“We booked a family holiday to Spain (family of 5) arrived at our hotel to find that on the beach had booked the accommodation 10 days prior to our booking.
When we arrived the hotel told us that they had contacted ‘On The Beach’ to tell them that we were a ‘no show’ but they failed to acknowledge the issue.
After hours on the phone, (having been up since 2am, we were backed in a corner and offered 2 grotty alternatives (self catering) and one, bed and breakfast option.
After saying that we weren’t happy they said that we needed to take one of the options or we wouldn’t have any accommodation (at this point it was 9pm local time and 8 hours of waiting).
We took the option of bed and breakfast.
This caused a mass of issues as we had booked self catering and planned cooking our meals to coincide with our children’s routines.
We had to pay an extra €450 to go all inclusive, as we no longer had the option of cooking for ourselves, and eating in and around the area would have cost excessively more.
On The Beach said they had done all they could and that we should be grateful they found us and alternative accommodation, however, we had wasted 2 days of our holiday sorting out the mess they created.
We did make the most of our remaining 5 days, but having highlighted during all initial commotion that the transfer was booked from our original hotel and this needed to be changed, On The Beach strike again, having confirmed with the shuttle company (via the hotel) that we were being picked up at 09:25 we waited again and lo and behold, they went to the wrong hotel (nearly an hour away in rush hour traffic) therefore, we had to get the train to the airport having paid nearly €200 for the transfers.
The staff are rude and never once offered a sincere apology or emphasised with our situation, just repeating that they had done all they could, or we had to wait to find out what the hotel had said (even though we spoke to the hotel manager and knew there were no self catering apartments on site).
I would strongly consider using someone / anyone else, if you’re looking for a relaxing stress free holiday that doesn’t cost more in the long run.”
“Worst holiday company ever.
- hotel booked closed and found out myself. On The Beach refused to do anything about it until approximately a week before. Very stressful.
- wrong names on paperwork
- overcharged for direct debits
- cost £75 when I called the phone number
- travel insurance not included for all passengers when paid for
- accidentally ‘cancelled’ my holiday. On the phone wait lines for 3 hours to try and sort.
- Customer service haven’t responded to my complaint.
- all of the above massively affected my mental health leading up to this ‘holiday.’
- they’ve opted out of ‘resolver’ ombudsman complaint services and ABTA protection.
Worst company ever. Don’t book.
(I communicated via live chat, email and telephone but you can only tick one)”
“I was diagnosed unfit to travel on the day of the scheduled departure. I was unable to reach a person to speak to as the estimated wait time on the phone was over 2 hours, 1.5 hours before the time the office was to close.
The cancel holiday button did not work on the website. I work as a programmer and still cannot work out how I got the cancel button to work.
Note that this On the Beach book flights with Ryanair. Ryanair do not appear to like third parties booking flights with them.
So, customer service: I cannot comment as I didn't receive any.
Price: Probably ok for the holiday.”
“Customer service non-existent after initial booking ... In fact, they closed their phone lines down completely. Cancelled booking and then re-booked same holiday with travel Republic afterwards and at a cheaper price.”
“I have never had such a bad experience that I have with on the beach travel operators. After a complete headache of trying to change the date of my holiday I ended up wanting to cancel. You cannot ring to cancel as the phones have an automated message and then cut you off. The only way to do a cancellation is through my bookings. However I couldn’t process the cancellation this way as the card on the system had expired. I sent repeated messages asking how I can link a new card to the cancellation fee and finally got an email with a link and the correct amount that I should pay to cancel my holiday. I made the payment and two days later they took £589 off of the card that I had registered for the first instalment. I have spent hours clearing this and trying to get back my £589 as far as I was concerned my holiday had been cancelled. I repeatedly got the same answer back through the messaging service saying my holiday was still active and I need to cancel it through the system. When I looked at the system to cancel the holiday they wanted to charge me another fee. I therefore went back on the messaging service and repeatedly told them the mistake they had made but still kept getting the same reply my holiday was active and I need to cancel it through the system. An absolute headache this has been and so stressful in the end I’ve had to just cancel it through the system and ask for a refund which is £95 short of what I should’ve got back. I’ve reported this to my credit card company and I am hoping that they can help get the money back. Do not use on the beach to book your holiday they haven’t got a clue what they are doing. They will only spoil your plans for a holiday and take money from you which will be in error and you have a headache trying to get it back from them. They are the worst tour operator I’ve ever dealt with in my life”
“Awful service from this company. They take your money and do not respond to messages. 7 weeks I have waited for contact and I do not even know if our holiday is going ahead!! Shame on you ON THE BEACH! DO NOT USE THIS COMPANY”
“This is the worse company ever, I really dont think people would use them twice. You can’t contact them while abroad if u have issue with hotel. I been contacting them since I got back with the photos of food (via email only way of contacting) that was not cooked correctly and cause my family to get food poisoning at hotel Bahia Princess Tenerife (stay clear of that hotel too) and they did nothing about just hid behind the fact I couldn’t get through to them while on holiday. Saying it doesn’t count because I didn’t tell them ??? . Try to call there and here in uk and the phone hangs up on you. Will differently using some like Tui or other company in future. Next stop is atol Don’t think they should get away with treating people like this !!!!”
“This worse company I’ve ever used, needed to phone their emergency phone number from resort as hotel sent to was closed.
Well their emergency phone service is an answer phone leave a message we’ll get back to you, which they didn’t, once they have your money your left high and dry should something go wrong.
