Holiday Gems Reviews

Name: Holiday Gems
Address: Unit 14, Telford Court,, Chestergates Business Park, Dunkirk, Chester, Cheshire West and Chester
Rating: 4.60

4.6 Rating 2,795 Reviews

91 %

of reviewers recommend Holiday Gems

Company Reviews

Questions

Metrics

4.6

Based on 2,795 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

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Location:

Unit 14, Telford Court,,
Chestergates Business Park, Dunkirk,
Chester
Cheshire West and Chester
CH1 6LT

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Holiday Gems 5 star review on 6th November 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Assumed everything would be fine, holiday was booked and got very detailed instructions on how to access the tickets. Unfortunately, we were unable to do the check-in, we tried one weel before, we thought it was too early, tried 2 days before, didn't work. We kept trying until the day of the journey but there was no chance. There was no one available to help as it was a bank holiday. Thankfully Ryanair managed to find the booking and sort it out for us. Will not be booking with this company again.”

Helpful Report

Posted 3 years ago

Mr Serovas we are sorry to hear this but do not see that you contacted ourselves for assistance when you experienced a problem before the day of travel. We are pleased that Ryanair resolved this of course but without more detail as to what the problem was, we cannot comment as we pass on their instructions about check-in process and have no control over it otherwise.

Posted 3 years ago

“Dissatisfied with committing to an order and making payment in full to be told three days later the flights are not available and the price has jumped! I won’t be rushing back to make another reservation and will be raising awareness!”

Helpful Report

Posted 3 years ago

Mr Giuntoni we regret you did not appreciate that when placing your order it was a request and not guaranteed. You must have overlooked the website terms although you agreed to them. Another customer has had the benefit of the arrangements offered and you were offered the next available as per our policy.

Posted 3 years ago

“Consultant was very polite but I am shocked that a company could promote such a disgusting hotel and advertise it as a five star resourt. We stayed at the Armir Hotel in Kemer. None of the staff could speak English and the entire resort was based on Russian holiday makers. The hotel was filthy and a good 15 minute walk to the beach where there were no cushions for the sun beds. The food was disgusting, covered with flies and no selection at all. Do not stay at this Hotel under any circumstances!!!!!”

Helpful Report

Posted 3 years ago

Mrs Thompson we regret you did not bring this to our attention during your stay to allow us to give you options if you were unhappy, but thank you for raising your concerns now.

Posted 3 years ago

“Ask for a review after the holiday not before. Unhappy that the price increased from the advertised price. I’m not sure that is even legal ?”

Helpful Report

Posted 3 years ago

Alan we ask for reviews about various stages of the booking and you were asked about your experience in relation to actually making the booking. Where you make a request to book online the process is explained in our terms before you proceed so are able to make an informed decision.

Posted 3 years ago

“I booked the holiday but was contacted later today say that I have to pay extra as the rate increased...though I book it when the lower price was available so the additional cost should but at your costs not my!!”

Helpful Report

Posted 3 years ago

Mrs Toth when you booked online the process is explained about it being a request basis at the price offered. We are sorry if this was overlooked.

Posted 3 years ago

“Website doesn’t give all the facts. It’s assumed you know everything.Prices just to reel you in. Holiday cost us nearly £200 more than advertised. Complained and was promised a review. Still waiting.”

Helpful Report

Posted 3 years ago

Hello Paul, we are sorry if you found the website process unclear, our terms and conditions of use do cover all aspects and you should continue to approach the team with whom you addressed your query if you have not yet had a response.

Posted 3 years ago

“Payment timed out on website, no confirmation on credit card app. Payment taken anyway. Holiday gems say unfortunately to cancel holiday would I cure full costs. Should of trusted the reviews as you can not get hold of anyone on the phone and the email responses are so slow! Looks like we will be going o. The holiday but I wouldn’t recommend this company to book with as they have zero customer service.”

