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 2,788 Reviews

91 %

of reviewers recommend Holiday Gems

Company Reviews

Questions

Metrics

4.6

Based on 2,788 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Good service”

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Posted 2 years ago

“The score is based on my online booking, based on the staff it would have been a 5/5. I booked online Friday night but I booked the wrong flight, I tried to call straight away but you were closed, I emailed immediately but by the time you opened the following day, the flights had been confirmed. I did speak to customer services and they tried to rebook the flight I needed but the cost was an extra £170.06 which I simply cannot afford. Had I booked over the phone, as I have done in the past, all the information would have been confirmed back to me at each point and this would not have happened. I'd have the flights I wanted at no extra cost.”

Helpful Report

Posted 2 years ago

Mrs Welch we are sorry you booked incorrectly and that you did not appreciate how the online order system operates which is clearly advised in the terms you accepted. The email sent from the system did confirm 'your reservation is now complete' as elements including the flights were booked so charges to amend would apply. Our website is available 24/7 to allow booking at any time for convenience but in doing so the responsibility for any information submitted or accepted is with our customers.

Posted 2 years ago

“Customer service isn’t the best ( if anything ) really hard to talk to someone, the number you get given is a premium number , and they leave you hanging on the telephone ( on purpose )”

Helpful Report

Posted 2 years ago

Peter we are disappointed to hear this and will ask for our customer service team to pass us comments about this so we may respond accurately to this review.

Posted 2 years ago

Peter we understand you have now been contacted and the situation clarified including that you were using an old telephone number for contact to us. We no longer have premium numbers and our calls are charged at local rates (depending on provider). We trust this now satisfies for you.

Posted 2 years ago

“Just booked yesterday and all seems great . I had a query while at work and was on hold and diddnt have time to wait . I rang back later and promptly sorted out my query . Then a little later got a call back saying they missed my call . This has never happened ever before so up to now they are looking like my new go to holiday company”

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Posted 2 years ago

“Very prompt. Sent emails and called straight back once I had entered payment details to say had gone through and sent me my next steps”

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Posted 2 years ago

“Only at booking stage and first property was unavailable......alternative actively sourced and proposed.....great service.”

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Posted 2 years ago

“Picked up my holiday and paid for it, only to be phoned the next day by holiday gems and asked for another £70 as the price of the jet2 flight had gone up. I priced up the holiday again to find it had only gone up £20 BUT!!!! It would be full board instead of half board. I phoned Holiday gems only to be told ,they had the live price and it would be £70 more but they could give me full board. I don't think I would use them again.”

Helpful Report

Posted 2 years ago

Mrs Luke 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 amended arrangements 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

“Excellent experience and customer service I highly recommend”

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Posted 2 years ago

“Very helpful on the phone, quick efficient service”

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Posted 2 years ago

“Bought a package online to be told next day the flight sold out. So we lost a day and made to pay extra to rebook another. Not good enough.”

Helpful Report

Posted 2 years ago

Mr Abraham you were not made to pay anything to us, you did so voluntarily however 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 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

“Top service polite and efficient!”

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Posted 2 years ago

“Booking was very easy. Everything went extremely smoothly. Would be more than happy to use again.”

Helpful Report

Posted 2 years ago

“Easy to book online said it could take up to 72hrs to confirm took one hour great prices 👍”

Helpful Report

Posted 2 years ago

“I was disappointed to find out our hotel room was no longer available. When booking online one would expect the holiday that was booked would be available. However, the company was quick to respond to alert us to this situation. Samer ,who was dealing with it , tried his best to accommodate by offering us another accommodation. But they were not suitable and I was happy to cancel . Samer managed to find us a room in the same hotel , I don’t know how. With the help of managers we are now booked in the same hotel for no extra cost .”

Helpful Report

Posted 2 years ago

Hello Maureen, 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. This as you mention was a valid option for you, but in the end you decided to proceed when our consultant made a gesture towards the costs from a different supplier that were higher 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

“Seam like a professional outfit being able to source a room for us. Thankyou”

Helpful Report

Posted 2 years ago

“Same was very helpful, did a fantastic job 👏”

Helpful Report

Posted 2 years ago

“Very good website quick response to booking”

Helpful Report

Posted 2 years ago

“Unhappy that the price on screen was not the price I paid. Apparently prices had gone up in 2 hrs and was called to be advised. Will not use again”

Helpful Report

Posted 2 years ago

Hello Mrs Thorpe 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

“Everything seems to be booked and on track as per the advertised price. Don’t let an ambitious sales person hike the price.”

Helpful Report

Posted 2 years ago

Hello Nigel, thank you for your review. Our sales consultants only offer the price they can achieve from suppliers which may have been higher than the original order. It sounds like you were given a gesture of goodwill in honouring the original price despite costs increasing.

Posted 2 years ago

Holiday Gems is rated 4.6 based on 2,788 reviews