Name: Holiday Gems
Address: Unit 14, Telford Court,, Chestergates Business Park, Dunkirk, Chester, Cheshire West and Chester
Rating: 4.61

“Booked holiday online and paid straight away the full price. Shortly after we received a call from agent saying the room we booked is no longer available and we need to pay more to secure the place we wanted. We refused extra payment as it was ridicilious request to pay extra for something we already paid and received confirmation. Literally 3 mins after that we received another phone call from the agent saying that everything is sorted and the room we originally booked is reserved for us. We were left with very mixed feelings about our holiday in Feb 2022.”

Helpful Report

Posted 3 years ago

This appears to be an online order and no payment is taken when the order is submitted. The website gives full information of the process on every page of the order and this is reiterated in the Terms and Conditions to which you agreed when submitting the order. Once orders are received by our office, should we not be able to honour the booking at the web price we will call the client to offer any suitable alternatives which is then up to the client to accept or not. No payment is taken until our client agrees to the new costs. A pre-authorisation only is held, and released immediately if no booking is confirmed. It would appear that our agent was able to obtain authority to discount the costs to enable the holiday to be booked at the order price. We are sure that you will have a wonderful holiday.

Posted 3 years ago

“Good prices, easy to book on line. However after pressing button to book based on the prices shown, received phone call next day to say price had increased due to ‘live’ prices. Accepted change as booking with other people and places were going very quickly. Annoyed over this, as accepted total price as shown on site. Not clearly shown that this price could increase as it’s only a ‘request’ booking.”

Helpful Report

Posted 3 years ago

“Would have been 5 stars but after booking the price went up! We were told this was because the hotel gave them the wrong prices! Very annoying. Though to be fair, the holiday is still a great price”

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Posted 3 years ago

“Filling in the form to put your holiday down on paper was great (5 out of 5). Clear & well thought out but after trying to pay after rechecking everything 3 times, it woouldnt work! We were saved by a call from Geraldine (customer helpline). She spent a lot of time fixing everything for me & got everything sorted out to how I wanted them. Thank you Geraldine.”

Helpful Report

Posted 3 years ago

We sincerely apologise for any issues experienced when entering payment details. This will be highlighted to our IT team. Weare delighted that Geraldine was able to assist and provide a resolution. We are sure that you will have an amazing holiday.

Posted 3 years ago

“I booked this holiday on line and paid in full,I then get a phone call the next evening telling me he was going to confirm my booking,he seemed quite surprised my flights were booked but then proceeded to tell me my room rate had gone up,I was disgusted he then said I could cancel but it would take 21 days to get e refund,this was so upsetting he new my distress and spoke to a supervisor who decided to let me have the rooms at original price, iam a 75 year old lady I have always booked my holidays on line and never had this happen, on top of this iam phoned the next day and again was told my holiday needed to be confirmed,I then told her it had been and I had printed out all my documents,is this normal procedure,I do hope not,I will not be dealing with you in the future. Mrs harrington”

Helpful Report

Posted 3 years ago

This appears to be an online order and no payment is taken when the order is submitted. The website gives full information of the process on every page of the order and this is reiterated in the Terms and Conditions to which you agreed when submitting the order. Once orders are received by our office, should we not be able to honour the booking at the web price we will call the client to offer any suitable alternatives which is then up to the client to accept or not. No payment is taken until our client agrees to the new costs. A pre-authorisation only is held, and released immediately if no booking is confirmed. We are pleased that the manager was able to offer a discount to honour the cost and we will be sorry not to be able to assist in planning your next holiday.

