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

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“cheap holidays but poor after service”

Written on: 27/07/2014 by paulnclare (1 review written)

after paying nearly one thousand pounds for 2 adults and 1 child for a week all inclusive in tunisia the problems started the moment we landed, we was taken by coach to the wrong hotel (even though we told the driver we are not booked in at that hotel) he showed us his paperwork and my name was indeed down for a different hotel and said we had been upgraded, but after 4 hours of spending time at the wrong hotel we was told to make our own way to the original hotel by taxi (we had to pay). we… Read Full Review

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“On The Beach Sales Rep”

Written on: 04/07/2014 by JanessaHewitt (1 review written)

I had gone to Turkey with my husband.. However the next morning we was greeted by our holiday rep. He has sold us five excursions trips. however we had clearly started that we did not want to do an excursions where there would partying and drinking involved. He assured us that none of the excursions involved the above. However we were thoroughly disappointed. 'The dinner Cruise' that we had booked consisted of a boat playing very loud music and a lot of drinking.. And our rep had us thinking… Read Full Review

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“Recently booked a hen party to Marbella through on the...”

Written on: 06/06/2014 by Karterk149 (1 review written)

Recently booked a hen party to Marbella through on the beach, on chekcing ht ebooking notice that 2 surnames were mispelled by one letter each, after endless attempts to contact on the beach  was advised that in order to correct this, bearing in mind the holiday is another 2 months away, wehavent yet checked in or printed boarding passes etc, that we would be charged the 'travel supplier fee' (in our case Ryanair), plus a £30.00 on the beach admin fee. In checking the ryanair webiste there… Read Full Review

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Adrake19's Comment

Written on: 12/06/2014

You've really calmed me! Booked for me and my partner to go and put his name as Samuel not Sam as on his passport. on the beach hasn't helped & quoted £30 just to quote me on a change price! disgusting isn't it!! hopefully can ring Ryan air tomorrow and get the same 3 letter change free. Thanks for review really put me at ease for tonight haha!

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Meg01's Comment

Written on: 17/06/2014

This is why i put a comment on, there must be hundreds of people like us that make simple typo errors and are being stung! Ryanair were really helpful! Good Luck!

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“Rip Off”

Written on: 13/11/2013

I booked a hotel in Albir (Spain) on 12/11/13 and I got a phone call the day after saying that I need to pay an extra £39pp for the holiday!! I had budgeted for the holiday and had everything worked out and then get this phone call! They should tell you the exact price upon confirmation of the holiday - especially as I was paying upfront!!… Read Full Review

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“On the beach - luggage trick”

Written on: 29/10/2013 by MichaelAT (1 review written)

I purchased flights to Barcelona for my parents, wife and I for a 4 day trip. Upon purchase, on the beach informed me that we could only take 5 kg hand luggage and if more was required it would have to be checked in to the hold. The problem! 1) We did not want the hassle of checking in with only 4 days worth of luggage. 2) Only the full party could check in not an individual. Apparently the rules of the operator Cosmos..... really? Cosmos and Monarch are the same company! 3) The tickets… Read Full Review

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“Delta hotel Majorca”

Written on: 22/07/2013 by Disappointedguest12 (1 review written)

We booked the delta all inclusive, you can understand how disappointed I was when we arrived at the hotel and we were told that if we wanted th use the beach club that it cost us 8 euros to enter the club and that although we paid for all inclusive that we would have to pay again for drinks at the beach club, also if we wanted to eat at the club this would also cost us 23 euros each. As we booked this holiday for the beach we were extremely disappointed as to use this facility would cost us… Read Full Review

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“Very dissapointing experience”

Written on: 08/07/2013

I chose 4 stars Hotel in Costa Brava, paid my money, got confimation. Then the letter came, that "due to a system error, all bookings made to this hotel (Caleta Palace) have been confirmed in the Hotel Caleta. We have checked and unfortunately we are unable to confirm the Caleta Palace". The thing was, that the hotel agency really booked was 1 star, prices of other hotels after a month increased. After I waited for their answer more than 48 hours, called at their office and talked to them… Read Full Review

