On the Beach Reviews 

So I got a reply after my previous review again on the beach trying to perceive a passive stance and trying to show the care instead of picking the phone up which they could have done as I have supplied my booking ref. They advise me to go to my booking and contract via them I did that over a week ago and still awaiting contact and a resolve this is the 3rd negative review and its not a repeat as this is a negative review about how they respond giving the impression they have customer service when I'm fact they dont. For you info my original complaint that has 22 emails attached to it is On the Beach - 1778340 - Escalated Chat Query - Your ticket has been updated

As always on the beach do not disappoint they are always spot on and make everything so easy

Cannot contact them on anything to discuss a holiday worst company to use
I would never use company again I have been trying to contact months and months.

Booked a holiday with my partner and he is now unable to walk and waiting on surgery will be unfit to fly. But no one is getting back to us.

MYB15049911B

On the beach

Update: On the Beach responded to my original Trustpilot review, apologised and asked me to get in touch so they could resolve the matter.

I did exactly that, following their instructions in full.

Today I received another email telling me to reply directly to that specific email with the details of my complaint — the same instruction I have now been given repeatedly since 14 July, despite already having provided the information multiple times.

And what a surprise… I then received the same generic automated response again, with no acknowledgement of the specific details I had already sent.

I have now followed their instructions on multiple occasions, yet I am still being directed through the same automated process with no progression. On one occasion, when I did reply exactly as instructed, my email was rejected by their own system because the “supportteam” address could not receive replies. I have evidence of this failure.

At no point has there been any indication that a human adviser has actually reviewed the substance of my complaint, despite it involving a significant financial loss, flights, accommodation, and a cancelled holiday.

This is precisely the issue I have been raising throughout. Customers in this situation need access to a properly briefed human adviser who can review the full history — not a repeating automated loop that resets every time contact is made.

I have now put all of this in writing again and requested that my existing tickets, communications, and booking history are properly reviewed as a complete case.

I am still waiting for a human being to actually investigate what has happened.
Seriously not good enough you say you take pride in your customers not the way it’s looking right now.

Out of pocket and no holiday

Great simple service, great price with great prices for add-ons! 1st time using this service and will always use again from now on! :)

We are currently stuck in Mexico with nowhere to stay and we have children with us. When we arrived at our hotel last night, they told us that On the beach had cancelled our reservation. Our holiday is fully paid and have confirmation of this. I’m trying to call the so called on the beach emergency number but nobody answers. They are an absolute disgrace.

Fabulous hotel seamless holiday package

I have rataed a 5 because I could not fault the holiday, however the journey back witj easy jet was not great, Bristol airport closed from 6pm and our plane was diverted to Liverpool, we had to wait 3 hours for a transfer to take us to Bristol where our car was, and then drive home to Birmingham. In total it took us 17 hours to get home, easyJet were not organised and sent loads of mini buses Jet2 had put on coaches for their passengers

When we got to our hotel the bar was closed permanently there was only a continental breakfast because the restaurant was closed we won’t be booking this hotel again

Disappointed with support service which is non-existent. All AI automated responses via whatsap or phone number. You won’t get to talk to a person.
We have booked holidays for family of 4. One of the party couldn’t come due unforeseen circumstances. We found out just 24 h before flight. We can’t get refund but I was thinking that we can upgrade our board or room to use up moneys we paid for 4th person. It’s no way to we can discuss it as there are no real person and it is out of AI generated situations.
Hotel refers us back to Company we booked so it is catch 22 situation.
I won’t use this company ever again and will recommend against using it to family or friends.
Very disappointed.

My daughter booked a holiday separately for me and my partner who is just recovering from a stroke. She accidentally typed in the wrong email so I could not receive the booking reference. I have tried to contact them and cannot get through to anyone as I do not have my booking reference although the deposit has left bank account. My daughter even emailed them using her booking reference to explain to them what happened but she has not had a response either. I will not be using this company again as I cannot obtain my booking reference anywhere and this was a holiday to help my partner recover after his stroke

Apart from the food, everything was great, the staff was very kind, attentive to the children, the hotel was clean but the food could be better, there are not many options for children or adults either, the raw vegetables every time we wanted to eat were spoiled, sour, probably cut a long time ago, we couldn't eat. The staff in the kitchen was quite less, because there wasn't enough cooked food for everyone.They said is max 3 drinks per person,

Hotel is good location
Food poor
Staff hard working
Rep not helpful

Excellent service, cheapest price by far for the same hotel with other providers. Will use ago and recommend to others. 5*

My wife had booked a holiday with on the beach and unfortunately she passed away ,

On the beach passed me to Ryanair for the flights yet they were booked with on the beach so they were happy to take my wife’s 1200 quid but when it comes to claiming it back i m having to jump through hoops ,

As if your wife dieting isn’t bad enough I’m now having to spend countless hours chasing my wife’s money back ,

All you get is a web chat .

I will never use on the beach again and I recommend that others chose the same option

MYB14734853B

Easy process

Package holiday option was highlighted from the outset. All further panels were intuitive.

Easy and straightforward, and is comparable to others

My family had a booking (2 adults and 2 children) fully paid for. My dog became unwell and one of us needs to stay at home with him to administer medication and look after him. I tried to change myself with my stepson so he could take my place. On the Beach would not do this and would not budge an inch on it. No help to me at all. So we have had to buy a completely new flight for my stepson. There is no refund or concession for my flight which I assume will be resold. So disappointing and added stress on top of not being able to go on holiday and also looking after a sick dog. Will never use again.

Submitted a change name request, got told would be dealt with within 48 hours. It’s now double that and it’s still saying waiting for an agent to pick it up. Can’t speak to an actual human as everything on the chat is AI generated. I really don’t fancy the 8 hour round trip just to turn up at their offices. Never again will I book with them which is a shame as I have used them for years but it is now just far too difficult