On the Beach: most-reported complaints
Automated analysis of 3,195 public Trustpilot reviews published 2026-06-08 to 2026-09-23. TrustScore 3.8 from 99,524 total reviews — see the Trustpilot page. Quick answer: is On the Beach legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 3195 Trustpilot reviews analysed, the most-reported issues with On the Beach were: Support unreachable (523 reports), Not as described (363 reports), Support unhelpful (275 reports).
How to reach On the Beach
These are the contact details On the Beach publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, address 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., GB.
The company claimed its Trustpilot profile on 2014-10-13, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-26. Trustpilot ranks it 197 of 203 in Travel Agency. We last checked this profile on 2026-09-27 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1,692 MoneySavingExpert forum discussions mention this company (browse). Roughly 2 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “On the Beach – family holiday lost”, “E: 07/03 win £750 on the Beach Holiday voucher ( Notts Res only )”, “on the beach wanting more money!!”.
Elsewhere: 1.8★ on Google (97 reviews) · 4.9★ App Store (30,712) · 4.8★ Google Play (7,745) · 4.2★ on Feefo (228,178) — a 2.0-star gap between its Trustpilot and Google scores.
TrustScore over time
3.8 → 3.8 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (96%, 3.1d) · 2026-08-18 (96%, 3.0d) · 2026-08-21 (96%, 3.0d) · 2026-08-24 (96%, 3.0d) · 2026-08-27 (96%, 3.0d) · 2026-09-01 (96%, 3.0d) · 2026-09-04 (96%, 3.0d) · 2026-09-07 (96%, 2.9d) · 2026-09-10 (96%, 2.9d) · 2026-09-13 (96%, 2.9d) · 2026-09-16 (96%, 2.9d) · 2026-09-20 (96%, 2.8d) · 2026-09-23 (96%, 2.8d) · 2026-09-27 (96%, 2.8d).
Severity: 36% of this company’s 1417 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.9 days between the experience and publishing their negative review (1532 reviews record both dates).
Independent findings
The Advertising Standards Authority has upheld 2 complaints about this company’s advertising:
- 2026-02-11 (Email) — An email for On The Beach made misleading price comparison claims and failed to make clear if people needed to act quickly to benefit from an advertised lower price. The ad also fa
- 2025-11-05 (Website (own site), Television) — A TV ad and two website pages for On the Beach misleadingly implied that all consumers with eligible bookings would receive free airport lounge access.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
Measured reply time: across 1399 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 1399 company replies to negative reviews analysed, 26% engaged with the specific problem and 62% were generic templates.
What employees say
Employees rate On the Beach 2.5★ overall from 183 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2207 company-invited reviews in the recent window average 4.03★, while 609 organic (uninvited) reviews average 2.58★.
14% of its 1416 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 38% of this company’s complaints vs a 18% median across 96 ranked companies in its sector.
Review velocity: 19,999 of this company’s 99,524 Trustpilot reviews (20%) were written in the last 12 months.
What are the most common complaints about On the Beach?
Support unreachable
523 reports · 38% of complaintssteady“We have emailed on the beach several times and we haven’t yet received a reply”
The company replied on 2026-08-08: “Hi, Corrina Thank you for taking the time to share your feedback. We're sorry to hear that aspects of your hotel stay, including the room condition, cleanliness, food, and facilities, did not meet…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I have been trying to change my dates but no human being to speak to.”
The company replied on 2026-09-21: “Hi Fiona, Thanks so much for letting us know that you had trouble reaching a human when trying to change your dates. We're currently in a busy period with lots of customers planning their holidays,…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I can’t contact you have no telephone number”
The company replied on 2026-08-08: “Hi, John Thank you for sharing your feedback with us. We're sorry to hear that you found it difficult to access support in a way that worked for you. We understand that not everyone is comfortable…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Not as described
363 reports · 27% of complaintssteady“no price reduction was offered despite the significant reduction in value.”