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“Nice and easy ”

Written on: 17/04/2013 by Olgalittle (1 review written)

We really like this resort and the location of this accommodation … Read Full Review

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“3 bad experiences with on the beach”

Written on: 30/03/2013

3rd time i have used their service to book an holiday and 3rd bad experience. booked an holiday and was then contacted to say the price had increased and i needed to pay more money, they say that this is on the their terms and conditions and can happen and is perfectly normal. strange though how I have never had this happen when booking with a high street chain. when i complained they just kept repeating how its in their terms and conditions which i find really annoying when companies say… Read Full Review

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“OTB - ABTA registered but companies they use might not be”

Written on: 14/02/2013 by ScottG1976 (1 review written)

We had to complain to On The Beach regarding our hotel. They said they would need to check with the 3rd party company Eurorooms that they booked through. When we booked the On The Beach website described our hotel as "This big modern hotel". Eurorooms stated their web site didn't so hotel wasn't mis-sold. After several months of emailing and sending letters I finally went to ABTA. ABTA have said that while On The Beach are ABTA registered, Eurorooms are not so there is nothing they can do. I… Read Full Review

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Onthebeachltd's Response to ScottG1976's Review

Written on: 15/02/2013

Hi Scott,

I'm sorry that you've had reason to complain about your hotel.

If you can send a message through 'Manage your booking' on our website, I can look into this to ensure we've covered everything possible.

What you've been advised is correct in that we would need to refer your complaint to the hotel, however I want to ensure that you've had a response from them and also that we're describing the hotel correctly on our site.

Nikki

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Scottg1976's reply to Onthebeachltd's Comment

Written on: 17/02/2013

Hi Nikki,

I've had 3 different dialogues through your website and sent 2 letters and all that happens is you refer them to hotel or Eurorooms. They then reply that they have no record of complaints, even although I did complain whilst at hotel, so they will not do anything.

OTB have now changed your website to this cheap and cheerful hotel but this doesn't help me 6 months after I've returned.

Scott

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Onthebeachltd's reply to Scottg1976's Comment

Written on: 18/02/2013

Hi Scott,

I (as the customer service manager) would like to look into this further as I’m concerned about your last comment. Whilst we are the agent I’m concerned about the fact that the description has now been changed but this hasn’t been resolved for you. I understand that you’ve sent us several messages but from the details on here I’m unable to locate them to contact you.

Could you either call before 5pm today and ask for me, or send a message via MYB referencing that we’ve discussed this.

Thanks

Nikki

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Scottg1976's reply to Onthebeachltd's Comment

Written on: 18/02/2013

Hi Nikki,

I had already requested this earlier today (18th). I've sent another message to ask again.

If you check my earlier messages I've put some photos on your website showing the state of my room and diggers at work etc.

regards
Scott

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“Took 5 weeks to sort out booking”

Written on: 24/01/2013

Booked holiday in sept for Christmas 2012 one week later we were sent an email to say our Christmas dinner and New Year's Eve meal were to be excluded from our all inclusive fortnight holiday. Took 5 weeks of emails and calls to sort this out. Expensive phone line Booked return resort transfers too and when we landed booking agent had not received details of our booking. Took an hour to sort out at the airport! … Read Full Review

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“Not very Helpful”

Written on: 13/01/2013 by Harry1wood (1 review written)

I have used On the beach before and everything went smoothly, this year I booked a holiday and added extras, the details are not clear and I made a mistake when booking online, i have sent many emails requesting them to change an error but they refuse, not helpfull, I have prevously used Thomas Cook or thompsons who are much better at helping with requests, on the beach customer services are the poorest I have experienced… Read Full Review

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“good value for money although not very reliable”

Written on: 12/12/2012

Although we had a fantastic holiday for a good price, on the beach were not the best in regards to organisation and reliability. Our flights were fine as expected, and our hotel was reasonable - no complaints. However our transfers caused us a lot of hassle. When we landed at the airport we were supposed to be collected by a coach however the organizer told us our names were not on the list. After he had finished checking everyone else off he returned to us to find our names on his last sheet… Read Full Review

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“Don't use the optional shuttle/taxi...”

