I booked a holiday to the Dominican Republic with On the Beach on 19/05/2010 total cost £2248.64, their website stated a that they were that confident they werent going to be beaten that offered a Triple Price Promise Guarentee that if you find the exact same holiday elsewhere they will refund Triple the difference.
I found the exact same holiday an hour or so later on the Thomas Cook website for £1752.12. This is a difference of £496.52 tripled this is £1489.56. I got together all the details, a valid URL and 3 screenshots and emailled all the details to the email address provided. As per their terms and conditions i expected a reply within 7 working days.
On the 28/05/2010 i had not received a reply from On the Beach so emailled them again. The holiday was still available at the cheaper price on the Thomas Cook website so i sent another screen shot and another URL to the email address provided.
On the 02/06/2010 i received an email advising that the matter was being looked into and that i would be contacted shortly.
On the 09/06/2010 i had still not received a response to my original email so sent another email. The same day i received an email back advising i would be contacted as soon as the investigation was complete.
On the 14/06/2010 i had still not received a response so sent yet another email trying to chase this up.
Today 15/06/2010 i received the below response.
Dear Emma, Thank you for your email. Having taken the time to look at your email, I can see that you have not provided a valid URL link or a screen shot. We regret to inform you that we cannot accede to your request on this occasion as we do not offer a price match if the relevant documents have not been provided.
I have checked the original email i sent and i did infact send 3 screen shots and sent a valid URL if it had been looked at within the specified time it would have been valid. I am not entirly sure how they can state my link is invalid almost a month after the original email was sent and 3 weeks after they should have looked into it originally.
I have posted a complaint on another website and i have emailled consumer direct but i really dont know what to do. I am really frustrated and upset by this matter.
Have you tried your local Trading Standards as you still have sent email verifying your claim?
I have just sent them an email asking them for advice.
In my opinion it seems it is almost impossible to claim this triple money back as they come up with some rubbish excuse that isn't even valid.
It has really wound me up because i have proof that i sent the screen shots and the URL was enclosed in the email.
And if you look at the screen shots you can clearly see the URL they were on which is the exact same one copied onto the email.
Grrrrr............
In my opinion it seems it is almost impossible to claim this triple money back as they come up with some rubbish excuse that isn't even valid.
It has really wound me up because i have proof that i sent the screen shots and the URL was enclosed in the email.
And if you look at the screen shots you can clearly see the URL they were on which is the exact same one copied onto the email.
Grrrrr............
I have also emailed consumer direct, watchdog and a small claims solicitor as well as lodging a complaint on another website.
I am determined to win this lol
I am determined to win this lol
Good Luck and please let us know how you get on. 
If you all the the urls etc then go for it. This company are terrible and really need to be exposed. 
I have got everything......
I have just printed all the emails off the screenshots showing the quote and the URL written them a very nice letter too........
I have just printed all the emails off the screenshots showing the quote and the URL written them a very nice letter too........
Reply received from consumer direct 
I am sorry to hear you are having this problem and I can understand the concerns you are having.
When you agree a contract with the trader they should adhere to their own terms and conditions.
I would therefore suggest you argue the trader is in breach of contract. I would suggest you write to the trader, keeping a copy of the letter and getting a proof of postage, explaining that you are holding them in breach of contract and requesting they adhere to the terms and conditions by paying the money that is advertised within 14 days.
I would suggest you enclose copies of the screen shots printed out as evidence of the URL and web pages.
If you could provide your address and contact telephone number I would pass the details to Trading Standards for their information as this could be seen as misleading advertising.
I hope this helps the situation and please contact us if you do not get a satisfactory response.
I am sorry to hear you are having this problem and I can understand the concerns you are having.
When you agree a contract with the trader they should adhere to their own terms and conditions.
I would therefore suggest you argue the trader is in breach of contract. I would suggest you write to the trader, keeping a copy of the letter and getting a proof of postage, explaining that you are holding them in breach of contract and requesting they adhere to the terms and conditions by paying the money that is advertised within 14 days.
I would suggest you enclose copies of the screen shots printed out as evidence of the URL and web pages.
If you could provide your address and contact telephone number I would pass the details to Trading Standards for their information as this could be seen as misleading advertising.
I hope this helps the situation and please contact us if you do not get a satisfactory response.
Excellent news 
That sounds promising!
RESULT!!!!!
Dear Emma,
Thank you for your recent email to On the Beach Customer Relations, the content of which has been noted.
I am delighted to confirm a reduction in your holiday cost of £1489.56, this amount will be deducted from the balance owing and will take effect immediately
Should you have any questions, please do not hesitate in contacting me directly
Dear Emma,
Thank you for your recent email to On the Beach Customer Relations, the content of which has been noted.
I am delighted to confirm a reduction in your holiday cost of £1489.56, this amount will be deducted from the balance owing and will take effect immediately
Should you have any questions, please do not hesitate in contacting me directly
That is great news!
Fantastic result...does that mean you got your holiday is only going to cost you £759.08? I'd be jumping thru' hoops....I'm sure you'll enjoy your holiday so much more for knowing that it's an absolute bargain (even if you have had a mess around)!!!!!
Well done!
Well done!
I feel like jumping round like a lunatic.
2 Weeks all inclusive to the Dominican Republic for less than £800!!!!!
Totally worth the mess around.
2 Weeks all inclusive to the Dominican Republic for less than £800!!!!!
Totally worth the mess around.
WHOOP! WHOOP! 
Don't forget to tell your fellow hotel guests about your bargain
Dead chuffed for you...hope you have a FAB time!
Don't forget to tell your fellow hotel guests about your bargain
Dead chuffed for you...hope you have a FAB time!
Well done! Fantastic result, enjoy your holiday now.......
July 28th 2010
I phoned OTB about a complaint today. Got through to a staff member who was working from home and unable to help me with my particular query ! Thankfully though, she did give me something that was like gold dust ! It is the free phone number for 'onthebeach' ! so no more costly calls to them ! I AHVE ALSO SENT ROLLING FAXES TO THEM ! Loving it ! I agree they are not very good at respondng to emails . . . Their free phone number is is: 08000 858 859
I phoned OTB about a complaint today. Got through to a staff member who was working from home and unable to help me with my particular query ! Thankfully though, she did give me something that was like gold dust ! It is the free phone number for 'onthebeach' ! so no more costly calls to them ! I AHVE ALSO SENT ROLLING FAXES TO THEM ! Loving it ! I agree they are not very good at respondng to emails . . . Their free phone number is is: 08000 858 859
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