“A very simple booking service, however, at the time of booking I was unable to specify twin beds. As advised, I have tried twice to contact OTB online and once via telephone to no avail.
I just hope I am able to contact someone before we travel.
VERY POOR.”
“It was easy to book, but I had trouble checking in on-line.. when I went yo do it, I was asked to verify myself by taking a picture of my passport, but it would not accept the pics I took, & eventually locked me out, so I had to check in at the airport for free, also had to do the same on the way back, but was charged €60 by ryanair, I would never do that again, when I rang on the beach it took me over xn hour to get through”
“Struggling to talk to someone about my payment, sent 6 messages and no one has got back to me,emailed them also, its important i talk to someone as i may of paid them twice accidentally ando trying to find out if i have, really annoyed”
“Hi I had to cancel my holiday yesterday, as my husband tested positive for covid.I tried ringing OTB but the automated reply was you cant cancel over the phone !!! I have emailed them 5 times now an still no reply.I took out their insurance they said they can't help till I speak to OTB.I have asked if I can just change the dates but still nothing I have just found another email address on line for them so hopefully someone will get in touch
This is the worst customer service I have ever had”
“Always book with OTB . Had a problem a few months back where we couldn't go on holiday as daughter was taken to hospital. Their customer service absolutely amazing. Iv just booked another hol going on 15th April. Happy all round”
“I booked a holiday with OTB for 24/2/22.
I read all the reviews after booking and paying for my holiday in full.
I have to say after reading all the reviews, I thought ‘oh dear what have I done’!
I have never written a review before, but in fairness I thought I should.
OTB could not have been more helpful. I couldn’t check in, but that’s because I have never done this procedure before, so I called OTB and they talked me through every part of this and could not have been more helpful.
The lady went above and beyond and I would like to say thank you-we had a beautiful holiday and we were very well looked after.”
“booking the holiday was really easy but as my son has his exam on the 8th june, ive requested him to be taken off the holiday on the 23/02/2022 and the request says its been recieved but waiting for an agent to pick it up. It will be 3 weeks on the 9/3/22 since i requested it.”
“I give this company no stars. We have booked a holiday to turkey for next month, two of our passengers can no longer go due to health issues, I requested they be removed from the hotel 5 weeks ago. They said they would respond within 48 hours…
so I called last week, after waiting over an hour to speak to someone from customer services, they told me that they were not trained to make amendments to my booking…how convenient! So I waited and two days ago I received an email to say that it would not be cost effective to remove passengers as the hotel price had gone up and we would have to pay more when rebooking the hotel….BUT I checked and the price still remains the same as when we first booked it. They have lied to gain more money.
I refuse to pay for 6 passengers when only 4 of us want to go away.
I have called customer service today and was number 88 in the queue, 2 hour waiting time. Not acceptable.
And yet, you call to book a holiday and they answer straight away. They are rubbish and I would not recommend.”
“Onthebeach customer service is really going downhill. I put in a request to change my room a month ago and still haven’t been contacted. Like what is going on? My holiday is in a months time and I would like this confirmation. It’s for my mums 60th I want it to be special and Onthebeach are just so difficult to get through to it’s driving me Insane.”
“beware triple check your dates before booking as they seem to change and i am now stuck trying to change them been on the line for over an hour and being told it will be another hour. argggh”
“Absolutely shocking and appalling after sales customer services, ON THE BEACH!..will try anything to sell you a holiday, some of the customer services team will tell LIES! in order for you to book, customer services will give you wrong information to make you book, as soon as you have paid for the holiday you can forget trying to call or email for a response or resolution to a problem. phone que’s are ridiculously long 90 people lie in wait to get there problems solved, I’ve been back two weeks from my holiday I’ve called numerous times long waiting ques even after 47 mins waiting unable to get through each time you are met with ques of between 60 and 97 people .
My situation is such that I was mislead by a member of the customer services team, told a pack of lies and Miss sold a holiday package for me and my family. I booked a BEACH holiday only to discover when I got there that the beach is SHUT!!.. and aqua park is shut!! Bit Bizare when your thinking about a holiday on the beach … booking with on the beach only to discover there’s NO BEACH!! 😩 When I enquired and asked about these facilities I was told they were open, the aqua park was 5 minutes walk from the hotel , there are 3 outdoor pools one indoor etc etc.. all outdoor ones and facilities were shut!.. one small indoor pool was open!..perhaps the agent was unaware, however the agent should have at least checked with a colleague before giving us this information.
