On the Beach27 reviews
This score is based on 27 genuine reviews submitted via BritainReviews since 2017.
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It started as a dull, ordinary booking — I spotted the package on a comparison site and, since my sister had used the company before, I even told my brother to book the same deal. It included airport parking and the night-before hotel, reasonable price, so we were pleased. Then two weeks before travel an email dropped saying our hotel was closing for refurb. I was sceptical from the off; the four hotels they offered were cheaper and noticeably lower-rated, a real downgrade. Their first responses were slow and a bit bureaucratic, so we chased, cited policy, kept records — the usual faff. The turning point, the exact moment I felt satisfied, came when an agent dug a better alternative out of the system, confirmed they’d cover the price gap and organise transfers, and then actually sent the confirmation. That single message eased all the stress, oddly quickly. I won’t pretend it was smooth — the 12-day gap and the initial runaround were frustrating — but once someone took responsibility and fixed it, it made a big difference. I’d first seen the deal online and had recommended the company to family, which made the scare worse, but in the end they honoured something close to the original standard and gave a partial refund. I still think they need to sort out their communications and be quicker with alternatives, and yes I nagged a bit to get there, but overall I was relieved. If you book with them, keep all paperwork and chase early — that helped me secure the better option. Not a rave, not a rant, just a warning and a reluctant thank you.
Booking was more hassle than holiday
I only started using them because the deal looked cheap and I needed a quick week away in late spring. First impression was odd — right after I clicked book I had to sign up for their own payment card, register it personally (yes, upload details and all that) and then sort a separate seat-only flight via EasyJet. That felt like being handed a jigsaw halfway through the order. The app promised to be helpful but mostly made routine things harder. Adding hold luggage through the app cost more than double what the airline charges directly, and reserving a seat was similarly inflated. So you save on the headline price and then slowly drip-feed payments back at you. Changing anything later? Practically impossible. The app didn’t let me make meaningful amendments and trying to speak to a person was worse. The 24-hour helpline rings for ages and then the line drops or you’re told to call back because they’re “very busy” (which is just frustrating, not comforting). The chatbot is equally useless if your question isn’t an exact fit for its narrow script — it just spins you round. Airport transfers at our resort were another sticking point; there was no staff on the ground to meet us, while other operators had reps guiding people with tired faces to minibuses. That contrast was striking. The real low point was an unexpected emergency diversion on the return flight that forced a 26-hour stopover in Turkey; we heard nothing from the company during that time — no check, no information, no offers of help. Felt like we were on our own the whole time. Overall the product isn’t well supported by practical customer service or reliable delivery, despite reasonable initial prices. Personally I’d now book hotel and flights separately and use a local taxi firm for transfers — more control, less hassle, and you actually speak to the people handling your trip. Slightly annoyed, but at least wiser next time.
Last-minute mess, but a small silver lining
don’t book something with them if you’re cutting it close on paperwork, but keep pushing if you want anything back. We’d booked our honeymoon through them and, admittedly, I messed up with passport expiry — didn’t realise the six-month rule applied since I hadn’t travelled in years. What annoyed me was that they asked for passport details when we booked and still accepted it without flagging the problem. We were under ten days from travel when I noticed, so panic set in and life went a bit sideways; I was juggling wedding prep, work and trying to sort a holiday at the same time, not ideal.
I called, only to be told their offices were closed because of the hot weather (which felt like a daft reason), and then when someone did get back to me the automatic line was basically: it’s less than 14 days so we can’t help, it’s a full loss. That was gutting — around £3,700 down, and told maybe my insurance could help but no guarantees. The person I spoke to sounded pretty stuck in policy, not helpful, and I kept thinking surely they could have stopped this at the booking stage.
The next twist was a different handler emailing the day before our wedding saying they might contact the hotel to change dates. We didn’t reply — wedding took over and we were already emailing the hotel ourselves. The hotel initially said they hadn’t heard from the travel company. So there’s this weird gap where the company accepts a booking, asks for passport info, and then appears to do nothing useful when a real problem comes up.
