We’re On the Beach Limited, company number 3162982, and our registered office is 5 Adair Street, Manchester, England, M1 2NQ.
These Booking Conditions set out what we should expect from each other when you book a hotel with us. We’ll use any personal data you provide in line with our Privacy Notice.
You must tell us if you or anyone travelling with you has a medical problem, disability or reduced mobility. If the supplier can’t accommodate your requirements, we won’t confirm the booking. If you tell us about any specific requirements after confirming your booking, we’ll inform the supplier, but they may cancel your booking and impose cancellation charges if they’re unable to accommodate.
The descriptions and content on our website, emails and social media channels simply present a general idea of the services provided by the supplier. All services are subject to availability.
Ratings are intended to give a guide to the services and facilities you should expect from your accommodation but are not a guarantee. Ratings are provided by the relevant supplier or are our own average ratings based on our industry knowledge and customer feedback. Standards and ratings may vary between countries and suppliers.
When we arrange your booking, we’ll act on the supplier’s behalf. A supplier is a third-party organisation who provides the services to you. Examples of suppliers are hotels and taxi/shuttle bus companies.
The agreement for each booked service is between you and the supplier. By making a booking, you (as the lead passenger) agree that you’re over 18, a resident of the UK, and accept financial responsibility for payment of the booking. You also agree, on behalf of yourself and everyone named on the booking, that all passengers have:
entered all of the information correctly;
complied with all relevant passport, visa, health, and immigration requirements; and
read and accept these Booking Conditions and the supplier’s terms and conditions.
All bookings are subject to availability. Once you’ve submitted a booking request, we'll send you a summary email. This is an acknowledgement we’ve received your booking request and isn’t confirmation of your booking. If your booking isn't available, we'll let you know as soon as possible. Once payment has been authorised, your bank or card issuer will ‘ring-fence’ the amount paid. If your booking request is not confirmed for any reason, it may take 3-5 working days for your money to be returned.
Your booking is only confirmed when we send you a booking confirmation email with a booking reference number (at which point you'll have a legally binding agreement with us and each supplier).
We take care to ensure the information and pricing we publish is accurate, however changes and errors may occur. If this happens, we can make changes at any time on our website before you’ve submitted a booking request. If we realise an error has occurred after you’ve submitted a booking request but before we’ve confirmed the booking, we’ll contact you and you can choose to accept the new price or cancel your booking request. Please check the price and details of your booking when it is confirmed. If any price on our website is obviously wrong, any bookings based on that price won’t be valid, and we may cancel your booking and refund all monies paid.
Group Bookings - If you’re popular enough that you’re booking for 10 or more people, please contact us so we can make sure that your hotel can accommodate such a large booking. If you make separate bookings online, you run the risk of some people having their bookings confirmed and others unable to get a room at the hotel. FYI, we can’t cancel any already-confirmed bookings without cancellation charges being applied.
We offer 3 options to pay for your booking:
1. in full (you must pay in full if you’re booking within 28 days of your arrival date or booking a non-refundable hotel);
Flexible Payments:
2. monthly payments; or
3. instalments.
If you’ve chosen to pay for your booking through monthly payments or instalments under our low deposit scheme, you'll pay an initial non-refundable deposit at the time of booking, and we'll collect the remaining balance on the dates shown when you make your booking (you can also find these in your booking confirmation and in ‘My Bookings’). When you’ve paid your deposit and your booking is confirmed, you’re liable for any non-refundable costs (less any deposit you’ve paid).
Flexible payment charges
Fee | Additional Information | Amount |
|---|---|---|
Automatic payment collection fee | You’ll be charged a fee for any payment we take automatically. To avoid this fee, you can make a payment at any time before 8pm on the payment date. | Up to £5 |
Payment date change | You can move your payment date forward by up to 14 days (but not your final balance date). If you move your payment date, you’ll be charged this fee. Each payment date can only be changed once. | £10 (or £5 if you move the date via ‘My Bookings’) |
Insufficient funds fee | You’ll be charged a fee if you don’t have sufficient funds in your account when we try to take payment. | £20 which is added to the total balance of your booking (plus the automatic payment collection fee if a part payment is collected) |
Cancelling your flexible payment arrangement
If you want to cancel your flexible payment arrangement, you can:
pay the outstanding balance for your booking in full via the ‘Payments’ section in My Bookings on our website or by contacting our customer service department via live chat;
cancel your booking via the ‘Make Changes’ section in ‘My Bookings’ on our website; or
contact your bank to cancel our authority to collect the payments, although this won’t cancel your booking. Please contact us first before contacting your bank.
If you’re paying under a flexible payment arrangement, you’re legally obliged to pay each payment on the due date. Please ensure there are sufficient funds in your account when we take payment. If we’re unable to take payment in full, we’ll collect any available funds (which may include any overdraft facility) in your account up to the value of the amount owed, and you may incur fees.
If the card used to make your booking fails or we’re unable to recover the full amount due and we hold other cards against your booking, we’ll also attempt to debit the outstanding amount from those cards.
If we have to cancel your booking for non-payment, all non-refundable charges will be due immediately.
If you’re struggling financially and can’t pay on time, please contact us as soon as possible so that we can try and help you. There’s also a good online resource with information on debt and mental health on the National Debtline website.
Holiday Checklist
You must complete your ‘Holiday Checklist’ at least 7 days before you travel. This will be available in ‘My Bookings’ on our website.
We really recommend you download our app, it’s the best way to prep for your holiday and includes all your booking information.
If you want to make changes to your booking
You can request changes via ‘My Bookings’. Changes aren’t guaranteed and can only be accepted in accordance with the supplier’s terms and conditions (which may incur charges as much as 100% of the cost of the services and normally increase closer to the arrival date).