Written on: 28/11/2012 by promenadecourt (1 review written)

For ease and peace of mind I added the private taxi shuttle when booking at a cost of 49 euros only to find that the standard fixed price fare of the local/airport taxi operator was 19 euro for the round trip! To add insult to injury it was late as we had to wait for the shuttle to return to the airport after dropping off shared transport passengers at the resort....who had paid a cheaper fare!!!! … Read Full Review

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“Our third visit but would not go again”

Written on: 12/11/2012

We stayed at the Gran Bali Hotel, Benidorm. This is our third stay but unfortunately we will not be returning. While it is an excellent looking hotel, very clean, cheap price, good breakfast, some of the guests were "unruly". There were groups of young men who were loud,using bad language by the poolside and noisy coming in (at 3.00am). There were reports of a fight shortly before we arrived in the entertainment lounge and a violent incident in the lobby on 3/11. Most of the reception staff… Read Full Review

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“Rebecca Park Gran Canaria”

Written on: 05/11/2012

Will be nice when finished. Few more utensils woyldn't go a miss no kettle and not enough crockery !… Read Full Review

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“Butlins in the sun”

Written on: 02/11/2012

Have searched via OTB previously but never booked through them - and never would again. Their description of the hotel we book to (Sun Island, Lanzarote), well it's part of Sun Tropical & Sun Island - we stayed in sun tropical (but yes, not what we booked!). Photos looked good and info sounded good with lots to do, but THERE IS ONLY ONE BAR IN RESORT, AND ONE EVENING ENTERTAINMENT OPEN (at this time of year - but we weren't told that). (Oh and if you like silly adult drinking games on an… Read Full Review

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“Anyway to get money ! ”

Written on: 28/09/2012

Took us ages to find A nice hotel looked on every website on the beach are easy to use but do they explain themselves clearly ? So we booked our hotel and flight on the Monday at 7pm ish and the next day the Tuesday I got a phone call from on the beach saying that the flight we had was fully booked on the way home. I asked what are we meant to do now what's the point in advertising the flights if they arnt there? The woman's reply was our system doesn't update everyday! She gave us two options… Read Full Review

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“Cheap, get what you pay for with awful customer service”

Written on: 06/09/2012

You get what you pay for on these holidays. No frills but adequate. I would not say do not go with them other than the fact that their customer service is a disgrace! You don't always even get what you pay for especially if you book upgrades or extras through them… Read Full Review

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“Debit Card Charges”

Written on: 21/08/2012

On the beach charge you for using your debit card even though they are not charged by the banks. This is disgraceful and adds £25 - £30 to your holiday unneccessarily.Travel republic and various other travel companies don't do this so why should they. I won't travel with them again or recommend them to any friends… Read Full Review

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Onthebeachcustomerservices's Comment

Written on: 22/08/2012

Travel republic do add fees for debit and credit cards charges. Individual companies have their own fee structure for credit and debit cards and we do make it clear wehat the fees are. We do keep our flight and hotel prices as low as we possible can without impacting the profitability of our business as you would expect and we do offer full ATOL protection which currently travel republic do not, so you are completely protected on all elements of your holiday.

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Bollocks2U's Comment

Written on: 01/09/2012

See previous comments, I think the general public can see through your responses - The bottom line is you are charging customers when in reality you are not being charged yourself !! Lets hope the office of fair trading clamp down on this type of business practise in future.

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Onthebeachcustomerservices's Comment

Written on: 30/08/2012

Of the 700,000 people we send away most people pay using credit cards not debit cards although of course this fluctuates. The average holiday is less than you are calculating on, so the average fee is much less.... but as you correctly point out we do charge a fee and we do tell people what the fee will be before they book.

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Bollocks2U's Comment

Written on: 29/08/2012

Sorry, I,ve just looked at the last but one comment from OTB. You say you send 700,000 people away each year so if we do the Maths, at £25.00 per couple DEBIT card carges that works out at about £8 Million. Please don't tell me you give that to Barclay's (Merchant) because no one on this planet will believe that !!!

