On the Beach Reviews 

So have booked with on the beach over the last few years never had any issues with booking or when actually on holiday that was till this year when hotel we booked had a major issue with bedbugs and I had to book me and my family in to a Airbnb this was by no fault of on the beach only the hotel itself. So after moving I reported issue to on the beach who with in a few days and a few emails I received a full refund for my hotel was unbelievable how professional they were listening to my issue. Yes u do need to send a few emails yes you do need to provide pictures as evidence but was so easy to do and like said they listened and were understanding and so apologetic would 100 % still be using on the beach for my next holiday. Would also like to personally thank Connor Ada and Michele for dealing with my issue for me and your recommendations? For our next holiday.

I have spent hours trying to resolve a partial cancellation as 2 of our party are unable to travel due to family terminal illness. I appreciate flights are not refundable so was attempting to just cancel the hotel element, and as instructed by on the beach was to re-book just the hotel for the remaining passengers. I needed to know the costs involved before finalising the cancellation, after several failed attempts and going round in circles with the chat bot a ticket was raised with the support team. I followed their instructions which clearly stated : You will receive a full breakdown showing what you've paid, whats refundable, cancellation fees, and final refund amount.
I followed the steps waiting to get to the breakdown only to receive a final message to say : Your hotel has been cancelled. I am absolutely fuming I NEEDED TO KNOW THE COSTS BEFORE CANCELLING!! My request was raised as needing to know costs. The remaining payment is due to be taken tomorrow and I have absolutely no idea what we will be charged or refunded. There is no actual human to talk to at this company, I suspect that the support team are actually just AI. When a ticket is raised with chat bot an email comes through within seconds with instructions. However when you reply to the email for clarification you do not get a response.

UPDATE: your response says sorry, contact live chat for help: did you not read my review!! Live chat and support team were no help - just chat bot followed by further AI response. I have emailed support already and have had no response to 3 emails since Thursday evening( it’s now Saturday) so basically an absolute waste of time response to this review, generated by AI

WARNING : do not book with on the beach if there is any chance whatsoever you may require help or support from an actual Pearson. Do not do a group booking if there is any likelihood that a member of the group will be unable to travel. You will have to cancel the entire booking and won’t get any help

Our resort was falsely advertised as having facilities that were not actually available, with the alternatives extremely difficult to access due to the unsafe surroundings.

I contacted On the Beach immediately, yet it took five days of vague, slow responses before compensation of less than 10% of my holiday cost was offered. After I questioned this, they more than doubled it as a “gesture of goodwill” and said it would be refunded to my original payment method.

Even receiving the agreed refund has become an ordeal. The app shows a different card to my original payment method, yet they refuse to change it despite having a process for alternative refund details if a bank account has been closed. Unable to utilise this process due to not having a letter from the bank.

Customer service has been appalling: 7+ hours between WhatsApp replies, chats closed before I could respond, messages at 1:30am. Unable to access the phone line due to an “error” with my date of birth and live chat advertised as open until 7pm yet stating it is closed at 2:48pm on a Friday when connecting to an advisor. I’ve now submitted a formal complaint and could wait up to 28 days.

What should have been support for an issue caused by their own incorrect advertising instead caused stress throughout my holiday and beyond. I would not book with On the Beach again.

Very easy to manoeuvre the website and find a reasonably priced package holiday

Here is your updated review with your requested additions smoothly integrated and kept consistent in tone:

⸻

Title: Avoid – One of the Worst Holiday Experiences We’ve Had

⭐☆☆☆☆

I would strongly advise anyone considering booking with this company to think twice.

We stayed at the Bella Vista Hotel & Resort in Monastir, Tunisia, and from the first night the holiday was a disaster. Our air conditioning leaked water and never worked properly, leaving our room at around 29°C for the duration of our stay despite it being reported immediately. We were travelling with an infant, making this completely unacceptable.

The following day we found a cockroach in our room. Reception took over an hour to respond, and when I requested a room change because we had a baby, I was told there were no rooms available and was dismissed by staff.

The cleanliness throughout the hotel was appalling. We saw ants infesting one of the bars, broken glass left around the pool, repeated loss of running water, and generally poor hygiene standards. The food was the same every day with very little variety, and our “garden view” room bore little resemblance to what had been advertised.

One member of staff even asked me to bring them alcohol, which I found completely unprofessional. I was also shocked to see a monkey chained around its neck and kept in a cage on display.

