The worst holiday company in the UK. Worst customer service ever. The only way to contact them was via message system which they often deleted rather than respond. Our holiday was cancelled due to Covid, not our fault and it took 8 months and the threat of legal action before we got our money back. If you are reading this, please don't risk it.

I booked a holiday with onthebeach and bought insurance from them too. THEY cancelled my insurance. I contacted them about my refund numerous times, first response after nearly four months telling me the insurance THEY cancelled for a trip that NEVER happened because THEY cancelled it is non-refundable and they keep the money. This is all in the light of the T&Cs of the insurance contract clearly telling there is a refund. It may be that many customers don't read what they sign but unlucky onthebeach, I actually do. Breach of conduct reported, financial claim initiated. I am sure I will get my money back at the end but neither appreciate the waste of my time, nor the sneaky attempt to make me a victim. Stay away for this company if you want a peaceful holiday instead of wasting your time and money.

Holiday to Spain got cancelled following FCO advice. But we are still waiting On The Beach to refund monies. Check out facebook group hundreds in similar position to us.

I had a holiday booked for June 13th 2020. I was informed on 10th June I would get my money returned in 2 stages as it was cancelled to to coronavirus I received accommodations money back within 2 weeks but as yet no flight money has been returned to me. I wrote to customer services but no reply or acknowledgement of my email. This is totally unacceptable. I would not recommend this travel company to anyone. I am now going to lodge a complaint about the company to ABTA and I hope the company gets penalised. On the beach is a company that is quick to take your money and then doesn’t care. Very disappointed.

Booked a holiday to Greece with a stopover in Stockholm,got to Stockholm and flights to Greece had been cancelled so was stranded in Stockholm,no notification from on the beach,can not get hold of them and won't answer calls, had to pay for flight home

I have been trying to contact on the beach via my booking as it says I’m due no refund But I am due a refund They are not responding to any messages

After booking and pressing pay deposit button all the name changed to the same name. I have tried all day to contact on the beach getting absolutly no where. I carnt go through manage my booking as booking is not confirmed. I have tried to contact on 3 different numbers and all are constantly engaged as if the the phone has been taken off the hook. Customer service is none existant.

Holiday booked at Dynastic Hotel in Benidorm Spain via On The Beach 1: on arrival at the hotel I was informed that I would only have one free access to the swimming pool or spa. If I wished to use the facilities more than once I would have to pay. 2: There were no tea or coffee facilities in my room, on asking for kettle I was charged for it. 3: My room was extremely dirty with a strong smell of Urine. Although I kept complaining to the reception, they would send housekeepers who do not speak or understand English which of course meant they did not rectify or clean the places they needed to clean to get rid of the dirt/ filth and smell. The shower head was black with dirt and limescale, when I pointed it to the head housekeeper she used a white towel to wipe it and even she could not believe because it turned black. The taps were full of limescale and were all black. When you turn the tap on to run a bath, black things would appear in the water and I would have to drain that water and start all over again. 4: The staff at the restaurant were very unhelpful. I am 5 months pregnant and had a 2 year old toddler, on requesting a high chair they would arrogant point to where they were and expect me to carry a toddler in my arms and a high chair. This happened at every meal time and only changed on my last day following a series of complaints. 5: I had to purchase WiFi because it is not included. The reception informed me that only those guests who booked directly with the hotel get free WiFi and use of the spa and pool and not those guest like me who booked using travel agencies. On the beach were aware that all inclusive does not include use of spa/ swimming pool, free wifi, tea and coffee facilities but still withheld this information. They charge you but do not tell you that you will have to pay for these facilities when you get to the hotel. Had they given this information i would have chose a different hotel. I chose Dynastic hotel in Benidorm Spain based on partial information that On the Beach provided on their website. 

