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★☆☆☆☆

“On The Beach - Cheats”

written by Hopper1994 on 19/07/2014

I would recommend caution using On The Beach. We had a holiday booked with them which we had saved for and were very much looking foward to. It was all paid for and the vouchers downloaded ready to travel. The night before we were due to travel we noticed we'd received an email with a new voucher for a different hotel on the other side of the Island. It was late at night and we were travelling early the following morning. We set off to the airport and tried to contact them en-route. After lengthy delays in getting hold of a human being we were told to fly anyway and we would be advised when we arrived. To cut a long story short, our booking at the hotel we'd saved up for had been cancelled and we were re-routed to a cheaper, less desirable hotel. We rather naively didn't unpack and waited a day to keep being told someone would come back to us - they were trying to sort it out. At every point we were told we would receive a call, we didn't. We finally asked the young girl what action they were taking, she told us that their agent was trying to get a full refund from the hotel we were at. We then concluded that it was unlikely that the hotel we were in who had presumably taken their booking in good faith were likely to grant a refund, we had kids dealing with our complaint who clearly had not authority to dig us back out of the situation in which we'd been placed and we decided to make the best of the remaining days we had. The youngster was unable to allow us to speak to anyone in charge and continued to answer our questions with scripted answers designed to get us off the line. On our return, we've complained but unsurprisingly heard nothing. We checked both hotels and the difference in price was over £1000. I estimate we spent at leat £100 on the phone trying to resolve the problem. We since received an email from the Hotel we should have been at, asking us how it was. Since we've had no response from On the Beach, we can only conclude we have been cheated through at best their negligence and at worst with their full knowledge.

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