On The Beach Holidays Reviews - www.onthebeach.co.uk

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2.2 / 5
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“Useless”

Written on: 07/04/2015

I have been trying to add an extra hold bag to an existing booking for 3 weeks and to request a twin room not a double room. I have been fobbed off,misdirected and generally messed about. I will NEVER EVER book with this useless company again. 1 star is overrating it. They are the most appalling unprofessional group of incompetents. If you phone them they cut you off after 4 minutes… Read Full Review

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“They are bad”

Written on: 07/04/2015 by vdFox313 (1 review written)

They basically provide with all the incorrect information. Dis-honest team Hungry for your money No customer service waste your time on the phone TERRIBLE DONT BOOK WITH THEM… Read Full Review

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By Onthebeachholidays

Written on: 07/04/2015

Hi, I'm sorry to hear that you have had a bad experience with us, it's not the service we expect for our customers. If you'd like to give more information then I can try and explain things for you, or if you call our customer service team we can look into your complaint for you. Unfortunately I can't take your reference number over a public forum for security reasons. Thanks - Emily

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“stole my money”

Written on: 05/04/2015 by leroyburnley (1 review written)

Last night 4/4/15 I tried booking a holiday with this company but I received an email saying payment declined so I contacted my bank and they put a temp block on card so in the meantime I decided to go through another company instead so I've booked a £3150 holiday elsewhere then I noticed that on the beach had unlawfully successfully had taken £3052 out of my account 10 hours after the original order was declined so I've today 5/4/15 spoke with my banks fraud team and also bbc's watchdog and… Read Full Review

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By Onthebeachholidays

Written on: 08/04/2015

Hi, it does state on our website that it can take up to 48 hours to process your order. When we first attempted to confirm it, you card was declined and we tried to contact you. The next day our system attempted payment again and it went through, so we confirmed the booking. At no point did you contact us after placing your order to tell us you no longer wanted this booking. I'm really sorry that you have now ended up with 2 bookings, however, we were simply confirming the order you placed with us and your consent to take the payment was given by placing the order with us. If the bank told you they had put a block on your card then this is their error as they clearly did not, and I advise you to take that up with them. I can see that we have refunded your hotel and transfers for you but unfortunately flights are non-refundable with the airline and we cannot get your money back from them. I'm so sorry for any upset this has caused you, but we have done everything that we can - Emily, On the Beach

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Leroyburnley's reply to Onthebeachholidays's Comment

Written on: 20/05/2015

How long can on the beach keep making excuses up for there unreliable ways of running your company !!!! ANYONE EVERY THINKING OF USING ON THE BEACH "DON'T YOU WILL REGRET IT I PROMISE" just read all the reviews first

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“Sorry doesn't solve everything! ”

Written on: 29/03/2015 by BRIDGET40 (1 review written)

I am travelling on Monday 30th March. Requested adding an additional passenger around the 6th March. Phoned up regularly to be told 'would be sorted in next 48hours' 'sorry for delay by the end of the week' 'we are dealing with amendments requests from the 5th of March so won't be long' this continues until the 25th of March. Eventually J gave me a break down of additional charges and I quickly gave the go head. Told it will be amended by the end of the day. IT WASNT! phoned the next day to be… Read Full Review

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Joanelizabeth's Response to BRIDGET40's Review

Written on: 02/04/2015

we are having exactly the same problem - ours still hasn't been resolved. On The Beach said a week ago that she couldn't see why they couldn't have added my friend's sister at the time. It isn't an amendment it is a potential sale for god's sake... they are useless and we will NEVER use them again. We have messaged them, emailed the complaints team, phoned them and all they say is they've got a backlog and we should be patient!!!!!

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“Holiday not as described!”