They sell you holidays at hotels they know are closed then send you to cheaper ones.”
“DO NOT BOOK WITH THIS COMPANY!!!!
You’ll lose thousands and get nothing!
Customer service is non existent!
They are selling Ryan Air flights that you can’t access as part of a package deal. There is no way you will be able to get on the flight to your destination.
Quick to take your hard earned cash!
Words cannot be used on here to describe how angry I am!”
“On the beach take your money and run...
They don't answer any phone lines and do not respond to any of my messages...they simply do not help you in any if you have any problems with your holiday
Please don't book with them as they are thieving criminals....”
“I've booked holiday bit this company last week. Their website states that "booking confirmation will be sent within 48 hours (usually much quicker)".
Five days later I've received a call simply telling me that hotel is no longer available.
No Apology
No Offer to reserve a different hotel.
Nothing, person who called really didn't care.
Week later they are still selling SAME ROOMS IN THE SAME HOTEL, but at the higher price.
Waste of time, please avoid.”
“On the beach
Ref MYB10636815B
With out prejudice
To on the beach customer service team's
I am not happy with the current level of support from on the beach reference this holiday and nothing has been resolved although as you are aware I have been in constant communication with yourselves trying to reschedule this holiday. I even sent two letters to your head office by recorded delivery.
I now demand contact and an immediate resolve or a full refund of money’s paid.
Your last communication to me was that the booking has now been cancelled.( chelsea)
Due to lack of payment of the final amount but as you had not responded to reschedule the holiday I was not comfortable with paying the final amount with no conformation from yourselves. As a result I am now taking this complaint to ATOL further to that I have two lawyers who are family members who I will be taking advice from at no cost to myself.
I want this dealt with now and except a reply by return.
Mrs Lesley Grannum”
“PLEASE, Don't even think about booking a package holiday with On the beach, no means of communication, phone lines down,emails unanswered, not one iota of concern when things go wrong. You put your trust in them and get the square root of sod all back.Our flight was cancelled by Easyjet just before boarding with no explanation, was directed back to On the beach when asked Easyjet about rebooking but no contact possible with them so had to return home,still no text,message or call of any description from the shameless shower,please give them a very wide berth and ignore the fixed rave reviews that appear for them.”
“The WORST company I have ever used
The WORST company I have ever used. Criminal. We booked a weeks all inclusive for myself, my wife and our 11 month old son at Be Live Family Palmeiras Village leaving Wednesday 15th June. I logged in last night to check flight times and clicked on the message section, though there was no sign I had received a message. Here I found an 'URGENT' message saying our hotel had been changed. We received no email and no phone call about this. We would have just gone to the other hotel if we hand't seen this. This new hotel is completely different, in a worse part of town, with much worse reviews and not suitable for a young child at all. Tripadvisor reviews reads, 'very rowdy with drunks day and night.'
In addition to this, now we are trying to contact to cancel this, and hopefully change if for another they have SHUT THEIR PHONE LINES! They don't have a chat function and you can't message them. You have to read about the phone lines on their website as the lines string you along for a bit then just drop out. There is no way to contact, to even confirm a cancellation and refund, or try to find a different hotel. They have also said in the message they won't refund the flight though we can't find anything similar as all the good hotels seemed to be booked now and we don't know we are going to get a refund.
In addition to this, we contacted the hotel directly before we booked with On The Beach and they said they had no availability on our dates. I presumed On The Beach had spaces saved, though On The Beach are still taking payment to book at Be Live Family Palmeiras Village for the dates we have just had changed! They don't have any availability! On The Beach will take your money and change your hotel without letting you know. Surely this is criminal?
They have TOTALLY ruined our holiday. Don't EVER use this company.
David
Booking ref MYB11592379B.”
“Booked with on the beach and tried to call them with questions we had. No way to talk to areal person had to email which they took up to a week to answer, and still did not answer our questions decided to cancel the holiday 6 months before our holiday and they kept all 1.387 pounds do not use this appalling company only after you money.”
“Useless company that purports to be a holiday company. Flight cancelled at weekend . Only informed by airline. OTB when I finally got through were useless. Put all responsibility onto airline.
Did nothing to look at alternative airlines- I had to do it, or come back 3 days later with original airline.
I had to sort hotel out for extra night.
I had to sort transport to airport and again to get from Stansted to Luton where we were originally going.
Absolutely no help from OTB.
Spend €2000 on alternative airline.
Even asked about their insurance which I took out. Operative didn't have a clue.
Will never use again. They are only a broker despite paying them for all the package, flight, hotel and transfers”
“Due to the unprecedented delay is passport applications we were worried my partners passport wasn’t going to arrive in time for our holiday. We emailed On The Beach (as they weren't accepting phone calls!!) 2 weeks prior to our holiday for some advice, of which we received none. They wouldn’t let us change the dates of our holiday, even though we were willing to pay extra, nor would they let us put the balance on a voucher to use when the passport was here. There was such poor communication from them and absolutely no effort to empathise with our situation or offer any form of resolution. In the end, the passport didn’t arrive in time (despite us sending it off 14 weeks ago) and we lost all our money. Every penny.
On the beach sign off their emails with a generic “please let us know if we can assist further” which is so ironic as they had made no effort to assist us from the get go, making it a very stressful process. I then complained and asked for a gesture of goodwill, which was also denied. We were very much just a number to them and they wanted to take all our money and ignore us. They don’t care about the customer at all. avoid!”
