onthebeach have cancelled my holiday - my rights?

danielbanks

hello,

onthebeach have cancelled my 5* hotel booking for a week in cyprus AI at 5pm today. I go next Saturday.

What are my legal rights? Been offered 3* hotel, either a refund. Said they can only offer another £125 towards another hotel but trying to book a 5* hotel now is like double the money.

Any suggestions?

Thanks.

Dan B .

Heva2015

When did you make your booking? I'm willing to bet they are covered in t&c for this kind of situation.

danielbanks

I made it on July 7th this year.

Heva2015

Who does your confirmation specify as the provider as OTB act only as an agent.

danielbanks

It says on the beach beds limited.

I have had no contact from them after 2 days. I go next Saturday. After waiting one hour of getting through I refuse to wait. Their online chat doesn't work. I'm tweeted them and no response and even the web form has not given me a reply!!

Wife is stressed to bits!

Dan B

nodiscount

This sounds awful.

What did you pay? Have you had a look anywhere else for any last minute offers?

Try Olympic, cosmos and direct line.

What was the reason for cancellation?

Another reason to avoid this company.

danielbanks

Email from them is below. I've not had a phone call or a reply.

I paid £1050 on debit card so balance has been paid. All I want is a suitable alternative, which seems as though they can't offer!

Hi Mr Banks,
It’s been brought to our attention that due to a system error your accommodation has been confirmed in the St George Gardens instead of the St. George Hotel. We have tried to confirm the St. George Hotel however they no longer have the room. I’m really sorry.
There are a couple of options to make sure you have suitable accommodation for your stay:
1. You could keep the reservation we’ve booked for you at the St George Gardens.
2. We could change your hotel to a suitable alternative. We’d simply ask you to look on our site for any hotels you like and are of a similar standard, then let us know the details of a couple so that we can check the availability for you.
3. We could refund you for the hotel on the booking and allow you to use this money for accommodation elsewhere.
We understand that you wanted to stay in the hotel that you had booked and we’re really sorry that this error has occurred. We want to make sure we resolve this for you as soon as possible.
Our team are trying to contact you by phone but if you reply to this message we can resolve this matter as quickly and efficiently as possible for you.
Kind regards,
On the Beach
0371 221 2481

nodiscount

I've just looked on the hotel's website and they have availability. Maybe you can take the flights and book with the hotel direct?

https://www.stgeorge-hotel.com/

Triker

On the beach are a dreadful company, there are numerous threads re complaints about them. I sorry your holiday has been ruined, I had one with them and would never ever recommend them.