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Bollocks2U's Comment

Written on: 28/08/2012

Sorry, it wasn't feedback it was criticism of OTB for ripping off customers !! Enough said !

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Onthebeachcustomerservices's Comment

Written on: 28/08/2012

It is more than the 3p you mention but putting that aside we are committed to providing transparency to our customers and we review all comments on this site to help us provide a better more transparent experience. We send over 700,000 customers away each year and have a 93% recommendation - every year more than half our bookings come from recommendations . While we adimit we sometimes make mistakes, it's what we take from these that it is important - we have listend to you (your comments have been seen by the management team here at OTB) and we will be reviewing the way we show our charges on the site. many thanks for your feedback.

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Bollocks2U's Comment

Written on: 28/08/2012

Absolutely right, Barclaycard merchant do charge you a fee - 3p to confirm an electronic transaction - not £25.00 !! I think anyone reading all your responses realise the type of company you are and will hopefully avoid in future.

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Onthebeachcustomerservices's Comment

Written on: 28/08/2012

Hello, We do make it clear on our booking pages that you will be charged specific fees, if you use cards. It is your chocie whether you wish to proceeed wih the booking or not at this stage. Our bank happens to be Barclaycard (merchant provider) who do charge a set fee per transaction and we also have to pay a fee to a payment gateway company plus the cost of administrating ie reconciling all transactions. We accept all customers have the choice to book their holiday with whoever they wish.

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Bollocks2U's Comment

Written on: 24/08/2012

If one person reads this article and realises what a bunch of squirming sharks you really are and doesn't book with your company then this has been well worth while. I never expected to get a refund as you would lose millions refunding everyone. Hiding behind invisible services that you say you do that other companies don't just masks the issue. The bottom line is that you charge for using a debit card when the banks don't charge you. Whick bank do you use that charges you for debit card transaction ? I'm sure the world would love to know ? The three high street banks I have asked have all said no !!

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Onthebeachcustomerservices's Comment

Written on: 24/08/2012

When a customer use their debit card we are in fact charged by our bank - we pass that cost on, some companies do not but then will find a way to charge you on other things that perhaps we do not charge, for example, many online travel agents "mark the bags up "on hold luggage, we do not do this. Some companies add in 4 bags for 4 passengers automatically even if you only want 2 or 3 bags say, again we do not do this. So different travel agents have different policies. I take your point about the transparency of the credit card fees and I can assure you, we are reviewing this and we will testing some alternatives ways of displaying the pricing information over the coming weeks and months to see what works best for our customers.

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Bollocks2U's Comment

Written on: 23/08/2012

Sorry, but once again you do not answer the question ! Why do you charge fees for DEBIT cards when no bank charges you. These extra services that you mention like ATOL protected,on site reps etc should be included in the holiday price NOT through charges to cards. Customers want to see transparency in what they are paying. As for telling the customer about the charges, these are in font size minus10 in brackets underneath the final invoice. I know that Easyjet charge £4.50 per card transaction (they are as bad as you). If you layout all the costs instead of hiding them or charging for something that you don't get charged for you would have more transparency and not upset customers with hidden charges.

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Onthebeachcustomerservices's Comment

Written on: 23/08/2012

We offer services that travel republic do not offer, we offer ATOL protection and in- resort reps at not cost to you as a customers for peace of mind in resort, should anything go wrong or you need to book a tour or excursion and we also have our own airport transfer business. However I take your point regarding charges, we are actually reviewing the way we display our credit and debit card charges as we want to make them even more transparent. I am sorry you feel we have let you down.

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Bollocks2U's Comment

Written on: 22/08/2012

This is a typical response, don't answer the question from your own company - Why do YOU charge for debit card transactions when you are not charged by the banks. You are certainly not the cheapest in the marketplace for holidays. Last time I went with Travel Republic they did NOT charge me for using a debit card and you DO NOT Make it clear when booking. In hindsight I should have stayed with Travel Republic - Lesson Learnt !!

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