On the Beach Reviews 

There is no customer service if you have any issue.
I discovered this when following their own guide to linking 2 bookings that didn’t work, I tried to get help via their AI assistant chat, that went round in circles despite trying to get it to link me to a real person. They have no WhatsApp, Instant Messenger or email to contact. Found a Facebook group to see if I could find out how to get help and there it was apparent there’s no contact or help if anything goes wrong (like a flight getting cancelled or changed for example). People were so desperate they were talking of driving an 8 hour round trip to get to their office in Manchester.
We travel next week, I know from other people they’ve had an email to warn of work going on at our hotel but we’ve had no communication from OTB and I know I can’t contact them to ask about it. I'm just dreading anything going wrong on our holiday where we need their help. Im never using them again, I’d rather pay more for the holiday. I recommend anyone find the public Facebook group and read the many horror stories on there and people desperate for help. The one tip I did learn was that when their Chatbot won’t connect you to a real person, keep typing ‘scam’ or ‘scammed’ to every question about what you need help with. Eventually you should get linked to a person.

Currently awaiting customer service to reply to me in relation to an overpayment

Booked last year easy
This year not so easy with 2 different airlines

Absolutely fantastic so easy to use and excellent prices a payment plans. Have already used them again for next holiday

Great choice and prices

Absolutely disgraceful experience with On the Beach.

We paid €2,541.12 for a family holiday and, when we were unable to travel, were told by On the Beach that the hotel had refused any refund and that there was nothing they could do.

Not believing this explanation, as I am a hotel manager I contacted the hotel directly. Not massively to my surprise, the hotel provided written evidence showing that the booking was eligible for free cancellation and that they had approved the cancellation request. We were also shown correspondence confirming this.

This means that while On the Beach was blaming the hotel, the hotel was not actually responsible for refusing the refund at all.

What is most concerning is that customers should not have to uncover the truth themselves after being given inaccurate information by the company they booked with. Had we simply accepted what we were told, we would have lost over €2,500.

I emailed On the Beach on Friday seeking an explanation as to why incorrect information was provided and why responsibility was placed on the hotel, yet I have received no response whatsoever.

The refund is only part of the issue. The bigger issue is the lack of honesty, accountability and transparency throughout this entire process. A company handling customers’ money should be held to a much higher standard.

I will be taking this matter further and sharing the evidence provided to me so that other customers can make informed decisions before booking through On the Beach.

Without the intervention of the hotel and our own persistence, we would still be out of pocket thousands of euro today.

Extremely disappointing and completely unacceptable.

I wouldn’t recommend or book with on the beach in the future.

To top it all off it took 3 days to get through their AI chats and speak with a real person.

We recently booked our holiday through On the Beach including Ryanair flights and an 11 night stay at Hotel Horitzo in Blanes and the entire holiday was excellent from start to finish.
Everything was exactly as described and met our expectations. The booking process was straightforward and all travel arrangements went smoothly. Hotel Horitzo was absolutely fabulous clean, comfortable and perfectly located directly opposite the beach. The scenery was stunning with beautiful sea views and breathtaking surroundings that made our stay even more special. Waking up to the fabulous views every morning was a real highlight. The hotel staff were friendly and helpful and the overall atmosphere was relaxing and welcoming. As a couple we had a wonderful holiday and couldn't have asked for more. We have booked with On the Beach on one other occasion and would happily book again and highly recommend both On the Beach and Hotel Horitzo to anyone looking for a stress free beach getaway in Blanes.
★★★★★

It's very easy to bookna holiday with on the beach. My only complaint is when you need to make a change there is no option you have to wait days for customer service to respond to your query to change a flight or flight time. So therefore once you book you dont have the option to change anything

Great and easy service. Great deal on flight on hotel....

Transfer was on time , hotel was perfect

Fantastic website. Can filter holidays by so many options it’s makes it so simple to find exactly what you are seeking. Seamless booking experience. No issues whatsoever - would 💯 recommend 🤩

Terrible! We have used this company for many years, but now they have invested in AI that doesn't understand any requests. In the past, I could reach a human and resolve any issue, even with the live chat. Now, it is impossible to reach customer service by phone or online; everything leads to an AI chat, which is useless.

Booked a package and didn’t realise I still had to pay for seats on the planes as well. Baggage also needs to be added on, so the holiday wasn’t long adding up once I had booked. Tried to speak to someone and it’s all AI who won’t put you through to anyone and if you send a message it won’t be replied for weeks either.

AVOID!!! On The Beach have the worst customer service I have known. Booked a holiday last year to Dubai. Despite all the restrictions with flights due to the ongoing tensions, we have stayed positive. However, I discovered that the hotel we are staying at (Fairmont Ajman) is having renovation/construction work throughout our August stay and the only pool and bar will be closed. Despite repeated attempts to use the chat function to chat with an adviser, this has been blocked by their AI function. I have sent emails and still had no reply. I have no idea where I stand at this stage. I am now looking at raising a complaint via ABTA. This was the first time I booked with OTB and will 100% be my last. Avoid this company if you want decent customer service! I never write reviews but felt I had no choice. AVOID!

Found on the beach really easy to book with, and got a great deal. Hopefully the holiday will go as smoothly!

Very easy and smooth booking. Read numerous reviews on these apartments and they look vet very nice.

Very easy to book holidays Very clear communication when booking your holiday everything went through smoothly Very happy with the booking process