If you’re travelling outside of peak season, some hotels might have certain facilities closed, like pools, waterparks, or entertainment options. This is something that’s decided by the hotels, and we don’t have control over it. We always aim to share this information at the time of booking, both on our website and the hotel's website, so you know what to expect.
However, if your trip is during the season and a facility is unexpectedly closed due to maintenance, please reach out to us via our live chat.
If you have already travelled and weren't satisfied with your stay, please let us know by submitting a complaint through this link: Submit a ticket - On the Beach
Our customer care team will then be in touch to discuss the outcome of your complaint.