Lucy

Hi Lucy,

Thank you for taking the time to share your feedback. We are sorry to hear that your holiday did not meet your expectations and that you experienced issues with the cleanliness, pests, and food at your hotel. We completely acknowledge how disappointing and upsetting this must have been.

We also understand your frustration at being unable to reach us effectively during your trip. Please note that hotel management is often the first point of contact for any concerns and can usually provide immediate assistance. We encourage customers to contact both the hotel staff and our In‑Resort team as soon as any issues arise so they can be resolved promptly.

As your trip has now ended, to ensure your concerns are fully investigated by the appropriate team, please submit your feedback through the official feedback form: https://help.onthebeach.co.uk/hc/en-gb/requests/new?ticket_form_id=31071760293265. This will enable the dedicated team to review your booking and work with the hotel to address the issues you've raised.

We appreciate you taking the time to let us know.

Kind regards,

On the Beach

Dear Lucy,

We deeply apologize for the delay in receiving your table. We understand how frustrating that must have been.
While delays can happen unfortunately, that doesn't excuse the inconvenience it caused you.
We're glad that your table arrived just after you posted the above. We hope you're enjoying it!
If you'd like to discuss this further, please reach out to 0207 823 9090 or sales@bonbon.co.uk We'd be happy to offer a discount on your next purchase.

Bonbon Compact Living

Original Reply:
"Hi Lucy,

Thanks for sharing your review, however this does sound very unusual. I've sent you a private message through Trustpilot for a few more details as we'd love to look into this one for you.

Thanks
Steve"


Updated Reply:
"Hi Lucy,

Thanks so much for updating your review. Very pleased to see that we were able to find a resolution and give you the cheaper price. Great to have you with us.

Thanks
Steve"