Written on: 29/03/2015 by Darrenwhite351 (1 review written)

Here is my complaint: Good Afternoon, As per conversation with your Resort Advisor I am writing to complain about the holiday which we have just returned form in Aqualand Corfu. The main reason for selecting this Hotel was the wonderful Water Park (Details of which are at the bottom of this email in Blue), I have also included the description of the hotel etc from your website. At no time during the booking process was it indicated that it was end of season and the hotel would be… Read Full Review

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By Onthebeachholidays

Written on: 30/03/2015

Hi, I'm really sorry to read about the problems you had in resort. I've spoken to the team who are dealing with this for you and they have advised that they have sent your further comments on to the hotel along with the photos you have provided. As soon as they come back to us, we will send you their response. Once again, I'm really sorry for the disappointment caused during your holiday. Thanks - Emily, On the Beach

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“ company that take money from your account”

Written on: 20/03/2015 by daviddownes (1 review written)

I booked my holiday with this company using their 3 instalment deposit scheme. I was aware that each time a deposit was taken from my account a charge of £4.95 would be charged. When they took the 2nd deposit they took it in 2 payments instead of 1 subsequently this means that you have to pay another £4.95 on top of the first £4.95. I queried this by using their messaging system also by telephone asking why this had been taken in 2 goes and they replied by saying "that the funds may not have… Read Full Review

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By Onthebeachholidays

Written on: 26/03/2015

Hi, I'm so sorry for all the confusion with your payments. I've found your booking through your name and can see that the transaction fee was taken twice due to the deposit being taken in 2 parts. While I'm unaware why this happened, I've requested that the second £4.95 be refunded to you today, this should be available for you to collect on Manage Your Booking. Once again, I'm so sorry about all of this and glad we could get this resolved for you. Thanks - Emily, On the Beach

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Daviddownes's reply to Onthebeachholidays's Comment

Written on: 29/03/2015

I have tried the link you have sent me and surprise surprise I get a message saying
" the page you were looking for does that exist."
Once again your company has proved to be incompetent.

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By Onthebeachholidays

Written on: 30/03/2015

Hi, I've just logged into your account and it seems to be working fine. You just need to log in and click the link at the top of the page, then it asks you to enter your security code to claim it. Let me know if you have any further problems - Emily, On the Beach

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“Not sure what to do now?”

Written on: 20/03/2015 by xkBarry318 (1 review written)

I've recently booked a holiday with On the Beach and we've requested to add another passenger on. As it is only 8 weeks away until we go it may be cutting it a bit fine if our 3rd passenger isn't added on. I was informed I would be contacted within 48 hours and 3 days later still not had an email or response to it. I know there is a £50 fee to add another passenger but as the other passenger and I (who have already booked) have paid for a 3 people room and not per person, will the third… Read Full Review

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By Onthebeachholidays

Written on: 20/03/2015

Hi, I'm really sorry you've not had a response to your amendment yet, we've been extremely busy. I can't take your reference number over a public forum for security reasons, but if you send us a private message on either our Facebook or Twitter pages with your reference, we will get your booking looked at straight away. Alternatively, if you could provide your full name and departure date, I could try and find your booking on our system. Thanks, Emily - On the Beach

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“UNHELPFUL .. No customer services!!”

Written on: 19/03/2015 by AbrahamHodges423 (1 review written)

Tried to make amendments to our booking over a month ago. We got a reply which was over 2 weeks later that gave me no information and totally unhelpfull and then just closed the case so i couldnt reply. So i had to start again..( another waiting game) and in the time im waiting the hotels i've requested have sold out. I sent messages asking for info on my requests and all the messages i get is sorry we are dealing with alot of amendments at the moment. Well i dont think that is good enough. As… Read Full Review

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By Onthebeachholidays

Written on: 19/03/2015

Hi, I'm so sorry to hear about the trouble you've had with making an amendment to your booking, we are extremely busy with them at the moment and our staff are trying their best to complete them as quickly as possible, but I understand how that doesn't help you. It's disappointing to read that you've had to cancel your hotel and I really hope that you are able to find one that you're happy with. If you would like to give us the opportunity to change your opinion of us and find you one, please don't hesitate to get in touch and ask for myself. Once again, I'm very sorry that the service you received was not at the standard we would hope. Thanks - Emily, On the Beach

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Love2Chill's Comment

Written on: 21/03/2015

Do you have a direct email address so i could send you my number to contact me please? To try and resolve the issues i have at the moment.

