On the Beach Avis 713

Non-existent “after sale” customer support service.
Sold me a con holiday pack paid over ?1,640 for a all inclusive holiday that was a huge disappointment from location to services, from food to drinks provided (to which they told me was my problem as clearly the issue was my own taste….never heard that said to an Italian before), from inability to communicate with anyone to NOT get any local support at the resort (no one, and I mean NO ONE, spoke a word of English, not even a reception).Stay away from these cowboys
My experience with them ways being dishonest, deceitful and we lack of empathy when you contact them. Here is the list of lies and misleading info they give me:
1. Beach shuttle to get you there in a jiffy – LIE; the bus service isn’t on until middle-end of June
2. Kids' pool with waterslides – yes they are there but they don’t open until June/July, so again LIE
3. Rooms with coffee & tea set up; LIE, there is no kettle in the room and if you ask reception they answer you, they don’t give any.
4. Food & Drink, when contacted them via WhatsApp to report my disappointment about the horrifying level of food, they dismissed me saying its down to personal taste, didn’t realise they employed Michelin start chefs to answer food questions??!
5. Sports & Entertainment – conveniently they don’t tell you that the slides and pools are closed until June/July, but they include them as a perk in their services; the fitness centre is a HUGE LIE…..you will find three benches, two set of dumbbells and two un-even set of free weights
6. Free mobile data – never received it or able to claim it; again when WhatsApp them they shift the blame that their email (which they never sent) may have gone in my spam folder, despite receiving all the booking emails fine and in my inbox without any issues, but conveniently the “fake perks” chose to end up in peoples spam folders. They kept asking me to speak with the local rep who did not speak a word of English. I, we, never felt so manipulated, offended, intimidated but their response and actions like this before. Imagine being stranded in a country you cant speak with anyone, and the “so called” support you paid for ignores you virtually when you raise your concerns and issues by leaving to your own device….imagine paying someone ?1,640 and been ignored when its their turn to pull their part…..imagine that….Appreciate they are NOT as high level service and professional as TUI, BA or Love Holidays but this is worrying.
We never felt so frail and scare NOT to be able to even ask for direction in a resort that its sold as a 5 stars…..on the beach has no idea what it means to spend 7 days in a place with two small and scared children where you are unable to communicate with someone with the fear that if you ask for something you may be given something that could harm you, but course they don’t care…they even coming across rude and abusing in their replies when communicate via WhatsApp….when they do response…..thinking they can manipulate you ad scare you with their scaring tactics for their con holiday package they sold me. keyboard warriors, thinking they were going to scare me or intimidate me with their rude approach and aggressive tone. Pathetic little people trying to intimidate people into telling them it was their fault, but not being big enough to own up to their actions and face it when you dare to complaint.
Anyone that wants to have a look feel free to reach out, the more I share these with the more I can warn people about the place and services offered (both by the hotel and on the beach after sale communication).

These will also be available on social media and my you tube channel, so again anyone that wants to see what I am referring to, happy to share! This is UK, not the Far West.

The whole holiday was brilliant. Our flight was delayed but our transfer was still waiting. The hotel was lovely, staff friendly and great food. Everywhere was clean and well kept.Our return transfer came on time. The whole holiday was so good value for the money we paid.

But I would like to have email address for contact or phone number for Ireland that was my problem as contact is limited I didn’t go to the holidays yet just booked them that why is only 3 stars for the contact issue

Great choice at affordable prices

No phone service for customer support. Dealing with AI before being directed to live chat. Wassap service only if you are on holiday. The process is time consuming with waiting time can be up to 2 hours on one of my chats. The service in my opinion is not fit for purpose. Complaint regarding accommodation while on holiday I was asked if other rooms in hotel were same as mine with same issues. False advertising regarding aparthotel I stayed in. Customer agents do not read or research initial complaint which means repeatedly repeating myself to each agent . In my opinion this is designed to confuse customers. I asked for a name of an agent and was informed there are multiple agents and names cannot be given. I spent my weeks holiday onto customer service .

Have not used on the beach before so first time user but so far very happy with them great choice and seem reasonable priced

Everything went very well for us and the hotel was excellent

Lovely hotel food very disappointed cold always cold service good no entertainment all in all disappointed especially with the food

Very easy booking process. Great prices. Emails during holiday ensuring there was a contact available if there was problems a great service.

Brilliant choice of holidays great prices app very easy to use always use for booking holidays highly recommended.