Please check you have written confirmation of any changes to your booking before you travel. We may not be able to accommodate any changes to your booking if requested too close to your departure date. You can't amend bookings with non-refundable rooms.
The below table shows the fees you’ll pay to us for changing your booking (these fees are non-refundable). All charges below are in addition to any supplier charges.
Change | If requested more than 60 days before your holiday | If requested within 60 days of your holiday |
|---|---|---|
Change of hotel | £80 + any charges for cancelling original hotel +any cost of booking new hotel | £120 + any charges for cancelling original hotel + any cost of booking the new hotel |
Change board basis or room type | £40 | £60 |
Change of dates | £80 + cost of new dates | £120 + cost of new dates |
Change or amendment to name | £30pp | £45pp |
Add passengers | £50pp | £75pp |
Remove passengers | £30pp | £45pp |
Passenger Change | £30pp | £45pp |
If you cancel your booking
You can’t cancel non-refundable rooms.
If you cancel your booking, you must pay the following charges:
If you cancel more than 60 days before your holiday | If you cancel within 60 days of your holiday |
|---|---|
£30 per person + any supplier charges | £45 per person + any supplier charges |
If the card used to pay the cancellation charges fails and we hold other cards against your booking, we’ll also attempt to take payment from those cards.
You can see the total amount of any cancellation charges for your booking via ‘My Bookings’. You may be able to reclaim cancellation costs from your insurer if this is covered under your insurance policy.
If we or the supplier changes your holiday
Suppliers may, at any time, make a change to your booking. We’ll tell you of any changes as soon as we can. Depending on the circumstances and significance of the change, we may offer you an upgrade or similar alternative accommodation (where possible), a price reduction or the option to cancel your booking and receive a full refund.
If we or the supplier cancels your booking
On very rare occasions, we or the supplier may cancel your booking and we’ll notify you as soon as reasonably possible. If we cancel your booking (unless as a result of your failure to pay), you can get a full refund or accept alternative accommodation of a similar standard and price if this is possible. We’ll let you know if there are any additional costs and if the alternative is of a lower price, we’ll refund you the difference.
Any refund must be requested via “My Bookings” and where approved will be made available to you within 14 days of the request. Refunds will be made back to the card(s) used to pay. Please contact our customer service department if your bank account has been closed or the refund is unsuccessful.
Events beyond anyone’s control
You won’t be entitled to compensation if our or the supplier’s obligations to you are affected by an event beyond our or the supplier’s reasonable control. Examples include war, threat of war, riots, civil unrest, acts of terrorism, health risks such as the outbreak of serious disease at your destination, natural disaster, fire, industrial dispute, actual or potential severe weather conditions, acts of any government and any other similar events.
We want to make sure you have the most incredible holiday, but we know sometimes things can go wrong.
If you or anyone on your booking suffers an injury or illness, you must tell us and the supplier immediately.
If you have any other complaint, please tell the supplier right away so they can fix the issue and you can get on with enjoying the rest of your holiday. If your concern isn’t resolved after speaking to the supplier, please contact our in-resort team on +44 (0) 333 003 1934.
If you or anyone named on the booking is disruptive (which includes being threatening or abusive, damaging property, causing distress, danger, annoyance to any other traveller or third party or causing a delay or diversion to transport), your booking may be cancelled without a refund and you and/or anyone named on the booking may be liable for any loss or damage caused.
If things don’t go to plan, please notify us using our online form within 28 days of your return. If we can’t resolve your issue informally, you can ask for the matter to be resolved by independent arbitration via Hunt ADR.
We don’t exclude or limit our liability for death or personal injury arising as a result of our negligence. For everything else, our maximum liability is up to three times the price paid by or on behalf of the person affected.
We won’t be responsible:
for any injury, illness, death, loss, damage, expense, cost or any other claims if it’s your fault, caused by a third party or due to an event beyond our or the supplier’s control;
for any unforeseeable damage, loss or expense or where such damage, loss or expense relates to any business; or
for any liability arising outside of services you’ve booked through us.
Our Booking Conditions are subject to English law and subject to the exclusive jurisdiction of the English and Welsh courts. You can choose to bring a claim under the law and jurisdiction of Scotland or Northern Ireland but only if you live there.
The Foreign Commonwealth and Development Office issues foreign travel advice. You’re responsible for checking this advice and the safety of any countries or areas you’re travelling to before you travel.
We all let our guard down a bit on holiday, but staying safe and healthy is as important abroad as it is back home. We’ve collected our travel advice into our handy Health and Safety Hub so you can protect yourself and your peace of mind as much as possible, all the way to the beach and back.
If your flight lands at your destination before 7am, your room will be ready and waiting for you. If your flight lands after 7am, you won’t be able to access your room until the hotel’s check in time later that day, so make sure you have a plan! You’ll usually need to check-out of your room by 12 noon on the day before a night flight home or on the departure date for an evening flight. Most hotels provide a late checkout option or will store luggage for you, some even will let you use the facilities after you’ve checked out. Find out what’s what at the start of your stay, and check if there are any costs involved.
Please notify us of any special requests via ‘My Bookings’. While we can’t guarantee that all requests will be granted, we’ll make sure they’re passed on to the supplier.
Local authorities in certain countries may impose additional taxes (tourist tax etc) which must be paid locally (e.g. at the hotel). You’re responsible for paying such taxes.
Unless you’ve added transfers to your booking or your booking includes free transfers, transfers to/from the airport and your accommodation are not included.
We strongly advise you and anyone travelling obtains appropriate travel insurance. If you choose to travel without adequate insurance, we nor any supplier will be liable to you for any losses for which insurance cover would have been available. Any insurance premiums paid are non-refundable.