Report Abuse

“On The Beach: Zero customer service, and PENDING...”

written by Bennett55 on 29/06/2015

I've booked with OTB three times now over the past four years, and each time I've gotten really annoyed. First time, I needed to make a change after I booked, and this was virtually impossible both online and getting through to CS on their premium rate number that nobody answers. Disgraceful.

Second time, even though I was paying as I should (in installments), I kept getting emails from their 'credit' department threatening me with various things if I didn't pay immediately. At least they 'sort of' apologised once I pointed out to them that I was going by the agreement THEY created.

This most recent time, I spent hours looking for an affordable holiday, finally found one, and choose to make a £500 deposit. OTB has now raised the cost of the first time 'deposit' far far higher than it used to be. You only used to have to pay £50 per person for deposit, now it's more like £250 per person - this means some people cannot afford to pay or go on holiday at all, least not through OTB. Really made me angry, that.

Then, once I paid the deposit, which is most of my wage, I got an email saying my holiday was only 'provisional' and 'pending...'

Excuse me, WTF????? PENDING???? There was no mention of this anywhere on the website, should have been clear before you leave your card details.

I have heard other people say they later get a phone call or email from OTB staff asking for more money with some excuse that rates have changed. This should be illegal!

On the good side, I have not have problems once I've arrived at the destination - they knew we were coming, etc werent turned away like other people write about. Transfers have been reliable, as flights. Touch wood that will continue, which is why I put up with the other nonsense.

The more people who complain about the whole 'pending' business, hopefully they will be forced to change this back. Also the more who complain about first deposits being too high now, they will reduce the amount.

Finally, never, ever, trust OTB's description of the hotel alone. Always read TripAdvisor reviews, both the good and the bad ones. If too many people are saying the same thing - eg dirty rooms, rude staff, then you can assume it's true.

Company also should offer more than 'bog standard' destinations. Would be nice if they offered holidays to, say, Corsica, Sardinia, South of France, Sicily, etc. but it's mostly high British tourist places - it doesnt have to be limited to that, does it?