We booked a 10 night stay at the aqua riverside hotel self catering. When we arrived at the hotel we were told our room was ready when we got to our room it was a bed and bathroom no kitchen no facilities for self catering we had to ask for a kettle and 2 cups we bought 2 plates to eat off the next room to our was fully equipped with a kitchen . There is no information to say which room you get when you book through on the beach . On the website it says that every room has a kitchenette this is not true. So dissapionted the hotel is ok . On the beach need to let people know that all rooms dont have kitchenette very disappointed with onthe beach wont use them again this has cost over 1200 pounds for a bed and a bathroom . Not good onthe beach

We've booked our holiday with OnThe beach making sure that we also book airport transfer via private taxi.The day we have arrived we have been identified and advised that we need to take a bus instead of taxi because that was what transport company had listed.On the way back we've contacted our transfer company a couple of days before and insisted to confirm that private taxi will be sent as that was what we've paid.Poor language by other company and no comunication from OnTheBeach made all of this to happen again and been transfered by bus.Difference between Taxi & Bus was about £70 but I guess thats how they make their money.Complain procedure said to wait anywhere between 26 and nobody knows how long. Will never book with this company ever and advise everyone to be carefull.Totally unhappy , not to mention the hotel was nothing like was described or images were suggesting.

Firstly note the first picture is not of the hotel on the beach.com it is of the monkey club which is closed!!! There is only one restaurant although they provide a lot of choice the food quality is very poor and also is not kept hot enough breakfast was awful having booked half board after trying we had to eat out as food was just not palatable. There was a cafe shop beside reception which was closed the walk from main hotel level 3 leads to small shopping area with shops where can get snacks the bar at poolside beside restaurant also serves snacks . The hotel itself looks like at one point would have been nice however it was very run down some of the doors to rooms were cracked and did not look at all safe the windows in our room did not open and close well the sliding patios door handles were loose and one side did not work . The furniture in the room was like garden patio furniture was old and dated the glass on the table was to big and did not look all that safe as table was not steady . The air conditioning looked like not been cleaned in long time and the bathroom was filthy and smelled the extractor fan was covered in fluff looking round room could see floors were not all that clean and the skirtings dirty the plinth in kitchen dirty . Also if you were to want to self cater there is a kitchen but it’s not great. No really any workspace. The location is the best thing about the hotel and staff are friendly enough just a shame that it’s not being looked after the main foyer looks nice but rest has been neglected. Would not come back as definitely not worth what we paid especially given we could not use the restaurant .

I would avoid this hotel at all costs. The food is horrible, rooms are poorly maintained. Staff are extremely unhelpful which includes management. Money disappeared from room not even 24hrs into our stay. Hotel has avoided us for the duration and washed their hands of the situation. No balaconys in room! Beds are extremely uncomfortable. Signs state no smoking and the 3rd floor is polluted with smoke (no balaconys). Sun loungers are extremely outdated or broken. No bar/cafe at the pool. 3 young children to pack up each time they needed a snack or drink. No parasols around the pool area to keep children cool. No entertainment therefore children bored. I wouldn't waste my money on this place. This hotel has put me off ever returning to Alicante. A dreadful experience.

Firstly there was no room for me so they send me to the different hotel for 1 night. Secondly food was horrid, staff very unhelpful. Very noisy. not 3 stars either!!!! I have waisted my money, came back home tired, never again!!!

I just booked holiday to santorini at least 4 months earlier in january so we did go to santorini in may then we arrived there in the night the receptinist said we fully booked so there is no any room for you at the moment so they pushed us to accept their offer to go another hotel with poor quality so we didnt have any option at that time so we went there then feel so bad and wasting our money and time so we complained when we been there and phone them afew times they said to us you need send email to customer care .we already did but after a month there is no any response. So dissapointed . No recommond at all.

