“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!”
“Horrendous company never again
Really stressed at the moment.booked holiday and have not received confirmation email. All money has been taken from account.unable to contact them by phone automated message office closed must have tried 35/40 times.booking not showing on my account either.tried email but no joy yet again its now 8 days to departure date.cant even find out how to cancel and request refund as app and website not allowing us to access info we need.”
“We had to cancel our holiday 3 days before we were due to go tried to move dates ,we couldn’t so we asked about refund online, 3day s they sent a refund ,less admin costs , 3 days later they said they made a error & wanted money back by a link ,I sent a email asking if this was a scam ,& that I would not pay by a link ,but if they phoned me or emailed ,so we could sort it out 3 emails later to them had no response from them,bad customer service”
“Awful company...Booked and paid for a five star hotel and put us in a one star hotel...The food was that bad we left a week early also a nightmare trying to talk to customer services, called at 2pm on a week day and they had closed all lines!”
“Awful company. Two weeks prior to our departure, they send an urgent message telling us the hotel is closed and gave us two re we booked. We have responded to this "Urgent" message 6 times and still awaiting a reply 3 days later. Tried calling every number for them, all phone lines are closed. Absolutely disgusting service. Next stop is ATOL”
“NEVER BOOK THROUGH ONTHEBEACH!! THEY WILL TAKE YOUR MONEY AT ALL OPPORTUNITY.
We had booked a holiday to Morocco through On The Beach in March 2022. It seemed like an excellent deal at the time, however 2 days before travelling my parents got covid and were unable to make it. We had paid for two check-in bags through OTB, which were allocated (unbeknown to us) to the first two travellers in our party. The first two travellers who were added to our party were my parents.
When my friend and I went to the Ryanair desk to check-in desk prior to our flight, Ryanair told us we did not have any bags associated with our name. The bags were associated with my parents (who were unable to make the holiday). Ryanair made us pay for two extra bags (there and back from Morocco) which I have since been trying to claim back from On The Beach. On The Beach refused to change the baggage allocations BEFORE we departed, even though I waited on the phone to them for TWO HOURS and I still couldn't speak to a representative. I was on the phone to them from the time we were at the check-in desk to when we were about to board the flight. I simultaneously Tweeted them and emailed them.
After numerous emails and 2 months later, On The Beach are refusing all responsibility and say there is nothing they can do about this charge.
They have also been a headache to deal with in my parents case of getting covid, but that can be saved for another post.
For anyone looking to book through On the Beach, avoid the headache and go with another company!”
“I had doubt’s booking with this company as we had traveled before, and the experience was totally horrible , this time they crossed the line… paying 5500£ pound for 7 nights to Turkey and the phone up
Saying its gone up by 1500£ , would not recommend booking with them, will never book with this company again . Don’t waste your time with them…”
“Absolutely appalling company!!!! Had a holiday booked to Fuerteventura in August and I waited for them to contact me to say it had been canceled because the government advised AGAINST travel to Spain and they never contacted me, a few days before my due departure I tried to contact them and they had removed phone numbers and even the message system from “my booking” website. I got an email offering me a refund for accommodation only which was a tiny percentage of the overall cost as the flights made up a majority of booking. My partner has diabetes and they still wouldn’t issue a refund. Obviously, I didn’t go on this holiday and on the beach have made £1400 of my money! Robbing thieving B******s!!!! AVOID!!! They should be Investigated abc closed down.”
“We booked holiday on line for whole family. We had to wait for confirmation 48h . Few minutes before 48h we had phone call if we want this holiday we have to pay extra 500£!
When we chose " on the beach" we had 2 website where we could buy. Thomas cook was selling the same package for 100£ more but we chose on the beach to save money. Now we can't afford this holiday because price goes up. Thank you for ruining my family holiday. I let down my kids who was so excited to go on holiday! Never ever again will use this website!!! You can't trust them!!!”
“we booked a holiday to Egypt and soon after I realised I couldn't get that week off work but could get thd next week.Icontacted OTB and explained my problem.The agent told me no problem and said he could alter the booking and I thought that was it,only to find later when I was sent a reminder for payment that my first booking was still active.To cut a long story short I ended up paying for 2 holidays Even after sending me a recording of the phone call theg still denied telling me my original booking was cancelled.Use this company at your peril.”
“Holiday cancelled , took a week to tell us , 3 hours trying to phone , 3 days to get reply to each email. Constant arguing about refund .
Totally unprofessional outfit ,would never use them again .”
“DO NOT USE and have a decent holiday.
Read beyond the one/two line good reviews and you will see a pattern. Our story is another one of absolute failure by On The Beach, please don’t gamble with your holiday, book elsewhere.
After 18 months of looking forward to our holiday, with no problems, OTB informed us that the hotel was not available, WITH 5 DAYS TO GO. The alternatives offered were absolute junk in every way and reorgnising 3 families meeting at the same hotel (in Turkey) was a nightmare. OTB were useless, literally didn’t care (read the T&Cs) and are deliberately uncontactable other than via their frustrating messaging system. No phone number, no email, no WhatsApp, no customer service of any kind, 3 families, abandoned by their tour operator, with 5 days to go. Oh, and blaming COVID is no longer an option, if your deployed workforce hasn’t worked out how to work from home by now, your problems are much larger than I thought.
After not responding to messages for 2 days and with 3 days to go, we asked for our money back, OTB replied within 2 hours and refunded our money, talk about an insult, how about the holiday or at least the service you committed to provide, a refund…
We booked directly with an alternative hotel and had a great holiday, but the stress, I can’t tell you how bad it was.
DO NOT USE ON THE BEACH - FOR ANY REASON - THEY CANNOT BE TRUSTED AND DO NOT CARE ABOUT YOU or YOUR HOLIDAY.
Please, please, do not gamble with something as important as your holiday, pay a bit more and use an agent that you can trust, DO NOT USE ON THE BEACH.”
“Absolutely disgusting company to deal with!! I am trying to change my flight dates (and have been now for 3 months) they can’t possibly talk to you on the phone only via there my bookings!? Which is why this has dragged on for so long! Then to top it off after confirming they will take no further payment they take £380 out of my account WITHOUT my permission, then have the shear audacity to deny they have (they say they’ve taken £12!!!??) surprise I now can’t get through to them by phone as they keep shutting customer service number down as they are very busy!? Meanwhile they have pushed me into my overdraft with a daily charge!! 6 messages and 3 hours on the phone waiting! Do not touch this firm, go to a main agent like BA east jet etc. they deal with client at least with an amount of respect”
“It is a great company with best rates. BUT their supplier in Turkey called libero tours sells you personel data to the third parties and someone visit you in your 1st day pretend like your resort rep and screw you with high excursion rates. On the beach does not know it but be careful when you arrive.”
