On the Beach Reviews 

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

On the Beach is good but I hate how they try and scam you into paying more. I looked at the same hotel and dates a week or so before I booked, emailed it myself at that price. I expected the price to go up somewhat but when I looked at it a week later on the App it was £300 more expensive. I then thought I’d have a look at the exact same holiday on a private browser… shock the holiday had gone down to pretty much what I was originally quoted. They push you to make an account/download the app when really they are just doing it to gather the data they require for you to spend more. So yeah On the Beach is fine to use, just make sure you are either booking as soon as you find the deal or check it out on a private browser before securing your holiday

Excellent service throughout the booking process.

Our holiday was easy to book and let us know what extras are available if we wanted them. The apartments are very clearly described and backed up with photos. The price is excellent for this holiday.

Very detailed web site, shiws everything you need to book a holiday and easy to use

Had to use live chat due to a query about a refund, it took almost an hour to get through which isn't great, but I got through to Rio who was really helpful and resolved my query really quickly.

Everything was so easy to do online clear details and pricing it didn't take long to find our holiday and book it.

Great and easy to navigate

Easy to navigate and reminds you to get your extras such as hold bags seat pick and airport parking etc

Rating: 0/5 Stars

ABSOLUTE NIGHTMARE – Avoid On The Beach at All Costs

My name is Ari, and this is my firsthand nightmare with On The Beach.

I have used many holiday companies in my time, and I can say with complete certainty that On The Beach is the worst company I have ever dealt with. Even the shoddiest, budget operators I’ve used in the past are lightyears ahead of this outfit. This has been an absolute catastrophe from start to finish and it happened to me.

Here is what happened: I searched for a holiday using the On The Beach app, specifically selecting Cardiff and Bristol as my departure airports. I found a package, paid, and confirmed the booking.

Shortly after, I received the confirmation email and to my horror, it showed my departure airport as Edinburgh, Scotland. That is a 10-hour drive from where I live! The app clearly glitched or ignored my search filters, yet they took my money anyway.

The real nightmare began when I tried to fix it. Their customer service is non-existent. They do not have humans; they only operate a robotic chatbot that sends you around in endless, infuriating circles. It cannot even handle basic queries, let alone a major booking error. I tried every possible trick to get through to a real person, but nothing works. It feels like the company is run entirely by machines.

I contacted the hotel directly they said they couldn't help and told me to speak to On The Beach. I contacted the airline they said the same thing. I am trapped in the middle with no one to turn to.

I have paid £3,500 for this holiday, and my travel date is the 13th of August. I am now left with no holiday and a massive hole in my bank account. I even contacted my bank to stop the pending payment, but they said it has to clear before they can help.

Please, do not make the mistake I made. Run as far away from this company as possible. Even if you have to pay an extra £1,000 to book with literally anyone else, do it. It is worth the money to avoid this level of stress and incompetence.

Ari