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

“Ridiculous - initially booked holiday. Was called back the next day and advised room we had booked not available and we had to downgrade at more money - was told as long as double vaccinated it was good to travel (not true), We went for 3 days and the Amber went to Amber + and not these or wizz air bothered to send a courtesy automated email so was stuck in Spain and had to pay for another flight and pre departure Covid tests €95 each + the government PCR can’t be a home test just a bought one which was another £120 - the hotel gave us two single beds pushed together - the bar never had anyone on it, no English tourists, pool closed at 6 and no entertainment, no food available unless at restaurant times - old breakfast left out - staff told me they weren’t there to be my pal (obviously) but I had paid all inclusive so would have liked that service - couldn’t have food or drinks in rooms. Not all inclusive - a £503 3 day break cost us over £1000 due to Mis information. Just avoid this company. Still waiting for them to even contact me regarding my complaint. Waste of my time and money. Between holiday gems and wizz air I feel completely let down and conned”

Helpful Report

Posted 4 years ago

We are disappointed that you have cause to complain. We note that the complaint was sent when the office was closed and you would have received an auto response giving timeframes and procedure. The issue will be investigated and a response emailed. Thank you for your patience.

Posted 4 years ago

“After a mistake being made in the booking process I contacted customer services where I was promised a same day call back. No one attempted to contact me and I called again 2 days later where I was told it was my mistake and I had to pay to correct it. This I understand, however, the airline were willing to resolve this free of charge and I’m disappointed you were not.”

Helpful Report

Posted 4 years ago

Harriet we are sorry that an error was made when placing the order online, we have assisted you in correcting this with suppliers and only passed on necessary charges in accordance with our terms and conditions to which you agreed when booking. We are pleased that the airline did so directly without charge for you, contact to them was suggested at the time.

Posted 4 years ago

“cheated on the price, after paying, changed the price and paid another 90 pounds”

Helpful Report

Posted 4 years ago

Hello Diana, since you booked on our website it does explain that this is not a live booking tool and we will endeavour to obtain the price advertised or let you know if we cannot. This was the case for your booking and you agreed to pay more so were not cheated at all.

Posted 4 years ago

“Stay far.. far.. away as they will lie to get extra money from you !! Absolute bonkers and lie over the phone and when you confront they will just lie again !! I have booked my holiday with them and Jordan called me that something is wrong and demanded extra money. I have said I am fine paying extra but I need a sea view upgrade, he says he will request it for no extra cost! Do you see any issue with this statement? NO !! when I contacted the resort about my upgrade, they say they don't have any such request and when I emailed these guys about my issue, he replied saying, it was only a request !!!! and not guarantee, how convenient! Did he even mentioned that this is not guaranteed in the first place.. No Because they just want to grab extra money by any means necessary! I wish I can give them zero stars as for lying outright they don't even deserve one star !!”

Helpful Report

Posted 4 years ago

We reiterate the response given on another platform and refute the comments in their entirety.

Posted 4 years ago

We refute all the content of this review. Our agents will never 'demand' any extra costs and will, if we cannot honour the online price, give options which is up the client to accept or not. If they are not acceptable then the order is cancelled and no money taken. The reviewer has himself stated that the agent would 'request a sea view room'. Any request is never guaranteed in any scenario and we believe that a 'request' is exactly that. Whilst we respect any honest opinion and take on board constructive criticism, we are unable to do so in this instance.

Posted 4 years ago

“I booked a holiday with holiday gems never again,every time i phoned them they put the phone down on me, as were we went to was fuerventuraurahotel was changed about 3 days before, i asked if it was flat they told us yes, so we took this hotel, when we got there dining room you had to go down big incline go to the bar you had to go up 130 steps the bar only one type of larger you had to pay for use of tv, i booked in this hotel if you call it hotel it was like a holiday camp, i booked in the place for 2 weeks After 1 week i had to come home as i have had heart trouble and my wife has hip trouble, i did not want to finish up in papworth again, we booked another flight home 1 week early, i sent holiday gems photos of the place hole and stains in sheets, dampness , blood on curtains door, cochroach in cupboard,as i have parkinsons i booked with these before hand and i must have pressed wrong year 2021 my wife noticed this after print off so i phoned holiday gems within 3 hours but the would not cancel it, i have e.mailed them several of times no answer so i have booked a holiday from last year to this because they will not answer my e.mails and not cancel it”

Helpful Report

Posted 4 years ago

“AVOID AVOID AVOID ROBBERS They cancelled our Holiday , booked in March 2020 and due to take place in June 2020. After refusing to refund us , they offered a Credit note which we declined. We were told we could request a refund after November. We have done so. It is now nearly one year later. Starting Court Claim next week. AVOID AVOID AVOID ROBBERS”