Always ring the hotel direct to confirm your booking!!… don’t think think I’ll ever trust what an agent tell me!
Also WARNING!! never book your transfers with this organisation, they know they are overcharging for this service, check online and you will find it significantly cheaper, I have been charged 5 times the actual charge normally paid for a return transfer from airport to hotel by ONTHEBEACH.
If it was double the charge I would understand to save the inconvenience of looking online however to inflate the cost by four or five times is ridiculous!….
Please treat your customers with the dignity and respect they deserve families save up a lot of money to spend on their holidays to create memories with their loved ones, please please please ONTHEBEACH customer services help make these memories and holidays pleasurable and enjoyable be fair with your charges and provide a service to your customers that is efficient and courteous.”
“Terrible service. No one cares or acknowledges bad service and glosses over it. We have booked and my wife is dreading the holiday now as has no faith it will be ok.
Took a month to try and move a date when they did contact was wrong dates and took another four hours of calls to sort new Date. we tried to alter three days after booking. MAKE SURE YOU READ SMALL PRINT. Once booked they will add money on if you want to change to make more money. They claim flights are set at that price but should that be true you wouldn’t be able to move them massive con.”
“Very easy website to search for your break with lots of choices in lots of countries. The prices are also very reasonable. I especially like the option of free airport lounge and fast track security”
“Impossible to talk to....
Or get an email response..the only emails i receive is payment reminders!
I left a message to amend my booking a month ago..apparently they respond in 48 hours ...more like 48 days...i have called over 20 times and waited on hold with no avail.
I once done a celebration dance after waiting on hold for 2 hours and getting through, only to be told the amendments team are practically non existent and no one can help...."keep waiting she said"...a month later...here I am still waiting...wishing i went with British airways holidays...they do good deals and actually answer you calls and emails..”
“DO NOT USE THIS COMPANY FOR GROUP/STAG/HEN BOOKINGS.
DO NOT BE FOOLED BY LOWER PRICES.
FALSE ADVERTISING.
PRICE INCREASED 12 HOURS LATER
PRESSURE SELLING
TERRIBLE CALL WAITING TIMES, (1.5Hours per Call)
NON ABTA MEMBER
GENERIC CUT AND PASTE RESPONSE FROM COMPLAINTS TEAM
The prices advertised and you pay a deposit for are not guaranteed.
They are an agent between hotel/airlines so the price will go up from the price you pay online which effects GROUP BOOKINGS.
This information is not stated on any booking/payments pages.
To call them to amend or discuss a booking, you will be on HOLD for 1hr 30 per call and will need to make 4/5 phonecalls.
They transferred me to a the amendment team after they had gone home.
NOTE: The amendment team closes at 16:00. If they try to transfer you after this time, its because they are getting rid of you OR the staff member is incompetent.
DO NOT USE COMPANY AT ALL COSTS.
GO ELSEWHERE.
UPDATE: I got a phonecall 30min from posting this review on Trust Pilot.. They were still NOT able to answer why during the booking process that its stated ANYWHERE that this is NOT the final price. All she could do was apologies on behalf of on the beach for them false advertising prices and that there is nothing she can do. She kept stating that this is clearly stated AFTER you have paid your deposits. I clearly told her repeatedly that is not the issue, it's not STATING that the price you put a deposit for is not the final price I am paying for. See for yourself and do a dummy booking. NOT ACCEPTABLE.
She advised to continue with sending a complaint to their department and STILL she could not change anything.
The whole purpose for the phonecall was to be able to respond to this post with a generic reply.
"prices are set by the suppliers/airlines and can easily change outside of our control (sometimes even in the time it takes you to fill out your details online)"”
Hi Satish, Thanks for your review and update, I can see that you posted this on Trust Pilot too and have already heard back from our team. Thanks - Kay
“Booked a holiday to Rhodes for a months time, had a message two days later saying they need to speak to us, we was told our hotel room was sold out even though they let us book it and you can still order the room on there site, we were told we had to pay an extra £600 for an upgraded room or had the option of 2 other Hotels that were no where near the same rating as the one we booked, we were told it wasn’t there fault and they were the only options to us, so we had to cancel the holiday, not good and won’t be using on the beach again”
