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“very disappointing”

written by wraters on 10/08/2015

We booked a family holiday for 10 people in February costing nearly £10000. The booking was made in two bookings. My 19 year old daughter was to fly the day before us with her boyfriend. When she arrived she took the pre-booked private transfer and asked for our 4* all inclusive hotel, to be told that the hotel hadn't been open for over a year. The hotel we had booked wast even open when i had made the booking. I had also called On The Beach numerous times leading up our holiday to ask if we could do a hotel change as the hotel was no longer under Trip Advisor. I was told we had booked a non non-refundable room (what a joke, there was no room) so we could nt change hotels. On the beach moved my daughter to what they said was the equivalent of our hotel. My 19 year old daughter was now in a country far from home, not knowing what to do, feeling like she had no choice or she would have no where to stay. The accommodation choice from on the beach had none of the facilities we had wanted, no towels were supplied, she she couldn't even take a shower until she had been and bought a towel. The accommodation was unclean and they had to be moved rooms, which still was no way a four star rating. My daughter has spent the first day of her holiday in tears. I have called On The Beach and there response is that this is all they have and there is nothing else they can do. I would advise anyone thinking of booking a holiday with On The Beach not to do it, as my husband and i have worked all year to give our family a lovely holiday, but instead we are having to fly out tomorrow to a hotel that i know isn't going to provide my family with the holiday that we have worked so hard to enjoy. On the Beach staff refused to even let me speak to a manager.