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

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“Great Holiday in Africa”

Written on: 27/04/2015 by joehealy91 (0 reviews written)

We had a very good holiday at a reasonable price and do not regret arranging it through on the Beach. Would definitely love to recommend them to others… Read Full Review

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By Onthebeachholidays

Written on: 29/04/2015

Hi, That's great to hear! Thank you so much for leaving feedback, we look forward to you having many more happy holidays with us :)

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“Poor customer service”

Written on: 27/04/2015 by PiperWood (1 review written)

I booked a holiday with on the beach a few months ago. My husband works on/off shore. 2 weeks on 2 off. At the time we booked it worked in with husbands shift pattern. However due to falling oil prices he was paid off. He has since got a new job but his new shift pattern doesn't work in with holidays. We contacted otb to which we were told 10 days to get a reply, tho on the website it advises 48 hours max. So that's 1st complaint. As we fly out in May we need to know before 10 days as my… Read Full Review

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“DO NOT BOOK WITH THEM”

Written on: 26/04/2015 by 428Hickey (1 review written)

We booked an all inclusive holiday to crete a few months before the holiday date. A week before we were meant to go on holiday my mother passed away and funeral was at the time we were meant to be away. I rang on the beach straight away to try change the dates only to get the most rude customer service agent who told me they wouldn't do anything outside of the 14 days and it wasn't their problem and it's not me or my partner who died ! This comment was beyond shocking and very insensitive. The… Read Full Review

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By Onthebeachholidays

Written on: 29/04/2015

Hi, I'm sorry to hear this, this is certainly not the service we expect for our customers and I am so sorry for your loss. I cannot take your reference number over a public forum for security reasons, however, we would like to listen to the calls between yourself and the customer service agent so measures can be taken. I'm not sure what email address you have contacted us via, as we don't have an email address for customer queries. If you send us a message on the Manage Your Booking section on our website, or call our customer service number, we can look at getting your hotel cancelled and investigate the service you have received. Thanks

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“AVOID!! not flexible when making changes and rip you off”

Written on: 24/04/2015 by Arnoldfs321 (1 review written)

Have used on the beach previously never made any changes on booking, This time tried to change dates they took a week to reply back and give me price for change tried to charge for whole new flights when airline said it should be just the difference in price between flights take forever to respond and customer service take over 30mins to answer phone made my holiday cost a fortune will never use again, AVOiD if Possible… Read Full Review

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By Onthebeachholidays

Written on: 29/04/2015

Hi, I'm sorry you were disappointed with our service, we have been extremely busy and are getting through amendments as quickly as possible. We take the cost to make a change directly from the suppliers, so if making a change to your flights, they will charge the difference in flight cost but also amendments fees which can be quite costly. If you would like any more information, please send us a message on 'Manage Your Booking' on our website and we will do our best to help

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“Worst Holiday of my Life”

Written on: 23/04/2015 by Smurfette74 (1 review written)

Ruined my holiday only to spend the whole time trying to correct the errors and promises made by On The Beach. Do no Use this company. They promise refunds that never happen they promise compensation that never happens, they promise call backs that never happen and worst of all they promise customer service which definitely does not happen. I spent a week in a great hotel and flew out with Easyjet which was all great but the communication from on the beach caused us to be requested to check… Read Full Review

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By Onthebeachholidays

Written on: 29/04/2015

Hi, I'm really sorry to hear you were disappointed with our service. If you have sent your complaint through then we will, of course, investigate this and find out what happened. We can then hopefully get this resolved to a point where you're happy with the outcome. Please allow us time to respond to your complaint and we will contact you ASAP. Thanks

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“Ok if no changes! ”

Written on: 22/04/2015 by Dbloor66 (1 review written)

I have used on the beach many times and previously overall have mostly been satisfied. However on two occasions I have needed to make changes and this is when the fun starts! The agents gave me wrong information and took one month to resolve my query. Have recently sent in another amendment and their website states they will be in touch within 48 hours. Yeh right!!! I phoned them Sunday to see if it would be quicker on the phone to be told (after 15 mins of holding on) that it had to be… Read Full Review

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By Onthebeachholidays

Written on: 23/04/2015

Hi, I'm not aware of your booking myself and can't take your reference number over a public forum for security reasons, but I'm sorry to hear about the trouble you've had making an amendment. We're extremely busy at the moment and are getting through requests as quickly as possible. Unfortunately, all requests have to be done online as they're placed in a queuing system and it also reduces the need for call listening requests which can delay things even further. If you have access to Facebook or Twitter, please send us a private message with your reference number and we can see if we can speed up the process. Thanks a lot - Emily, On the Beach

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Dbloor66's reply to Onthebeachholidays's Comment

Written on: 24/04/2015

Sent in my request on 19th April. Still no response. Have sent a fb message to you and hopefully I may get a quicker reply. Why state 48 hours when you clearly can't meet this deadline??

