“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”
“Easy to use website, very competitive prices, kept upto date with emails for deposits etc,
Only negative when trying to contact on the beach no one seems to answer”
“I have booked my holidays with On the beach for the past few years and can honestly say that this on line company is one of the best that I have ever dealt with. The booking process is so easy and paper work is sent immediately. You are given an online account which is accessible 24 hours a day. You can manage your account and email them if you have any questions or concerns and they always respond very quickly. You also have access to the customer service team by phone and generally get straight through to an advisor based in the UK so no long que's or automated information and the advisors are very friendly and always go above and beyond to ensure your holiday is hassle free. Their holidays are far cheaper than other tour company's for the exact same holiday. Would definitely recommend this Company as your first choice to book your next holiday”
“Happy with the online booking system and paperwork, when I went to pay my balance I hit a problem
Added my payment details and went through to my bank to authorise the payment, which it did, however when I returned to the payment page at onthebeach it wouldn’t let me confirm the payment
I had to call the sales team number and eventually managed to automatically pay, which worked fine, but it was a bit of hassle I didn’t really need”
Hi Karen, I'm sorry you are having difficulty making your payment, I have tried to contact you but received your voicemail. Hopefully we can get this review to a 5 star rating instead :) I will keep an eye out for your reply. Thanks - Kay
“We have booked 3 times with on the beach 2 of the 3 were cancelled 1 st rebooked as cancelled due to covid and 2nd again cancelled due to covid got our money back took some time but due to covid everything was taking time as were all holiday companies didnt have any issues ive booked again for 2023 with OTB”
