Staff were nice and friendly Reception staff always helpful Food was plentiful and hot even though a little repetitive but was always something for everyone Lots of sunbeds All inclusive... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The hotel was very clean with modern rooms. All staff were extremely helpful and made our holiday amazing. The food was outstanding with lots of choice and as we booked Coral the Faro restaurant was b... See more
Company replied
As always easy to book hotel and flights via website however customers service both online and via call was unhelpful. Tried to get help with baggage and hotel booking details online but only was left... See more
Company replied
Overall the holiday was great. The only downside was we were given the wrong rooms on arrival. It clearly stipulated rooms with a sea view but ours were on the ground floor looking over the outside ba... See more
Company replied
Company details
About On the Beach
Written by the company
We’re On the Beach and we’re proud to be one of the UK’s leading online retailers of beach holidays. From humble beginnings in 2004 as a start-up business in a terraced house in Macclesfield, England, to our 2015 listing on the London Stock Exchange; we now send over 1.5 million happy customers away on their perfect beach holiday every year and have won lots of awards doing it.
We were one of the first online travel agents in the UK to have complete financial protection through ATOL, because we know how important peace of mind is to our customers when they book their holiday. That means, when booking a flight inclusive package holiday through us, you'll have complete peace of mind that your money is safe.
Visit our siteOn the Beach Holidays
Written by the company
Contact info
The easiest way to reach us is through our handy Live Chat feature. You can find this under the 'Help and Contact' section of your My Bookings account, and one of our beach buddies will be happy to help you on your way., United Kingdom
- www.onthebeach.co.uk
Hotspot from a hot spot
3.8
Great
97K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Hotel Complaint and Executive Summary
Hotel Complaint and Executive Summary
I am extremely disappointed with our stay, which fell far below expectations for a family resort and was stressful from arrival due to multiple operational and service failures.
Key Issues on Arrival
Despite pre-confirmed booking requests for a family room and two balcony rooms (including a cot requirement), we were allocated three twin rooms instead. No suitable alternative was initially available, and we were ultimately required to pay an additional £300 for an upgrade. A separate family apartment booked by my mother was also not ready on arrival.
Cot Provision Failure
A cot requested in advance was not provided for several hours, with no resolution until approximately 9:00pm, despite repeated follow-ups. This required escalation to a helpful receptionist (Alyssa), who was the only staff member to take effective ownership and resolve the issue.
Facilities and Accommodation Standards
* Buffet food was consistently poor in quality, with limited variety and bland preparation.
* Room condition was below expected standard, with visible wear including peeling wallpaper and poor maintenance.
* Toilets across the resort were frequently understocked, poorly maintained, and in some areas uncomfortably hot and unsuitable for use.
Safety and Accessibility Concerns
The splash area lacked lifeguard supervision, resulting in unsafe conditions where larger children frequently collided with smaller children. Accessibility across the resort also appeared limited for guests with mobility needs.
Customer Service Experience
Customer service was generally poor, with staff often unhelpful or dismissive when issues were raised. Alyssa and the shuttle bus team were notable exceptions, providing consistently excellent support and service.
Positive Aspects
The entertainment programme was enjoyable, and the shuttle bus service was reliable and well-staffed.
Overall Outcome
The stay was significantly impacted by booking failures, additional unexpected costs, delayed essential amenities, poor facility standards, and inconsistent customer service. While a small number of staff and services were excellent, they did not offset the broader issues.
I would not recommend this hotel without substantial improvements in booking accuracy, accommodation quality, hygiene standards, safety supervision, and overall customer service.
9 August 2026
Unprompted review
Reply from On the Beach
Hi Annalyse,
Thank you for taking the time to share your detailed feedback with us.
We were concerned to read about aspects of your stay that did not meet your expectations. We appreciate how important it is for holiday arrangements to run smoothly, particularly when travelling with family, and understand the impact these issues had on your overall experience.
As your travel agent, we're responsible for arranging your booking; however, room allocations, hotel facilities, food and beverage offerings, maintenance, staffing, and on-site health and safety measures are managed directly by the hotel. We appreciate you bringing these concerns to our attention.
We're pleased to hear there were some positive aspects to your stay, including the entertainment programme and shuttle service, and we appreciate your recognition of the staff members who positively contributed to your holiday.
If you would like your concerns to be reviewed further, please submit them through our Feedback Form available on our website. This will allow the relevant team to review your booking and, where appropriate, raise the matters with the accommodation provider directly.
Thank you again for sharing your experience.
On the beach
The hotel was very clean with modern…
The hotel was very clean with modern rooms. All staff were extremely helpful and made our holiday amazing. The food was outstanding with lots of choice and as we booked Coral the Faro restaurant was brilliant. Only negative was the hotel app which didn't always show correct information.
25 July 2026
Reply from On the Beach
Thanks Lee — delighted the hotel, helpful staff and Faro restaurant made your holiday brilliant. Sorry the hotel app wasn’t always accurate; we’ll pass on your feedback. Hope we can help with your next getaway soon 😊
The Team at On the Beach
Everything went very smooth i would…
Everything went very smooth i would definatly book again.