The company replied on 2026-08-29: “Hi, Thank you for taking the time to share such detailed feedback. We completely understand how frustrating and concerning this situation has been, particularly given the changes to your…”
Our classifier read this reply as a substantive response.
4 readers marked this review helpful on Trustpilot.
“We have emailed on the beach several times and we haven’t yet received a reply”
The company replied on 2026-08-08: “Hi, Corrina Thank you for taking the time to share your feedback. We're sorry to hear that aspects of your hotel stay, including the room condition, cleanliness, food, and facilities, did not meet…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Fake photos of resorts to make it look pretty”
The company replied on 2026-08-05: “Hi Mohammed, I'm really sorry to hear about your disappointing experience with your holiday booking through OnTheBeach. It’s truly frustrating and upsetting to expect a 4-star all-inclusive resort…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
275 reports · 20% of complaintssteady“I have tried sorting issue via emails and chatbots asking for support nothing back from them at all”
The company replied on 2026-09-21: “Hi Michael, Thanks so much for sharing your experience with us. We’re sorry to hear about the trouble with the surname glitch on your booking, especially with such a special trip for your wife’s 50th…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I was been asked the same questions, so gave up on it”
The company replied on 2026-09-21: “Dear Glen, Thank you for sharing your experience with us. We truly understand how frustrating it can be to receive a booking update and price change after you had already confirmed, especially when…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“No phone number, and AI live chat that seems to have been created 20 years ago so doesn’t understand anything”
1 reader marked this review helpful on Trustpilot.
Other
157 reports · 12% of complaintssteady“unable to change this because of this rubbish website”
The company replied on 2026-08-07: “Hi, Mannat Thanks for your feedback and sorry to hear about your experience with the hotel so far. Please reach out to us via Whatsapp as you are currently In Resort. Our team can then look into how…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“they dont give a damn!”
The company replied on 2026-08-08: “Hi, Thank you for taking the time to share your experience with us. We're sorry to hear about the difficult circumstances surrounding your father's illness and appreciate how important compassion and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Firstly changed our flight time, then 3 week before we went, changed our hotel”
The company replied on 2026-09-22: “Hi Sheryl, Thank you for sharing your feedback. We apologise for the inconvenience and disappointment you experienced due to the changes in your flight time and hotel accommodation so close to your…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Overcharging
99 reports · 7% of complaintssteady“I was been asked the same questions, so gave up on it”
The company replied on 2026-09-21: “Dear Glen, Thank you for sharing your experience with us. We truly understand how frustrating it can be to receive a booking update and price change after you had already confirmed, especially when…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“my booking had been changed from an all inclusive holiday to a bed and breakfast”
The company replied on 2026-09-02: “Hi Mark, Thanks for getting in touch to advise us of your experience with the change to your booking and the difficulty you experienced trying to reach a live person. We understand how upsetting this…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“they will have to cancel our holiday and re-book the same rooms but now at the cost of over 2x the price”
The company replied on 2026-08-20: “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.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
93 reports · 7% of complaintssteady“once you’ve booked the prices get even worse because I’m in dealing with Ryan now paying for everything”
The company replied on 2026-09-22: “Hi Anthony, Thanks so much for sharing your thoughts with us. We completely understand how frustrating it can feel when prices change after you've booked, especially when extra costs pop up…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“they got back to me a week later saying I would have to purchase a whole new ticket as it is British Airways policy not to change surnames”
The company replied on 2026-08-22: “Hi Marlon, Thank you for reaching out and sharing your concerns with us. We understand how important it is to have all your booking details correct before your holiday. We’re sorry to hear about the…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“When we go to the booking it changes the price but we still continued and then after the booking notice it is only bed and breakfast”
The company replied on 2026-08-05: “Hi Vipin, Thank you for sharing your feedback. We're very sorry to hear about the difficulties you and your family experienced during your holiday. We understand how frustrating it must have been to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Compare On the Beach with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.