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 2,785 Reviews

91 %

of reviewers recommend Holiday Gems

Company Reviews

Questions

Metrics

4.6

Based on 2,785 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

“I phone back to request my Ryanair email address I need to check in and he couldn’t have been less interested and unhelpful if he tried he then gave me an email address which I thought was wrong and told him that but he said it was the right one and then hung up and of course it was the wrong email he provided me so I’m now trying to phone customer services and have been on hold for 30 mins so far No way would I use your company in the future or recommend yourselves if this is the way I’m treated A Maclean”

Helpful Report

Posted 2 years ago

Alistair we are sorry to hear this and will ask for internal investigation.

Posted 2 years ago

“Taken my money and I had no confirmation until I rang on the evening of the morning I was due to check in. No response to a desperate email I sent for them to confirm ASAP so I know if my booking is secure but still no reposnse. I had to book and alternative accommodation elsewhere at twice the price because it was so last minute and they are refusing to take any responsibility for their lack of communication and not refunding my money back.”

Helpful Report

Posted 2 years ago

Mr Patel in accordance with the terms of your booking, money was taken as the arrangements were confirmed and this would be evident to you from your bank. We regret you did not contact us until the day of check in to clarify if you were not in receipt of confirmation which would have avoided the need to book an alternative. Since your booking with us was confirmed, there are non refundable charges we are liable for and again in accordance with the terms, we must retain the money you paid to cover them.

Posted 2 years ago

“I was appalled to be charged an additional £76 the day after I had booked & paid for the holiday! I was very unhappy with the whole experience. The price was obviously deliberately pitched low to pull in customers and to then slap additional charges on top of the amount already paid was very misleading. And the salesman told me this was the last room in the hotel but when I checked the next day Loveholidays AND On the Beach were advertising the same holiday in the same hotel for a LOWER price. He also told me that Loveholidays & OntheBeach have the same practice & the holidays have additional payments. This is not true. I have booked a holiday to Crete in May with Loveholidays & paid exactly the same price as was quoted. No increase in price. And booked Benidorm in April with On the Beach and also paid the same price with no additional charge AND also received free airport lounge passes. I am very disappointed with Holiday Gems.”

Helpful Report

Posted 2 years ago

Janet we regret to hear this especially since you ticked to accept the terms and conditions of the website and how it operates. The price on the website is clarified as an offer to purchase the Package Holiday selected, if it is available. If the arrangements are not available because other customers have taken advantage and the lower price offer is exhausted, you are informed of the next supplier price. The prices offered on our website will fluctuate due to supply and demand which we cannot control and if suppliers chose to promote a limited number at a lower price, once they are gone, we can only give the next price. The number of rooms available to our supplier may not be the same as allocated to another tour operator which is why you found availability elsewhere. We are sorry you were not one of the fortunate customers on this occasion but can assure you that many were.

Posted 2 years ago

“Unfortunately I booked my holiday then an error page came up I waited and the holiday went though not to the wrong hotel in the wrong resort. I contacted them straight away and they want another £200 to change the booking I’m fuming”

Helpful Report

Posted 2 years ago

Miss Fyldes we are sorry for the situation you found yourself in but it was the case that unfortunately, once you accept the terms and conditions on our website, we confirm the booking on your behalf with the details entered and this can take up to 72hrs to complete. An email with summary of your order was sent immediately despite any error you mention showed so you will have been aware. We did request the amend you wanted however as the hotel supplier had already confirmed your booking this was not possible to change without costs.

Posted 2 years ago

“Absolute nightmare from the beginning of the booking, 8 phone calls to correct booking person who input wrong flight details on the wrong dates, once corrected had to call back as she had booked transfers before I had even left the UK and she would not accept it was wrong and still is so they won't turn up when I land, totally unprofessional listening to her child scream on every phone call and she couldn't concentrate on what I was saying although tried to mute in between my speaking to block out child, Price of Holiday different to that advertised, booked on a Ryanair flight on a Sunday and they don't fly from my airport as she mixed up Vueling and Ryanair, Customer service reply was we are human.....PLEASE ANYONE WHO BOOKS CHECK ALL YOUR PAPER WORK AS IT STIPULATES THIS AND AS THE ERRORS ARE MADE BY THE BOOKING CLERK YOU WILL BE LOOKING FOR A BATTLE TO GET IT CORRECTED AND NOT ONE SORRY AFTER ALL THE PHONE CALLS.....NEVER WILL I BOOK OR RECOMMEND THIS COMPANY!!”

Helpful Report

Posted 2 years ago

Debbie we are sorry to hear this and will ask for the teams to look into the content, meanwhile we apologise for the situation.

Posted 2 years ago

“Price changed considerably the next day when Holiday Gems contacted me but it was too late to cancel. We had several parties book with Holiday Gems as the price was really competitive BUT they called us all in the nextyfew day to tell us the hotel had gone up in price by a considerable amount and as the flights had been booked we couldn't cancel. So essentially held hostage to the price rise. Wouldn't use them again under any circumstances, would have been better with a more expensive holiday agency that was honest about their prices. Live and learn I suppose.”

Helpful Report

Posted 2 years ago

Mr Stuart we regret you do not appreciate how the website operates since you ticked to accept the booking terms and conditions. These clearly explain about an offer to purchase the Package Holiday selected, if it is available. If the arrangements are not available because other customers have taken advantage and the lower price offer is exhausted, you are informed of the next supplier price. However, we are happy that you were assisted to enable a holiday to proceed.