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By Onthebeachholidays

Written on: 23/03/2015

Please send an email to us and I will try my best to help - Emily, On the Beach

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Love2Chill's Comment

Written on: 23/03/2015

Do you have a direct email address so i could send you my number to contact me please? To try and resolve the issues i have at the moment.

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By Onthebeachholidays

Written on: 24/03/2015

I'm really sorry, review centre won't allow me to send an email address in the comments (I tried to on my last comment). If you give us a call, or contact us via social media, we will do everything we can - Emily

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Love2Chill's Comment

Written on: 31/03/2015

I rang up several times... No one in the call centre knows of anyone by your name.. Apparently!!

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“On The Beach”

Written on: 17/03/2015 by assumption (1 review written)

Just booked a holiday last minute with on the beach. Followed all the process names extras transfers. Credit card details. Received confirmation of booking. I found quite strange it was provisional. I received a call this morning telling me that the holiday was not available. Surely as I explained to them I did not advertise this holiday they did and that I followed all your online procedures as requested on your booking system . I asked why did you not call me last night as you say you are… Read Full Review

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By Onthebeachholidays

Written on: 18/03/2015

Hi, thank you for your comments. I'm sorry you were affected by a price increase, unfortunately in this can happen from time to time and is completely out of our control. We make it clear on the website and on your email that booking confirmation can take up to 48 hours. Almost all of our bookings (more than 95%) are confirmed straight away. However, due to the nature of the travel industry and the many supplier feeds and technologies that update our website, unfortunately not all bookings can be confirmed straight away (as per our terms and conditions). As you know, when this happens we contact the customer with a choice to either accept the updated price, look for a different holiday within budget or cancel the booking altogether if this cannot be done (free of charge - as no money is ever taken at this point). This is the way all online travel agents work and our team works hard to keep our website as up to date as possible and to reduce the impact of this to our customers, however I am very sorry you were affected by this.Thanks, Emily - On the Beach

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“I would nver reccomend this site to anyone terrible...”

Written on: 02/03/2015 by EastonMacKay21 (1 review written)

This site is totally terrible, i made a booking and ended up with the wrong depature dates and wrong departure airport. called customer service to rectify this. they were not helpful at all and also issued me with further charges to fly out on dates i require and to still go from the wrong airport, so they did not resolve my issue and continued to be unhelpful was disgusted by the service i would nver reccomend this site to anyone, stay well away unless you have money to throw away… Read Full Review

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By Onthebeachholidays

Written on: 06/03/2015

Hi, it's really disappointing to read your comments. When you place an order on our website, our system will check availability and confirm everything for you straight away. This means that if you need to make any amendments to your booking, we have to pass on any fees from the airline and hotel supplier which can unfortunately be quite costly and are entirely out of our control. If you would like us to listen to any of the calls between you and our advisors then please get in touch and we can do so as this isn't what we expect for our customers. Once again, I'm sorry for any inconvenience this has caused you - Emily, On the Beach

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“No point booking as they don't have intend to honour. ”

Written on: 27/02/2015 by Ninnivah (1 review written)

So we booked and paid for a holiday to Turkey, granted the booking says it can take upto 48hrs. Get a phone call the next day to say flight sold out and it would be £1000 more!!! I truly believe that the price we booked the holiday for was a totally untrue and made up price that was only used to lure us into purchasing our holiday with them. We are very frequent holiday makers who have used many online companies before and who's prices never change once my card details have been taken. Using… Read Full Review

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By Onthebeachholidays

Written on: 03/03/2015

Hi,

Thank you for your comments. Firstly, at no point was any money taken from your account. As you mentioned in your review, we make it very clear that booking confirmation can take up to 48 hours.

