On the Beach

Worst booking operator ever. Mis-sells holiday packages as fully inclusive, where client is faced with a number of extra charges at destination.
In our example we booked a fully inclusive (expensive) package, only to be charged Eur 300 extra at the hotel - just to use the hotel. (This was not the standard tax which we also paid on arrival). Towels and daily rental of them were on top (irrespective of one using them or not) and water was the only 'included beverage'. Any other drink (inc soft drinks, teas and coffees) was extra. Their customer service did NOT answer the phone when we tried to reach them from abroad, and takes them weeks to respond to a complaint - saying sorry cannot help. Never ever again!

That company has only 1 function - taking the payment. Apart from that nothing works. Cancelled outbound flights were not replaced and not refunded. Now, I'm abroad, and our inbound tickets are nowhere to be found. Now, I have left only 17 hours to my flight, but I can't obtain boarding passes. Emergency " help line" doesn't work due to COVID (?!), my messages are ignored.

Ruined our holiday! Hotel had to be evacuated due to flooding. Lied to us regarding new accommodation and then fought us when we demanded a partial refund. Ended up just giving up. They are just so unethical. Book elsewhere!

I will never book with these again, the booking seemed so easy and then realised you get no extras included in the cost. They also allow you to pay for luggage that the third party airlines won't accept as it not booked through. Just returned after having to pay another £75 on top of the £100 bag (and ridiculous admin fee of £45) because the airline didn't accept the booking through on the beach. Currently reporting them to the ombudsmen for selling an item they legally couldn't.

Good evening

We were due to fly back to Gatwick from Lanzarote today at 19.35. Flight number BA2733. Unfortunately the flight has been cancelled.

I am writing to complain about the lack of contact from you about the cancellation and when the next available flight is. It is your responsibility to get us home. Trying to get through on your contact number is impossible, recorded message saying lines are closed at 5 but says 7 on our booking.
Appreciate it has been a difficult day but the lack of contact from you is worrying and unacceptable.

56 days. That's how long On the Beach will take to answer any questions you might have. No delay before your holiday when there's money to change hands,but 2 months after raising a query they've still not given a reasonable response. Jet2 are a much better holiday provider, don't use On the Beach, they couldn't care less.

The onthebeach hoel reps(!) in Turkey are forcing Customers to buy excursions. They are not even hotel reps. They buy customers personal data from onthebeach hotel supplier for 3 pounds per person. Just ignore those hotel rep(Thieves) do not buy nothing

Hidden charges within the cooling off period on my credit card. Free cancellation is a lie. I will ensure I publicise this fact. We booked provisionally as it was free cancellation and we couldn't confirm the availability of all passengers. This was quickly confirmed and so I needed to cancel... Free became £150! £25 pp for a free cancellation. Within 5 days (7 day cooling off on the credit card). Over an hour to wait on the customer service line (really tough to find *******000 for those that want the pain! Would be a zero if that was an option.

I have booked two holidays in the last week with on the beach The first one they rung the next day and cancelled as they advised the accommodation was not available (even though they where still advertising it and it was available with other providers but at a higher price), the second I didn't even get the courtesy of a phone call just an email saying they have cancelled by booking - Why are they selling holidays that they don't have! I am left with one very disappointed family!
Stay away from this company as there customer service is shocking! And are falsely advertising cheap holidays that are not available!

MYB*******B I've booked this holiday for September2023. However, I need the room to be Twin only, as it's me and my friend, I can't do anything on my online account, I need someone to do this, please help. Sue

Absolutely shocking paid 3000 no baggage or seats on plane had to pay separately for seats and also baggage balcony un safe for 2 children aged 1 and 6 the balcony isnt even up to me knees plug sockets hanging off wall absolutely shocking never will I book wi one the beach

I would not recommend this company to anyone. I arrived in Turkey in September 2021 at 3.00 am in the morning and the hotel that they had confirmed only days before the trip hadn't even reopened. The whole holiday, which we paid almost £2000 for, was an absolute shambles and was ruined. We were accommodated in a hotel at the opposite end of town from where we booked, the food at the hotel was inedible, no cleaning service in the hotel. On my return I complained to them, they are trying to pin the blame on everyone else but themselves, the offered an gesture of £150 off a future holiday. We do have another holiday booked with them, however after that I would never, ever book with this company again, all they're interested in is taking your money and then not taking any responsibility when things go wrong.

If I could give a zero I would. Absolutely shocking experience 4 days before we flew out. We booked a holiday for our family of 4 in April only to receive an email, not a call 4 days before we were due to fly stating our hotel was over booked. The same hotel that other family members looked at booking 2 weeks prior but didn't due to price more than doubling. We were offered a supposed like for like hotel that was 20km away that had poor reviews which we declined. 2 days later, now 48 hours before flying offered 2 more that were even worse. Now finally talking to someone our options were hotel refund but lose flights(package holiday so we thought) or except a below part hotel. In the end we excepted first alternative as best of bad bunch.

Lack of communication, lack of customer service, lack of customer respect and most of all a complete lack of care. We have emailed Customer care but advised this can take 56 days for response.

Separate hotel review will be listed also. Probably a 2 out of 5.

This company is a absolute JOKE! Booked my honeymoon with them which is probably my mistake but you live and learn, my flights got cancelled and it took them 3 weeks to get back to me only after I was on the phone for 2 hours to speak to someone who advised the changes we wanted to make are no longer available as the hotel is fully booked! Absolutely disgusting! Not even a apology! NEVER AGAIN.

I booked a holiday with onthebeach and bought insurance from them too. THEY cancelled my insurance. I contacted them about my refund numerous times, first response after nearly four months telling me the insurance THEY cancelled for a trip that NEVER happened because THEY cancelled it is non-refundable and they keep the money. This is all in the light of the T&Cs of the insurance contract clearly telling there is a refund. It may be that many customers don't read what they sign but unlucky onthebeach, I actually do.

Fraud and breach of conduct reported, financial claim initiated. I am sure I will get my money back at the end but neither appreciate the waste of my time, nor the sneaky attempt to make me a victim of a fraud. Stay away for this company if you want a peaceful holiday instead of wasting your time and money.

Cowboys. Absolute cowboys. We booked a holiday for our friend's wedding through them with a total cost of £1,400 for both of us. We then had to change dates to two days later and they tried to charge an additional £600 totalling £2,000.
When we checked the very same holiday it was £1,400 in total. My brother tried to add a bag to his flight and they wanted £500!
There is no direct line to contact them, instead, you have to 'send a message' and wait for over 31 days for a reply because 'they're busy.'
DO NOT BOOK THROUGH THESE SCAMMERS.