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
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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
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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
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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
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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.
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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
Easy to book great payment options good…
Easy to book great payment options good value for Money and amazing choice of hotels
12 August 2026
Reply from On the Beach
Thanks for your kind words! Glad it was easy 😊
The Team at On the Beach
I am not writing a fourth review of On…
I am not writing a fourth review of On the Beach as we are still waiting on our letter to provide to our travel insurance. Our holiday was cancelled on 7/7/26 due to a family bereavement. When we requested a letter it states 30 days and that we will be charged £30 for this. We have not exceeded this 30 days and nor received our letter. it is impossible to get any response from On the Beach except by publishing on Trustpilot!
Their latest poor response now states as below.
“I've personally checked your account and can confirm that we've received your request and that it is currently being reviewed by the relevant team. Please be assured that your case has not been overlooked and is actively being worked on.
The current processing timeframe is between 28 and 56 days. I appreciate that this is a considerable period to wait, particularly when you've already been given an expectation and are eager to have this resolved. While we are unable to expedite the process, the team is working to complete your request as soon as possible.
Thank you for your patience and understanding while we work through this. We appreciate how significant this matter is and will ensure that confirmation is provided as soon as the request has been processed.”
So we have went from 30 days to up to 56 days. Unbelievable when this will be a standard short letter.we just want to warn others how impossible and disappointing they have been to deal with. Let’s hope for a miracle and they send us this letter soon.
I have no patience left! All this is adding further unnecessary stress.
7 July 2026
Unprompted review
Reply from On the Beach
Hi Sinead,
Thank you for contacting us regarding your request for a no-show letter.
Firstly, please accept our sincere condolences for your loss. We appreciate that this is a difficult time, and understand the importance of receiving the documentation you require.
Your request is currently being processed; however, these cases can take up to 56 days to complete. As it has been just over 30 days since your request was submitted, we kindly ask for your continued patience while the relevant team completes their review.
We will be in touch as soon as an update is available.
Thank you for your understanding.
Kind regards,
Our original holiday was cancelled and…
Our original holiday was cancelled and it took too long for you to sort out another hotel
12 August 2026
Reply from On the Beach
Hi Mr Paul Fulham,
Thank you for taking the time to share your feedback.
We understand how disappointing it must have been to have your original holiday cancelled and to experience delays while alternative arrangements were being confirmed. We appreciate that this would have been a frustrating situation, particularly when you were looking forward to your trip.
As we're unable to discuss specific booking details on Trustpilot, we would encourage you to submit your concerns via our Feedback Form on our website. This will allow the relevant team to review your booking and respond to your concerns directly.
Thank you again for sharing your experience with us.
Kind regards,
On The Beach Team
On the beach have exceptionally poor…
On the beach have exceptionally poor customer service. Immediately after booking needed to change flight - you literally can’t email or speak to anyone you only use a chat bot. Had to deal directly with airlines and pay fees for a change within a hour of booking. I won’t be using again and will go to the high street to see Hays for a decent service!!! Which probably saves you money too!
15 August 2026
Reply from On the Beach
Hi Andy,
Thank you for taking the time to share your feedback with us.
We appreciate your comments regarding your recent experience. We understand that needing to contact the airline directly regarding a flight change shortly after booking was not what you expected, and we can appreciate your frustration.
Our chatbot is designed to help connect customers with the most appropriate support as quickly as possible, particularly during busy periods. However, we recognise that some customers prefer a more direct and personal interaction, and we value your feedback on this.
As your travel agent, certain airline schedule changes may need to be managed directly with the airline, depending on the nature of the change and the booking. We understand this can sometimes be inconvenient and appreciate your patience throughout the process.
Thank you again for sharing your experience. Customer feedback plays an important role in helping us improve the service we provide, and we hope to assist you with another holiday in the future.
Kind regards,
On the Beach
Easy to book
15 August 2026
Reply from On the Beach
Thanks Frankie — so glad booking was easy. Hope we can help with your next trip 🌞
The Team at On the Beach
Reply from On the Beach
Thanks Mike — so pleased! The Team at On the Beach
They respond before you book and become…
They respond before you book and become impossible to get help when you have an issue post paying/booking
15 August 2026
Reply from On the Beach
Hi Rosemary,
Thank you for taking the time to share your feedback with us.
We're concerned to hear that your experience since making your booking has not met your expectations. We understand how important it is to feel supported and informed when planning your holiday, and we appreciate you bringing your concerns to our attention.
Providing a positive customer experience is a priority for us, and your feedback helps us identify where we can improve.
To allow us to review your concerns fully and discuss your booking securely, we kindly ask that you submit your feedback through our Help Centre feedback form. This will enable the relevant team to investigate the matters you've raised and respond to you directly.
Thank you again for your feedback. We value your custom and look forward to the opportunity to address your concerns.
Kind regards,
On the Beach
Accidentally booked a flight at the…
Accidentally booked a flight at the wrong time. There was no help to get it changed
15 August 2026
Reply from On the Beach
Thanks Sue — sorry about the booking. We'd love to help next time. On the Beach Team
I paid £400 extra for better flights to…
I paid £400 extra for better flights to fly back at a better time. The flight was cancelled and I was put onto the cheaper flights. They didnt automatically refund the extra money. And despite 3 months of messaging them, they have not responded. I have asked to speak to a person and it hasnt happened. Hellish company, dont use them if you want any sort of customer service.
29 June 2026
Unprompted review
Reply from On the Beach
Thank you for your review! We've sent you a request for some additional details to help us better understand your experience. Once we receive those, we'll follow up with a full response.
Would recommend 🙌
The app is easy to use.
When our flight was cancelled, we were contacted immediately and the refund was speedy.
