On the Beach Reviews 

Very Simple and the best rates on the market, I have used the On the Beach a few times now and everything went very smoothly.

I paid my holiday off start of this month they still went into my account today to try take money for last installment my app says all payed up I’m terrified there gona cancel my holiday we waited all year for my holiday was paid off through a link and my holiday is paid up

Very good prices for where we picked to go. Everything in the one place and easy to use website, however I would have liked an option to pick what room we stayed in. We were put into a standard room with no option to upgrade to premium on the website.
The App is very easy to navigate, and the countdown timer was a nice touch.

1 Star – I'd give 0 stars but need to give at least 1 to leave the review. Extremely disappointing customer service,

I will never book with On the Beach again.

Just days before our family holiday, our outbound flight was cancelled by the airline and changed from London Stansted to London Gatwick. SunExpress advised us that because we had booked through On the Beach, only they could help us change our flights or arrange a suitable alternative.

Despite contacting On the Beach multiple times through their live chat well before we travelled, I received no response or support whatsoever. We were completely left on our own to deal with a situation that wasn't our fault.

Because of their lack of customer service, we lost £100 on non-refundable airport parking and had to pay £195 for a taxi from Ipswich to Gatwick and another £150 to get home from Stansted after returning. That's £445 out of our own pocket, simply because nobody at On the Beach was available to help.

The most upsetting part was that we were travelling with a two-year-old toddler and a four-month-old baby. Instead of starting our holiday excited, we spent it stressed, anxious and exhausted, making long, unnecessary journeys with two very young children. We booked a package holiday expecting support if something went wrong, but when we needed that support the most, On the Beach completely failed us.

It's not just about the money—it's about the complete lack of communication and customer care. Being ignored while facing a cancelled flight and travelling with young children is simply unacceptable.

I have submitted a formal complaint and hope On the Beach takes responsibility for the financial losses and distress their poor customer service caused.

I would strongly advise anyone considering booking through On the Beach to think carefully about how much support you can realistically expect if something goes wrong.

I need help regarding a booking I made for my holiday. Due to a site error, I need to correct only the surname of all three passengers. My travel date is 03/07/26, but I am now receiving a message stating that it is too late to make changes because the departure date is approaching.

I have been trying to change since I booked the holiday.

Could you please advise me on the next steps? I would be grateful for any assistance you can provide, as I do not know how to proceed from here.

27/6/26
I’m in the queue waiting for agents to respond.
Thanks.

There is no customer service if you have any issue.
I discovered this when following their own guide to linking 2 bookings that didn’t work, I tried to get help via their AI assistant chat, that went round in circles despite trying to get it to link me to a real person. They have no WhatsApp, Instant Messenger or email to contact. Found a Facebook group to see if I could find out how to get help and there it was apparent there’s no contact or help if anything goes wrong (like a flight getting cancelled or changed for example). People were so desperate they were talking of driving an 8 hour round trip to get to their office in Manchester.
We travel next week, I know from other people they’ve had an email to warn of work going on at our hotel but we’ve had no communication from OTB and I know I can’t contact them to ask about it. I'm just dreading anything going wrong on our holiday where we need their help. Im never using them again, I’d rather pay more for the holiday. I recommend anyone find the public Facebook group and read the many horror stories on there and people desperate for help. The one tip I did learn was that when their Chatbot won’t connect you to a real person, keep typing ‘scam’ or ‘scammed’ to every question about what you need help with. Eventually you should get linked to a person.

Currently awaiting customer service to reply to me in relation to an overpayment

Booked last year easy
This year not so easy with 2 different airlines

Absolutely fantastic so easy to use and excellent prices a payment plans. Have already used them again for next holiday

Great choice and prices

Absolutely disgraceful experience with On the Beach.

We paid €2,541.12 for a family holiday and, when we were unable to travel, were told by On the Beach that the hotel had refused any refund and that there was nothing they could do.

Not believing this explanation, as I am a hotel manager I contacted the hotel directly. Not massively to my surprise, the hotel provided written evidence showing that the booking was eligible for free cancellation and that they had approved the cancellation request. We were also shown correspondence confirming this.

This means that while On the Beach was blaming the hotel, the hotel was not actually responsible for refusing the refund at all.

What is most concerning is that customers should not have to uncover the truth themselves after being given inaccurate information by the company they booked with. Had we simply accepted what we were told, we would have lost over €2,500.

I emailed On the Beach on Friday seeking an explanation as to why incorrect information was provided and why responsibility was placed on the hotel, yet I have received no response whatsoever.

The refund is only part of the issue. The bigger issue is the lack of honesty, accountability and transparency throughout this entire process. A company handling customers’ money should be held to a much higher standard.

I will be taking this matter further and sharing the evidence provided to me so that other customers can make informed decisions before booking through On the Beach.

Without the intervention of the hotel and our own persistence, we would still be out of pocket thousands of euro today.

Extremely disappointing and completely unacceptable.

I wouldn’t recommend or book with on the beach in the future.

To top it all off it took 3 days to get through their AI chats and speak with a real person.

We recently booked our holiday through On the Beach including Ryanair flights and an 11 night stay at Hotel Horitzo in Blanes and the entire holiday was excellent from start to finish.
Everything was exactly as described and met our expectations. The booking process was straightforward and all travel arrangements went smoothly. Hotel Horitzo was absolutely fabulous clean, comfortable and perfectly located directly opposite the beach. The scenery was stunning with beautiful sea views and breathtaking surroundings that made our stay even more special. Waking up to the fabulous views every morning was a real highlight. The hotel staff were friendly and helpful and the overall atmosphere was relaxing and welcoming. As a couple we had a wonderful holiday and couldn't have asked for more. We have booked with On the Beach on one other occasion and would happily book again and highly recommend both On the Beach and Hotel Horitzo to anyone looking for a stress free beach getaway in Blanes.
★★★★★

It's very easy to bookna holiday with on the beach. My only complaint is when you need to make a change there is no option you have to wait days for customer service to respond to your query to change a flight or flight time. So therefore once you book you dont have the option to change anything

Great and easy service. Great deal on flight on hotel....

Transfer was on time , hotel was perfect

Fantastic website. Can filter holidays by so many options it’s makes it so simple to find exactly what you are seeking. Seamless booking experience. No issues whatsoever - would 💯 recommend 🤩

Terrible! We have used this company for many years, but now they have invested in AI that doesn't understand any requests. In the past, I could reach a human and resolve any issue, even with the live chat. Now, it is impossible to reach customer service by phone or online; everything leads to an AI chat, which is useless.