On the Beach Reviews 

I contacted your team within 20 minutes of booking advising I had noticed the wrong date on my confirmation- you advised me cancel and rebook - but want to charge me £400 for the privelege for a booking that doesn’t travel for over 7 months. Has not been ticketed by the airline, has free cancellation on the accommodation until 28 days before.
Abta guidelines advise that cancellation charges must be fair - £400 within 20 minutes! Is absolutely ridiculous.
I have asked for a clear breakdown of the charges, how they’ve been accrued and to have a reply from a service manager - 3 days later and not a word from anyone.

Lovely well equiped hotel with very hospitable staff. Fantastic huge clean pool. High standard of evening shows. Great fairly priced excursions.

Dan Newton

Easy to book

The company make it so hard to spk to them with only messages and live chat and no direct phone number to speak to a human.
However when I finally got through to Kay s on chat she was brilliant and sorted my issue out.

AVOID AT ALL COSTS!
Me and my Mrs stayed in the hotel da Vinci, Milan, Bruzzano.
Upon arrival at the hotel we had to change rooms four times due to bad stench or cleanliness and mould. Contacted onthebeach via phone which we have a reference number for, contacted onthebeach all the way through the holiday, the only outcome they can come up with is a £35 voucher after disregarding all the issues and stress they’ve caused during the holiday, was promised a hotel switch and they did not get back to us. Horrible company and will NEVER be using them again. They are a joke to get a hold of, they claim to be on WhatsApp daily, but they wait hours before responding and also accuse you of bringing it to their attention on the last day of your holiday which is not true. This company needs to be shut down. Hotel did not offer do not disturb signs and when taking a nap during the day a cleaner came in whilst we were sleeping and it put us both on edge the entire holiday. Unbelievable company and their desire to fix problems is non existent.
MONEY GRABBING SCAMMERS.

Easy booking, great price!

Great service

easy enough to book as used this site few times now, prices are always good and booking process is easy. Had some good holidays and will use again for future bookings.

Booking process ok but had to confirm with airline too. Then got an email advising that part of airline extras (seat booking) had not gone through and that I would have to sort with Ryan Air whilst waiting 3 days for a refund. When I did this it cost a minimal £4 extra for same seats. Not a seamless process that I was hoping for.

I would like to sincerely thank Vicki C for the outstanding customer service she provided.

After weeks of frustration, repeated forms, and multiple conversations without a resolution, Vicki took ownership of our case. She listened, understood the issue, explored the available options, and kept us updated every step of the way.

Thanks to her efforts, both of our bookings were successfully changed so that our family can travel together, which was incredibly important as we are celebrating my 50th birthday and my mum is travelling from abroad to be with us.

Vicki was professional, compassionate, efficient, and genuinely cared about helping us. She resolved in a short time what had remained unresolved for weeks.

Thank you, Vicki, for your patience, kindness, and excellent customer service. You are a real credit to On the Beach.

The hotel was not as described and some of the staff were rude and unhelpful. However, others were fantastic.
One bar manned by 2 staff for the whole of the hotel guests. Pool waters that turned everything green. Mosquitios in your rooms and staff that refused to spray the rooms. No air con and filthy rooms. The food was not the best and the entertainment was not great. Not mention being told that you can not get a clean towel or a shower when leaving for a late flight!

Ways to make this better would be to have activities for children (pool carpets, foam parties, floats, ice creams for children, soft drinks for self service, a snack bar that is self service) a room where you can change/ shower after checking out. The main entainment to be put on after the mini disco, the shows started at 11pm and my children were asleep before they began.

The hotel has potential but very very dated!

Positives: bar staff where friendly and worked very hard. Entertainment team were friendly and did their best. Night reception staff were welcoming and helpful unlike the day staff. Plenty of pools and loungers to choose from. Plenty to do around the area for a weeks stay! All the excursions were brilliant (quads, cabel cars, markets, boat trips, paradise valley).

