On the Beach Holidays - Manchester

C A.

Had a great customer support experience with OTB, specifically with Kendra and Sara.

The issue was a technical one (plane couldn't transport an electric wheelchair due to the size of it's battery) which would make it impossible to go on the holiday.

So, Kendra and Sara were *super* helpful, kind and patient with us while trying every last idea in the book to make it all work out. In the end, there was no way to get the wheelchair on the plane so they offered us a no quibbles full refund.

Throughout the process they were both lovely to deal with and a real credit to the company. 10/10

Thanks,
Chris

glyn M. (.

I've never seen so many bad reviews yet I'm here to add my own. Nowt to do with a holiday booking, simply their poor taste in advertising voice over ..... we all know they are not really saying "booking". I would never book with this company at any price. Disgusted at the advert and disgusted at the Advertising Standards Authority who allow it to be broadcast before the watershed.

Suzann H.

I booked a holiday through On The Beach for October half term, upto that point, no problems. On the day of our holiday our flight going out was delayed, then delayed again and as the plane landed, the flight was cancelled. Rang OTB the following morning and explained the situation and asked for the options that were available for me. I was informed that due to the airline cancelling the flight I am entitled to a full refund minus admin fee (no more than £40). I received a refund but it wasn't the amount they stated, I was short by £154. Can't get hold of them by phone, email or through their chat bot so I've taken it up with my credit card company. Never again will I use this company.

Booking Reference
MYB12989185B

Iulia

I am writing to formally express my dissatisfaction and disappointment with the way I have been treated regarding my holiday booking (Booking Reference: MYB13117249B. I expected a fair and professional experience when booking through your company, but instead, I have been subjected to what I believe to be deceptive practices, unreasonable policies, and persistent harassment.

In April 2024, I booked a holiday to Antalya for May 2025 at a total cost of almost £4000, which I consider to be an inflated price. To my surprise, after the booking, the price for the exact same holiday, on the same dates and location, dropped by approximately £1000. I approached your customer service team to explore options to either change the destination or find a reasonable solution. However, I was informed that no changes could be made to my booking. This is not only disappointing but raises questions about your customer care and flexibility policies, especially when the holiday was booked more than a year in advance.

Adding to my frustration, the holiday package I purchased for such a significant sum did not even include basic necessities like luggage or transport. This is completely unreasonable for a holiday at this price range.

When I requested to cancel the booking due to the price discrepancy, I was consistently harassed with emails, messages, and phone calls, pressuring me to continue with the payment plan for a holiday that was clearly overpriced. The cancellation fees quoted to me amounted to around £2000, citing the cost of three plane tickets plus penalties. This figure is not only excessive but unjustifiable, given that the holiday is booked almost a year in advance, and most airlines allow for cancellations or changes with reasonable notice.

Furthermore, I was informed that my monthly payments were increased by an additional £100 without prior notification or justification, which I find completely unacceptable. This additional charge was not communicated upfront, nor was it reflected on the invoice, leaving me feeling deceived and forced into paying more.

As a result of this experience, I feel I have been harassed, misled, and subjected to unfair business practices.

Gary H.

Really really poor customer service or should I say if you want any form of customer service you have to pay extra. Never ever book a transfer with them, sat on a bus at the airport for over 1hr. Landed at 17:20 got to hotel at 20:00hrs. Resort was only 10 mins from airport. Dire service.

Zoe S.

Awful service, Been trying to get hold of them for months. We have booked our holiday and the hotel has since closed, and no phone lines are open to discuss matter..... Disgraceful. Pictures are brochure Pictures vs reality......

Beverley D.

I so agree with the last few posts Onthe beach customer service is disappointing the ChatBot or whatever its called is pointless I booked a 4 nite holiday to Turkey flight was delayed 1hr 45min so we arrived in Antaylia Airport about 1.15am, by the time transport was sorted which was abt 2am bearing in mind it's a 3hr journey to Hotel we arrived 5am. We were not offered a hot drink biscuits water nothing. Since arriving back to the UK iv tried to contact OTB to ask about the 1 nite that we didn't stay in the room OTB has taken my money and now i can't even speak to anyone this is disgusting and unprofessional I will not be booking with them again be very mindful when booking with these people....

Miles B.

Probably the worst company I have ever dealt with, booked a two bedroom deluxe apartment in Albufeira and received confirmation of that, a few minutes later I received a text to say that my booking had been “upgraded” to a one bedroom luxury apartment which turns out to be the cheapest studio apartment the hotel offers! Have spoken to about 7 different people at On The Beach to try and sort this out and everyone who works there is completely incompetent! I will never book with this company again and will tell everyone I know to avoid them at all costs!