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Dbloor66's reply to Dbloor66's Comment

Written on: 28/04/2015

Thank you as soon as I put my complaint in here my request was dealt with immediately!!

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“Rip Off!!! Never use again!!”

Written on: 20/04/2015 by yasmeen1 (1 review written)

Booked with OTB only to find the price had increased. Several excuses regarding Ryanair booking system being down all day however, automated phone stated OTB had a technical fault. As a result ending up paying an extra £150 for flights to Barcelona. Poor service with OTB no apology/explanation and will not recommend OTB to anyone and would warn others to stay clear!! Complaints procedure only by post with no service level agreements stating response time. Shocking customer service and not very… Read Full Review

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By Onthebeachholidays

Written on: 21/04/2015

Hi, thank you for your comments. I'm sorry you were affected by a price increase, unfortunately 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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Kell40's reply to Onthebeachholidays's Comment

Written on: 01/05/2015

in statement above you say online bookings
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).
I booked online with you and you rang to say prices had gone up I said I didn't want to pay the extra got email from you saying that Thank you for your enquiry with OntheBeach we apologise that we were unable to help you further at this time.
Should you have any more questions or would like another quote please do not hesitate to contact us
but you have taken my deposit from my bank it is showing up on my statement how and when do I get this back

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By Onthebeachholidays

Written on: 12/05/2015

Hi, you will need to contact our customer service team in regards to this as I can't take your reference number over a public forum. I'm really sorry if your deposit was taken and we couldn't confirm it. This is not normal practice and our customer service team will be able to advise you about your refund. Thanks - Emily, On the Beach

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“A joke!”

Written on: 15/04/2015 by 156Maloney (1 review written)

Booked a holiday and paid deposit (£700) only to receive an email 2 months later to say flights were cancelled. After calling them, no other flights so had to cancel holiday. Said I would receive refund within 7 - 10 days! 5 weeks on I received part of the refund around 3 weeks ago but still due 295. After numerous phone calls which cost a fortune, them asking me to contact ryanair myself to resolve it and a letter of complaint (with no reply) I have now contacted ABTA to try and get my money… Read Full Review

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By Onthebeachholidays

Written on: 16/04/2015

Hi, I'm sorry to hear that your flight was cancelled with the airline. Unfortunately things like this are completely out of our control and we have to wait for the airline to refund the money to us before we can refund this to you. I'm not aware of the booking myself and can't take your reference number over a public forum to better advise. If you send me your full name then I can try and search for your booking and see if I can help - Emily, On the Beach

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“Awful terrible SCANDLOUS!!!,”

Written on: 13/04/2015 by Cadbury03 (1 review written)

Partner and I booked holiday for this July through ON THE BEACH full payment went through however after few hours we received a phone call from on the beach saying hotel was fully booked!!! Never had I paid for a hotel to be told it wasn't available in first place! We were told we could choose another hotel which we did and told first holiday would be cancelled and refunded!!! However after a few days partner checked his card to find it had not been refunded and in fact now had two FULL… Read Full Review

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By Onthebeachholidays

Written on: 14/04/2015

Hi, I'm not aware of your booking myself and I can't take your reference number over a public forum for security reasons, so I'm not sure what's happened with your booking. From what you've said, it sounds like you're due a refund from the first booking but I would need to listen to the calls and have a look at the booking notes, would you be able to send me the lead passenger's full name and I'll see if I can find your booking on our system? - Emily, On the Beach

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Cadbury03's reply to Onthebeachholidays's Comment

Written on: 14/04/2015

Do you have an email address I can send the details you require as not sure If I reply to your message on here if everyone can see?

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By Onthebeachholidays

Written on: 15/04/2015

Hi, unfortunately we cannot send email addresses as review centre removes them from the comments. If you have access to our Facebook or Twitter pages then please send us a message on there and we can take a look. I'm sorry, it's really difficult to communicate on this site as we can't take your booking info over a public forum - Emily

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“nightmare to make changes and lots of hidden costs !”