Helpful Report

Posted 3 years ago

Hello James, whereas we cannot comment on the content of your credit card app, the method of payment detail was submitted by you when placing the order and as it did fulfil immediately so the funds were captured. This is explained in the terms of booking that you ticked to agree to when placing the order. The paperwork was then sent to you confirming your booking. We are sorry if you feel there was delay in responding to any enquiry about this, but our customer service team did so within the auto reply timescales advised.

Posted 3 years ago

“Disgusting want a refund as couldn’t go on holiday n had contact my bank lost all my money if u don’t refund”

Helpful Report

Posted 3 years ago

Tracey we are sorry you could not go on holiday but you are not automatically entitled to refund with us, not least when you inform us after the holiday should have commenced. Your travel insurers should be contacted in this case. The terms and conditions of your booking advise that no refund is due within 33 days of departure.

Posted 3 years ago

“This holiday was a complete scam. We bought a 4 star all inclusive with a family room. What we got was a 2 star hostel with 4 single beds pushed together that were broken and an all inclusive package where you don’t even get bottled water. Made a complaint with in hours but still not resolved. This holiday was mis sold to me as the description wasn’t accurate.”

Helpful Report

Posted 3 years ago

Katie we are sorry to hear about your experience but it is not correct that we have refused to help. We did interact in the matter and will address your formal complaint including the refund that has been agreed.

Posted 3 years ago

“We booked our holiday online paid by credit card full amount, then next day they phoned me and told me there were no rooms available at that price and said it would be another £160 more for the same holiday even tho we agreed this holiday only at the price we were asked to pay the day before! We ended up agreeing to same holiday without the Breakfast and had to pay them extra money as well! We are so annoyed that they can do this! When we were booking it should have told us at the time there were no more rooms available at this price so that we could look somewhere else! Your company should have sorted it out for the price we had already paid because that is what was agreed to and paid for, it wasn’t our fault! I think this is a rip off site, we haven’t had a holiday in 6 years and was looking forward to this holiday but puts a dampers on things when someone try’s to do this to you!”

Helpful Report

Posted 3 years ago

MR AGHAJANIAN, we are sorry that this is not entirely factual. You made your booking online and agreed to the terms of making that request for the holiday. These state; By clicking to request a Package Holiday and entering your personal and payment details on www.holidaygems.co.uk (the “Website”), you are making an offer to purchase the Package Holiday selected, if it is available. When we receive this offer, we will contact the supplier(s) of the Package Holiday concerned. Each supplier will require a short period of time to check to see if your chosen Package Holiday is still available at the price quoted. We will not take any payment from you at this stage. You were offered a choice of how to proceed when the original package was not available and decided yourself to book the alternative. At this point payment was taken. We do refute that our site is intended to rip customers off since this is far from the truth. We regret that you did not appreciate the process when booking online but hope that you enjoy your holiday in due course.

Posted 3 years ago

“BANDITS! Booked a holiday on line. Requested a twin room in comments and now have had to pay over £90 extra. Requested booking to remain the same and they said price booked had increased. However price on line still the same. Got screen shots stating this. I’m on a cruise at present so my cousin has dealt with this. Negative review to follow on Trust Pilot and complaint to follow. Hope hotel is there when I turn up on the 30th. Don’t use this company.”

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

Posted 3 years ago

“Very poor. After making my booking & adding extras such as seats on the plane & luggage allowance none was on my confirmation even though I’d paid. I then had to go onto my flight booking & pay again for seats & baggage. Emailed holiday gems numerous times but was ignored.”

Helpful Report

Posted 3 years ago

We regret that our service did not meet your expectations. Please email our customer care team who will address any issues raised.

Posted 3 years ago

“Very rude customer service representatives (Michael the manager & Nicki) no empathy at all from them, if anything they added extra stress to the booking. They showed no care at all and basically showed they were too busy to sort out our issue that the company had made because they had other customers to deal with. Absolutely disgusting service from them. Would never book again from this company. We were offered one price but billed for a higher price then bombarded with emails to pay the outstanding balance.”

Helpful Report

Posted 3 years ago

Thank you for your review. We note that this was addressed immediately by our customer care team and any issues were resolved including the costing issue which was, as explained, due to a system error. We are sure that you will have a great holiday.

