Written on: 06/03/2013 by LeighandSteve (1 review written)
I am absolutely fuming- I have never had such a bad experience with a holiday company or any company in my life!
Firstly, despite 2 phone calls and messages, I was never given any booking confirmaiton for my holiday. I called twice and repeatedly told them my email address letter by letter and even when they said they were sending it over while I was on the phone, it never came through. They told me they didnt know why it wasnt coming through but that I could go onto their 'Manage my Booking' section on their website and see details that way. Ok so that wasnt too much of a problem.
A couple of days after booking the holiday for me and 2 of my friends, I had to add on a passenger and i had to email through their 'manage my booking' section to ask this. I was told i needed to say the name of the passenger and that was it. It then turned out that they had automatically booked this passenger with hold baggage even though i had NOT asked for this. They told me they had added it as the quote was based on the original booking I had. This didn't make sense as my original booking was for three people and I only had 1 hold baggage BETWEEN US. WHY WOULD THEY ASSUME MY ADD ON PASSENGER WOULD HAVE HOLD BAGGAGE IF THIS WAS THE CASE??? Anyway, they said they had told me this when they quoted me the additional cost of the add on passenger- This is the email they wrote:'The quote is based on the same room, 1 bed apartment sleeping 4 persons, flights with luggage and transfer to resort'. Personally I think this sounds like they are telling me the quote as a whole and not telling me that the new passenger had been booked with luggage..... As I was disputing this with the rep over the phone, he told me they could not remove the baggage from the booking..WHY????
I then found out that the low deposit I have paid at the time of booking was not the whole deposit. They said I had to pay another £350.00 28 days later and that the remaining balance was due 4 weeks before the going away date. I explained that I was never aware of this or told this and they said they had emailed me this information. I then said that I never received any emails from them (as I said at the beginning) and the idiot on the phone simply said "well it was sent, the reason you never got it i don't know maybe something to do with your email provider". I disputed this with him profusely and he then told me I was breaking up (I was calling on a house phone)and hung up on me!!! UNBELIEVABLE!!
Other issues with this horrible company: 1. When you add on a passenger, you have to pay the full amount for that person plus the extortionate admin charges at the time of adding them on. 2. They DO NOT email you confirmation of what you are paying for and DO NOT BREAK DOWN THE COSTS- they just tell you an overall price. If you want a breakdown you have to request this in an email.
I have never written a negative review in my life and I hope I will never have to again. I just really hope after reading this you do not book through On The Beach anyway. My brother told me he had two very bad experiences through this company and i went ahead and booked through them anyway. I wish to god I never did. At the time of writing this email I havent even been on the holiday yet so watch this space... there might be more reviews coming....lol!!