• On the Beach

On the Beach

Overview

On the Beach has a rating of 2.56 stars from 267 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about On the Beach most frequently mention customer service problems. On the Beach ranks 43rd among Travel Search Engine sites.

  • Service
    28
  • Value
    26
  • Shipping
    16
  • Returns
    17
  • Quality
    23

This company does not typically respond to reviews

Positive reviews (last 12 months): 10%
Positive
1
Neutral
0
Negative
9
3
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What reviewers want you to know

Positive highlights

  • We had good service and would travel booking with on the beach again
  • Excellent service, nice and easy, everything was just as expected, already recommended to friends.

Critical highlights

No critical highlights yet

How would you rate On the Beach?
Top Positive Review

“Brilliant customer service”

Jade S.
7/11/23

I'd booked and paid for my holiday but then I wanted to add on an extra passenger. I was helped by Vicki, Nicholas M and Barbara. They made it so easy and stress free. I've booked a few times with On the beach and never had any issues. Would definitely recommend. Thank you

Top Critical Review

“Alarming.”

HELEN C.
1/21/24

I urge everyone to be cautious with On The Beach. I 'booked' a holiday with them last week, or so I thought, only for the experience to give me nothing but frustration and stress. I shall not be using them again. Communication has been a shambles. The company took my money only to then tell me 5 days later that my booking would not be available, thus causing more expense as availability lessened and prices got higher. There was no advance warning when booking that there would be a wait for confirmation and prices would therefore not be guaranteed. This is a scamming practice. What kind of travel agent in this day and age doesn't have live up-to-date access to availability for bookings? Communication given from the website or from staff via telephone was either misleading or false. Three times I called the company, each with a long wait between 45 - 75 minutes just on hold (and on one occasion suddenly getting cut off), and information given from staff just didn't add up or give me any confidence that they were in control. Once things started to look fishy there was no way for me to cancel my 'pending booking' online, nor an effective way to get in touch with them, but yet they still had taken my money. Just looking at other recent reviews from customers with similar bad reports is alarming. Allowing customers to book a package holiday, where they select preferred flights, but then later informing them to book their own flights? With a prepaid credit card number given that often doesn't work, and having to use a weird unique gobbledegook Email address that isn't the customer's own? It's all so dodgy. Voicing my complaint and concerns on their Facebook page in a single post, in a constructive and mature manner, has had me blocked from the group. What does this tell you? And the scammers that are targeting worried customers concerns with the fake whatsapp number thats all over their social media posts is still going unchallenged by On The Beach. I am now left in a position of finding On The Beach untrustworthy, and anxious over if my holiday will have problems that will leave me unsecure or out of pocket at last minute whilst abroad. Very shocking.

Reviews (267)

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Reviews that mention popular keywords

good service (14) excellent service (9) staff members (5) great service (6) use website (3) excellent communication (3)
Thumbnail of user helenc1429
1 review
1 helpful vote
January 21st, 2024

I urge everyone to be cautious with On The Beach.

I 'booked' a holiday with them last week, or so I thought, only for the experience to give me nothing but frustration and stress. I shall not be using them again.

Communication has been a shambles. The company took my money only to then tell me 5 days later that my booking would not be available, thus causing more expense as availability lessened and prices got higher. There was no advance warning when booking that there would be a wait for confirmation and prices would therefore not be guaranteed. This is a scamming practice. What kind of travel agent in this day and age doesn't have live up-to-date access to availability for bookings?

Communication given from the website or from staff via telephone was either misleading or false. Three times I called the company, each with a long wait between 45 - 75 minutes just on hold (and on one occasion suddenly getting cut off), and information given from staff just didn't add up or give me any confidence that they were in control. Once things started to look fishy there was no way for me to cancel my 'pending booking' online, nor an effective way to get in touch with them, but yet they still had taken my money.

Just looking at other recent reviews from customers with similar bad reports is alarming. Allowing customers to book a package holiday, where they select preferred flights, but then later informing them to book their own flights? With a prepaid credit card number given that often doesn't work, and having to use a weird unique gobbledegook
Email address that isn't the customer's own? It's all so dodgy.

Voicing my complaint and concerns on their Facebook page in a single post, in a constructive and mature manner, has had me blocked from the group. What does this tell you?

And the scammers that are targeting worried customers concerns with the fake whatsapp number thats all over their social media posts is still going unchallenged by On The Beach.

I am now left in a position of finding On The Beach untrustworthy, and anxious over if my holiday will have problems that will leave me unsecure or out of pocket at last minute whilst abroad.

Very shocking.

Tip for consumers:
There is no prior warning when booking that there is a wait, sometimes of several days, to know if your booking is even confirmed. Nor is there warning that you may have to book your own flights even after selecting flights you'd wish to take as part of the package.

Products used:
Package holiday

Service
Value
Thumbnail of user peterw24
1 review
1 helpful vote
January 21st, 2013

All went well i. E. pick up/drop off good, could not fault the staff or accommodation. Had a good holiday

Thumbnail of user nabilj15
1 review
0 helpful votes
January 5th, 2024

An operator to avoid.
This online travel agency is a big scam.