Everything, easy to search and book

I want to express my dissatisfaction with the treatment my wife and I received from On the Beach on the morning of 14 April 2026.
We had a pre-booked, fully paid transfer scheduled for 09:10 from Haciendas Village (Apartment 205A) to Tenerife South Airport. Unfortunately, the transfer did not arrive as arranged. After waiting ten minutes, I contacted the number provided. My first call was disconnected after being placed on hold. On calling again, I was informed the driver had encountered “issues,” but no alternative transport was offered. Instead, I was told to arrange and pay for a taxi myself, despite having already paid for this service.
By this stage the situation had caused significant stress as we were at risk of missing our flight. As senior travellers, the lack of urgency caused a lot of anxiety and stress. , At no point were we reassured or assisted in resolving the issue.
I was further disappointed to be told simply to “apply for compensation,” as though this were an adequate response to such a serious service failure.
Although I later contacted On the Beach via live chat and email regarding reimbursement, I was informed that no compensation would be offered, which I find unacceptable and will challenge that decision

" Response to your previous correspondence '
I am extremely dissatisfied with your most recent response.
I have already made it clear that I paid for the transfer service twice, yet this has been dismissed with little acknowledgement or meaningful effort to resolve the issue. What is even more concerning is the complete lack of empathy shown in your reply, particularly given the personal circumstances I outlined.
To receive such a dismissive and indifferent response under these circumstances is both upsetting and unacceptable. The distress caused by this situation was entirely unnecessary and could have been avoided with a more professional and considerate approach.
While I understand that human error can occur, poor treatment of a customer is not acceptable under any circumstances. I expect a much more thorough and compassionate response, along with a clear resolution to the issue of the duplicate payment.
Please treat this matter with the seriousness it deserves and respond accordingly.

Sincerely.
Bernard Healy

esponse to your correspondence "

First time booked with On the beach.
So far all good

Seamless from booking, to take off, and return. Fantastic hotel & at a great price. Our second time booking woth on the beach, already planning our next.

This company are a joke, I received an email to say that our return flight had been cancelled due to commercial reasons. Tried all day myself and my partner to contact them. The app is a shambles, just takes you round in round and round asking the same questions. no number to speak with anyone, so frustrating when we know that there is a flight available for us to enjoy the holiday and return on the same day as planned. I will never deal with this company again, I have contacted my credit card company to get a full refund, I have no confidence that we will get our money back from On The Beach when no one will talk to us.
Complete Sham!!
What information do you need, your reply doesn't ask or say

3rd time using On the beach. Clear and easy booking.

They booked my holiday over web chat after my first attempted online came back as a higher cost.
The agent who booked it on web chat cut my car park short by a day so they terminated my UK car park whilst I was still on holiday in Mexico. I tried to resolve before I left but was told it was too late, my only option is to pay the car park overstay fee on departure & claim a refund - sounds simple right. Not with on the beach I cant get past any of their robotic processes to make a claim. Live chat won’t connect me, the WhatsApp chat won’t accept my response with my receipt as I have now traveled. Honestly they make everything so difficult, I’d avoid, find a tour operator that offers a human element, has a phone number, because when something goes wrong the service is non existent. Wish me luck trying to claim my £61.40
Also when we arrived in Mexico at resort they advised me we had been overcharged because my daughter at 16 was still counted as a child & we had paid a supplement that we didn’t need to pay to have a room to 3 adults ie she was paying the premium all inclusive rate when she should have been booked as a child at $30 per night. It meant they tried to give her an adults wristband where she could have freely gone to any bar and been served alcohol had they not have checked her passport & this is when they advised me I had paid for an adult & she was not an adult. Thanks OTB.

Great offers and deals

I have been trying to change a name on our booking, unfortunately someone is unable to travel. I have requested a quote to see how much a name change is. Apparently, it's an admin fee to "On the Beach" also to our airline "Ryanair" as I have researched this. Still no quote from on the beach though. I think it's ridiculous that you cannot speak to someone, first time I have booked with them, definitely would not use them again. As its a hen do we are going on I had to travel with the other hens who used this company. This must be the only company that you cannot speak to regarding your holiday. It's all via chat. Think before booking with these because if you make a mistake when making a booking, rectifying is such a hassle. We always use TUI or Jet2, so much easier to deal with if you have an issue to resolve.

After receiving your reply below with regards to you sending me a request for information, well that was complete nonsense. I did not receive nothing from you. Just myself once again trying to get answers from you. Up until now you have done nothing to answer my questions. I should never have booked with such a cheap company. I should know by now "you get what you pay for" It has been very stressful dealing with this company. Honestly, if you have an issue it will not get resolved straight away, to be honest it has not even being dealt with. Utter madness. I have never ever had a problem in the past with so many different companies in resolving an error. I MUST STRESS THERE IS NO-ONE TO TALK TO ONLY AI.