On the Beach Reviews

"They told us our hotel was unavailable and the alternative had terrible reviews so we said no. They wanted to look for other alternatives, I replied to the message saying that under the terms and conditions I wanted a fully package refund. Now they have gone radio silent on me. I tried to use their live chat but every time I do including after 9am, after 11am and after 3pm on a Tuesday and a Wednesday, it keeps giving me a message from a bot saying I have contacted them out of hours. But the bot also tells me to contact them between 08:00 and 18:45 when their live chat is open. I can't contact them via phone as the number is an automated line only unless you are abroad. You try to raise a complaint and it says it needs to be done via live chat. I'm tearing me hair out instead of relaxing prior to going on holiday. So my advice, spend your money elsewhere and don't book with these cowboys they don't have a clue."

"We booked a holiday to Sharm el Sheikh with On The Beach. After entering that our party consisted of 2 adults and 2 children, we were offered several room types. A family room was not offered, and although competitors were offering a family room for a similar price, we opted to book with On The Beach as the return flight was at a more preferable time for our young children. I wanted to contact On The Beach in advance to confirm that the Deluxe Sea View Room we had booked would be suitable for our family. This is not an easy thing to do. I eventually had to use their Live Chat function, and after several hopeless responses from their travel bot finally spoke to someone who informed me that I wasn't able to change my booking, but that the room type would be suitable. Upon arrival, it was clear that the room was not suitable for a family, in fact the hotel expressed their surprise that we had been able to book the room for a family of 4. I spent almost an hour trying to contact the in-resort team, to be told that the room type was described during the booking process, so that the error was in fact mine. I took it upon myself to book an additional room with the hotel, which then gave us 2 connected double rooms at a cost of \u00a3571.50. I raised a complaint with the in-resort team, along with a photo of the cramped conditions of our original room, and once again received no apology and was very quickly told that nothing could be done. My family and I had a great holiday, the hotel was very comfortable, and the staff couldn't do enough for us. However, the booking process and after-sales customer service from On The Beach was among the worst I have ever experienced. I would strongly recommend that customers do not book with this Company, and chose more reputable competitors who have dedicated customer service teams for all aspects of their bookings."

"Sun express lost our cases and the hotel put us in a small double bed (2 friends who booked a twin and paid extra for balcony overlooking pool) and we got neither. \r\n\r\nReported it to on the beach over two months ago and not received a response. \r\n\r\nSun express said cases were returned 3 days later (had to repurchase phone charges\/clothes etc but try getting a non hand written reciept from a small beach resort in Turkey!) \r\n\r\nWon\u2019t use them or go Turkey again. Stressful week rather than a rest."

"Very nice photos and description of a 4 star Greek hotel on the website. Turns out we have a cockroach infestation in our room. Contacted onthebeach after 2 nights and hotel refusing to move us immediately. No sleep as cockroachs were also in the bed. Onthebeach said they could not move us to a different hotel as it was up to the current hotel to sort out any problems. Onthebeach happy for their customers to sleep in cockroach infested rooms. It's best to avoid booking through onthebeach as they cannot or will not help."

"It\u2019s now over 28 days since I was promised a refund, told it would be processed in 5-7 working days again no correspondence or any sign of the refund I was promised I can provide your email supporting this."

"made a booking ask for my card details and i made payment, once they have sent me an email says that is booked, then i booked my hire car and Disney park about \u00a33000 worth, call them back to update my email address and they told me your holiday got cancel because of different price on ticket, bulshet company do not trust them \r\nmyb13025603"

"Refusing to refund our cancelled flight money. Find out by ourselves that our flights had been cancelled and fully refunded. We have confirmation from the airline itself about it so know that this os the situation. Someone has over a thousand pound of our money in their account earning interest no doubt and yet deny that they know anything about the flights being cancelled. I dont think that anyone from on the beach has even looked into our situation or contacted whoever they used to book the flights as they claim that they know nothing about the flight being cancelled. Have been passed from pillar to post and now we are just being ignored as they probably just want to keep our money. They claim the airline takes 28 days to respond yet they emailed me back within 4 hours with the confirmation about the travel agents having the refund. Somebody needs to sort this out and find out where our money is so we can have it back rather than treating us like we are lying and then ignoring us."