Posted 3 years ago

“First time having booked with Holiday Gems. As usual with some internet sites there is a follow up and surprise surprise the price has increased within half an hour of the booking on line. Not unusual and on this occasion just £25 but it is really unacceptable to expect customers to believe that there was a price increase in such a short time. An advertised price should be a price agreed a the time the button to buy was clicked”

Helpful Report

Posted 3 years ago

This appears to be an online order and no payment is taken when the order is submitted. The website gives full information of the process on every page of the order and this is reiterated in the Terms and Conditions to which you agreed when submitting the order. Once orders are received by our office, should we not be able to honour the booking at the web price we will call the client to offer any suitable alternatives which is then up to the client to accept or not. No payment is taken until our client agrees to the new costs. A pre-authorisation only is held, and released immediately if no booking is confirmed. Unfortunately, as we do not own the airline or hotels, we do rely on the suppliers to advise the latest costs. Due to the inevitable delays, changes may occur between the request and the confirmation and this is a matter over which we have no control. Thank you for proceeding with the booking and we are sure that you will have an amazing holiday.

Posted 3 years ago

“Disappointed that I was contacted by your company within 15 minutes of booking my holiday that the price had gone up. The reason was according to your company Ryanair had increased their prices. I asked for what and no explanation was given. Also if I’m booking the holiday then prices should be explained to the customer about flight costs. The holiday price has increased with no full explanation of the breakdown. I can say one of your employees was helpful and polite however the other was curt and less helpful.”

Helpful Report

Posted 3 years ago

This appears to be an online order and no payment is taken when the order is submitted. The website gives full information of the process on every page of the order and this is reiterated in the Terms and Conditions to which you agreed when submitting the order. Once orders are received by our office, should we not be able to honour the booking at the web price we will call the client to offer any suitable alternatives which is then up to the client to accept or not. No payment is taken until our client agrees to the new costs. A pre-authorisation only is held, and released immediately if no booking is confirmed. We thank you for proceeding with the booking and apologise for any incovenience caused.

Posted 3 years ago

“booked it all online if you phone you have to pay sure more people would ring if you didnt have to pay”

Helpful Report

Posted 3 years ago

Thank you for your comments, Ian. We note that any issues were explained by the sales agent. Please be assured that your feedback has been noted.

Posted 3 years ago

“I only dealt with someone on the telephone to book my holiday he was very good and has sent all the paperwork to me already so that's a good start, let's see how the holiday goes”

Helpful Report

Posted 3 years ago

“Booked online but then had a call telling me that the price was more expensive than I had paid so I had to pay the extra to reserve my holiday.”

Helpful Report

Posted 3 years ago

We do regret that we have not achieved a more positive review. This appears to be an online order and the website gives full information of the process on every page of the order and this is reiterated in the Terms and Conditions to which you agreed when submitting the order. Once orders are received by our office, should we not be able to honour the booking at the web price we will call the client to offer any suitable alternatives which is then up to the client to accept or not. No payment is taken until our client agrees to the new costs. A pre-authorisation only is held, and released immediately if no booking is confirmed. We thank you for proceeding with the booking and we are sure that you will have a great holiday.

Posted 3 years ago

“The overall star score would have been higher ? the fact that I informed Holidaygems that our original Hotel was closed for the season ( Roc Flamingo) they did not listen , a while later they informed me our hotel was closed for the season and we had to move hotels but only 1 alternative , this was late in the day , also trying to get through to any one was at times a joke . I'm willing to give them another go.”

Helpful Report

Posted 3 years ago

We sincerely apologise for an accommodation change, Terence. Unfortunately, we do rely on the information from our suppliers and all issues are addressed by all parties in strict date order. It usual for any hotel to offer a like for like change to their own group and we trust that you were still able to have an enjoyable holiday

Posted 3 years ago

“Holiday Gems as a booking company are ok, very helpful when booking, bit short once they’ve received payment! Think they need to look more closely at the hotels they choose to deal with, ours was one up from a hostel, pictures were not what we got, I paid for a superior all inclusive room & had to pay €40 extra for air con! Hole in bath, toilet didn’t flush! Beware and do more research before you book! Lesson learned!”

