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

“Holiday paid for in full, no confirmation sent, following day telephone call telling me holiday was 120 dearer! As soon as I refused to pay it price dropped by 60 quid. Company don't seem to like honouring bookings..... if I could give no stars I would”

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. Our sales manager has endeavoured to contact you to discuss the process but has had no reply. We thank you for proceeding with the booking and are sure that you will have a great holiday.

Posted 3 years ago

“After you book your holiday they take forever to answer the phone, don't resolve your issues I paid for reserved seat's for Ryan Air flight only to find that Ryan Air had no such bookings.”

Helpful Report

Posted 3 years ago

Thank you for your feedback, Stuart. If you have a post-travel issue which incurred any extra costs, please email customerliaison@holidaygems.co.uk together with any receipts and they will endeavour to resolve the issue on your behalf.

Posted 3 years ago

“Disappointed in customer service. Booked as a gift for my partner. When the company rang, my partner answered the phone and they told him it was regarding a holiday I had booked that day- surprise ruined. Told the phone operator I couldn’t speak at that minute. Someone called back the next day and told me the holiday had gone up by £60 each- had no choice but to carry on with booking as partner knows now! Not once did the first person I spoke to on the phone mention that by not speaking to him the holiday wasn’t booked. I don’t understand why it wasn’t booked straight away when I gave my card details to you online. Very disappointed”

Helpful Report

Posted 4 years ago

This appears to be an online order and there are no special requests on the order to indicate that this was a surprise. Whilst we sincerely apologise if the message took that element away from the surprise but our staff could not have known without previous advice. 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. We do trust that despite these issues you will have a wonderful holiday.

Posted 4 years ago

“On arrival at the Blue Sea Costa Bastian it was discovered that my son's rucksack had been left on the coach which contained all our euros and chargers for our mobiles. Numerous phone calls during Saturday and Sunday did not resolve this issue on any of the emergency numbers and on contacting Holiday Gems a very arrogant Manager said it was my problem as he had no responsibility to contact the transfer company. This ruined my short break as a result I will not use Holiday Gems again.”

Helpful Report

Posted 4 years ago

We sincerely regret any issues which impacted on your holiday. Unfortunately, incidents such as these are outside of our remit but we will always do all possible to assist. We can find no record of your call to our offices and would appreciate a formal complaint with a call log to our customer liaison team who will investigate the issue.

Posted 4 years ago

“Useless, will never use again”

Helpful Report

Posted 4 years ago

We apologise if our service did not meet your expectations on this occasion, however as the review has no content we are unable to respond factually. You may contact our customer liaison department should you wish to raise a formal complaint.

Posted 4 years ago

“Took full balance and only suppose to take deposit.”

Helpful Report

Posted 4 years ago

We regret any issues caused. However, we have checked the online booking and the deposit option was not chosen at the time of submission. This was auto booked online and the system debited the payment type as per the instructions received. If you would prefer the deposit option, please email our customer service team who will be able to arrange a refund for you and advise re payment options, going forward

Posted 4 years ago

“I have already left a very positive review regarding my booking experience with FINNG but HolidayGems customer after sales team leaves much to be desired. I rang the HolidayGems after sales team yesterday regarding an a minor issue, only to be told I had to speak to the advisor I booked with. Not very happy, Aftersales team= 👎👎👎👎👎 FINNG=👍👍👍👍👍👍👍 This review is based on my experience with the aftersales team and not FINNG, the booking agent”

Helpful Report

Posted 4 years ago

We are disappointed that we have not met your expectations and that you feel our after sales service has let you down. The matter is being addressed and you will receive a call back as soon as possible

Posted 4 years ago

“Don know yet only just bought the holiday”

Helpful Report

Posted 4 years ago

Thank you for your review, Andrew. However, this initial invitation is for input based on the service received by our staff. The 1* review does impact on our overall rating

Posted 4 years ago

“Booked online and then was told after the initial booking was made that the price had gone up and there was no way of cancelling the booking or I would lose my money!!! Joke!”

Helpful Report

Posted 4 years ago

We do regret that the online system was not clear but was explained by our agent at the time of confirmation. Sudden fluctuations in availability and costs may impact on the final holiday cost when confirmed. Once again we do apologise and trust that despite the issues raised you are enjoying your holiday.

Posted 4 years ago

“I still didn't get my documents”

Helpful Report

Posted 4 years ago

We apologise if you did not receive the documents sent on confirmation. These have been resent and we would ask that you check our spam/junk mail for any filters. If you continue to have issues, please contact our customer service team.

Posted 4 years ago

“My Last minute holiday break didn’t go to plan. I looked for a Reasonably priced All Inclusive deal. I found one, a resort in Tenerife, on Holiday Gems. I booked and paid for a holiday. I received an email confirmation of what I had booked. (Of which I have a copy). I booked the car park and holiday insurance to match the same dates. As it was a last minute I booked on a Monday to Leave on the Wednesday. I was called on the Tuesday and told that the holiday was not available even though I had paid for it. As I was at work it was difficult to know what to do as my holiday was to start the following day. I was given some choices if I could change my holiday dates? Which I could not. So I was given another choice that I could go 2 alternative hotels, neither of which I could check , but I would have to wait another day to start the holiday but would end it on the original day I had booked. The hotel I was booked into was in fact was one that I had ignored when originally looking at. The hotel was a hotel not a resort. The resort hotel I booked offered free WIFi in the hotel room. The hotel I was booked into charged an extra €5 for one day or €15 for the week. So I had paid for a 7 night all inclusive holiday with free WiFi plus 9 days car parking and insurance. After the the change I still paid for 7 nights but only got 6 nights, paid for 9 days car park but only got 8 days, paid for 9 days insurance of which I only needed 8 days. I was not offered any compensation. Just have a good holiday. It was Holiday Gems website that took my money for a holiday that didn’t exist!! One good point to mention was that staff in the Majec hotel were very nice.”