Written on: 13/04/2015 by JohnnyNunez367 (1 review written)

BEWARE .. i didn't read the terms and conditions where it states "charges will be applied at on the beach's discretion" .. their charges vary from day to day to make the smallest of changes from £40 to as much as £150 to cancel a booking ... they take weeks to respond to online messaging, they do not keep a record online of all the messages you send, and come back with generic responses that do not resolve/answer your query. I was notified they had made one change i requested, for ¢40! I… Read Full Review

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By Onthebeachholidays

Written on: 14/04/2015

Hi, as with all providers, amendment fees apply, the majority of which come directly from the suppliers with which your holiday has been booked and are entirely out of our control unfortunately. If you are making changes or cancellations regarding your flights, then the fees from the airlines can be quite high. We do keep a record of all messages sent via MYB, but I'm sorry you were unhappy with the responses.
I've tried searching your name on our system but am unable to find your booking, please could you send through the lead passenger's first name so I can take a look at your booking and see what's happened? (We can't take reference numbers over a public forum for security reasons). Thanks - Emily, On the Beach

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Pais_X's Comment

Written on: 17/04/2015

I'm in the process of having the worse service ever. I fly in 2 weeks and they still have done the appropriate changed even though they have the cheek to take full payment plus £80 amended fee plus a further £269 for changing a few days later!
I keep emailing and they avoid my query I've been waiting for a manager call back twice for the past week and run up a £90 phone bill to Hong them from my mobile trying to sort it whilst at work! Absolutely disgusting! Never again will I use them!

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“No help what so ever”

Written on: 13/04/2015 by Roach1949 (1 review written)

First of all my surname is incorrect although I am the lead name and the person paying the did not query this. I am trying to cancel my mum off the booking for 27/4 but no one can help just want there money today no one to help me now they have put a payment through and made me over drawn as I had not transferred the balance now threatening with more charges. I wanted to cancel the holiday or move to another date but no human can talk to me DISGUSTING DISGUSTING DISGUSTING… Read Full Review

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By Onthebeachholidays

Written on: 13/04/2015

Hi, I've just had a search of your surname on our system but am not 100% sure which booking is yours. I can't take your booking reference over a public forum for security reasons so please can you tell me the lead passenger's full name and I will have a look for you? - Emily

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“Bad!!! Do Not Use”

Written on: 13/04/2015 by Karley333 (1 review written)

They do not state it clearly that they charge 4.95 for each payment, fair enough you pay once for admin fee.But this was a joke lost money for no reason! Would not reccomend!!!… Read Full Review

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By Onthebeachholidays

Written on: 13/04/2015

Hi, there is a £4.95 charge for those paying through our low deposit scheme. This is stated in our terms of business and again on the booking summary page under your payment options, but I'm sorry you missed this. With our deposit scheme, you can pay off your balance 2 weeks before you fly, so I'd advise to save up and make one payment rather than pay bit by bit so that you avoid the transaction fee. Hope this helps - Emily

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“Taken money without authorisation”

Written on: 12/04/2015 by Murdock170 (1 review written)

after booking and paying two instalments both of which had the surcharge included, I found an obscure payment to on the beach for £10.00. When I contacted them they had no idea why this had been taken and no record of it. It's on my bank statement so I have a record of it which I copied and pasted to them in an email. No response from that and after three lengthy expensive phone calls it is still unresolved.  I would have expected it to be refunded by now at the very least. Disgusting service… Read Full Review

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By Onthebeachholidays

Written on: 13/04/2015

Hi, I'm not aware of your booking myself and can't take your reference number over a public forum. I'd advise you to get the authorisation code of the transaction from your bank and send it on to us. We can then track the payment with our finance team and find out what has happened. I'm sorry for any inconvenience this has caused you - Emily, On the Beach

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“Useless Company ”

Written on: 08/04/2015 by miskyg29 (1 review written)

I am absolutely livid with this useless company. I have been waiting for 18 days to receive a price for an amendment. It states on their website this will take 48 hours. This is a blatant lie. Their customer service department have the ability to pick up a telephone and put it down and give out no information apart from them telling me they dont blame me for being angry due to waiting time but they can do nothing !! I holiday 4 times each year and stupidly used this useless company for… Read Full Review

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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 (2 reviews 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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