“Had to cancel a holiday in March due to illness. My insurance company are ready to pay out but I have to wait for on the beach to send out a cancellation invoice which is actually called a no-show letter but it takes some 56 days to send out, it’s funny how they can take your money, the very same day. Disgraceful service will not be booking through them again it’s just not worth all the hassle”
“Have booked to go on holiday on the 13th of this month. Found out when I looked it up, that we have been booked into a lounge and issued vouchers when this lounge will be closed at the time of us flying.
I contacted them on chat and they said they can't change the lounge to the one that IS opened as they have already issued the vouchers, despite it being their mistake!
Absolutely useless and a fine start to the holiday that will be!
Thank you very much for that ON THE BEACH!!”
“Booked a holiday with On The Beach on 1st May 2023, it has been nothing but a nightmare since then. I have tried contacting them via their complaints telephone line, only to have to wait in a queue for 2 hours. This has been experienced by many holiday makers. I thought to write a letter as a complaint, only to be told they do not accept letters anymore, only emails. I have sent emails to their so-called customer care site, only to be told it could take up to 56 days to receive an answer. My dispute with them has now been escalated to their Complaints Department, they know there is an issue with the flights that have been booked, which neither OTB or Ryanair can solve, but they continue to ask for further payments for a unaccessible holiday. Days and days of stress caused by OTB. This will probably carry on for months, this type of behaviour by a Company should be unacceptable.”
“Scammers - Avoid
Scammers! What a joke - this company shouldn’t be allowed to false advertise and mislead customers the way they do.
I booked a holiday with them online and receive a call the next day saying the booking has been cancelled as the hotel was full. What? Full? Why is the hotel still being advertised on your website as available? No answer. The next day the hotel is still been marketed on their website as available.
The following day, I found another hotel and booked it again with them to only receive a text later that day asking me to call them. When I finally got through after half a hour the first time, they wanted more money. They first said the rooms we booked are no longer available as the hotel has sold out but we can pay another £500 to book other rooms which are available in the hotel. I said I need time to think about it.
I go back onto their website to discover the rooms are still being marketed and the price had gone down from my original booking price. I called them back (1 hour to get through) to ask what is going on. They then said my original rooms are now available again but want me to pay another £300 on top of the original price. I said but they have gone down, the only answer I got was ‘this is all I can see on my screen’. So the price was again over £400 more than the advertising price live on their website at the time of the call.
What a scam! I found and booked the hotel via another company for a cheaper price who confirmed my booking immediately and not left it pending for 48 hours like this company does. It took all the excitement away from booking a holiday. Our holiday went from £4700 to £5695 with On the Beach. Con artist and this should not be allowed for them to false advertise lower prices to then scam more money out of people. Watch out for when they are adding a further £500+ service fee to the bill which you only get notified in an email after you have given payment details and confirmed payment.
Once was bad luck but twice showed what a rubbish company this is.”
“Be aware of hidden extras after paying for my holiday I was shocked to find when I was directed to ryanair web site that I was required to pay an extra £92 for my 10kg bag 40x55x20cm which used to be included in my flight and two boarding passes. This could cost you a lot if you are a family or a group. I wore my clothes on the flight and bought whatever I needed in my resort such as sun lotion, towel, shaving stuff.”
“AVOID! This Company do not care about their customers. They have set up a dodgy way of using Ryanair flights that entails On The Beach creating false email addresses in the customer's name. The customer cannot access this email address, only OTB. The customer then has to go on the Ryanair website to verify their flight using the dodgy email address, taking photos of yourself & your passports. You have exactly 10 minutes to do this before you are logged out and have to start again. This system did not work for me, both OTB or Ryanair cannot access the dodgy email and now I cannot verify my flight. Ryanair says they cannot guarantee the flight if it isn't verified. I have complained and written to OTB but they have not responded to my letters, they have just asked me for more money. Court will be my only option with this Company. It is incredulous that this Company can operate in such a manner.”
“Utter cowboys easy jet messed us around with zero help with wheelchair passenger meaning we missed a flight ( 2 adults 4 children) one with adhd )managed to get a jet two flight same day to save the holiday spoke to on the beach who assured us they took note of the jet two flight landing time and would make sure thst our taxi etc was all rebooked and all would be fine , landed no taxi no help taxi agent confirmed no one informed them so tough luck !! Utter lies there word means nothing avoid at all costs as for easy jet and there lack of help with someone In a wheel chair thats another story ! Utter cowboy operation .After complaint filed on the beach clinical reply basically saying sorry but not sorry and no offer of compensation for anything .avoid avoid avoid”
“We booked our first family holiday with otb last year.
Our flights were cancelled 3 weeks ago and then the hell started.
Unable to get through to otb by phone, left on hold to their 13p per minute phone line for hours.
Made contact online multiple times get a response hours later then the robot says the chat is resolved.
Operations team called after 3 weeks on monday 15th and said they would be back in touch, had to chase them again today. After speaking to operations team 5 times this morning all on my personal phone bill I was told I couldn't speak to a manager Pablo was shocking and he absolutely needs training on customer service.
I will NEVER EVER use otb again I am now left trying to find another family holiday but all the prices have gone up.
I am devasted and not sure we will even find what we are looking for in the date range we need.”
“Be CAREFUL
The hotel reps(!) of onthe beach are forcing Customers to buy excursions. They do not War onthebeach uniform but they buy customers personal data for 3 pounds from onthebeach supplier in Turkey. Stay away from those Thieves and buy your excursions from outside your hotel”
“Please do not use this company.