Almost all of our bookings (more than 95%) are confirmed straight away. However, due to the nature of the travel industry and the many supplier feeds and technologies that update our website, unfortunately not all bookings can be confirmed straight away (as per our terms and conditions and detail throughout the website).

As you know, when this happens we contact the customer with a choice to either accept the updated price, look for a different holiday within budget or cancel the booking altogether if this cannot be done (free of charge - as no money is ever taken at this point). This is the way all online travel agents work and our team works hard to keep our website as up to date as possible, and to reduce the impact of this to our customers.

We are sorry you remain unhappy, good luck finding your holiday.

Kind regards,
On the Beach

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“Shocking company ”

Written on: 27/02/2015 by Key777 (1 review written)

I booked a holiday through on the beach, however due to emergency circumstance I'v asked to change the date of my holiday, it's took on the beach 15 days to reply ( that's through me ringing near enough everyday) which has cost me a fortune, they have come back with a figure of £211 for the flight changes although the flights on the date I want to change it to are cheaper than original a fee of £25 extra for the hotel and an £80 admin fee with a total cost of £316!!! I understand the charge… Read Full Review

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By Onthebeachholidays

Written on: 03/03/2015

Hi, I'm really sorry to hear this. When you have to make a change to your booking, it can sometimes be quite expensive due to the fees from the airlines. Unfortunately this would be the same with any online travel agent as we have to pass the costs from the suppliers on to the customer. If the change is due to medical reasons or anything like that then you may be able to claim for this. I would advise you to contact your insurance company to see if this is an option. Once again, I'm sorry for any disappointment - Emily, On the Beach

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“SHOCKING COMPANY”

Written on: 26/02/2015 by Martinezry20 (1 review written)

I have been laughed at down the phone, been told I'm wasting their time as they work on commission. Been told I'm due to receive phone calls and never received them! The only complaint I can put in is writing - yet on all websites where I've read about them receiving written complaints they simply close the case that doesn't surprise me! Every single member of the team gives you different excuses, reasons, some agree and some just laugh at you! Absolutely disgusting customer service they… Read Full Review

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“terrible company”

Written on: 25/02/2015 by rally200 (1 review written)

i can not tell folk how much i despise this company booked a hols to paphos , paid the asking price with my card, got a e mail saying thank you for booking with on the beach, so to my mind the holiday was booked and paid for, went into work the next day and booked the Wednesday to wednesday off work which wasn't easy because i had to break the the weeks up and gaffer was not to happy that evening i booked the car hire and parking at airport the next day i got a phone call from on the beach… Read Full Review

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By Onthebeachholidays

Written on: 27/02/2015

Hi , I'm sorry you were affected by a price increase, this is unfortunately how all online travel agents work and is completely out of our control. When you place an order on our website, it is a request and nothing is confirmed for you until you have received your confirmation email; this is all explained on our website and it asks if you have read and understood this before confirming. We send you an email thanking you for placing your order, however this email also states that it can take up to 48 hours to receive your confirmation. This happens on less than 5% of our bookings and we are the most up to date online travel agent on the market, however things like this can occasionally happen as flight prices fluctuate several times a day. At this point we don't take any payment and we call you to explain your options, one of which is of course to cancel. Once again, I'm really sorry you were affected by this, unfortunately it's completely out of our hands - Emily, On the Beach

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“Company should be closed down. SHOCKING!!”

