“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 ***”
“Booked a package holiday to Benidorm yesterday. Paid a small deposit. Today I had a phone from them to say the price of the hotel was now going to be almost double and did I want to continue with the holiday. I said no and asked why this has happened to be told they are just a third party and when they contacted the hotel to book it the price had gone up. I have been checking the exact same holiday on the website and it's still showing as the price I paid for it yesterday. Surely if the price of the hotel has gone up then it should be amended. Thankfully I only paid a small deposit as I now have to wait 5-7 days for a refund. I had an email to say I had to collect the refund by logging into On the Beach and go to the refund page. I have spent all day trying to call them but their phone is constantly engaged. I have used On The Beach lots of times in the past but I won't be booking through them again after this and reading other reviews”
“Dear sir
My recent holiday to Turkey I really was not impressed with the hotel.
I will start with the food was really not nice even though I was in the Royal Navy and had eaten food around the world. The beer they had I could not drink because it tasted like line cleaner so I found myself eating and drinking out rather than eating and drinking in the hotel which was obviously paid for by the holiday. My second complaint is that the room itself was lovely the location of the room had a balcony which overlooks the workers yard not only smelt but early in the morning all you hear is the staff in the yard I asked the reception if I can have a sea view balcony or even a partial sea view balcony they said they were all booked up for footballers. I don't understand how footballers can take precedence over normal everyday people on holiday. So for the week I got stuck in a room that overlooks a yard I could not eat the food and the drink was unpalatable.
I went on holiday with my two friends and also I met an awful lot of people as I tried to be outgoing and everyone seem to have the same issues that the view from the balcony was not great and the same issues regarding food and drink. I feel bitterly disappointed
Regards Peter flanagan
Ref MYB12049062B”
“The company is nothing short of a joke. We had cancelled flights and no communication whatsoever from anyone. We then waited hours the next day to speak to someone who told us to book new flights which we did. I then decided to ring the hotel to be told they have had no contact from the company about the flights or the fact we said we would book new flights. The flights were booked after speaking to someone from on the beach who told me the hotel is still waiting for us. I decided to call the hotel to be told the room had gone and we had no hotel despite On The Beach telling me to book new flights and the room would be there. They said they would call me early the next day to discuss and update me however there was no call and no updates. Its been months and they have never reached out to me, avoid this company at all costs as they will leave you out of pocket!”
“I have cancelled part of my trip, having paid a deposit to cover flights. Giving me a different email address for flights has left me uneasy about how this company is operating. I have done the 'web chat' all morning, trying to adjust costs to show £0 further payments due (after being misquoted). So far, it's not been rectified - many documents later (trying to charge me all sorts of different amounts), I'm still waiting for a correct document showing correct £0 payment due amount; someone was to contact me within the hour - it didn't happen.
I'm just not able to trust that this shall be corrected and some unknown amount not taken off my bank account in a few weeks.”
“You couldn’t make it up. You really couldn’t. Scammers of the first degree. If someone doesn’t get a grip of on the beach I will call the police in. Dedicated Customer Care team?? It’s fair to say that wouldn’t hold up in court!! Seriously though how are these A grade swindlers able to operate. Have we no regulators or are they just guard dogs without teeth??
Previously we had traded 10 emails back and forward these last couple of weeks trying to negotiate what is owed and what they are prepared to pay without any real appetite from them to settle this reasonably.
My summing up of them as a company? Not only are they disingenuous and economical with the truth. I would suggest they are also down right liars and worse still, thieves.
Con men and women masquerading as travel agents would be an apt description.
I’ve now emailed ATOL and the CAA
With all the above in mind, avoid, avoid, avoid is my advice”
“Booked hotel only with On the Beach in Thailand and it showed free cancellation before December 2023 in big print. Now we've changed our mind and cancelled the booking, On the Beach charged me £150. Due to current financial crisis in UK and personal circumstances we've decided not to go this year. On the Beach failed to look after their customers.”
“Paid for an upgrade with onthebeach and I basically found out that it had been double booked so I was automatically downgraded. The rep had also confirmed at the hotel that onthebeach were aware of the double booking of the upgrade yet proceeded to downgrade me without notifying me or reimbursing. I paid 1500 for the holiday and was reimbursed 80 quid for a ruined accomodation for 14 days. Avoid. !!”
“On the Beach customer service is just a disappointment. Our holiday was ruined! We were forced to leave our hotel due to flooding. We were told we would get a room at sister property next door and there were no rooms on arrival. Slept in lobby and dormitory before being sent to horrible room. Asked for reasonable compensation and finally offered us 1/2 the amount. Disputed charge with Amex and On the Beach successfully manipulated the dispute. After provisional credit was issued by Amex, On the Beach charged our card for that amount without authorization. Do not book with this company as they do not behave with an ounce of decency. The response they give is that "we are looking into your complaint" Do not believe it!”
“Holiday from August 2022... Complained regarding the hotel which wasn't the stars that I paid for.. spent 1st week on the phone to them to be offered a move if I could find one... I have officially complained on my return and still no reply except that they will get back to me.. Hoping an ombudsman of some form can be found to get them to stick to their own SLA for customer service....Disgraceful”
“I see a lot of bad reviews about OTB but personally I did not have any issues with anything. Last July, me and 3 of my friends went to Paphos, Cyprus for an all inclusive holiday. When booking the holiday, the paperwork and confirmation came instantly. We all paid around £750 for a week including private transfer and insurance. Everything in the paperwork was well detailed and even helped when using TUIs website as we were flying with them. This was the first time we ever booked a holiday and everything was very well explained on how to navigate through ‘manage my booking’ section and what to do before the holiday begins. Personally, we had no issue with flights and transfer despite flights being cancelled was very common last July. The hotel was lovely and we had a great time. My views may change in the future if booking with OTB again but for now I would highly recommend”
“Worst customer service and after sales care I have ever had the pleasure of experiencing. Be aware that OTB are only ATOL registered which will protect you if they go bust but they opted out of being ABTA registered as this gives their a back up for when they let their customers down and do not see when they are in the wrong! I had a perfect experience with this company until things went wrong (they booked the wrong time transfer so I would have missed my flight - left me to sort it and no compensation for the hour and a half phone call, nor the two days of my holiday that were ruined as they left me to it!). Be warned!!”
“The worse travel company ever ,I booked a 5*family holiday in June 22 , they abandoned me and my family in Turkey when the airline cancelled our flight no alternative arrangements wer in place it cost me an additional £1500 pounds to get my family home from Turkey they have not refunded me any of the cost they have not refunded me for the flight I payed for ,they have problem taking your money they said my hoilday was atol protected wot aload of bulls--t ,,,,all abandoned passengers who travelled with tui wer taken to hotel and cared for but not on the beach passengers they were abandoned and ripped off do not book with these cowboys”
“They are not recognised by Ryan Air and give an email so you can contact Ryanair but no password so they are the only ones who control your flight ,they won't give the password they are rude ,hang up on you and fob you off ,just ca nacelle holiday with lost deposit and flight price ,rubbish never ever use them.”
“Avoid this company!!
I have just found the same holiday for over £150 cheaper, it was only booked this morning (I used the wrong link as thought it was loveholidays). I rang On The Beach and they didn’t care, they stayed if I wished to cancel my holiday I would still need to pay for the flights, no goodwill gesture just much repeated hollow apology followed by some T&C’s”