Helpful Report

Posted 4 years ago

“Cancelled my holiday nov 2020 due to death in the family and was told I could not get my flight money refund which I was happy with as long as the rest of the holiday was cancelled, this week I receive a bill of £109 cancellations fee and when asked why got told it was a good will gesture on there part. I will be taking this matter further”

Helpful Report

Posted 4 years ago

“If i could give them -100 I would. Avoid this company like the plague. Booked with them for years and never had the need to contact them, so no issue with customer service, until the covid. Should have gone to tenerife xmas day, less than 24 hours notice and received email to say holiday was cancelled. Unable to contact customer service by phone no replies to emails and then finally today 11.01.2021, get an email credit note, on checking we have been stopped £660 from the total amount paid and to top it all, we are unable to claim a refund until 31/05/2021. Total robbers. Will be taking further action and will never use this company again. Stay clear.”

Helpful Report

Posted 4 years ago

“I booked a holiday for myself and my family for last May 2019. Due to coronavirus pandemic and working for the NHS I knew that it was not going to go ahead. I tried to contact them to reschedule the dates and was told that we would be contacted. Then received an email saying that as I had not paid the balance the holiday had been cancelled. Then the trouble of trying to claim back the money is where the fun became. To date I have not received an email from them and still trying. They have sent a refund/credit note, but these are worthless as still no contact with them. They do not speak with you on the phone and do not reply to any emails not even an email to say that they have received your emal and will deal with it when they can. I would not use this company ever again and intend on taking the matter further as far as I am concerned I have received a refund credit note and should be entitled to my money back. There will probably be no repsonse to this experience feedback either which is not surprising. What went wrong? Everything in my opinion. If the NHS was run like this where would the country be at the present time.”

Helpful Report

Posted 4 years ago

“I wish I had read reviews about Holiday Gems before I put myself through the worst customer service experience ever. To start with the holiday ended up being £200 more than first quoted, then I had the pressure from them to make the last payment on the holiday even though everyone man and his dog knew it wouldn't go ahead because of lockdown. A few weeks after paying I got the 'surprising' phone call to say it was cancelled and I was offered a refund or a credit note, I chose the refund as who knows when we can go on holiday again, 2 weeks later they sent me a credit note and claim that is the process they use, why offer me a choice but then go ahead and do what you want anyway?! The great part is according to them I will get MY money back from them 5-6 months after the holiday was cancelled. To date I have sent them 46 emails and I have had 3 of them responded to, they have blocked me on Facebook instead of dealing with my issue. The agents they use or the hotel doesn't have my money, it is sitting with Holiday Gems. Avoid these frauds at all cost, they will push you to pay more and then do all they can to avoid giving you your money back. I just hope we all get our money back before they deservedly go bust. I will be posting reviews wherever I can to help protect people from these thieves.”

Helpful Report

Posted 4 years ago

“Dealing with Holiday Gems has been worse than terrible from the start (pre-Covid) through to the end (December 2020). First, the price online that entices you to book is not the actual price - it is only confirmed after they have contacted the airlines and hotels. In my case, the price increased - I wonder, if the price reduced would that saving be passed to the customer. Needless to say and long story short, the holiday was cancelled owing to the pandemic and a refund was finally received 6 months later, albeit after chasing continually and Holiday Gems charging me an administration fee for the privilege! Jet 2, on the other hand, have been an absolute delight to deal with and will be getting my custom in future. BE WARNED”

Helpful Report

Posted 5 years ago

“Booked holiday in january 2020 to go in June holiday cancelled was promised a like for like didnt happen still waiting for refund another 28 days,got to pay to get your own money back ,found the same holiday with TUI £400cheaper have been good customers of holiday gems for years but wont use them again after this sort of treatment”

Helpful Report

Posted 5 years ago

“Terrible service would not give it any points.Had my holiday canceled in april. Still havnt got my refund was told you could get it at the end of october. Hadnt heard anything i sent an email now you have to request it on line and it can take 28days .Terrible company you can not telephone no one available it is appaling do not book with this company”

Helpful Report

Posted 5 years ago

“Don’t waste your time or effort booking with this shambolic company! Still waiting on a refund from 7 months ago and the best part is they are charging people to give their OWN money back! Disgusting as long as you stay a float though hey! Il be sharing reviews post far and wide to try and stop as many as I can from booking with you!!”