Posted 2 years ago

“Booked our holiday for February, but on receipt of our travel documents, I realised that the return flight was 3 days later than we had booked. The hotel still had us checking out on the correct date. It was just the return flight, which was wrong. This was reported to Holiday Gems almost 3 days ago, and nobody has got back to me confirming that this has been corrected.”

Helpful Report

Posted 2 years ago

Liam we are sorry to hear this, our customer service team emails do have an auto reply about timescales in order to manage your expectation for resolution which we presume was overlooked. However, we can see that the matter has now been clarified to you and amended to the correct detail.

Posted 2 years ago

“Terrible!! Cancelled our holiday on Christmas Eve 3 days before we were due to leave!!! Not very helpful in finding alternative hotel so waiting on a refund. We were gutted to have the holiday cancelled with no real reason given. Waiting on a refund but already excuses given that we need to wait for the supplier to refund first - clearly not understood our contract is with them! Would not use or recommend.”

Helpful Report

Posted 2 years ago

Laura we are very sorry to hear this unfortunate set of circumstances and will arrange internal investigation.

Posted 2 years ago

“Frauds! cheaters! I have booked online and after few hours agent called and said the room you have booked is gone and now you have to pay £50 extra for the same room.. i have paid that time but when i go back on website the that room showing the original price which i have booked initially.. so basically CHEAT their customers. PLEASE BEWARE.”

Helpful Report

Posted 2 years ago

Mrs Patel, we respectfully request that you alter your libellous comments. We are sorry you could not take advantage of the lower holiday price due to availability having gone. As advised in our terms and conditions to which you agreed online, in every instance this information is provided by the supplier(s) and is subject to change entirely at their discretion if they wish to introduce further lower prices for the same arrangements once the initial offer is gone . Again per the website terms of use, if the Package Holiday is available but not at the price quoted, we will contact you by telephone or email to give you the option to purchase the Package Holiday at the revised price. You accepted that available option. We do not cheat our customers, you have simply been unlucky not to have the benefit of the lower price at the time you booked.

Posted 2 years ago

“You have some real courage having the audacity to ask me for a review!”

Helpful Report

Posted 2 years ago

Mr Dewan we sympathise that you made an error when booking and there were repercussions that involved costs but you did agree to our terms online when placing your order and they clearly advise commitment to suppliers is immediate. The review request is automated and we are sorry if this has upset you but which appears to be frustration at the stance we have to enforce and can legally do so in accordance with the contract between us accepted by you.

Posted 2 years ago

“I booked my holiday online with Holiday gems after booking with On the bech pying up front for full holiday then getting cancelled next day because they needed 400 pounds more. Whilst waiting for them to get back to me i found Hidden Gems. My original holiday was 2241 pounds, next day after the On te Bech cancelation it was 2670 pounds. So Hidden Gems offered me the same holiday online next day at 2640 pounds. I wasn't completly happy to buy as thought it was a bit expensive but i booked it and thought that was that.Next day the phone call from Hidden Gems, it was costing me another 160 pounds. i just feel that these agents are ripping us off, like the energy companys. I also wont fly with Ryan Air again, as your flights quickly double in price aftrr cases, picking seats etc. Not happy with any of the 3 companys. A hard lesson learned”

Helpful Report

Posted 2 years ago

Mr Cunningham we are very disappointed to see this review since you made your booking online on our website and would have seen the terms and conditions plus how the booking system works. It clearly says you are making an offer to purchase the Package Holiday selected, if it is available. This seems to be the same way that other companies operate. If the arrangements are not available because other customers have taken advantage and the lower price offer is exhausted, you are informed of the next supplier price. We are sorry you also did not realise about the low cost carrier Ryanair and how they operate since you had chosen them for your booking and we would expect customers researched before proceeding to book.

Posted 2 years ago

“No hotel room available it was fully booked, only there for 3 nights ended losing 1 waiting for another hotel”

Helpful Report

Posted 2 years ago

Mark we are sorry to hear this and even more disappointed that you do not seem to have informed us of this at the time to allow us opportunity to assist you. We were unaware of the situation prior to your arrival. None the less, we hope the remainder of your stay was enjoyable.

Posted 2 years ago

“hi not really happy if im honest. I paid my deposit and agreed a price on the holiday only to be called back that evening to say that the price had now increased by £40 as ryan airs costs for that day had increased (when placing my deposit this was not the case). Sale of goods act i believe actually prevents this but as i spent so long looking for a suitable hotel i didnt want to go through looking again. the price should be the price agreed at the time and if holiday gems valued returning custom and recommendations which generates future business they should have swallowed that cost, penny wise pound shy as i wont be re booking”

Helpful Report

Posted 2 years ago

Mr Groves when you booked online you agreed to our terms and conditions which clearly explain that a price is a request for purchase at the amount shown but does require checking for live availability and cost. Where you are unfortunate not to be a customer who can have the arrangements at the price offered, you are given the next price or an option to cancel. We see that you accepted the revised price. We are sorry you did not appreciate how our website operates but the terms do clearly state the facts about proceeding to book.

Posted 2 years ago

“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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 years ago

Holiday Gems is rated 4.6 based on 2,785 reviews