On the Beach Reviews 

Yet again another review because of the customer service was told someone will get back to me in 72 hours and it’s been over 4 days to wait for an agent to pick up my passenger name change and still nothing

Most of staff bar was rudely.My kids was food poisoning.I lost my property from my room and I was ignored on reception.Snacks bar on the pool always empty for drink you can take drink upstairs in the pub .Was one girl on reception on my check out day .Went I ask for taxi to go airport she’s said I have my break you have to wait.So rude!!!!I need taxi for 20:00 but because her break and non another staff I was almost late to my flying.NO ACCEPTABLE

I found on the beach easy to us and brilliant options to choose from

Everything about booking the Holiday is so straight forward. All done in a matter of minutes.
However, I ran into a problem verifying the flights. I could not get thru to Customer Support. A phone number would be brilliant because not everyone is tech savvy !!

Booked a holiday today, the dates changed as I booked even though I had selected the right ones, apparently if you have flexible dates ticked it can change it, I thought it couldn’t once you had chosen. I need to change the dates, I want the exact same holiday just 3 days earlier. Cannot speak to anyone? And sunny the bot cannot help as he doesn’t have my query and there is no one to talk too. I’ve been trying since the moment I booked it (within hours of agents too) and it’s been less then 24 hours since booking, how can no one be available to help?

Sun express cancelled my flights to Turkey.
I had to go days not knowing if I was getting a refund and could only talk to the AI chat which was useless.
After complaining on here the refund has been processed.
On the beach have kept £164.00 of the payment I made for the flights.
I have no way of talking to anyone and the chat bot is no help.
Do not put yourself through the hassle and money loss with on the beach if something goes wrong with your holiday.
TRUST PILOT ASKED ME TO PROVIDE MORE DETAILS SO YOU COULD LOOK INTO MY REVIEW IN MORE DETAIL.
ALL DETAILS REQUESTED HAVE BEEN PROVIDED. BOOKING REFERENCE AND DATE OF HOLIDAY ETC.
THIS US YET AGAIN WHH YOU HAVE BEEN GIVEN 1 STAR.
THE AI BOT CAN NOT ANSWER MY QUESTION SO THAT'S ANOTHER COMPLAINT I AM GOING YO HAVE TO MAKE AND WAIT 28 DAYS FIR A RESPONSE

Second review!

Appears if you write a bad review you get a response here!

So this is me replying to my last post as I wrote about a holiday to Eygpt ive booked but youve said its Spain!

Ive booked to go away 11/02/27 to Hugahda. The hotel have no confirmation we are coming. So we cant upgrade our room. OTB only offered "standard rooms" which stated it accommodated 7 people. After speaking to the hotel directly they've said we wont fit in the two standard rooms ive booked. So how are we ment to get a bigger room with no confirmation? OTB you cant send information to a hotel a week before we are due to go! What happens if the hotel is fully booked? We risk getting sent somewhere else that might not be suitable for the 7 people going. I would love to cancel sonething that I'm not even sure is going to be going ahead but im tied into a payment plan. Cancellation fees are £2,300!

You also keep replying saying to contact you! There now way of speaking to someone. The AI Robot is useless. I suggest someone contact me as ive already raised a fraud investigation with my bank.

Here's the reference for the holiday in question. MYB15121208B. Are you looking into this booking? Im duento make a payment soon which I dont want to do as the hotel have no confirmation im coming! If you coulf update me please. As if we dont have confirmation id like to cancel.

When will the hotel know we are coming? The two rooms that where offered wont fit us all it ( the hotel have confirmed this) but i cant upgrade with them as they have no confirmation we are coming. I dont want to upgrade with OTB as its double the price the hotel are asking for.

Id like a response regarding the rooms which were offered on booking? It said 2 rooms for 7 people. It was a good job I messaged the hotel as they've said these rooms will not fit us all in! Which means we now have to pay for bigger rooms. The hotel directly said we can upgrade when they have confirmtaion we are coming! But if youre saying that wont be a week until we go, how are we guaranteed to get bigger rooms?

there is no communication with this company,live chat is a bot, anything goes wrong you leave a message and they say they will reply next week if your lucky. I gave up after 2 hours with the bot, you've been warned.

On the beach makes it easy to pick and choose a holiday that suits your preferences whether that's where, who, when or whatever, impossible to not find your ideal holiday at a price that suits you

Really easy to book and have all information I need

We have a holiday to Dubai booked through On the Beach departing 6th July, and due to the escalating tensions and instability in the Middle East, we no longer feel comfortable or safe travelling. The situation is causing genuine distress and anxiety for our family, yet trying to contact On the Beach has been nothing short of impossible.

Their “live chat” is effectively just a loop of automated responses that goes nowhere, and there appears to be no accessible way to speak to an actual human being about a serious concern affecting customers’ wellbeing and travel decisions. For a company dealing with people’s holidays, money, and safety concerns, this level of customer service is completely unacceptable.

We fully appreciate that policies and terms exist, but customers should at the very least be able to communicate with someone when world events create understandable fears about travel. Instead, we’ve been left feeling ignored, trapped, and incredibly frustrated.

At a time when reassurance and support matter most, On the Beach has provided neither. We expected far better from a major travel company.