Helpful Report

Posted 5 years ago

“Do not use this company Will I ever see my £2500 again! I am starting to doubt it. Holiday Gems are keeping hold of money that should be refunded. We booked flights with Jet2. We booked hotel accommodation with Holiday Gems for 17th – 28th March 2020, for 3 people, all inclusive. The total amount was £2320. We were informed by Jet2 that all flights to Fuerteventura were cancelled, including ours. Jet2 immediately refunded us. So, we immediately contacted Holiday Gems by phone and were told that someone would contact us. We tried again by phone. No contact at all from the retailer. We then went on live chat twice – again we were told that we would be contacted, but still nothing. (details enclosed) We also e-mailed them, but again, apart from an automated reply (saying that someone would contact us), no reply. (details enclosed) It is now 3rd April 2020 and despite making another telephone call, we have had no communication from Holiday Gems at all. No doubt the hotel has not been paid for our accommodation, so Holiday Gems are now sitting there with our money and are unwilling to refund. Perhaps if there are enough unhappy customers, we should all consider civil court action to reclaim our monies, because if Holiday Gems have done this to two customers, there must be many more.”

Helpful Report

Posted 5 years ago

“BEWARE. We booked and then like so many others were contacted to say the price was incorrect and we owed more money. Final bill was even more than indicated. Apparently rep said it is not a live site but even after we pointed out the discrepancy in price shown and price to be charged it was not altered for 36 hours. Very sharp practice. Then we found out that luggage is not included but is separate quote after paying. Price quoted is more than easyJet would charge. Rest assured we will not use this site again. Just tried to complete the stars rating but it won’t let me”

Helpful Report

Posted 5 years ago

“I booked a holiday to tenerife with these people on 23rd september 2019 to travel 26th october 2019 airline was thomas cook,of course TC crashed leaving me with no holiday flight and ever increasing alternative flights through other greedy companies ,I knew I had to wait for my refund but I never thought it would take until 4th December to hit my bank account and also cost me 10.50 in atol charges to request the refund,they also charge an extraordinary amount per minute to call their atersales team ,all in all im well out of pocket with no much need post operation holiday to enjoy this year. Deeply disapointed .Will never ever use them again ,”

Helpful Report

Posted 6 years ago

“This is absolutely the wost company I have ever used and recommend you look elsewhere. I am not one to leave reviews but in this instance have to warn you off. To start with, no price online is correct so instead of me booking and waiting for them to charge me extra after, I called them to get a live price which was £200 more. Ok I think, I will go for it but mid way, I start asking about other hotels. I ask the sales person about one and she said she has heard good things about that. Being 9.30 at night, i think why not but afterwards read the reviews and its disgusting. I paid a very large deposit of £1475. I try to change my hotel the next morning, but they want an extra £293 so I tell them to cancel the hotel as I will go with another comapny that is cheaper on hotels. To cancel is going to cost me £300 but I will do this as I just want this nightmare over with. Customer service is non-existent. You have to phone them at 13p per min and they you are left on hold for at leat 20 mins. There are far better companies to use as this one rips you off and will not provide any breakdown of flight, hotel or transfers. Wish I never used them to begin with. I am still waiting for them to take payment for cancellation and they don't even have the decency to get back to me on that. AWFUL beyond words.”

Helpful Report

Posted 6 years ago

“Booked a holiday with this company online in April. The next day I got a phone call saying the accommodation I wanted was not available. I was under pressure then to find another hotel and the advisor offered me an alternative which I was not able to research before booking. When I checked the accommodation online after the booking I found it was in the middle of nowhere with no lift which I need as I am disabled. I tried for 2 days to contact them by phone but could never get through. I sent a number of emails asking if I could change the hotel booking and the fact I needed a lift. They emailed me back 7 days later saying they could change the hotel for a further cost of £442 which I just could not believe. Total rubbish after sales service.”

Helpful Report

Posted 6 years ago

“Absolutely a nightmare company! Not one person has wanted to help, staff on the phone have been really rude. I booked a holiday with this company my original booking I made was changed and our accommodation was moved, I was assure more than once it was a nice hotel and just like the one I had booked. We landed in the middle of the night, handed our taxi driver the address that was on our booking which wasn’t even the right place, no mention that there was no reception and the fact we had to get the key from some where else then go back to find another part of the hotel in a strip that no taxi driver could get down, the apartment when we finally arrived was filthy you wouldn’t leave s animal in there, kids were scared, was a apartment block full of Spanish locals who lived here which is a little intimidating when I’m a 30 year woman with two children on my own, I tried to call the number for the apartment more than once with no answer I rang holiday gems to explain and I was told I would hear back after chasing I was told they couldn’t move me but would send a cleaner round!!!! Still no cleaner like that isn’t going to solve any of these problems any way but that was there shocking resolution to my problems so now we are stuck in this dump for another 3 nights worrying sick and sleeping in utter filth”

Helpful Report

Posted 6 years ago

Holiday Gems is rated 4.6 based on 2,795 reviews