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 2,794 Reviews

91 %

of reviewers recommend Holiday Gems

Company Reviews

Questions

Metrics

4.6

Based on 2,794 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

Visit Website

Location:

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

Write Your review

Tell us how Holiday Gems made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Great company no problems booking. great help from Stuart very knowledgeable”

Helpful Report

Posted 2 years ago

“Payment portal problematic as payment did not go through first time. Then I had 3 confirmation emails so I was worried three payments were taken. All good apart from that technical glitch”

Helpful Report

Posted 2 years ago

“Martin contacted me promptly after I booked on line. He was very helpful and made sure the booking details were all correct.”

Helpful Report

Posted 2 years ago

“Booked a holiday and the the price increased by £120”

Helpful Report

Posted 2 years ago

Mr Pugh 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 2 years ago

“Nathan was lovely, very friendly and helpful, nothing was too much trouble for him, he made my booking very enjoyable , would certainly recommend Nathan to my fridnds”

Helpful Report

Posted 2 years ago

“Excellent customer service”

Helpful Report

Posted 2 years ago

“1 star is too much for the rate Please avoid avoid avoid form this Company I was a regular customer with you, if you review your record you see I had previously Holiday with you. But I will never do it again. I had another issue with my previous Holiday and I did not get a lesson. Unfortunately, I did the same mistake to book a holiday with you. 1- your advertised price is not much for what we booked. 2- Your price is much high for the Hotel and package 3- the Holtels you included in your package is rubbish 4- you telling lie not the truth during the booking 5- stealing money”

Helpful Report

Posted 2 years ago

Hello Mrs MUHAMADSALH SAEED, we regret you place such a low review and content about your booking experience, not least since you booked online on our website and selected the hotel yourself. We would expect customers research themselves before booking to ensure a property meets requirements. We only booked the hotel at your request. We have subsequently given you information about amending that if you wish. Turning to the price of the package, you had a choice not to proceed if you did not agree with any price but have in fact been booked at the price you wanted, so this comment is confusing to us. We further deny any lies or that money has been stolen as you claim and would suggest that this comment is removed since it is libellous.

Posted 2 years ago

“The website was easy to use.”

Helpful Report

Posted 2 years ago

“Martin was very efficient and helpful and sorted our booking very promptly.”

Helpful Report

Posted 2 years ago

“Was having problems with the online booking.The customer care team went above and beyond to help. I have booked with them before without any problems.”

Helpful Report

Posted 2 years ago

“Very smooth transaction”

Helpful Report

Posted 2 years ago

“Sameer was excellent at shorting our booking, flights, luggage and upgrade with the resort. Very friendly, helpful and courteous. Highly recommend him and appreciate him dealing with my case.”

Helpful Report

Posted 2 years ago

“Samirwas fantastic in helping us change our booking, answered all our questions and was just really nice to speak to. I will definitely be using holiday gems again to book future packages.”

Helpful Report

Posted 2 years ago

“Excellent from start to finish”

Helpful Report

Posted 2 years ago

“SO EASY TO BOOK HOLIDAYS FOR SOME ONE NOT VERY GOOD ON A COMPUTER”

Helpful Report

Posted 2 years ago

“Friendly, Efficient and helpful.”

Helpful Report

Posted 2 years ago

“Great service, after I had booked 3 rooms, an hour’ afterwards I had a phone call, the man was very helpful and answered my questions, he said he would try and get 3 rooms close together, very easy to book”

Helpful Report

Posted 2 years ago

“Prices competitive and booking process easy to follow. Unfortunately, we belived we had booked 2 flights and rooms, as we were travelling with friends, however the next day they received notification that their booking had not been honoured due to only one room available at the price booked. There was nothing to say only 1 room available at the price, and in fact they could have a room, but £200 more! Ended up flying a day later than us from a different airport! Put a real damper on the holiday... 😞”

Helpful Report

Posted 2 years ago

Ms Woods we are pleased that our process is easy and prices appealing. However, we regret you feel our service regarding the actual booking warrants this review based upon your friends experience. Your bookings were made individually, and our website specifically says if larger groups want to be sure of sufficient availability for any flights/hotels they should call our call centre. This would be the intention for anyone in the circumstances you mention. You would have all ticked independently to accept the terms and conditions and we are sorry this was overlooked. Our website states that you are making an offer to purchase the Package Holiday selected and if it is available at the price it is confirmed. This appears to have been the case for your booking which we are pleased could be the case and whilst we sympathise with the situation encountered for the other party, we have no control over the availability of flights or hotels which are affected by supply and demand. In accordance with out terms where we cannot provide the offer, customers are given the next available supplier price and can chose whether to accept or not. It seems that your friends did and we hope that your holiday together is not marred by this misunderstanding.

Posted 2 years ago

“Really disappointing. No way to check if luggage is included and then find out its an extra £420 on top. Paid my deposit and was given a final balance date in May. I received an email the day after making my booking to say I was late on payment and it all needed paying off immediately! Absolutely shocking.”

Helpful Report

Posted 2 years ago

Mrs Endicott we are sorry to hear this and receive such a low review from you. Our booking terms and conditions that you accepted when making your booking online on our website do state about luggage - ''Optional extras are not included in any of the Package Holidays we advertise or sell (unless otherwise stated). For example, checked baggage, meals, refreshments, extra leg room, priority boarding, pre-allocated seating may need to be added at extra cost at the time of booking or will be payable at the airport or on-board the aircraft. In many cases optional extras will be limited and are at the discretion of the airline concerned. Please enquire at the time of booking for details of optional extras.'' We are therefore similarly disappointed that you did not make enquiry before proceeding to book. Turning to the balance payment, these are system generated and of course can be incorrect or erroneous therefore we would have expected that you contact our customer service team to query any discrepancy so it could be looked into for you. We do not see that this occurred so we had no opportunity to address and resolve it perhaps differently.

Posted 2 years ago

“Great company to deal with.”

Helpful Report

Posted 2 years ago

Holiday Gems is rated 4.6 based on 2,794 reviews