Posted 3 years ago

“Awful - changed the price that I booked online, saying it was no longer available at that price, didn't add my paid for bag to my booking, don't have any phone customer service support.”

Helpful Report

Posted 3 years ago

Thank you for your review. As per the advice on our website, the costs may change rapidly and rarely between submission and confirmation. If we are unable to honour the costs e will contact you with alternative options or price increases. It is then up to you to accept the alternatives or not. The booking was confirmed on your acceptance and the baggage was added as requested. Our customer service team addressed all issues. As you departed today, we do trust that you will have a wonderful holiday.

Posted 3 years ago

“Absolutely awful service, quick to take money but awful at relying to emails answering calls and even responding to complaints.”

Helpful Report

Posted 3 years ago

We do regret that our service has not met your expectations. If you are emailing the sales agent, please note that our agents work on a rota system and the correspondence may not yet have been accessed due to days off. Please email customerservices@holidaygems.co.uk and our after-sales team will do all possible to resolve any issues raised.

Posted 3 years ago

“Would never use them again! My flights were changed without me knowing, then they kept making mistakes with my transfer pick-up times, I called them 4 times to tell them it was incorrect. In the end I called the transfer suppliers directly to sort it out!”

Helpful Report

Posted 3 years ago

We have requested a call back from our customer service team as we are unable to investigate and address the issue in this format. We apologise if our service did not meet your expectations in this instance.

Posted 3 years ago

“Rubbish do not book with them they didnt want to cancel my holiday after 1 hour total RIP off”

Helpful Report

Posted 3 years ago

According to our records, the booking was booked online on 23 July and the cancellation was received on 25 July. Unfortunately, non-refundable costs have already been made on your behalf and these must be covered in the event of cancellation. We will always do all possible to mitigate any losses but are subject to our terms and conditions to which you agreed when submitting your booking.

Posted 3 years ago

“the worst office in which I bought a vacation The agent called me on the first day as long as he did not pick him up and then he can not be called no one answers nor replies to the e-mail no travel documents have been sent, it is not written, he has no access to your reservation 1 day before the trip ń8comu I do not recommend this office”

Helpful Report

Posted 3 years ago

Our after sales staff have endeavoured to reach you by telephone but unable to resolve the issue. All travel documents are sent to the email address in the booking and we can find no issue with the process. Please check your spam/junk folder for any filters.

Posted 3 years ago

“I book my holiday online Sunday evening & paid in full , I never received confirmation but I did receive a phone call the next day explaining to me that I couldn’t have it at the price I was offered so had to pay an xtra £65 which I did pay as I didn’t want any hassle , i then received another call 10 minutes later to say the flights had gone up £70 per person so would need to pay 140 which I refused, I was then told I would have to go on an earlier flight of 7am which I told them I didn’t want otherwise I would just cancel my holiday , the guy seemed annoyed with me but told me ‘I’ll sort it ‘ I then received confirmation of my holiday within minutes. My 5 night holiday was correct but my return flight was booked for Friday instead of the Wednesday which I had already paid for, I made a phone call to let them know what had happened and was told someone would call me back which they never did .the next morning I received an email saying I owed £85 so I rang first thing in the morning when they was open and a lovely lady called Debbie rectified my holiday for me , she was an absolute god send .”

Helpful Report

Posted 3 years ago

Wed sincerely apologise if our service did not meet your expectations but we do thank you for your positive comments regarding our customer care agent, which we will, of course, pass on.

Posted 3 years ago

“Worst company for being able to contact. Phones never answered and the documents are not able to download.”

Helpful Report

Posted 3 years ago

We note that our staff have been in contact and advised that your screenshots show that you have been emailing a no-reply address hence why you have had no response. Our phone lines have been operational and we are unsure why you have had difficulty. Your ticket documents were sent out 07/06/22 (the day of booking) at 15.23 and have been resent by our Customer Service team. Please check your spam folder for any ffilters

Posted 3 years ago

Holiday Gems is rated 4.6 based on 2,795 reviews