On the Beach Reviews 

The hotel was amazing, I did a lot of researching around the hotel, after last years wasn't quite the hotel we expected. In doing the research I found that the cost of the hotel on On The Beach, was the cheapest out there by several hundred pounds.
But we've always found that On The Beach gives great value for money, I will be looking to book with them again.

I can not believe this company have no humans to talk too about your bookings. We made 2 separate bookings and all of a sudden 1 of them got called saying we ghosted them! We did not ghost them. We paid in full and even paid the increase when we went to check out. We followed every step that was emailed and texted to us. 2 days later our booking was cancelled and now we can’t get availability on that hotel. So we have a family who are visiting blue sea Marieta in Gran Canaria without us. This was a meant to be 18th birthday present. I’ve tried contacting on the live chat, what’s app and even contact the hotel. I’m so angry and upset. I would appreciate if someone looked into this as it seems to be the only way to get any response.

Very easy to navigate website.weve used on the beach several times now and always found prices very competitive and once decided on holiday the system is very easy to book the holiday .

On the beach are a great company to use. Customer service is brilliant and reasonable prices compared to other companies

I have booked holidays with on the beach many times and never had an issue . Friendly and professional.

Easy website to navigate & good value for money - thank you

prices are always very competitive with other booking sites, have found them the best price on many holiday packages, plenty of options for alternative flights, board and rooms. low deposits and easy payment plans available.

I booked a beach holiday for six family members with On The Beach for Liapades, Corfu. Fifteen minutes after arrival we were told that we could not stay at the Liapades hotel. Our bags were loaded onto a minibus and, in spite of our protest, we were taken to an isolated resort over an hour’s drive away. This landlocked resort was a twenty-minute walk from the nearest isolated beach and miles away from any local transport, shops and bars. It did not remotely match or equate in any way to the beach resort I booked and paid for. We registered our rejection to the resort manager then spent the evening and the following morning trying, but failing, to contact OTB via their WhatsApp and by phone. I then sent a text my son in UK asking him to contact customer services direct; he was unhelpfully told they could only deal with the person that booked the holiday. We had been dumped and left to fend for ourselves without any form of support from OTB. In the afternoon we appealed to the resort manager who acknowledged our distress and, after a heated conversation with our Liapades hotel management, said we would be moved back later that day.
We had wasted the best part of the first two days of our seven day holiday on a useless ineffective chatbot system. OTB documentation claims "We don't use traditional call centres because we want to put you in complete control" but it is clear from numerous damning reviews that this claim is rubbish. The dismal failure of this system must be well known to OTB yet they persist with it to the detriment and distress of their customers. I am human and resent being forced to deal with an ineffective and indifferent robotic system. I have written a complaint letter to Manchester, nevertheless, this has been our first and is likely to be our last holiday with this apathetic tour operator.
Re OTB reply - it demonstrates how little attention OTB pay to a complaint. We were NOT dropped off at the wrong hotel; we were taken to the correct beach hotel but, against our objections, were then taken and a landlocked resort about 35 miles away and were expected to stay there for the duration of our holiday.

Easy to navigate from hotel to flights, paid for it but then had to go on easyjet flight to prebook seats and had to pay further money, why can't it all be done on booking. Until we go on holiday can't comment on anything else.

For someone not confident with the online stuff, this was easy and straightforward from the start. Love that I can just go to the app and it's all there x

Very easy to do

Very helpful throughout. Good experience

Easy company to navigate what kind of holiday you want

It went very smoothly and I was not aware of the cash back incentive you provide , that was a nice bonus

Straight forward and simple

Simple to use mobile app site,every thing straightforward

I was given a £50 voucher after on the beach cancelled our June holiday (because they priced the hotel wrong!!). Despite spending £2000 on a new holiday for next April, we were unable to redeem the measly £50 voucher as it needs to be used by December apparently! So then we went and booked another holiday - a late deal costing £500!!! A complaint was made, I was advised it will be dealt with within 28 days, then I had an email to say that they are glad they could sort it out - they never did.