15 August 2026
Reply from On the Beach
Thanks — glad you'll return! 😊 Team at On the Beach
Nice and simple process
Nice and simple process
Alot of options for flights
Overall was the cheapest when it came to booking the holiday hopefully the holiday would be great as well
Thanks on the beach!
15 August 2026
Reply from On the Beach
Thanks for your kind words! Delighted booking was simple and good value — hope your holiday is brilliant. We’re here when you’re ready to book again 🙂 The Team at On the Beach
Everything was great easy to book and…
Everything was great easy to book and kept updated with payments and any other information
15 August 2026
Reply from On the Beach
Thanks Susan, glad booking and payment updates were straightforward 😊 The Team at On the Beach
There is no live chat
There is no live chat, you cannot speak to an actual person on AI, absolutely disgusting service, I need to talk to someone either via live chat or over the phone re my booking and payments but cannot do this only can I talk to AI
15 August 2026
Reply from On the Beach
Hi Charlotte,
Thank you for taking the time to share your feedback with us.
We appreciate that some customers prefer to speak directly with an advisor, and we understand your comments regarding our chatbot service. Our virtual assistant is designed to ask a few quick questions so it can direct customers to the most appropriate team as efficiently as possible, particularly during busy periods.
If you require support while you're away, our In-Resort Team is available to assist with any urgent issues and provide help throughout your holiday.
Thank you again for sharing your experience. Customer feedback is invaluable in helping us continually improve the service we provide.
Kind regards,
The transfer from the airport & back…
The transfer from the airport & back not available until booked. I have booked & paid for the holiday Even now I cannot book a transfer & having to look at alternative means. At time booking why could book the seats on the plane. Finally you cannot call anyone to help. Live chat wasn’t any help. Regards Kirit
15 August 2026
Reply from On the Beach
Hi Kirit,
Thank you for taking the time to share your feedback.
We're sorry to hear about the difficulties you experienced when arranging your airport transfer. Transfers are booked separately from the holiday package and can only be added once a booking has been confirmed. We appreciate that this may not have been as clear as expected during the booking process.
We also understand how frustrating it can be when you're unable to get the support you need. Your comments have been noted and will be shared with the relevant teams as part of our ongoing efforts to improve the customer experience.
Thank you again for your feedback, and we hope you had an enjoyable holiday overall.
Kind regards,
On The Beach
Overall the booking part was ok but the…
Overall the booking part was ok but the hotel was not what we expected. Would not stay at the hotel again. Was too loud, we thought we had a twin room as we have kids but it was too separate rooms which they did not change for us once we asked.hotel was clean overall.
15 August 2026
Reply from On the Beach
Hi Fahmida,
Thank you for taking the time to share your feedback with us.
We're pleased to hear that you found the booking process straightforward and that the hotel was clean. However, we're sorry to learn that other aspects of your stay did not meet your expectations.
We understand how important suitable accommodation is when travelling as a family, and we appreciate how frustrating it must have been to find that the room configuration was not as expected. We're also sorry to hear that the noise levels impacted your overall experience and that your request for an alternative room could not be accommodated during your stay.
Your feedback is valuable to us, and we'll ensure your comments are shared with the relevant teams for review. We are always looking for ways to improve the experience we provide to our customers.
Thank you again for your feedback. We hope to have the opportunity to assist you with a more enjoyable holiday in the future.
Kind regards,
On The Beach
Easy to use and to find the holiday of…
Easy to use and to find the holiday of choice. Easy ways to pay. This is our 3rd year booking with OTB.. straight forward and the App is great
15 August 2026
Reply from On the Beach
Thanks Catriona — great to hear you've booked with us three years running and found the app and payments easy. Enjoy your next trip 😊 The Team at On the Beach
So easy to book with OTB and always the…
So easy to book with OTB and always the best price ❤️ only take a few minutes and you’re booked.
15 August 2026
Reply from On the Beach
Thanks for your kind words! Glad booking was quick and great value ❤️ The Team at On the Beach
Reply from On the Beach
Thanks Amira — glad it was quick and easy 😊
The Team at On the Beach
Found the website easy to navigate
Found the website easy to navigate. Booking and payment sailed through. Definitely recommend. Holiday in 4 weeks time so will come back and review
15 August 2026
Reply from On the Beach
Thanks Wendy — glad booking was smooth. Enjoy your holiday in four weeks! Come back and let us know 😊 The Team at On the Beach
Overall the holiday was great
Overall the holiday was great. The only downside was we were given the wrong rooms on arrival. It clearly stipulated rooms with a sea view but ours were on the ground floor looking over the outside bar. We had to wait 24 hours before being moved to fourth floor rooms with superb sea views. We did received complementary bottles of bubbly as a way of saying sorry but we could not fully relax for the first day and had to live out of our suitcases which wasn’t ideal.
12 August 2026
Reply from On the Beach
Thanks Jason — sorry to hear about the room mix‑up on arrival and that you had to wait 24 hours and live out of your suitcases. We’re glad you were moved to fourth‑floor rooms with superb sea views and that the complimentary bubbly was offered. We appreciate your patience and feedback, and hope your overall stay remained enjoyable. We’d love to help you find an even smoother trip next time 😊
The Team at On the Beach
Inter 2 is an amazing 2 star hotel .the…
Inter 2 is an amazing 2 star hotel .the entertainment is fantastic all day long .We always ended up with a sunbed or chair by the pool; and the all inclusive was well worth it .