Firstly, when I booked the package (Flight + Hotel) on September 5,2023, the agreement was to pay the full amount over 4 months (October, November, December and January) but last December I realised that They planned two payments in the same month of December. I had to call to delay the second payment for December until early January. They agreed but of course they charged me £10 for it. Despite this agreement which cost me £10, on December 27 they made a second direct debit for the month of December. This direct debit was declined by my bank for insufficient balance and which cost me £10 in bank fees.

Secondly, after paying in full for my vacation booked on September 5,2023, they inform me at the last minute that the hotel will be closed and they force me to cancel my vacation instead of finding another hotel similar to my initial hotel. So I was forced to cancel my vacation booked 4 months ago and I have to wait another 7 days for them to refund me the full amount already paid. That means my January 2024 vacation is ruined. In addition, they made fun of me by asking me to cancel and rebook with another operator knowing that at the last minute it is too late and impossible to find a similar stay at the same price for September 2023.

They didn't even offer me any commercial gesture or compensation for all these costs and time wasted for nothing.

I strongly advise against this operator because they do not respect these commitments to customers and because of their unprofessional and poor customer service.

Better to pay a little more with another more serious and professional operator in order to avoid these last minute inconveniences and find yourself without a hotel or flight at the last minute and you will be forced to cancel your vacation. This was my case.

In order to obtain compensation for my damage, I decided to initiate the procedure with the ombudsman.

Below is a copy of one of these responses to my complaint:

We can offer full refund for your booking including your flights and you can look to rebook through another operator>

Kind Regards
On the Beach

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Thumbnail of user jades252
1 review
0 helpful votes
July 11th, 2023

I'd booked and paid for my holiday but then I wanted to add on an extra passenger. I was helped by Vicki, Nicholas M and Barbara.
They made it so easy and stress free. I've booked a few times with On the beach and never had any issues. Would definitely recommend. Thank you

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Value
Shipping
Returns
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Thumbnail of user danwassall1983
1 review
0 helpful votes
January 23rd, 2024

Awful, awful, awful. Lied about the booking, stole my money when I complained, tried to charge me £150 to cancel, their rep on the phone repeated 'Too late now mate' and then hung up on me. TUI I will never cheat on you again.

Thumbnail of user sarah.wiskin
1 review
0 helpful votes
September 17th, 2023

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.

Products used:
All they had to offer basically

Service
Value
Quality
Thumbnail of user agnez1
1 review
0 helpful votes
March 21st, 2024

Thanks for ruining family Easter break holiday.

Just want to share my recent experience with on the beach and Ryanair new deal as it's been absolutely awful. Will never book again.

On 12th of March 2024 booked a holiday to Agadir with OTB with Ryanair flights. Was suppose to fly 23rd of March - return 30th March.

This left OTB and Ryanair just over a week to confirm my flights as it was pending airline confirmation.

On 15th of March got in contact with them and been told Ryanair will have it confirmed by weekend or latest Monday.

Called them on Monday 25th and "no update from airline" but it's on their list and told me to wait 7 days till Wednesday.
Ryanair flight was completely sold out at this point as I checked on their website and at the point I booked on the 12th there was plenty of seats available.

Wednesday comes 20th I call them again as they promised they will call me and never did, they're saying they don't know why it's taking so long. Different agents kept saying different things and constantly lying saying will have it soon, saying it's 100% booked and will go ahead, one of them even said if I don't get my flight reference still go to the airport! But they kept reassuring they paid the airline so my seats already guaranteed.

I contacted Ryanair via their live chat twice and they told me they couldn't find any booking in my email which OTB used for the booking.
I told this to OTB and they kept saying don't worry it's 100% booked just waiting for Ryanair flight ref.

So TODAY 21st, I called them and they said by 5pm 100% I will have my flight reference from Ryanair.

Just got a call now for them to say Ryanair flight is completely sold out 🙂 and if you want you can go with Easy Jet instead same dates and just pay extra £1,600. Shocking.

And we are due to fly Saturday. The stress this has caused.

Do not book a last minute holiday with OTB with Ryanair flights as it's a mess.
Non of them know what's going on yet with this new deal they have, they're making things up and just try to get rid of you of the phone as fast as they can.

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Thumbnail of user alexd1286
1 review
0 helpful votes
October 28th, 2023

First time using On the Beach in September 2023, paid for transfers to and from hotel in my package to Tenerife the pick up on return trip didn't happen despite following all guidance inc the hotel and English rep advise. Had to pay for a taxi almost missed flight waiting for the pick up from hotel. Never turned up. Appalling service from Sarah at On the Beach lots of lies and contradicting. Then still awaiting for complaint resolution over the specified 28 in complaint email. Latest email from Tanya (no surname or ref) today 20th Oct. Still no resolution even with clear evidence provided.

Now second trip using On the Beach to Lloret De Mar loads of hidden fees getting on to the plane and now getting ready to return home. Second complaint being logged upon my arrival.

