Written on: 24/08/2013
I booked a holiday early in January 2013 to try and get a really good price.
I chose to go to Santa Ponsa in August 2013.
One month before I was due to go I thought I would phone the hotel just to let them know that i was arriving in late, I was then passed on to the manager of the hotel and he let me know that i never had a reservation with them.
I called On The Beach and they had told me that it was probably just a linkage problem and that everything should be fine. They told me that they would not be able to do anything for about 4 days which i was not really happy about.
I then got another call from the manager of the hotel and he had informed me that on the beach do this all the time. So, i went back on the phone to on the beach and demanded something to happen quicker, this is when I was told that it was not really their fault and that they were just the travel agent???
My atol certificate and my hotel voucher says that i was staying in the Holiday PARK but when you read the fine print of the hotel voucher it says that i was staying in Holiday CENTER.
I finally agreed to stay in Holiday Center and got some money back, but not much as the Holiday Park hotel was a much more expensive hotel than Holiday Center.
So in August i arrive at Holiday Center after 10pm at night after travelling a full day with my family and as soon as I arrived i was met by a few irish families that said," Good luck mate, the hotel's double booked"
I went to reception and i was greeted by a very horrible old spanish lady which basically said,"You are staying in Sun Beach as we've double booked"
I stayed in Sun Beach for one night only(SUN BEACH IS AN ADULT ONLY HOTEL, READ THE TERRIBLE REVIEWS ON TRIPADVISOR)
I then spent most of my 2nd day on the phone to on the beach to try and get this sorted.
I was constantly told that they had e-mailed the agent that they had booked my holiday with and were waiting a reply. (DOES NO ONE USE PHONES ANYMORE!!!)
Anyway, i was finally sent a text from on the beach to say that they managed to get us booked in to the hotel and that i was to make my way up to the hotel to check in. We went back to sun beach, quickly packed our bags and made our way back to Holiday Center.
When i arrived at Holiday center we went up to the reception and the manager told me yet again that they did not have a room for us. This then broke out into an argument and finally we got a room.
This happened every day to many different families and all of them got the same treatment from on the beach. (Although there was other agencies involved, even Thomsons)
One night i came in and there was about 15 families with very young kids / babies sleeping in the hotel reception.
I posted my complaint on the on the beach website and i've still not heard anything. Then when i went to check my complaint i noticed that it had been deleted so i've reposted.
If you are booking with www.onthebeach.co.uk then double check all the paper work. They have even been on watchdog Bbc.co.uk/programmes/b006mg74/features/on-the-beach
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Written by west1246