On the Beach Reviews 

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

Firstly the bags were not put on on the booking, this caused immense stress at Manchester Airport who charged for bags there and then, we had to use our holiday spends. We had to allocate hours trying to get through to yourselves as we didn’t want the same to happen in an Egyptian airport. The stress trying to get hold of you ruined the holiday. The chat bot sent us to a WhatsApp chat that just gave automated responses and kept us on a loop for days. We eventually had to pay for an add on on our phone to call. The money was refunded eventually but no compensation for the loss of hours on our holiday trying to sort it out!!. Secondly the return flight was incorrect coming home a day later, again we could not get hold and had to pay for a second add on to the phone to call. The girl we spoke with Anna was worse than a robot. On explaining that the flight was incorrect she just kept confirming the flight and huffing and puffing down the phone with long pauses before she answered. There was no willingness to help or trying to accept ownership of a problem we were facing while in a foreign country. As we where getting no sense we had to pay for the change of flight home. Again costing money. We had to pay £257!! This has been the first experience with on the beach I have had to encounter and I wish to never have to deal with you again. When you are in need of help and assistance no one is willing to help. Even if you show dissatisfaction there is no complaint process the whole thing was a joke. I cannot believe we spent thousands of pounds for a relaxing holiday only for it to be ruined by the company we booked with. One debacle to the next. Your staff are in immediate need of retraining.

Its completely easy to book and manage your booking. Great prices. The online chat used to be good, but recently with the ai its impossible to actually get matters sorted. Ive been lucky when ive needed something in the past as ive booked several holidays through yourselves. I appreciate you're cheaper as you dont have phone lines but i think you need to make yourselves a little more accessible to customers

To be honest I done most of the work my self iv been looking to book for 2 months now and found Tuesdays was the best time to book! Prices have been up and down for the past month now with only 30 odd days before I wanted to be in turkey Prices have dropped nearly £200 sorted but you don't tell people this and then end up with unsold seats i know you do a price promise but I wasn't offered this when I booked at least I'm all sorted now with a purchase I'm happy with thanks

Nikki got us a refund after spending one night in a hell hole. She was very quick about it and polite the whole couple of days it took. Thank you Nikki 👏

On the Beach are great at selling holidays, but terrible when something goes wrong. They moved our return flight forward by six hours, but we couldn't contact anyone to try to move times or days to get that part of our holiday back. Their automated system was useless and didn't help at all.
Once at the hotel we encountered nothing but issues with room doors not locking and safes not working. Our in resort rep refused to help and blamed hotel staff, who in return blamed the rep.
We have attempted to complain, but they pass us back to the hotel and take no accountability.
I would now always pay extra for a human travel agent to book my holiday.
I wouldn't recommend On the Beach to anyone. Absolutely rubbish

Easy to book. Competitive price.

Overall it was a nice place to stay.

Let’s start with the positives:
- Good location with easy access to the train/bus station
- Walking distance to the BioParc Zoo & also Miramar Shopping Centre
- Beach nearby, lots of restaurants, pubs, cafe’s, supermarket shops, and shisha bars all near by within walking distance
- The hotel has nice staff that are helpful, the cleaners clean once each day and do a great job, the entertainment staff are lovely to speak to
- The buffet had a variety of food which was lovely
- Really cheap and affordable prices everywhere

The not so positives:
- The hotel being classed as 4 stars is a stretch it should really be 3 stars as it does look slightly outdated
- The room had practically no plug sockets except for the socket for the TV and mini fridge and then just the one in the bathroom so having no where to charge our phones / devices other than the bathroom or by unplugging the tv wasn’t ideal
- You need to pay to use and rent the Safe, I’m not sure if this a popular thing but I’ve travelled a lot and it’s the first time I’ve come across this
- The happy hour should include the pool bar as well
- The pool is small and there aren’t enough lounge chairs given the size of the hotel which is weird given that it’s a “4 star” hotel. You’d expect to be at least 2 pools or one big one but that’s not the case. So it was frustrating having to wait until someone left and quickly trying to find a lounge chair.

Overall I would recommend this place if you want somewhere budget friendly and aren’t too picky with things and if you’re someone that doesn’t mind too much where you sleep as long as your maximising your holiday stay with other things.

Hi have booked a holiday with yourself but when I try to sign up for an account to manage my booking the code I'm sent ,says number is invalid . Have tried numerous times but no luck, please advise