Holiday Gems Reviews

Name: Holiday Gems
Address: Unit 14, Telford Court,, Chestergates Business Park, Dunkirk, Chester, Cheshire West and Chester
Rating: 4.59

4.6 Rating 2,610 Reviews

91 %

of reviewers recommend Holiday Gems

Company Reviews

Metrics

Info

4.6

Based on 2,610 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

About Holiday Gems:

HolidayGems.co.uk provides a comprehensive range of travel services, including holidays, flights, hotels and other ancillary services. We also specialise in Late Deal holidays.

Our travel specialists work within our three call centre locations in the North West of England and in addition we also have a network of homeworkers both in the UK and throughout Europe.

All of our holidays are ATOL protected (ATOL 11461) for consumer financial security.

HolidayGems offers an independent and impartial travel service tailored to our customer’s needs. Whether you are planning a trip in the UK or to the other side of the world, our professional travel service will cater for every need.

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Holiday Gems 5 star review on 6th November 2024

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Excellent customer service. I was on the phone with Martin and he was absolutely amazing with me. He helped me to get an issue sorted with all his positive personality . Highly recommended holiday gem”

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Posted 5 months ago

“Sam was very helpful and knowledgeable, especially as I was booking to leave the same day, very patient Thank you”

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Posted 5 months ago

“Stuart was brilliant for sorting out my holiday and booking telling me all the information needed will deffo recommend.”

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Posted 5 months ago

“Following online booking as stated that I'd be called within 72 hours to finalise booking. Stuart called took me through the booking in a warm friendly and professional manner. Stuart gave some useful information re flight online check in. Confirmation email received within the 15 minutes as Stuart stated.”

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Posted 5 months ago

“Stuart was helpful and completed my booking.”

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Posted 5 months ago

“Very helpful!”

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Posted 5 months ago

“Thank you so much Martin was brilliant and talked us through everything we needed to do. I’ve booked before and I’ll be booking again!”

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Posted 5 months ago

“The operator was super helpful and lovely! Clearly communicated what was happening and was very polite”

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Posted 5 months ago

“Price beat the rest but speaking to someone as made the booking process such a easier and less stressful experience. Martin was brilliant, couldn’t have done enough.”

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Posted 5 months ago

“Spoke to martin today who was none other than helpful and gave us all information required and made sure we understood everything well done matin you were brill”

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Posted 5 months ago

“Stuart was really friendly and helpful!”

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Posted 5 months ago

“The lady that helped me was amazing!!!!”

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Posted 5 months ago

“Stuart was very professional and explained everything to myself. Very good customer services.”

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Posted 5 months ago

“Stuart called to confirm the holiday booking and was extremely helpful and professional. I would highly recommend him and holiday gems.”

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Posted 5 months ago

“Jae was very helpful &patient with myself booking our holidays as I was very slow on my laptop”

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Posted 5 months ago

“Jae was extremely patient, helpful and friendly with assisting me for a very last minute holiday package to Sardinia, Italy. She is a true professional representative in comparison to others that proved a disappointment.”

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Posted 5 months ago

“Spoke to Sam she was lovely and made my holiday booking so fast and easy, would highly recommend this company. Sam’s an asset to your organisation!!”

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Posted 5 months ago

“I was delighted to be booking holiday again with Holiday Gem and got a great price for all I inclusive for family of four. I booked it one night with price and then next day Holiday Gem operator rings to say I need to pay an extra £133 extra due to either flight increase or else hotel. She could not say. She stated that this is in the terms and conditions that I didn’t read and sometimes she would do that herself .I am very disappointed that all of a sudden you get an extra increase next day!! Feel that holiday should be booked and processed when you decide what you are looking for!!! All she could say was sorry for bearer of bad news. Not good enough customer service when there is plenty of companies that you can choose from online or in stores!”

Helpful Report

Posted 5 months ago

Hello Nicola, we are very pleased you have chosen to book with us again but are surprised that you therefore appear to be unaware of the website order process. Clause 2 or the terms and conditions you ticked to accept cover clearly about the price and what happens if the Package Holiday is available but not at the price quoted. Non the less we’re sorry you feel we did not meet expectations. In order to explain, whilst our booking system relies on live feeds from our suppliers, brokers and airlines we are unfortunately not in control of momentary price changes, fluctuations or changes in availability provided by the same and whilst the vast majority of bookings will be confirmed without issue, we, along with many other well-known Tour Operators in the market cannot be held responsible whereby these changes affect our ability to confirm travel arrangements. In your case we can see this is exactly what happened. When you make a booking with us and prior to the point of actually confirming the arrangements for you, we “ring fence” the amount from your payment method although and critically, we do not debit your payment type and it is only held within your account until the point of us confirming your chosen arrangement and ourselves obtaining the relevant confirmation codes from our suppliers, brokers and airlines. Should we not be able to confirm your arrangements, your order is passed to one of our sales agents who will then investigate and try their utmost to provide you with an identical or near-matched arrangements and we will offer this to you. It is then up to yourself to proceed or not with the new arrangements. If you do not wish to proceed, we cancel your order down and release the “ring fence” amount for you. We also note in your case, you decided to proceed with the alternative and your payment type was therefore debited. Please note, our sales agent will always try to obtain the same, similar or cheaper pricing for any alternative arrangements found however, this may not be possible as once again, we are simply not in control of pricing, yield changes and availability of our suppliers, brokers and airlines. At all times, we work within strict company guidelines and always with your interests at heart. We would also like to mention that further details of the aforementioned are listed throughout the website in our Terms and Conditions to which you duly ticked when you made your online order with us. In closing, we hope the above explanation and facts helps you understand the situation which gave you cause to issue a negative review and on balance, once you have had time to digest the above we would appreciate any amendment you could make to your review which would then be reflective of the service level and experience you had with us.

Posted 5 months ago

“Stuart was very polite, transparent with all information given, excellent service.”

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Posted 5 months ago

“The lady I spoke to on the phone was really helpful. Price increased from the time I booked the holiday online to the time I received a call back however the lady did what she could do honour the original price, which was really appreciated. Thank you.”

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Posted 5 months ago

Holiday Gems is rated 4.6 based on 2,610 reviews