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Posted 3 years ago

“Hi I am still waiting for my confirmation email with details of payment etc”

Helpful Report

Posted 3 years ago

Hi Eveyln, we believe a member of the team has already contacted you and re-sent your confirmation. In addition they have talked you through where the details of payment etc are located on the confirmation. To confirm, we did have all the correct email details and our system has recorded that the confirmation was sent at the time of booking. We simply re-sent this and since, you have confirmed receipt. We trust this has resolved you issue.

Posted 3 years ago

“Not happy can’t login today”

Helpful Report

Posted 3 years ago

Hi Nicholas, in order for us to resolve any potential issue were having we do need more information and we have tried to make contact with you. We will of course try again later. Kind regards Customer Liaison Team.

Posted 3 years ago

We have been advised that the issue has been resolved after making contact with you

Posted 3 years ago

“You need to be very careful- the price online is not always the price that you will end up paying. Bought my holiday online and on the next day they called me saying that I need to pay £100 more... It is better to call them and discuss the deal over the phone than buying online. Unfortunately, I didn't know that before purchasing. However, the guy I spoke to on the phone was very nice and friendly, end everything else went smoothly. The only issue was false advertising with price online.”

Helpful Report

Posted 3 years ago

This appears to be an online order and no payment is taken when the order is submitted. The website gives full information of the process on every page of the order and this is reiterated in the Terms and Conditions to which you agreed when submitting the order. Once orders are received by our office, should we not be able to honour the booking at the web price we will call the client to offer any suitable alternatives which is then up to the client to accept or not. No payment is taken until our client agrees to the new costs. A pre-authorisation only is held, and released immediately if no booking is confirmed. We thank you for you proceeding with the booking and we are sure you will have a great holiday

Posted 3 years ago

“I thought I was very pleased with HolidayGems, website was easy to use and the prices were great. Until an agent called me 2 hours later and said the price had gone up by £16, how? As I had already booked the holiday on the website, only to find out that they are a 3rd party and basically use the same websites that we all use. It was all sorted out with a phone call though.”

Helpful Report

Posted 3 years ago

This appears to be an online order and no payment is taken when the order is submitted. The website gives full information of the process on every page of the order and this is reiterated in the Terms and Conditions to which you agreed when submitting the order. Once orders are received by our office, should we not be able to honour the booking at the web price we will call the client to offer any suitable alternatives which is then up to the client to accept or not. No payment is taken until our client agrees to the new costs. A pre-authorisation only is held, and released immediately if no booking is confirmed. We do thank you for proceeding with the booking and we are sure that you will have a great holiday.

Posted 3 years ago

“Good customer service”

Helpful Report

Posted 3 years ago

Thank you for your feedback, Paul. We do hope that we will be able to obtain a 5* rating when we help you plan your next holiday.

Posted 3 years ago

“once i booked my holiday,it has been IMPOSSIBLE to contact the advisors”

Helpful Report

Posted 3 years ago

We do apologise for any inconvenience. Your sales agent is not normally able to address after sales issues and you should call or email our Customer Service team on customerservices@holidaygems.co.uk or call 03301240424 for any queries.

Posted 3 years ago

“Not happy with the price we paid it it was cheaper on the website but put price up”

Helpful Report

Posted 3 years ago

This appears to be an online order and no payment is taken when the order is submitted. The website gives full information of the process on every page of the order and this is reiterated in the Terms and Conditions to which you agreed when submitting the order. Once orders are received by our office, should we not be able to honour the booking at the web price we will call the client to offer any suitable alternatives which is then up to the client to accept or not. No payment is taken until our client agrees to the new costs. The booking was only confirmed after your acceptance of the alternatives.

Posted 3 years ago

“I would like to say that booking a last minute holiday with these guys is a good idea but unfortunately it is not, because they did not send my boarding pass or unique email to log in. I occurred a total of over £200 extra costs not to mention the days loss of holiday”

Helpful Report

Posted 3 years ago

We are disappointed that you have cause to complain. Please email customerliaison@holidaygems.co.uk with all receipts and supporting documents so that the issue may be investigated

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	97%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

Holiday Gems Reviews