Holiday Gems Reviews

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

4.6 Rating 2,783 Reviews

91 %

of reviewers recommend Holiday Gems

Company Reviews

Metrics

Info

4.6

Based on 2,783 reviews

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

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

“Very prompt. Sent emails and called straight back once I had entered payment details to say had gone through and sent me my next steps”

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Posted 1 year ago

“Only at booking stage and first property was unavailable......alternative actively sourced and proposed.....great service.”

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Posted 1 year ago

“Picked up my holiday and paid for it, only to be phoned the next day by holiday gems and asked for another £70 as the price of the jet2 flight had gone up. I priced up the holiday again to find it had only gone up £20 BUT!!!! It would be full board instead of half board. I phoned Holiday gems only to be told ,they had the live price and it would be £70 more but they could give me full board. I don't think I would use them again.”

Helpful Report

Posted 1 year ago

Mrs Luke many thanks for your review and we’re sorry you feel we did not meet expectations. Firstly and 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 assigned to one of our sales agents who will then investigate and try their utmost to provide you with 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 amended arrangements 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 promised service level and experience you had with us.

Posted 1 year ago

“Excellent experience and customer service I highly recommend”

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Posted 1 year ago

“Very helpful on the phone, quick efficient service”

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Posted 1 year ago

“Bought a package online to be told next day the flight sold out. So we lost a day and made to pay extra to rebook another. Not good enough.”

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Posted 1 year ago

Mr Abraham you were not made to pay anything to us, you did so voluntarily however we’re sorry you feel we did not meet expectations. Firstly and 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 assigned to one of our sales agents who will then investigate and try their utmost to provide you with 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 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 promised service level and experience you had with us.

Posted 1 year ago

“Top service polite and efficient!”

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Posted 1 year ago

“Booking was very easy. Everything went extremely smoothly. Would be more than happy to use again.”

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Posted 1 year ago

“Easy to book online said it could take up to 72hrs to confirm took one hour great prices 👍”

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Posted 1 year ago

“I was disappointed to find out our hotel room was no longer available. When booking online one would expect the holiday that was booked would be available. However, the company was quick to respond to alert us to this situation. Samer ,who was dealing with it , tried his best to accommodate by offering us another accommodation. But they were not suitable and I was happy to cancel . Samer managed to find us a room in the same hotel , I don’t know how. With the help of managers we are now booked in the same hotel for no extra cost .”

Helpful Report

Posted 1 year ago

Hello Maureen, many thanks for your review and we’re sorry you feel we did not meet expectations. Firstly and 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 assigned to one of our sales agents who will then investigate and try their utmost to provide you with 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. This as you mention was a valid option for you, but in the end you decided to proceed when our consultant made a gesture towards the costs from a different supplier that were higher 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 promised service level and experience you had with us.

Posted 1 year ago

“Seam like a professional outfit being able to source a room for us. Thankyou”

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Posted 1 year ago

“Same was very helpful, did a fantastic job 👏”

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Posted 1 year ago

“Very good website quick response to booking”

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Posted 1 year ago

“Unhappy that the price on screen was not the price I paid. Apparently prices had gone up in 2 hrs and was called to be advised. Will not use again”

Helpful Report

Posted 1 year ago

Hello Mrs Thorpe many thanks for your review and we’re sorry you feel we did not meet expectations. Firstly and 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 assigned to one of our sales agents who will then investigate and try their utmost to provide you with 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 promised service level and experience you had with us.

Posted 1 year ago

“Everything seems to be booked and on track as per the advertised price. Don’t let an ambitious sales person hike the price.”

Helpful Report

Posted 1 year ago

Hello Nigel, thank you for your review. Our sales consultants only offer the price they can achieve from suppliers which may have been higher than the original order. It sounds like you were given a gesture of goodwill in honouring the original price despite costs increasing.

Posted 1 year ago

“Cheapest holiday on Web. Very easy to use. Great price and all booked very quickly. Only issue is baggage allowance not clear and does not mention on paperwork which Gatwick terminal we are flying from.”

Helpful Report

Posted 1 year ago

“Nathan certainly dealt with our booking in the most quickly and effective manner! He was friendly, helpful and polite. I've never used Holiday Gems before but thanks to Nathan I will certainly be using the service again! Thanks Nathan you are certainly a Gem !!”

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Posted 1 year ago

“Booked with this company online. After paying full amount of holiday immediately I was telephoned and told to book would cost me another 90 something pounds as they struggled to get a room for us. Totally unacceptable in my opinion. The price stated should be what you pay regardless of the company's issues.this wad a 60th present for husband last minute so I felt had no option but to pat extra.apart from this the holiday went smoothly. Please be aware the price stated may not be true.”

Helpful Report

Posted 1 year ago

“Absolute disgraceful company. I wish I had never booked a holiday with them - booked online, then was told nothing was available anymore at that price. They still advertised the price for days after. Could not get through to anyone on the phone and was only called back when I confirmed I would cancel. I had already made a payment online - so was informed that I would loose my £299 deposit of I cancelled - EVEN though they could not fulfil the original holiday. As I didn't want to loose my deposit, I booked another destination over the phone. Then contacted a week later to say they flight outbound has been cancelled - there us another flight but you have to pay more? What kind of company is this? I have asked for conversation in writing and have been told I need to wait - I have asked for my telephone booking recordings as I was misold and misinformed information and I have been told I need to pay for these recordings. Now, if I want to cancel the holiday THEY cannot fulfil - I still need to pay for the return flights? Do not book with Holiday Gems - con artists”

Helpful Report

Posted 1 year ago

Miss Henry, we are sorry you experienced so many issues with your booking but can assure you we are not con artists and that is a libellous statement you make. 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. We regret that you have since had a flight cancelation which, since we do not operate flights, have no control over either. Our booking terms to which you agreed online when placing your order do state our position clearly about that and the type of flights you accept can apply to your arrangements, but we will do all we can to assist you in such situations. Indeed there has been some contribution towards your costs already.

Posted 1 year ago

Holiday Gems is rated 4.6 based on 2,783 reviews