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

“Holiday gems is the only company that I truly Trust to provide me with an amazing holidays. Giving the professional advice Based on the experience With dealing with a customer services, is truly amazing. with destinations that I wouldn't have even thought about The advice that I have received has be the real picture set I my mind. I also recommend Hoilday gems to my family and friends. P.s Samer has been such an amazing help with planning my family holiday this year, I hope to plan more with him. His experience shines from across the phone with excellent knowledge and customer service to makesure everything covered for and amazing experienced holiday,for the hole family to enjoy. 10-10 With attention to detail,by recommended Samer is very experience in his job role and proves excellent customer satisfaction.”

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Posted 2 years ago

“I spoke with Nathan today and felt he went above and beyond to help me amend my holiday which I was told by another agent was not possible. I am extremely happy with the service he provided today and will be recommending friends and family and will come back to book future holidays. Thank you Nathan”

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Posted 2 years ago

“Great service, special thanks to Martin for going above and beyond.”

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Posted 2 years ago

“Easy to book but very disappointed to pay £58 more for the holiday when it was put through by holiday gems. Think they should honour the price charged on your card at time of booking”

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Posted 2 years ago

Hello Sarah, 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

“Happy with there service.”

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Posted 2 years ago

“Due to problems which I won't write down our holiday booked through Holiday Gems was a farce ( pardon my language) from start to finish. NEVER EVER will we book through them in future. Expected MUCH more from them”

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Posted 2 years ago

Mr Cunningham we regret you had such issues with your booked arrangements, our teams did everything to resolve matters as these arose and we apologise for the inconvenience. In the hope that you will reconsider booking with us again the relevant team dealing with your formal complaint will address an aspect of compensation to remedy.

Posted 2 years ago

“Nathan was the most helpful and knowledgeable travel agents I have ever booked with . Highly recommended”

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Posted 2 years ago

“1st time using your service. So far so good. Really efficient as we only booked 12 hrs ago and we have all the necessary documentation”

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Posted 2 years ago

“Very helpfull”

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Posted 2 years ago

“Good customer service”

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Posted 2 years ago

“Contacted Nathan today who was extremely helpful and managed to get our late deal holiday confirmed and booked. Nothing was too much trouble for him, an absoloute credit to the Company”

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Posted 2 years ago

“Nathan was very professional he listened to my requests regarding the hotel room.”

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Posted 2 years ago

“Very nice Holiday”

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Posted 2 years ago

“All ways helpful”

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Posted 2 years ago

“Sammy was very efficient in sorting my accommodation problems out and very knowledgeable”

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Posted 2 years ago

“Easy to book Nathan very professional and listened to my questions extremely helpful Thank you Nathan”

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Posted 2 years ago

“Nathan was brilliant, booked holiday flights had actually already gone, so he said leave it with him to find us new flights, which he has.”

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Posted 2 years ago

“Samer was very efficient and kind when I was booking my holiday . Great service. 😊”

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Posted 2 years ago

“I booked a holiday online but got a call from a travel advisor the following day to say the flight prices had increased (even though money was taken out of my account). Not sure why it took a day to get back to me. I then went back onto the website and the price was still showing at the rate that I booked. The advisor (Dave) I have to say was very good and understanding of the situation, so this rating is aimed at the company and not the advisor. We then spent hours trying to find an alternative hotel and destination, but the cheapest suitable alternative was £1200 more expensive. As this was the mistake of the company I would have expected them to bear some of that cost, but no. I agreed to the more expensive holiday, only to be told that the price had increased for the new accommodation, by approx £40. At this point out of principle, I said you either stick to the price agreed for the new holiday or refund me all my money. Within a few minutes, I got confirmation of the booking, just felt like I was being drained for every penny. In hindsight maybe I should have just asked for a refund, and booked with another site. I have 2 massive family holidays to book next year, one for 12 people and another for 30 people due to their lack of taking responsibility and then squeezing me for more money, I will not be using them.”

Helpful Report

Posted 2 years ago

Hello Mr Mehta we are sorry that your original arrangements increased in price. Our website does advise about the process and timescales for the completion of a booking, but we are pleased that ultimately the agent further discounted the new booking at a Company loss in order to meet the costs expected which we hope is appreciated. We’re sorry you feel we did not meet expectations 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

“Was so helpful.got us all booked in .to what we wanted.quick easy.have email address to get hold of them.if need too.thankyou fo4 your service .”

Helpful Report

Posted 2 years ago

Holiday Gems is rated 4.6 based on 2,788 reviews