The right team to support you depends on exactly where you are in your holiday journey. Because online scammers often publish fake contact numbers online, we have secured our communication channels to keep your data safe.
We are an online-only bunch, meaning you will not be passed to a human over a traditional phone line. To ensure you are speaking to the genuine On the Beach team, please follow our secure contact channels below.
✈️ Before Your Holiday
If you haven't jet off yet, the only way to speak directly with our support team is through our live chat in our Official App.
💬 The Only Secure Route:
Log into your Official Mobile App or online account
Head to Manage My Booking
Look for our secure chat widget in the bottom right corner.
Avoid Scam Phone Lines: Our main phone number is an automated self-service system where you cannot be passed to a human. For your safety, do not look for secondary numbers as we don't have them.
🌴 While You're Away (In-Resort Only)
If you are already at your destination and need assistance, please follow these priority steps to get things sorted quickly:
For Hotel Issues: Speak to the hotel reception desk first. Because they manage room allocations on-site, they are the fastest route for resolving issues on the spot (such as room changes, facilities, or maintenance).
For Transfer Issues: Contact your local transfer supplier directly. Their dedicated, direct contact details are printed right on your booking paperwork.
📱 Secure In-Resort WhatsApp Support: For emergencies or serious, unresolved issues, our In-Resort team is here to help! Log into your account and head to Help and Support to access our secure WhatsApp link - this is the primary way to message our team whilst abroad.
📞 Emergency Phone Routing: If you call our in-resort line (+44 (0) 333 003 1934), our automated system will instantly text you a secure WhatsApp link to chat on your phone. If you are facing a critical emergency, the system will route you directly to a phone-based advisor.
🏠 After Your Holiday
Welcome back, jet-setter! Whether your trip was off-the-charts amazing or you have some feedback you'd like to share, we want to hear it all.
Feedback & Post-Travel Queries: All post-travel matters are handled by our dedicated Feedback team. To reach them safely, log into your account and launch a secure chat using the Live Chat button in your portal.
🛡️ Stay Safe from Fraud
Automated Safety: Remember, our customer support team will never ask you to read a portal verification code aloud, and we will never call you out of the blue demanding immediate card payments.
Learn More: To find out how to spot fraudulent emails or fake accounts, read our complete Scam & Fraud Protection Guide.
🤖 Need an instant answer? Our secure AI assistant is available 24/7 via Live Chat inside your online account to help with common holiday questions anytime!