Having booked with on the Beach numerous times we find them to be an excellent company,keep your informed every step of the way and always available to answer any questions, they have a very efficient help line and allow very favourable monthly payment plans and have special treats for their customers. we are 2adults 2 children thank you X

What an absolute joke. Tbh I've used on the beach previously and it was a nightmare don't know why I booked again through on the beach as this is awful. I won't be using on the beach EVER again.
Booked Holiday in February for September, I'm now medically not allowed to fly or attend holiday so want to cancel it. I've been trying to contact OTB for a over month, Via your crap robots that don't ever connect to a live agent or say that live agents are not open. The robot keeps referring me to the same questions and even your customer service line diverts to a robot.
I've sent multiple emails all ignored I've made 2 complaints both ignored and your still trying to collect payments and then emailing me asking me for action required.
I've even replied to a letter stating if you need help email a different email address and someone will call back to discuss NO-ONE has called back. What a surprise!!!!
I've cancelled my flights directly with easyjet and you have said they haven't done it so can't refund me. Easyjet have sent me emails and confirmed that these flights were cancelled and refunded back to OTB to be refunded back to me on 12th May over 2 weeks ago!!!! OTB have said this hasn't happened surprisingly again not heard from anyone at OTB. This is now theft and I have reported to trading standards. I WILL NEVER USE ON THE BEACH AGAIN.

Absolutely disgusting and awful customer service
MYB14898807B added for another none reply. You have my email address and contact details also.

26th may you have replied on trust pilot.....Lovely that you reply on trust pilot but not through any other means of correspondence.
My reply instantly on 26th may
I'm replying to you on here as on the beach appear to ignore any other correspondence. I've replied to your email that you have sent and still no reply or refund. Easyjet have refunded my flights back to you. You only have to refund back to me it's really not that difficult this is now not only a bad representation of customer service but also theft of which I have reported you to trading standards for them to investigate.....
2 hours ago I wrote this and uve apprantly replied (not yet received thou) Why are you not replying to my customer service emails or my complaint???
It's just awful
4th June update..... Still all being ignored still no refund and the email that you have said you replied to.
.. was another automated response telling me to please contact your live chat customer services. Basically another robot referring me back to a robot.
I'm genuinely getting sick of the no correspondence. The customer service is absolutely dreadful. Your website and app all state refunds are processes within 4 days..... Why haven't you actioned my refund, any wallet credit that was added for my holiday being reduced after id booked (I want that returned to me directly not as credit as I'll never use OTB EVER AGAIN. )
My booking has been cancelled down so it is only showing the flights brilliant but they need to refunded along with wallet credit and what I have paid towards the a holiday that medically I'm not allowed to travel for. As per your email reply 3 weeks ago "please contact easyJet directly explaining your reasons.When they have cancelled your flight we at OTB can get all flights and what you have paid refunded back to you.....
So why haven't you done this ?????shambles of a company, me the customer is constantly having to contact you for any update and your ignorance is just just disgusting. No refund, no correspondence,no customer service in the form of a human what is this company. I look forward to a reply here. I won't be giving my bank details but you have all my details,booking reference that links me to this booking and also multiple emails and bank details there is no excuse to not have this sorted
As a matter of urgency......
4th June reply....
I didn't receive any email on 28th. I did receive an email on 26th referring me to your crap robot customer service again that I replied to instantly and. Again it was ignored. Get a human to contact me via email I will reply instantly maybe you could do the same....
Hello on the beach it's now 9th June and your over ur maximum 28 day period to respond to complaints let alone replying to my email that you said I haven't replied to. I've asked multiple times for a human to contact me preferably a human that will be consistent when replying rather than different robots or random emails of no relevance. This beyond a joke and as a big company should be ashamed of the service your offering. All ive asked to be done is refunded what I had paid and the wallet credit after the holiday was reduced after id booked. Why are OTB ignoring customers????
Why do you not have a human customer service or phone line not a robot diverting to more robots it's disgusting.
13th June......
You OTB have taken a payment.THEFT

I have been trying to contact OTB re significant changes to my flight times for upcoming holiday to no avail! NO human person to talk to only a robot that doesn’t ask relevant questions!! An advert came up on FB with email and watts app numbers so thought I’d try that way!! Big mistake!! Been scammed!! Money taken from account and holiday cancelled!!! Still can’t find a way to talk to OTB. Dreadful customer service! Never had a problem before but guess it’s only until something goes wrong do you realise you have no back up! Would be good to get a response from OTB

Great deal and no hassle, very relaxing trip.

Currently trying to contact on the beach to resolve an issue, flights via sun express have been cancelled yet still showing on booking - no one has contacted us to resolve. Been on with a bot for a day, getting no where. Would be nice if flights could be re-booked before they are all full. Limited options, and all live chat with a bot. Sometimes the human touch is required, as not everything can be resolved with AI

I've used OTB for three holidays since October and I could not fault anything ! It gives plenty of choice when booking and you can choose based on your budget,although booking as a solo traveller it can be expensive.
Although I had different holidays in different places, each time the hotels were fantastic ! Exactly how described and more.
The most recent, Lili Hotel in Crete was amazing, beautiful hotel, which was spotlessly clean, my room was cleaned every day, fresh sheets and towels, the room was a modest size but perfect for me as a solo traveller. The staff, particularly Stella and Katarina, were so friendly and welcoming, nothing was too much trouble for them !
A major plus for me with the OTB app is being able to pay my holidays in instalments which makes it so much easier financially rather than paying in one lump sum.
I am already looking to book another holiday through the app !!

I’m currently as On The Beach would say on my jollies!

I had a problem but couldn’t get in contact with on the beach, there is no phone lines now which you obviously need if you have a problem, especially on holiday.

It directs you to WhatsApp it asks for your reference number, it said it didn’t recognise mine, even when copied and pasted.
This was 3 days ago and I have not heard anything from them since then.

I did then find a phone number, which told me the best way to get in contact with them is through WhatsApp sent me a text link and cut me off!

This is not acceptable, it’s the second time I have booked with On The Beach this year and the last time ever.
Once they’ve got your money 💰, you’re on your own.
I don’t recommend them at all, and recommend going to a company that is there for you if you have a problem.