If you are lucky enough that everything on your holiday runs smoothly you are one of the few. If for any reason you have an issue you have absolutely no way of getting a response from them.
When my holiday was cancelled due to Covid they issued British Airways vouchers to me using a third party company. When British Airways then refunded the vouchers to me they had to send the money straight to the third party company as I wasn't named on them? This company have then transferred the money to OTB. I spent a whole month getting to this stage, now since January OTB are refusing to transfer the money to me. So my holiday was canceled and technically they have kept the money. My only option now is to issue a chargeback with my credit card company. This is for over £1,000 not an amount I can forget about.
I've currently been chasing a refund since January, have called up to 8 times and emailed the same amount, left 1 star reviews and nothing. The customer care centre is a joke, I've spent countless hours waiting to get through, the last time was two hours and when I got through to someone called Lee he cut me off...I hadn't even begun to shout, wasn't given the chance. The time before that 2 hours and the system just cut me off.
Any comments you read on reviews from them I have to think are a complete lie. They have never contacted me even though they state on every one that they will.
There are much better companies out there that do not steal, please save yourself the hassle.”
“Call queues are outrageous, usually on hold for a minimum of an hour, make sure you call on the free number not 0800 number as I was charged £200+
Only reason I was calling was because they cancelled my flight and confirmed I was due a refund but never actually did refund me.
When I did get hold of someone he gave false promises of trying to get a refund for me for my call charges, but never contacted me again
When speaking with the financial team they suggested they then sorted my refund out for me but it still won’t let me claim it online.
Currently on hold to them again now awaiting in the queue and the estimated old time is 107 mins and 10 secs.
Wish me luck lol
P.S don’t make your life hard by booking with this company as their are plenty of more efficient companies out there.”
“Booked twice with them. 1st holiday took 3 to confirm thst it wasnt available so booked a second waited 2.5 days then called them only to be informed that the hotel would only accept 4 day bookings not 3 as per their website did I want to pay an extra for each person but only stay fir 3
.I'm sorry but I can't type my reply but one of the words was "off"
Straight on line to Booking.com and sorted myself
Never again will I bother with them”
“What a con
What a con, booked with on the beach as they offered us free lounge if we book a package holiday between certain dates. We done everything to there T&C. We learned this morning as we set off that Bristol is excluded from the deal. We were totally mislead, only looking deep in to terms & Conditions, did I find this. We won’t book with them again, iI wonder what else haven’t we got in our deal as we set off.
Very disappointing from you, we weee all looking forward to the airport lounge”
“They kept upping the price then when we booked was told that they are cancelling it as the price has gone up. Now i have to phone school and friends to rearrange and also book another holiday.
They seem to be running the whole holiday system like an auction. You book the trip then someone comes along and offers more so yours gets cancelled and given to them.”
“1) Holiday 1 - booked 2 rooms, OTB charged us for 2 villas, refused to refund.
2) Holiday 2 - booked a holiday and father was called to emergency night before the flight, OTB got their refund from the hotel, refused to refund us and the insurance refused to pay us out.
OTB are utterly heartless and money grabbing, avoid at all costs. I used them for years until I realised how greedy they really are.”
“BOOKED 4 NIGHT BREAK WITH IN BEACH TRIED CHANGE THE DATE FEW HOURS AFTER BOOKING BUT WOULD HELP AND TOOK OVER £300 FROM US AND NO HOLIDAYS, AVOID THIS COMPANY AT ALL COSTS TOTAL RIP-OFF
THE AMERY,S”
“Always booked with OTB! I've always received the highest customer service and they are always 100% honest with you!
They are real people looking to help us make magical memories on holiday!
The prices are fantastic and you will not find cheaper!!
I used to work for a well know travel company and from what I seen whilst working in branch is terrible, its all based on commission and who can hit the highest sales that month! They don't care about you, they care about hitting targets and getting commission! On the beach are different, they are real and can offer real prices because they care about you and your money and they don't want to fleece you,like other travel companies! Yes things can wrong with bookings ie hotels and flights! But OTB will always help!
Fantastic company and I wouldn't book anywhere else unless you want robbed by big names on the high street!”
“Avoid this company and Ryan air at all costs after getting date wrong wanted £400 amend fee on £500 Short break ended up loosing all our flight money very poor expensive experience never again 1/10”
“Never use this holiday company. Make a slight change to your booking and they will charge you anything between £80-£360 to do so. They will lie to you, rip you off on anything they can and refunds are not an option. Not an ABTA registered company so will not give you any fairness at all.”
“Booked a holiday to be called the next day and told that the hotel price had gone up by £640, did I want to go ahead with the holiday at that price. I searched again for the holiday whilst on the phone to the agent and it was still showing at the same price I had booked, the agent told me that the website needed updating and that they were just a middle man …. I told them to cancel. I looked again later for the same holiday the following day but £22 more than the previous day and booked it again, I received a phone call 5 hours later saying that the flight price had gone up and the package was now £640 more expensive !!!! I challenged the agent as to how 2 bookings could both have gone up by exactly the same amount ? The agent conceded that ‘oh yes you are right, it is the hotel not the flights that has gone up’ I asked her to quote live for another hotel, she did and it was £6490 I went online whilst she was on the phone and the same package was being sold at £5950 so again a huge difference in price … I cancelled my booking … *** DO NOT BOOK WITH THIS COMPANY THEY ARE SCAMMING PEOPLE ***”