I booked half board with On the beach at Pierre & Vacancies Manilva in costa del sol. Myself my husband and three girls. She 12,8,4. We flew with easy jet. The plane was filthy. My daughter had chewing gum stuck to her t shirt after sitting on the plane seat! We arrived on Saturday evening. Had a meal at the airport - which I ate very little of but my children ate. Ate at the hotel in the evening 8pm. By Sunday daytime my Daughter 8 was complaining of tummy cramps and started vomiting. The following day my husband started getting symptoms. Then my little one.. then my eldest. We were only eating at the hotel. So it was food poisoning. I ate different food to them as I follow a diet more of pasta and rice and fruit. They ate the ice creams and yoghurts chips and breads I approached the hotel reception by sending my eldest daughter up in the first instance and they told her that the would only give one set of sheets and towels and she would have to pay! I was literally going between one person and another and bought cleaning spray and bleach from the on site shop. They didn’t care at all. When they were all Poorly I had no sleep and had no sheets for my bed as my baby daughter had diarrhoea as well. I was frankly disgusted at their attitude and approached them afterward. I said we had only eaten at the hotel. They then provides extra sheets and bedding.. this was Wednesday! Over half our holiday was ruined. I want to complain but there is no where to complain too! Flight was also delayed on our return. All in all it totally destroyed our holiday. Anyone reading- who do I approach for complaints!

After excitably booking our holiday with On the Beach we encountered problem after problem with their do called “customer service team”. Basically, when I pressed the pay deposit icon, the names on my booking changed to the same name ( so our family of 4, all had the same name). I immediately contacted On the Beach only to be told that changes can only be altered after the booking has been confirmed. So, the following morning, I again rang up only to be number 34 in the queue and approximate wait time was 1 hour. So I contacted them through social media only to be told that Only the lead name on the booking could alter anything. I explained that the alterations to the names needed to be done within 24 for it to be free of charge. And guess what, they messed us around all day and charged us nearly £300 to change Two names!! Absolutely disgusting behaviour. The customer service department is an absolute joke. No help whatsoever and they are only interested in taking more money from their customers. NEVER AGAIN WILL I BOOK WITH THIS JOKE FIRM AGAIN! I suggest you keep well away, and save your money and book with a reputable company.

I booked a holiday with On The Beach for my son and I, destination Orlando Florida. My son has Autism, a severe communication disability and a learning disability. I specifically booked my holiday with a self catering apartment as my son has dietary needs. I also booked a hotel with slides as my son gets great pleasure from these. Upon arriving to the hotel, the room we had was just a room with no facilities for cooking. I asked the hotel if I could be moved to a room with self catering facilities only to be told that none of their rooms are self catering. I contacted on the beach which took at least an hour to get through and had to wait the whole day for their response which they offered £200 compensation and told me there was nowhere else we could stay? I was of course extremely unhappy about this. I advised them that this was their fault due to false advertising and it wasn’t good enough. My son needed to eat and relax as he was immensely stressed and unsettled due to all this. I then had to wait another day, of which my son didn’t want to leave the hotel room due to stress and eventually on the beach came back and told me they could only offer another hotel which had self catering but no slides approximately a 30 minute drive away. I again expressed my dissatisfaction about this as i specifically booked a hotel with slides for my son's enjoyment. They had no other option for me so I was forced to accept as my son was inconsolable at this time and needed to know what was happening. I had to pay and arrange my own taxi to the new hotel and I also asked about the transfer to the airport from the new hotel which I was told it had been all arranged and I even received a confirmation email stating that the taxi company was to transport back to the airport from the new hotel. My son struggled to cope on holiday as we had no slides so I had to spend a lot more money to keep him occupied. The final straw was phoning the taxi company 24 hours before departure only to be told that the company does not pick up from that hotel, I therefore had to pay for a taxi to the airport. I contacted on the beach when I arrived home with a formal complaint, it took 29 days for their response. All they could say is that they were sorry and that the hotel advert was a computer error which was now rectified. I am now in the process of pursuing this. Please do NOT book with On The Beach

terrible service, booked and paid only to find out 2 days later that their web prices "are not live" and it would cost a further £450 and we would have to go on different flights from a different airport. If you value your family holiday then please do not trust these clowns to organise it for you!!!!!