If I could give them no stars I would!!!!!!!!

We booked a holiday online through holidaygems and the following morning had a phone call from Simon saying that the holiday had gone up £300 for the three of us. I had done a lot of research about the hotels and as the hotel was the most suitable for mother, a week before her 91st birthday, we paid the extra to stay at Monica Beach Resort . When we arrived they told us there was no reservation for us although could clearly see we had reservation papers to stay there in three rooms, more than four hours after our arrival they found three rooms for us as far away as possible from the main building, we were told they needed to clean the rooms. I had asked for the rooms to be together on the booking but two were in the same block but on different floors and another well away in a different part of the complex. It wasn't until near lunch time the following day when I went to pick up our passports that I was told there was a problem with the booking and if we wanted to stay in the hotel we booked then we would need to pay a further 91€ per person, meaning our holiday would be costing around £200 more per person than advertised. I phoned holiday gems to try and get our problem reserved and was told it would be best if we moved to another hotel and all would be resolved on our return which we did but were not happy about, we had unpacked and so obviously had to repack and WE HAD TO arrange for a taxi to take us to another hotel, we lost more than a day of our holiday trying to rectify a mistake made by Holiday Gems. Our ATOL certificate clearly stated that we were booked into the Monica Beach, our transfers from the airport arranged through holiday gems also delivered us to the Monica Beach but then we were informed much later in the day we should be at the Costa Calma Beach Resort as the hotel and address did not match up! The hotel we had BOOKED and was on all our reservations. Holiday Gems have done nothing to resolved the situation apart from offering A £100 discount off another holiday booked by through them, which is an insult given we booked with them in good faith to deliver our holiday! This was to be a surprise holiday for my mother's birthday which turned into a very stressful time and it totally exhausted her. I have emailed, had to jar them about lack of contact and when not happy with what is their final response, wrote to the managing director enclosing all the email correspondence, booking documentation, ATOL certificate stating where we were staying. The letter was sent to be signed for on delivery which was done by A.Palmer at 09.51 on the 20th June 2019 but as to date have had no reply. At 91 this could be the last holiday my mother is well enough to go on with my brother and myself.
I have booked with Holiday Gems before and had no problems but obviously if there is one they don't care! So beware if booking.
Posted 10 months ago
Holiday Gems is rated 1.80 based on 15 reviews

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