I would recommend for booking your holidays on On The Beach
15 August 2026
Reply from On the Beach
Thanks Helen — glad the app was easy and we sorted your refund quickly. Thanks for recommending us; see you next time 🌞
The Team at On the Beach
Can’t amend a booking in any way
Can’t amend a booking in any way. No cooling off period. Grandson had changed his mind and we’re stuck to the full price. Cancellations fees are very unreasonable. Won’t be returning to this site again nor will I recommend to anyone.
15 August 2026
Reply from On the Beach
Hi Peter,
Thank you for taking the time to share your feedback with us.
We completely understand how upsetting it can be when circumstances change unexpectedly, particularly when plans involve a loved one. While we appreciate your frustration, all bookings are subject to the terms and conditions agreed to at the time of booking. As outlined in these terms, bookings do not include a cooling-off period, and cancellations or amendments may be subject to charges.
Cancellation fees can be significant, as they often reflect costs that have already been committed to suppliers such as airlines, accommodation providers, and other travel partners. We aim to make these terms as clear as possible throughout the booking process so that customers can make informed decisions before confirming their travel arrangements.
If you would like any clarification regarding the charges applied to your booking, or if there is anything further we can assist with, please don't hesitate to get in touch. Our team will be happy to review your booking with you and explain the options available.
Thank you for choosing On the Beach. We appreciate your understanding and hope to assist you again in the future.
Kind regards,
On the Beach
Booked for 3 adults and 1 child and OTB informed the hotel 4 adults were arriving. OTB didn't help and we had to pay 420 Euros extra.
I searched for an all inclusive for 3 adults and 1 child (you have to enter the child's age) and the option for 2 rooms. The search returned HD Lobos Natura hotel Fuerteventura and the room that came up was a double room x 2. I then selected a more expensive early flight to enjoy the first day and added transfers.
We arrived at the hotel and the manager said we cannot get those rooms because they are adult only. They said OTB sent confirmation to the hotel for 4 adults, I showed them my booking confirmation/receipt for 3 adults and 1 child. As the double rooms were in an adult only area our only option was to upgrade 1 room to a family room for 420 Euros. They said we'd need to call OTB as they have no hotel rep unlike Tui or Jet2. We spoke to an agent at OTB (she asked me to send her my booking reference confirmation email), after waiting ages on hold she said it was their mistake and they'd sort it, they even told this to the hotel manager who was beside us. They said they'd call back within the hour but never did. When we called again they spoke to the hotel evening manager and ourselves. After another long hold we were told they can't help it was our fault and I booked adult only rooms (which is completely untrue as adults only rooms were never mentioned anywhere when I booked). After 4 hours sitting in the lobby trying to sort this, tired, the day wasted, and OTB not helping and blaming me, we had no other choice but to pay 420 Euros on top of the money we'd already paid for the all inclusive. I booked 3 adults and 1 child and OTB sent confirmation for 4 adults to the hotel. I have all the documentation, paperwork and proof. The time, stress and money wasted, it ruined our holiday. If someone didn't have 420 Euros they'd be stranded. I have never ever experienced these shady business practices. They never replied to my last email.
1 August 2026
Unprompted review
Reply from On the Beach
Thank you for your review! We've sent you a request for some additional details to help us better understand your experience. Once we receive those, we'll follow up with a full response.
Reply from On the Beach
Thanks — The Team at On the Beach
Great site for holidays
Easy to navigate the whole package i was looking at and the booking process was straightforward
15 August 2026
Reply from On the Beach
Thanks — glad the site was easy and booking straightforward 😊
The Team at On the Beach
Went to Turkey for a week
Went to Turkey for a week. Overall the trip was ok, however the sales rep in the hotel selling the excursions was great when he was receiving money for trips. When I needed to complain that’s where he lost all interest. Booked to take my day out horse riding, paid and was taken to the destination via taxi booked by the rep. The whole journey consisted of listening to music that contained swearing and the use of the N word. The horse riding was very poor and as soon as we arrived it was all about money. Paid for photos which were not great. This was all reported to the rep and nothing! Do not pay for anything via them. They are happy until you complain. A child having to endure this sort of thing.
12 August 2026
Unprompted review
Reply from On the Beach
Hi Alexander,
Thank you for sharing your feedback. We're sorry to hear about the issue you experienced with the sales representative at the hotel. Please note that the hotel representatives are independent and not linked to On The Beach (OTB). Therefore, any complaints regarding sales reps at the hotel need to be raised directly with the excursion company responsible for those services.
If you do not have the contact details for the excursion company, we recommend contacting the hotel directly to request this information. This will enable you to address your concerns with the appropriate party.
We appreciate your understanding and hope this helps you resolve the matter promptly.
On The Beach Team
The price was right not too happy that…
The price was right not too happy that the hotel was two hours away
15 August 2026
Reply from On the Beach
Thanks Donna — glad price suited; sorry about transfer. The Team at On the Beach
Straight forward and very good price
13 August 2026
Reply from On the Beach
Thanks! On the Beach team 🙂
Reply from On the Beach
Thanks Kim — glad the site made finding hotels easy 👌 Hope to help again soon. The Team at On the Beach
Our flights were cancelled by the…
Our flights were cancelled by the airline, and we've had no communication from on the beach to inform us. We're unable to reschedule flights and it's impossible to speak to a real person, we just keep getting sent in circles by their AI chatbots. Disgusting service! All I need is to speak to a human!! I'm guessing I'm going to get an automated AI response to this from them lol.
13 August 2026
Unprompted review
Reply from On the Beach
Thank you for your review! We've sent you a request for some additional details to help us better understand your experience. Once we receive those, we'll follow up with a full response.
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