That's twice using the same company On the Beach more fool me after the first disaster using them.

Basically from my personal experience I'd say not to use this company and use someone else which is exactly what I shall do on my next holiday.

Dissapointed and confused as to why they sit at excellent on here?

Appalling service all round on each of my two holidays using this company.

Tip for consumers:
Avoid On The Beach Company

Products used:
Holiday

Service
Value
Shipping
Returns
Quality
Thumbnail of user jog251
1 review
0 helpful votes
June 21st, 2023

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!

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Thumbnail of user magdalenan16
1 review
0 helpful votes
August 31st, 2022
Verified purchase

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.

Tip for consumers:
Just avoid!

Products used:
Holiday

Service
Value
Shipping
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Thumbnail of user mireko1
1 review
0 helpful votes
August 2nd, 2022

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.

Thumbnail of user neilc336
1 review
9 helpful votes
December 24th, 2020

I booked a holiday to Lanzarote in August 2020, Due to the pandemic the flights were cancelled. I found out by chance, checking the flight info elsewhere, the holiday on the On the beach beach site was, still for sale remained available for some 10 days, no cancellation of flight, was shown on the booking confirmation.
I wanted to book another holiday elsewhere, so was pleased to receive the holiday accommodation refund 21 days later.

However the flight (Ryan air) cancelled, refund took nearly 3 months to appear. Although Ryan air made a statement that all refunds had been paid to travel operators.
I booked an alternative holiday to Tenerife.
They never told us, the accommodation was closed, we had to email the closed hotel to find we were staying elsewhere!

A total lack of communication, in difficult times granted, with disregard for customers. I would advise anyone to book their holiday themselves via the hotel direct. Cheaper generally and so much easier.
They dont like refunding money promptly.

Thumbnail of user joshuac473
Joshua C. – On the Beach Rep

Hi Neil, I'm sorry to hear your comments. We aim to refund hotel costs within 14 days of cancellation, unfortunately in regards to flight refunds as we need to wait to receive these back from the airline this is not always as quick as we and you would like however we do forward these on as quickly as possible once received back from the airline. Thanks - On the Beach

Thumbnail of user maries858
1 review
0 helpful votes
June 19th, 2022
Verified purchase

I will never use them
No email received I'm a disabled traveler ans and I picked Santa Susa to stay in purposely the royal sun but my booking was suddenly changed to summer sun a total shambles I've been sent to Callea Olympic but lovely hotel but I'm stuck unless I pay taxis all hilly uneven paths etc
Disgusting they take money quick enough

Thumbnail of user andreas119
1 review
6 helpful votes
January 13th, 2013

What can I say, good price and no problems from looking on the internet to booking my break - will defo be booking again.

Thumbnail of user joannamakiewicz
1 review
0 helpful votes
August 29th, 2023

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.

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Thumbnail of user matthewc1452
1 review
0 helpful votes
April 11th, 2022
Verified purchase

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.

Tip for consumers:
Don’t!

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Thumbnail of user vinceq9
1 review
1 helpful vote
January 18th, 2023

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!

Products used:
vacation

Service
Value
Quality
Thumbnail of user davidc5807
1 review
0 helpful votes
February 8th, 2022

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.

Tip for consumers:
This is the second time I have been burned. The first was for flight costs after on the beach cancelled the hotel at the beginning of the COVID situation. Paid a little over £200 for a long weekend, apparently about £20 of that was the accommodation. After no holiday and £180 out of pocket I was not happy, neither were my friends who also got stung.

Products used:
Cost me more to cancel than the deposit I paid.

Service
Value
Thumbnail of user barryc4
1 review
0 helpful votes
October 8th, 2012

Always use on the beach really good. Staff were very supportive and excellent features throughout the vacation.

Thumbnail of user sandrag2155
1 review
0 helpful votes
May 30th, 2022

DO NOT BOOK WITH On The Beach Holidays the customer service is horrible me and my boyfriend are meant to be flying to turkey next week and they have just cancelled the holiday no reasons given us only £300 back all the customer service numbers are hanging up and blocking are numbers not helpful at all! Never booking again we just want our money back we booked this holiday back in January

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Thumbnail of user juliek654
1 review
0 helpful votes
February 10th, 2022

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.

Tip for consumers:
DON'T BOOK HOLIDAYS WITH ON THE BEACH

Products used:
N/A

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Value
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Thumbnail of user davidr1817
2 reviews
0 helpful votes
November 11th, 2022

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.

Tip for consumers:
Don't use On the Beach!

Thumbnail of user williamg25
1 review
1 helpful vote
Thumbnail of user davidb8590
1 review
0 helpful votes
July 28th, 2022

Avoid, they turned their phone lines off and take weeks to reply to emails. The cheapest definitely isn't worth it.

Service
Value
Thumbnail of user leventl
1 review
0 helpful votes
May 2nd, 2022

İt 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.

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Thumbnail of user joshuac473
Joshua C.
Typically does not respond to reviews

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2.6
267 reviews
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