After a lot of chasing (not pleasant when you’re meant to be enjoying newlywed life), I did eventually get something back: not the full amount, but a partial credit and a small gesture that stopped it feeling completely hopeless. It took months and a lot of patience, and I had to keep pressing them. So I’m left half annoyed, half relieved — lesson learned: check passports and chase loudly, but also, persistence can get you something even if their process is clumsy.Late-night surprise and a decent save
The oddest thing greeted us when we finally dragged our suitcases in at midnight — not a grand lobby buzz, but proper silence, like the place had closed its eyes for a nap. At first I was genuinely worried we’d made the wrong call booking a five-star place, but stick with me, because the trip had its bright bits too. We arrived exhausted after a long drive and, yeah, it felt a bit neglected at first. No welcome drink, the common areas were warm and a bit sticky, and after 10 hours travelling all I wanted was a quick snack. The snack bar was open later than expected which was a relief, even if the selection was minimal and there were annoying flies buzzing around — not ideal, but we made do.
The sinking feeling at check-in
the paperwork said one thing, the reality at the airport was different. The check-in agent, who was brilliant by the way, told us the booking only showed one hold bag between the two of us. So we had to stump up another £53 each on the spot to get our bags on the flight. Which, yes, is £106 out of pocket when you’re trying to save for holiday extras — not trivial for us. I’m repeating myself a bit, but it mattered.
Not the smooth holiday booking I expected
after I’d paid everything off, about a week before travel they told me the hotel was closed and effectively said “cancel and rebook elsewhere”. That’s not helpful when you’ve booked months in advance, arranged time off, childcare, the whole routine. They didn’t source a like-for-like replacement, didn’t offer a reasonable alternative, and didn’t propose any meaningful compensation for the disruption. I had to cancel, wait seven days for a full refund — which, to be fair, did arrive and included the flights (that was a surprise, and a rare bit of good news) — but the week I’d planned off was ruined and rebooking at the same price was impossible.
All my interactions with customer service felt patchy: initial promises then changes, extra fees that weren’t well explained, and a refund process that took time and more chasing than it should. I’ve started a complaint with the ombudsman because it felt like the only way to get anything resolved properly. If you’re booking something you rely on — time away, family plans, that routine switch-off — be cautious. Paying a bit more to use a more reliable operator might save you hassle, and the money you’d lose in fees and lost time.That awkward relief moment
after a couple more calls (yes, more hold music), I finally spoke to someone who seemed to get it. They apologised, checked everything properly, and offered either a refund or an alternative that actually matched what I’d originally wanted. It wasn’t instant, but the refund appeared in my account within a few days and the alternative booking was sorted without me having to fight for hours. That is the exact moment I went from fed-up to mildly pleased. Small victory, but it mattered.
I won’t pretend the whole experience was smooth. The communication was poor at first, the weird email addresses and a prepaid card that wouldn't always work were annoying, and being blocked on Facebook for asking a sensible question was odd and off-putting. But when someone finally took responsibility and fixed things, I felt grateful. It’s made me cautious but not entirely done with online travel agents.
If you use them: keep screenshots, ring before you pay if possible, and be prepared to chase things. And maybe bring extra tea for the hold music. Overall, relieved it ended without me losing money, and thankful for the one helpful person who made it right.Search and book holiday
I absolutely loved how simple it was to browse for my holiday and make a booking online. It was really straightforward to input my preferences and check out all the different choices on offer. However, when I attempted to reach the hotel with a specific request, it proved quite difficult to get hold of them.
My booking help
I had this really kind lady called Debra who helped me out loads when I made a mistake with my booking. She was so lovely and made me feel so much better about the stressful situation. Big thanks to you, Debra!
Quick getaway deal for single accommodation
I was looking for a cheap deal for a quick getaway and I found just what I needed. My friend and I like to have our own rooms when we go away, so being able to book single accommodation was perfect. Also, as we live in different places, it was handy for us to sort out our own flights and just book a hotel deal. The website was easy to use and booking was fast and straightforward.