Helpful Report

Posted 4 years ago

We are most disappointed that you have had cause to complain. 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. We thank you for proceeding with the booking on acceptance of the alternatives offered and regret that the process was not as expected. We do hope that despite the issue raised you were able to enjoy your holiday.

Posted 4 years ago

“Worst experience , took our money and three lots of travel documents and all wrong ,we are still waiting for Paul from holiday gem to send use the correct documents with correct transfer dates and times and correct dates and times with flights , cross fingers , I’ve written to customer service now hopeful they will take charge”

Helpful Report

Posted 4 years ago

We sincerely apologise for any issues not resolved. We have requested that urgent attention is given by our Customer Service team. Please allow them time to investigate the issue.

Posted 4 years ago

We believe that this matter has been addressed and you have received a callback from our sales manager

Posted 4 years ago

“Got to lazorote airport 2 be told you had cancelled are transfer 2 resort tried 2 contact u for at least 30mins no answer my wife then had a panic attack thinking we were going 2 be stuck at airport and even no hotel we had 2 pay 4 transfer again we are now home and still trying 2 contact u with no answer again i do hope i get my money back 4 transfers i had 2 pay twice for plus all the calls i have had 2 do the stress that went with it aswell awful by holiday gems”

Holiday Gems 1 star review on 29th September 2021

Helpful Report

Posted 4 years ago

“I paid for 4 people to go to turkey on the 12th of october..when I paid the money came out of my bank..only the next day to be called and asked for another £56 as the online price apparently was NOT UP TO DATE!! So i agreed and £100 extra was taken out of my account..i rang and was assured i would get the £44 refunded within 5 working days !!!!!!! It's funny how other brokers like love holidays dont run there buisness like this....I'm very disappointed and cant see myself using holliday gems again...what sort of company runs like this ????”

Helpful Report

Posted 4 years ago

“still waiting for you to address my complaint”

Helpful Report

Posted 4 years ago

We are disappointed that you have not had a response to any complaint. However, our complaints team do not appear to have received a complaint. We have asked for investigation by the relevant team and our complaints department will respond privately.

Posted 4 years ago

“Booked a holiday for two weeks , received an email saying they was changing my hotel because the one I booked was closing for refurbishment , said I didn’t want to stay at the hotel they said they were moving me too , asked for refund they basically told me if I don’t accept the offer they would keep my deposit and not refund me”

Helpful Report

Posted 4 years ago

We welcome you to our Company and hope that we will be able to help you plan many more holidays in the future. Thank you for taking the time to post your positive feedback. It is always appreciated.

Posted 4 years ago

“I wouldn't recommend this company, the price you buy the holiday for isn't the price you end up paying but you are in stuck in the transaction. We paid £50 extra for transfers and £25 for seat reservations. Both these were 'taken off me' I was told it will be easier to get a taxi as you'll have to wait about an hour for the transfer bus and my seats reservations aren't necessary. We never got the £75 back they just held onto it and said the prices have gone up due to demand. What other sort of company could just take extra money from you without a proper explanation. If I knew the holiday was going to be an extra £75 I'd have gone with another company. Don't be fooled by them always standing out as the cheepest as they diddle you big time. Never again”

Helpful Report

Posted 4 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 options. A pre-authorisation only is held, and released immediately if no booking is confirmed. We thank you for choosing to proceed with the booking in the knowledge that, to maintain the online costs, seat requests and transfers were not booked. Our sales management are aware of the issues raised and will be in contact once the matter in investigated.

Posted 4 years ago

“Booked a family all inclusive holiday . Was told by holiday gems that even though jet 2 were showing none of us could sit together they assured me jet 2 save seats together for families . Not the case . They put us all in random seats not near each other . When I complained to say there’s no way my 6 year older and 9 year old can sit alone they told me to ring jet 2 direct . I did that and was told nothing I could do even though holiday gems told me their policy was to sit children underage with at least 1 parent . This has resulted in me having to book more flights at a cost of 600 and they wouldn’t reimburse my original flight money . Very poor service .”

Helpful Report

Posted 4 years ago

We are most disappointed that you believe the service given has not met your expectations. It is a legal requirement that children under 12 are seated with an adult and we note that in fact the seats are allocated on Jet2. We can find no change to the flights originally booked and note that you have checked in. Please can you email customerliaison@holidaygems.co.uk with all supporting documents so that we may investigate the issues raised.

Posted 4 years ago

“Worst holiday ever never book with Holiday Gems again our transfers never happened miss informed and had to change to another hotel.”

Helpful Report

Posted 4 years ago

We are disappointed in the feedback. To address the issue we would require a formal complaint with all supporting documents to customerliaison@holidaygems.co.uk so that we can investigate the issue with all parties.

Posted 4 years ago

“Terrible service, have been emailing them since 6.8.21, no response, tried calling them many times, no answer, phone just going on recorded message to hold, held on for 1 hour. Need to talk about restrictions on destination as website giving different statements to what was discussed by holiday gems, spoke to someone briefly on Friday, still awaiting call back. Very disappointed as worrying about this holiday, called ehiad no reservation has been made in my name!”

Helpful Report

Posted 4 years ago

We are disappointed that you have cause to complain. We do believe that the matter has been addressed with a positive outcome. We are sure that you will have a great holiday now that any issues have been resolved.

Posted 4 years ago

Holiday Gems is rated 4.6 based on 2,795 reviews