“Booked for Tenerife in January this year which included a Thomas cook flight, to celebrate my husband's birthday and 30th wedding anniversary. Instead of offering alternative flight, they completely cancelled the holiday.I trued contacting them but to no avail, inly to discover they had put the holiday back up on their sight for DOUBLE what we paid. I will never use them again. I hope all holiday companies doing this loose future custom because they can't be trusted.”
“Well for starters they lied. My friend booked last October for Hotel Sandos Monaco— we wanted the 25% off offer for Spa Treatments- However when we arrived at Hotel , we were informed that we do not have the offer- it’s now called Wellness Package which at no time in 11 months were we informed!!!! On The Beach said we’d been upgraded to Deluxe room( not true!) all rooms are the same!!! My friend had a medical emergency and hey!- On The Beach profess to have emergency in resort telephone number!- Good luck with that one!- unable to get through!!!!! Were told by On The Beach they have rep- no they don’t- not even a file with information! We e-mailed time and time again but then found On The Beach had written “ Case Closed” So Pelletier ABTOL it is And Ombudsman. Book with this third party at your peril- I will never book on line again- travel agents— I can’t be bothered posting all the in- depth issues we had but I think you get the picture?!”
“Thought I'd give these a go as cheaper,never again ended up costing us more not clear on baggage which ended costing a fortune for extra luggage at airport,in the very very small print u have to pay an admin fee of £5 for every payment,beware of this company and really check the small print definitely won't use again”
“First let me state that their not just a nightmare to get in contact with not just their long hour phone waits but their 1-3 day email replay via their website. Then after booking the holiday it only then stated which airline was booked. To find out it was norweigen which I personally didn't like because I read bad reviews on it and never heard of the airline or knew anyone who's flew with them before. I asked to changed and they said it would have to be with the airline now as they've already paid them what a shame that they had no power to change or cancel for free.
Then having issue with the airline put me off them point blank they changed aircrafts. Then the inbound flight coming home from America was delayed 7 hours with no warning from onto the beach or the airline regardless whos responsibly it was but I got thwir 3 hours before to see a note on the check in desk with no airline staff to speak to stating we had to come back 5 hours later for new check in, then for it to be delayed a further 3 times. But this may not have been on the beach fault but they should not use poor and unrealiable airlines as rhia gives on the beach a bad reputation. This trip has been the wrost turn out compared to all other holiday agents I've had so that's what has put me off. On the beach maybe be easier to book with NOT CHEAPER but this doesn't mean they have to use poorer airlines and hotels to give their customers. The hotels were even the lowest around the area we wanted to be, good ones we seen were not available with on the beach so just shows they only have cheap and nasty availability holiday package choices. First and last unfortunately!”
“First let me state that their not just a nightmare to get in contact with not just their long hour phone waits but their 1-3 day email replay via their website. Then after booking the holiday it only then stated which airline was booked. To find out it was norweigen which I personally didn't like because I read bad reviews on it and never heard of the airline or knew anyone who's flew with them before. I asked to changed and they said it would have to be with the airline now as they've already paid them what a shame that they had no power to change or cancel for free.
Then having issue with the airline put me off them point blank they changed aircrafts. Then the inbound flight coming home from America was delayed 7 hours with no warning from onto the beach or the airline regardless whos responsibly it was but I got thwir 3 hours before to see a note on the check in desk with no airline staff to speak to stating we had to come back 5 hours later for new check in, then for it to be delayed a further 3 times. But this may not have been on the beach fault but they should not use poor and unrealiable airlines as rhia gives on the beach a bad reputation. This trip has been the wrost turn out compared to all other holiday agents I've had so that's what has put me off. On the beach maybe be easier to book with NOT CHEAPER but this doesn't mean they have to use poorer airlines and hotels to give their customers. The hotels were even the lowest around the area we wanted to be, good ones we seen were not available with on the beach so just shows they only have cheap and nasty availability holiday package choices. First and last unfortunately!”
“I telephoned to book a holiday for 30 people, Alex who i spoke to was very helpful and informative of all of the options i had with making a booking of this size, although i couldn't book our trip at the time her advice was appreciated.”
“We paid for a package holiday which included return transfers to our hotel. After a 10 hour flight to Cancun we discovered that our transport had been cancelled and we were left stranded at the airport. With fear and a language barrier it was a difficult time. The office for on the beach was closed as we arrived at 10pm uk time. We had no choice but to pay an extortionate amount of fares to get us to our hotel. This left us concerned about what else could go wrong with our booking. Obviously this warranted a complaint to On the beach. Which added insult to injury as they didn't have the decency to refund us for our taxi fare let alone uphold our complaint for compensation for the distress caused. We are so disappointed.”
“I strongly advise nobody book a holiday with this thieving, lying company! I have spent almost a week and about 5 hours on the phone trying to get a deposit back for a holiday that was never available in the first place (after being assured that it was) As soon as I paid my deposit they told me it was never available. They have told me lie after lie, and to add insult to injury have still not refunded me the full amount I have paid them!
I strongly advise everyone to NOT USE THIS COMPANY”
“the holiday was fine but the transfer bus back failed to turn up, told to get taxi would be refunded on return. Numerous emails to customer service but after 5 weeks still no refund!”
“AVOID Appalling customer service, website unusable to get boarding passes so got charged £110.00 at the airport to board and we were not the only ones, there was baggage issue so we had to book another bag at the airport. On the return home we could not access the website due to website issues, we again were not the only ones, On The Beach team advised us we needed to book another bag on the way home, their info was wrong..., but they don't care !!! So we had paid for 2 bags out and got told to buy another on the way home so we paid £24 for a 3rd bag that was not needed all because of bad advice from On The Beach Team , we book 3 holidays a year and have never ad this issue, if you book with this appalling company be prepared for the holiday to cost way more, ours cost an extra £134.00 the lady next to me had paid an extra £250.00. The worst company ever”
“On the Beach.com just phoned me to let me know that the holiday that we booked and paid for in full was no longer available. The family are in bits.They are a 3rd party booking agent who sell holidays that they don't actually have. Once you've paid your fee, behind the scenes they then try and book it for you and if they fail (and they often do) you get your holiday cancelled. What a horrible set of people.”
“Unacceptable behaviour by On The Beach who have kept the refund from the hotel but not passed back to me after I left the hotel as was a disgrace.
Calls recorded and when I asked for the taxi refund to go to another hotel have been blanked.
Shall have no alternative but to take the matter to ABTA and Small Claims Court.
Shall NEVER use this company again.
Utter disgrace as they are quids in as they got the refund from the hotel.”
“Stay away, people!
We've booked a holiday way in advance, and we had to cancel for work related reasons. Still, we had to pay hundreds of pounds unused airport transfers, even if we've cancelled 6 months in advance!!
Disgusting company - taking advantage of any situation!”
“I've used this website for booking almost all my holidays and always everything was excellent. Never had any problem with hotel or transfer. However one star less because if wanted to contact customer service before holiday there is only helpline and waiting time is really long. As this is online company there should be option for online chat or/and clear information about customer service email address.”
“I have used on the beach many times previously, but we weren’t happy with the holiday we have just returned from......I have written to them with no response at all, nor a retuned phone call as promised while we were abroad. Very poor customer service”