12 August 2026
Reply from On the Beach
Thanks Dave — delighted Inter 2 exceeded expectations, especially the entertainment, pool sunbeds and all‑inclusive value. Glad you had a lovely stay 😊. We’d love to help with your next trip. The Team at On the Beach
It was great
It was great, easy to book , straight forward I suppose, plus I’ve getting 2 other couples to book since I have
15 August 2026
Reply from On the Beach
Thanks Adele — brilliant you found booking easy and recommended us to two other couples 😊. The Team at On the Beach
After the 60 days price match ended
After the 60 days price match ended, the price of my holiday dropped significantly and I couldn't claim back any difference which put me off. I couldn't change hotels or amend any part of my booking, I felt trapped. Asides this, I tried to make the best of the holiday and I liked the experience, opened my eyes to things I didnt look out for in the past.
15 August 2026
Reply from On the Beach
Hi Temitope,
Thank you for taking the time to share your feedback with us.
We understand your disappointment after seeing the price of your holiday reduce once the 60-day Price Match period had passed. We appreciate that this may have been frustrating, particularly as no amendments could be made to the booking at that stage.
Our Price Match guarantee is available within the specified timeframe outlined in our terms and conditions, and once this period has ended, the booking is no longer eligible for price adjustments. Holiday prices can fluctuate based on availability, demand, and supplier pricing, which means they may increase or decrease at any time.
It's great to hear that you were still able to enjoy your holiday despite this experience. Should you wish to share any further feedback regarding your booking, please submit it via our feedback form through the Help Centre. This will allow the relevant team to review your comments directly.
Thank you again for sharing your experience and for choosing On the Beach.
Kind regards,
Told I would have 3 hold bags on flight…
Told I would have 3 hold bags on flight but once booked and paid for turns out not and loads of other extra hidden charges with no chance of getting my original money back so had to pay loads more. I will never book with on the beach or Ryan air flights ever again, massive rip off.
15 August 2026
Reply from On the Beach
Hi James,
Thank you for taking the time to share your feedback with us.
We understand your frustration regarding the baggage allowance and the additional costs you incurred after making your booking. We appreciate that this was not the outcome you were expecting, particularly if you believed that three hold bags were included as part of your package.
Baggage allowances are determined by the airline and can vary depending on the route, fare type, and booking selected. The baggage information included with a booking is displayed during the booking process and within your booking documentation.
We also appreciate your comments regarding our live chat service. To help direct customers to the most appropriate team, our virtual assistant asks a few questions before connecting you with an advisor. While this helps us manage enquiries efficiently, we understand that some customers would prefer to speak to an advisor straight away, and we value your feedback on this process.
Thank you again for sharing your experience. Customer feedback is important to us and helps us continue to improve the service we provide.
Kind regards,
On the beach.
I found it very hard as an 85 yr old…
I found it very hard as an 85 yr old lady, to cope with technology. It seemed all codes and using an iPad not able to open two windows I found it very hard. Even when I noticed I could use a password, that didn’t seem so easy either. I respect you trying to avoid scammers , it’s a good idea.
I have for a number of years booked holidays online and it’s been easier to speak to someone straight away, so whilst I am very happy so far with the deal and the hotel, ( apart from having to go from Gatwick an airport I dislike) I would hesitate to use you again. I keep getting codes I haven’t asked for, and it seemed to say I could send the details to my son who is travelling with me, but it never reached him, he is at present in Spain whether that was the problem I don’t know. But having all the details printed out today I have sent them to him for his perusal.
I even had emails asking if I was still interested in the off and if more expensive which it is, you would be offering a discount.
I hope we have a lovely time it looks a beautiful place and all inc. . My son was a rep. many years ago so he will be interested to see it.
Sincerely,
Patricia Kinchin
15 August 2026
Deflating - but positive overall
Once deciding to book
It has been excellent. However, prices when browsing were between £200 and £1000 cheaper than the actual price before extras
I found this extremely disheartening
15 August 2026
Reply from On the Beach
Thanks Christopher — glad your holiday was excellent. Sorry price differences were disheartening; fares can change with availability and extras. Hope to welcome you. The Team at On the Beach
Straight forward booking with competitive prices!
Found the booking procedure really straight forward. The only weird bit was after booking, it was 24hrs before I received notification that the holiday was confirmed. Haven’t actually been on the holiday yet but so far so good. The price was also much cheaper than I found on any other website. As long as the holiday I’ve booked goes ahead as planned then I will definitely use On The Beach again. Fingers crossed!!
12 August 2026
Reply from On the Beach
Thanks for your kind words! We're pleased booking was straightforward and you found a great price — that's what we aim for. Sorry the confirmation took 24 hours; glad it arrived and everything's looking good so far. Fingers crossed the holiday goes ahead as planned — we'd love to welcome you back for your next trip 😊
The Team at On the Beach
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.