Written on: 25/02/2015 by Betty11 (1 review written)

Booked flights for a holiday for my daughters 18th birthday. Booked a hotel through a different company now that we had flights booked and relaxed knowing it was all booked. Told our excited daughter about the hol and everything was great... Until the next day.... On the beach ring us telling us that there has been a mistake and if we want the tickets then we have to pay another £725. Then say we have to be quick as only 9 seats left on plane (we want 5). We already went over budget with… Read Full Review

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By Onthebeachholidays

Written on: 27/02/2015

Hi, I'm sorry you were affected by a price increase, this is unfortunately how all online travel agents work and is completely out of our control. When you place an order on our website, it is a request and nothing is confirmed for you until you have received your confirmation email; this is all explained on our website and it asks if you have read and understood this before confirming. We send you an email stating that it can take up to 48 hours to receive this confirmation. Airlines will increase their seat prices every 9 seats that are sold, so when you placed your order, there will not have been 5 seats left in the price band showing on our website. This happens on less than 5% of our bookings and we are the most up to date online travel agent on the market, however things like this can occasionally happen. At this point we don't take any payment and we call you to explain your options. Once again, I'm really sorry you were affected by this and do hope that you have a lovely holiday - Emily, On the Beach

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Betty11's reply to Onthebeachholidays's Comment

Written on: 27/02/2015

That isn't true. The lady on the phone said there was a 'mistake' with the price. She said she was trying to contact the head person from The airline but couldn't get through to them. We had been following the prices for a month so you hadn't sold any tickets in a month? Also the prices are still exactly the same now as they were when we booked them on the Internet so there hasnt been a price increase. You trick people by leading them to think that they are getting a good deal until close to departure date when you call them and say there is a problem with flights/hotel and you offer them something else but much more expensive. You know you can do that because they would lose their flights/hotel if they didn't go with your option as it would already be booked. Just read back at past reviews to know this is true.
I will never deal with your company again and hopefully people reading these reviews won't make the mistake as us and book through you.

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“Stay clear”

Written on: 21/02/2015 by kass222 (2 reviews written)

I used this company in the summer 2013, we booked a package holiday going to Spain(flights and hotel. 3 weeks before departure, I informed them of my intention to change holiday destination to a different location. I had an exchange of emails that did not make any sense and ended up going to my original destination. Useless hopeless customer service. … Read Full Review

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By Onthebeachholidays

Written on: 24/02/2015

Hi, I'm sorry to read that you were disappointed with our service. We don't sell package holidays, we allow you to dynamically package your own holiday from a wide selection of flights and hotels. If you want to make a change to your booking, we have to contact the airlines and hotel suppliers in order to do this. This is why a quote can't be provided immediately, however we do our best to get a response as soon as possible. Changing your holiday 3 weeks before departure to another destination would have incurred a lot of costs as airlines and some hotel suppliers are non-refundable. Once again, I'm sorry the customer service you received left you disappointed - Emily, On the Beach

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“STAY CLEAR”

Written on: 07/02/2015 by OmariEvans167 (1 review written)

Booked a simple return flight to Bulgaria 8/6/15 for two weeks. Went into manage my booking and ..no flight listed. Phoned them. Said someone hadnt 'pushed' the confirmation to me. Received all the details and found 2 luggage bags were missing from the booking. Rang them. They said that i couldnt have added bags to the booking at the time as the system wouldnt have let me. So everone on the flight in that case would arrive with no hold luggage yeah? And the plane would be so light? Yeah?… Read Full Review

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By Onthebeachholidays

Written on: 10/02/2015

Hi, it's disappointing to see that you're unhappy with our service. Sometimes it can take 48 hours to confirm your booking which is why it may not have been showing on Manage Your Booking straight away. I'm not aware of your booking myself and can't take your reference number over a public forum so it's difficult for me to comment on the issue you've had with your baggage. Our system books whatever comes through to us via the site. If you speak to a member of our customer service team then they will be able to explain this in more detail and find out what's happened. I hope we can get this resolved for you. Thanks - Emily, On the Beach

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Suggs108's Comment

Written on: 10/02/2015

Update.Theyve phoned me to say i was right all along. No apology. Nothing. Be VERY careful with this company

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“Booked two seperate holidays by mistake.”