Flight date change
I had to change my flight date because Ryanair changed my day flight to a night flight. It was a nightmare trying to sort it out on my own, so I decided to call this fantastic travel company for help. Thankfully, I got to speak with a really kind and knowledgeable lady named Peguy. She not only sorted out the issue quickly but also stayed on the phone to ensure everything was sorted out correctly. Thanks to Peguy, I am now feeling relaxed and all set to enjoy my holiday!
Family holiday accommodation
I am absolutely furious with the service we received from this company. We had booked 2 apartments for our family holiday, but when we arrived, they claimed only one had been paid for. How could they do this to us? It completely ruined our holiday having to squeeze 8 people into one apartment, especially when we had paid for two. The lack of communication and organization is shocking. There is no way we will ever book with this company again.
Quick response and helpful advisor
I was well impressed with how fast the advisor got back to me - it was super quick! Kay S really knew their stuff and was so helpful, they covered all my questions and made sure I understood everything clearly. I knew exactly what I needed to do after our chat. I couldn't have asked for a better service, to be honest.
Booking a holiday
Goodness me, I have to tell you about my experience with this company. The service I got was just unacceptable. Although the website promised great deals and an easy booking process, the reality was completely different. I struggled to book online, so I decided to ring customer service for help. Sadly, the agents I spoke to were rude and not helpful at all. They just wanted to end the call quickly without really assisting me. The pricing was misleading too, with unexpected fees appearing during the booking. Even though I paid for express delivery, my documents arrived late, causing me so much stress. It was a total nightmare of an experience and I definitely won't use this company again.
Got a refund from Andy M
I had this issue where I didn't need my room anymore, and Andy M was really helpful and clear in sorting out a refund for me. It took me by surprise, but I'm so grateful to Andy M for his assistance! Thank you, Andy M!
Quick and easy booking process
Booking a holiday with OTB is so easy and stress-free, and you really get the most for your money. They make it a doddle to find and book your perfect holiday without spending a fortune. I've booked with them before and will absolutely book with them again in the future.
Spain and Turkey trips
I've actually booked four trips through this company, all to different spots in Spain and Turkey. Every time, I've not had any problems with booking or dealing with the customer service. The messenger and live chat services are speedy and helpful, and I especially liked the help I got from Laura H. She was really quick in sorting out my worries about issues with third party companies and hotels, which made me feel much better. Overall, I would definitely suggest using this service for booking trips.
Recent holiday booking
I was really annoyed when I realised I had booked two holidays for the same week by mistake, but I was actually quite happy with the way customer service dealt with it. I struggled to get hold of anyone on the phone at first, but eventually I managed to chat to Laura H. on the messenger app. She sorted out the problem quickly and arranged a refund for one of the bookings. I'm grateful for her quick and helpful help in fixing my error. I'm feeling cautiously optimistic about my upcoming holiday now, especially as it's the first time I've booked with this company.
10-day holiday to Alcudia in Mallorca
Oh my gosh, you won't believe it, but I discovered this amazing website offering a 10-day holiday to Alcudia in Mallorca when all the others I checked only had 7-day options! Booking was really simple and we received all our documents in no time at all. So excited for our trip to Spain!
Best holiday deal ever!
Oh my gosh, I can't believe how easy it was to find the perfect holiday destination and date on this website! The prices were amazing, much cheaper than anywhere else I've searched.
About On the Beach
On the Beach is a British online travel agency that specialises in providing affordable beach holidays. Established in 2004, the company offers a range of flexible holiday packages, including flights, hotel bookings, and travel insurance. It caters to various customer needs by allowing them to customise their travel plans. On the Beach has grown significantly since its inception, becoming one of the leading online travel providers in the UK, and it was listed on the London Stock Exchange in 2015. The company's primary focus is on delivering convenience and value to holidaymakers seeking sun-soaked destinations around the globe.
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Holidays and Trips | Sun & All-inclusive Reviews & Experiences
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Last update: November 2025
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Review with most votes
beautiful place for holiday
ON THE BEACH this is the place where you spend summers and enjoy your weekend :) this is the place for the long vacations peaceful and enjoyed stuff there :) so even you can buy... Read onBy: Jennifer