To make matters worse, the hotel was advertised as having facilities such as a spa and nightclub, but these have reportedly been closed for years. In my opinion, this is misleading.

What disappointed me most was the customer service. I tried to contact the company every single day while I was still in resort. The WhatsApp service was extremely difficult to use and I was constantly redirected through automated menus. You are forced to select “Excursions and Promotional Extras” just to reach a human agent, which is the only way to get through. This process is painful and frustrating when you are trying to report serious issues. The telephone number provided was fully automated, my emails went unanswered, and I have screenshots showing all of this.

Despite all of my efforts, the company later claimed I had only contacted them at the end of my holiday and used this as the reason to reject my complaint. That simply isn’t true. I reported issues to the hotel throughout my stay and repeatedly tried to contact the company directly. Even worse, my complaint was closed by an agent with no resolution while it was still ongoing.

After everything that happened, I was offered only a £100 voucher towards another holiday instead of a meaningful resolution.

I have photographs, videos and screenshots supporting everything I have described.

I cannot recommend either this hotel or the way this company has handled my complaint. Based on my experience, I will not be booking with them again. If there was a way where I could post all images of the hotel and chat I would.

The whole search and booking experience was just very easy

I had an issue with my bank account. My final payment was due today and I couldn’t do anything on the app as the hotel wasn’t free cancellation and said it cannot be changed and if the final payment was missed the full holiday would be cancelled. But then I got talking to Lisa and she helped me without hesitation and we got our payment moved forward a few days. Thank you very much Lisa.

The hotel was dirty, we had the largest cockroach we have ever seen in our room. 2 of the five slides didn’t work, the rep and hotel staff were creep and sleazy, the staff were also rude and miserable, the food was awful.

I would never book with on the beach ever again and most definitely would not recommend!! You can’t contact them it’s all by chatbot which never help! I had nothing but problems while we was away to find we could bit her through for help or advise! Still trying to contact them now ok back and am banging head against brick wall an absolute joke! Says 24/7 help on WhatsApp then states no live chat! DO NOT USE OTB

On the beach have kept us updated every step off the way on our holiday from booking it to arriving back home

Easy to follow online and good competitive prices

Payments made dont add up between my bank and the payment history, the final balance is due in 5 days, I don't want to over pay and I have emailed them with proof of payment after 3 days still no reply. Edit: I have sent them my details as requested on the first reply and still no one has reached out. As stated in my original email I have used live chat and sent an email now 5 days with no reply!!!!!

I have been having the worse experience with my onthebeach booking as I couldn't get past their BOT. After 20 times of trying I got through to Rio, and she put some faith back into me for my holiday booking. All I wanted was to get a refund for my cancelled Ryanair flight. She has now escalated this up to the right team. Im still waiting on the mail from them and the refund before I can manually book a BA flight to bring me home from Gran Canaria
So thank you Rio for be a Human and not a BOT. What would we do without Human intervention....

I booked this holiday in January for 2 adults, specifically choosing and paying for a 5-star, adults-only, all-inclusive hotel. This was an important part of my booking decision, and I paid for the holiday based on the standard and experience that was advertised.

However, instead of the hotel I booked, I was downgraded to a poor-quality, shabby hotel that accommodated families, which was completely different from the holiday I had paid for and expected.

The replacement accommodation did not provide the same standard, atmosphere or facilities as the original 5-star adults-only hotel. Being placed in a family hotel also significantly changed the nature of the holiday I had specifically chosen.

I was extremely disappointed that, despite booking and paying for a 5-star adults-only experience months in advance, I was given accommodation of a substantially lower standard.

My birthday was ruined by this experience

It seemed fairly straightforward, not to many add ins.

This is the 3rd holiday/ break with on the beach this year and prices are always brilliant! Excellent service, easy to book and lots of information and so far the holidays have been amazing

Won’t be using on the beach again , not the Hoilday we thought we was getting and zero help from on the beach either !

First and last time we will ever use.Being a third party supplier you cannot trust this company. Have cancelled our holiday with only 4 days to go. Awful communication and you can't get through to talk to anyone. They then take 3-5 days to give your money back,so you can't book another holiday. Thank you on the beach for ruining an abroad holiday I haven't had in 20 years.

Easy to book and good value when compared to other sites

Absolutely shocking service! My Dad is in hospital on end of life care and therefor we couldnt go on our trip to celebrate our 22nd wedding anniversary and they dont give a damn! Very inconsiderste considering the circumstances. Will never use again!