beach passengers they were abandoned and ripped off do not book with these cowboys”
“They are not recognised by Ryan Air and give an email so you can contact Ryanair but no password so they are the only ones who control your flight ,they won't give the password they are rude ,hang up on you and fob you off ,just ca nacelle holiday with lost deposit and flight price ,rubbish never ever use them.”
“Avoid this company!!
I have just found the same holiday for over £150 cheaper, it was only booked this morning (I used the wrong link as thought it was loveholidays). I rang On The Beach and they didn’t care, they stayed if I wished to cancel my holiday I would still need to pay for the flights, no goodwill gesture just much repeated hollow apology followed by some T&C’s”
“Would never use this company again, sold us a so called five star all inclusive holiday at the Diamond of Bodrum in Turkey and would of rated it a two star, was that bad we cut short our two week stay and left a week early which cost us an extra flight to get back to the UK. I find it so frustrating the fact this company is still sending and selling this awful hotel with a five star rating ! We were both at this hotel in April 2022 and to date we have never had a email or telephone call from this company after numerous emails we sent regarding our nightmare experience! We booked with Tui to go to Spain this month and all so far our service we received is absolutely amazing & professional, they even checked us in with the flights to our destination!”
“On the Beach say they will reply to emails within 56 days. Thant's right, it will take them 56 days to answer any questions you might have. Very friendly when taking your money, then customers services couldn't care less.
There's plenty holiday providers, use any of the others...”
“Having issues with the private transfer booked trough them. They never collected us from the airport neither from hotel. Was impossible to get on touch with them to sort the issue.”
“Went on holiday to Athens, hoel Myrto, outside of Athens. The hotel and the staff were very friendly. Nowhere on On the Beach website does it say that if you book economy then your room looks onto the dual carriageway and the 24 hour noise. The website also said there was tranfers from airport which I paid for. But there was no transfers, when I phoned the transfer company on arriving. They told me they had notified on the beach months before hand, that they don't do transfer to my hotel. On the beach have still NOT returned my transfer charges, never mind the cost of taxies to and from to the airport. They are now ignoring my emails. I do NOT RECOMMED THIS COMPANY”
“This company used to be decent but in recent times it has went downhill rapidly, customer care is zero. I had a simple claim for a £56 taxi fare that I had to claim back because our airport transfers failed to pick us up. I was instructed by OTB to get a taxi to airport as they couldn't locate the driver that was supposed to pick us up. They told me to get a receipt from taxi driver and claim it back when I got home. No problem I thought until I got an email this morning telling me a blatant lie that our transfer bus came to our hotel but we weren't there and they wouldn't be issuing a refund.
We never moved from the front of hotel at our pick up point from 1600-1700 but this company have the audacity to blatantly lie to me saying the driver was there at 16.33 . Unfortunately I have another holiday booked with this corrupt company which I cannot cancel without being heavily penalised, but this will be the last time I use them and urge anyone else to stay away from them, there are plenty alternatives out there with far better customer care.”