Having used On the Beach for a few holidays, I’ve found them to be good. But try amending a name on a booking and not using a credit card which has now expired. To pay for the change. I’ve been waiting over 24 hours for someone to contact me to help in amending my booking. The chat support tool is horrendous, no matter how you articulate the issue it reply’s with the same message… I’m at my whits end. No contact information anywhere so the only root is with a poorly designed AI Chat Bot.

Msg - To change a passenger name on booking reference ###%%%, please log into your account and access My Bookings. Select View and Manage Booking, then choose Make Changes followed by Passenger Changes. You may select either Correct a Spelling for minor errors or Change Passenger for a full name change. The system will display the total cost before you submit your request. Fees are £30.00 per person if more than 60 days before departure, or £45.00 per person within 60 days, plus any supplier charges. Middle names, capitalization, and titles do not affect your booking. Marriage-related changes require official documentation and are subject to airline policy.

Extremely poor Customer Experience when help is required

We booked a 4* All Inclusive package to Club Mermaid Village, Antalya 28/07/26 - 04/08/26 via On The Beach. The holiday was unsafe and misrepresented. We suffered hidden charges, poor hygiene including blocked drains and soiled bedding on arrival, and were forced to eat out 4 out of 6 nights due to poor food(after losing a full day to transfer delays). The return transfer was also unsafe with a 2 hour airport delay and a driver smoking 9+ cigarettes in a non-smoking vehicle for 3 hours. Most seriously, all 3 members of our party contracted suspected stomach infection after eating at the hotel. Our GP has ordered urgent stool tests and my partner is signed off work. There is now evidence of an ongoing outbreak with a Facebook group of 70+ victims, reports of hospital admissions, and guests on the group now claiming 2 deaths. The hotel dismissed our concerns when we raosed this wholst unwell at the hotel. This is a serious public health risk and we are seeking urgent investigation and have raised a formal complaint with OTB.

This is the second time accommodation booked through On the Beach has fallen seriously below an acceptable standard, and I am now questioning how thoroughly the company checks the hotels it sells.
Our recent seven-night stay at Caribbean Village Agador in Agadir involved security, hygiene, maintenance and food-quality concerns. Our first-floor room faced the street, yet the balcony door did not lock, meaning someone could potentially access the room from outside. We asked twice to change rooms. Reception recorded our room number and told us to return later, but when we did, they said it was too late and nothing was arranged.
The room was poorly maintained. The shower hose and fittings were rusty, the water pressure was often extremely weak, and on some days there was a foul smell in the room. We initially received only one towel for two people and had to ask for another. Towels were not properly changed during the seven-night stay, and toiletries were not replenished.
The restaurant was overcrowded, extremely hot and chaotic. Guests repeatedly pushed in front of my seven-year-old daughter, leaving her crying on several occasions. Several salads smelled sour, some cheese appeared stale or to have been left out too long, and I found a bug in the pepper salad. Staff apologised, but the salad was not removed while I was there.
Vegetarian and child-friendly options were very limited. Drinking water tasted unpleasant, so we had to buy bottled water despite paying for an all-inclusive holiday. Drinks were served in tiny plastic cups that were completely inadequate in the Moroccan heat. The snack bar had almost no vegetarian options and service was very slow.
The pool water turned our swimwear, goggles, hats, scarves and hair extensions green, damaging several belongings.
Some bar and restaurant staff were kind and helpful, especially when I became unwell and needed help obtaining medication. The massage was also excellent. However, these positives do not outweigh the poor overall standard.
What has made the situation even worse is that contacting On the Beach is effectively impossible. Their automated chatbot does not properly direct customers to a complaints process or allow them to reach a human adviser. I repeatedly tried to progress the complaint but was sent in circles. A company selling package holidays should provide an accessible way to report serious security, hygiene and food-safety concerns. Instead, customers appear to be blocked by automated systems.
This follows an earlier On the Beach booking in Torrevieja, Spain, where part of our ceiling collapsed and flooded the floor. We were moved from accommodation paid for six people into a space suitable for only two. On the Beach offered only a £50 voucher that had to be used on its own website within a year. It was never used and was therefore worthless to us.
After two unacceptable experiences and an appalling complaints process, I would not book with On the Beach again