Written on: 02/02/2015 by spartacus7890 (1 review written)

As I write this I am seething. I was about to book a holiday on Friday 30/1/15 when we suddleny realised before we were about to confirm the holiday that our return flight was to be Gatwick. We fly out of Luton. So I stopped there and then and paged back to the beginning. We found a holiday from Luton and a return to Luton. I went to checkout and paid the deposit (which I now realise was two deposits) We recieved an e-mail confirming thay booking. It was also the only holiday that appeared in… Read Full Review

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By Onthebeachholidays

Written on: 03/02/2015

Hi, I'm sorry you have had two bookings confirmed for you, our system confirms anything that is submitted on the website. If you have alerted our customer service team about this then they will do everything they can to get you a refund from the suppliers, however flights are usually non-refundable with the airline. They may agree to do this if it is a duplicate booking however, so hopefully our agents will be able to get this sorted for you. I hope we can get this resolved - Emily, On the Beach

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“On The Beach (customer service ) phone ”

Written on: 31/01/2015 by shane_007 (1 review written)

I booked a holiday online for my friend and i to Turkey for her birthday we booked every component carefully and ticking it of a list as i go to signify that Ive booked it i then i waited for the email confirmation to come through and low and behold the insurance email didnt come through so i rang OTB and they swore blind i didnt press the button and practically called me a liar and a fool but i knew i did for sure he then said that i couldnt reorder it because its only available at the time… Read Full Review

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By Onthebeachholidays

Written on: 02/02/2015

Hi, I'm sorry you were disappointed with our service. Our system will book whatever has come through to us via the website. I'm afraid we are only able to add insurance on at the time of booking, however if you contact our insurance broker, 'Rush Insurance’ and give them your MYB reference number, Rush will then add this to your booking and email us once complete. Hope this helps - Emily

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Suggs108's Response to shane_007's Review

Written on: 10/02/2015

See above . My Review. Suggs108. Similar. Made out to be a liar. Ours was baggage. Maybe BBC watchdog needs to know??

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“The Worst Travel Agents I Have Ever Dealt With”

Written on: 26/01/2015 by IsiahSmith (1 review written)

Firstly do not trust their list of hotels as being the Star Ratings that they promise you as they are not. Whatever you do rather than believe this company do your research on trip adviser and see what other people have said about the hotels. Secondly contacting them to get anything done is a nightmare and nothing gets done. Thirdly they stated to me that they are not accountable to anyone so you can't complain about them when things go wrong. So that's not much motivation for them getting… Read Full Review

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By Onthebeachholidays

Written on: 27/01/2015

Hi, I'm sorry to see that you are disappointed with our service, the star ratings on our website are taken from the hotel websites and from our suppliers. We provide TripAdvisor reviews for nearly all of the hotels we feature on our website, these are placed there so that our customer's can research the hotels they are looking at and make their own decisions based on other people's reviews. We sell a range of hotels, from 1 star to 5 star, as customer's have different requirements, it's therefore important to research the hotel beforehand.

Please be assured that if you have a complaint, we do everything we can to resolve this for you. As we are an online travel agent, we have to pass any complaints you have onto the hotel supplier through which your hotel was booked for them to investigate. If you have sent through your complaint to us, please contact us on the live chat function on our website's 'contact us' page so that we can chase this for you and find out where we're up to.

Once again, I'm really sorry that you had a disappointing holiday experience and I hope that we can get this resolved for you - Emily, On the Beach

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Chriswaywell's Comment

Written on: 01/02/2015

No you are liars. No action is ever taken when messages are sent to you. I am going to report you to everyone I can including my credit card company. All I wanted was a change of hotel and you failed me on this.

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By Onthebeachholidays

Written on: 02/02/2015

Hi, I have found your booking. I can see that you sent us through a change request for your hotel. We have sent you back a quote for this which is the difference in cost between your original hotel and the one you would like to change to. We have waivered all our admin fees and have quoted the current difference in hotel costs with our suppliers. I can see you have sent a message today about this, so I have spoken to our amendments team and they have confirmed that they will respond to you shortly - Emily

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