Overall it is what you make of it but I will never return here! Especially since 4 out of 7 returned unwell with sickness and dihorrea.

Had an issue with the booking this was Sunday and still no human contact to try and rectify it. If I cancel it and rebook elsewhere it will cost me £500+. What happened to customer service…

As always everything nice and easy , thank you again

Overall, I was quite disappointed with this hotel. The room was very basic and felt run down. We were given a ground floor room with doors opening directly onto the balcony, which wasn’t very secure at all with a small bolt locking the door that could have easily been pushed open from the outside. This meant my daughter couldn’t sleep in the living area & had to share our bed. Housekeeping also wasn’t up to standard, as the rooms weren’t cleaned very well.

The restaurant food wasn’t terrible, but it was very repetitive, so we ended up eating out most of the time. In hindsight, paying for the all-inclusive package was a waste of money for us.

The entertainment was very poor, so we didn’t bother staying for it. The bar also closed promptly at 11pm every night, with no flexibility.

Most of the hotel staff came across as quite rude, although the reception staff were the exception—they were friendly and helpful.

The hotel does have three lovely pools, but I wouldn’t recommend it for families with young children. Inflatables aren’t allowed, and the pool staff were very strict and not particularly welcoming.

The biggest positive is the location. It’s absolutely superb, with shops and the beach just a short walk away.

Overall, while the location and pools were good, the tired rooms, poor cleaning, repetitive food, lack of entertainment, and unfriendly staff meant we wouldn’t choose to stay here again.

It's so easy at first to make your choices, then if your someone like me who is not so good on the Internet everything gets so co.plex. Book your flights with the airline although I have already booked my holiday. Ryanair have only confirmed my homeward flight?? Not how I get there. Trying to get into the sight is just horrendous. No-one to talk to about any problems. Live chat is yet again dozens of choices, none relating to what I needed, you can't reach anyone.
Will not be booking again with On the Beach.
Don't even know how I am going to manage the booking I have already.
There should be easier help available to people unsure of how to proceed.
Total madness. You shouldn't need ro be continually logging in. Various numbers sent to your emails, then they say its the wrong numbers you have entered. Or even stupider, wrong email address, people know their own email addresses. Your already speaking to them on their email, just far to complicated. I know you have to have safety measures but it's gone from the sublime to the ridiculous

⭐☆☆☆☆

I am extremely disappointed with how On the Beach handled our situation.

After a very distressing incident at the hotel, where we no longer felt safe staying there, I contacted On the Beach for help. Initially, I was told there was nothing they could do. It was only after I explained that the situation was unsafe and causing us significant distress that they took any action.

Two days after the incident, they offered to refund only the remaining three nights of our hotel. The only alternative they gave us was to book another hotel through them, but every option required us to pay at least another £100. I explained that we could not afford this and that we needed the refund first so we could secure alternative accommodation.

We agreed to check out as requested and were told that the refund would be processed after we had left the hotel. However, once we checked out, we were informed that the refund would take 3–7 working days to reach us. This left us without the money we needed to book somewhere else to stay. Despite knowing our circumstances, they showed no concern for the fact that we had nowhere to go and then simply closed the chat.

I expected a travel company to support customers facing an unsafe situation, not leave them without accommodation or immediate access to the money needed to find somewhere else to stay. I found the customer service slow, unsympathetic, and completely unsatisfactory.

Based on my experience, I cannot recommend On the Beach.

Quick and easy booking process and prices was good. The only thing was travel insurance i was unable to buy this through yourselves due to one of the passengers was over 70 years old

Very easy to book, had a little problem trying to pay but quickly resolved

Was easy to do and sort out what I needed.

The place was good for the price
The only thing was… we were leaving the hotel 8pm.. but they said that the food and drinks finished at 12 noon , so for 8 hours before heading back home we bought our own food and drinks although it was an all inclusive