We’re really sorry to hear something hasn’t gone to plan — and we want to make it right as quickly as possible.
🚀 Quick Start: Making a Complaint
The fastest way to raise a complaint is through Live Chat. Simply:
- Click here to access Live Chat
- Look for the chat icon in the bottom right-hand corner
- Our chat assistant will ask a few quick questions to understand what's happened
- You'll be guided to the right next step—whether that's logging a formal complaint or resolving the issue immediately
💡 Why We Use Chat For Complaints
Our chat assistant helps make sure your complaint reaches the right team straight away. Whether your issue is big or small, before, during, or after your holiday — starting a chat is the fastest and most efficient way to get support.
✈️ I Haven’t Travelled Yet and Want to Make a Complaint
We're sorry to hear that, but we're confident we can help.
Best contact method: 💬 Live Chat
Access Live Chat through your On the Beach account for the quickest support. Our team will assist you right away and ensure your complaint is handled properly.
Alternatively, please use the chat button on the bottom right of this page: Contact Us | On The Beach
🏖️ I’m Currently on Holiday and Need Urgent Help
First things first: Have you spoken to the hotel? If it’s something to do with your room or the hotel itself, the fastest way to get it sorted is by chatting with the front desk or Guest Relations. They're best placed to help with on-site requests and can usually get things sorted for you in no time.
Still not sorted? We’ve got your back. If the hotel can't help, or if your issue is about something else, reach out to our In-Resort team using the methods below:
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📱 WhatsApp Us for Fast Support: If you're at your resort and need assistance, WhatsApp is perfect for quick support during your stay. This is our primary contact method for all in-resort queries and is available exclusively for customers already on holiday.
Log into your My Booking account, go to ‘Help and Support’, and you’ll find the link to connect with us on WhatsApp while you're in resort.
Alternatively, please click here: WhatsApp
- 📞 Urgent Phone Support: For emergencies, or if you're unable to use WhatsApp, you can call our 24/7 In-Resort team on: +44 (0) 333 003 1934
⚠️ Calling between 9:45 PM - 8:00 AM UK time? Please leave a message with your MYB reference and we'll call you back as soon as possible