Name: Holiday Gems
Rating: 4.53

“This holiday was a complete scam. We bought a 4 star all inclusive with a family room. What we got was a 2 star hostel with 4 single beds pushed together that were broken and an all inclusive package where you don’t even get bottled water. Made a complaint with in hours but still not resolved. This holiday was mis sold to me as the description wasn’t accurate.”

Helpful Report

Posted 1 year ago

Katie we are sorry to hear about your experience but it is not correct that we have refused to help. We did interact in the matter and will address your formal complaint including the refund that has been agreed.

Posted 1 year ago

“We booked our holiday online paid by credit card full amount, then next day they phoned me and told me there were no rooms available at that price and said it would be another £160 more for the same holiday even tho we agreed this holiday only at the price we were asked to pay the day before! We ended up agreeing to same holiday without the Breakfast and had to pay them extra money as well! We are so annoyed that they can do this! When we were booking it should have told us at the time there were no more rooms available at this price so that we could look somewhere else! Your company should have sorted it out for the price we had already paid because that is what was agreed to and paid for, it wasn’t our fault! I think this is a rip off site, we haven’t had a holiday in 6 years and was looking forward to this holiday but puts a dampers on things when someone try’s to do this to you!”

Helpful Report

Posted 1 year ago

MR AGHAJANIAN, we are sorry that this is not entirely factual. You made your booking online and agreed to the terms of making that request for the holiday. These state; By clicking to request a Package Holiday and entering your personal and payment details on www.holidaygems.co.uk (the “Website”), you are making an offer to purchase the Package Holiday selected, if it is available. When we receive this offer, we will contact the supplier(s) of the Package Holiday concerned. Each supplier will require a short period of time to check to see if your chosen Package Holiday is still available at the price quoted. We will not take any payment from you at this stage. You were offered a choice of how to proceed when the original package was not available and decided yourself to book the alternative. At this point payment was taken. We do refute that our site is intended to rip customers off since this is far from the truth. We regret that you did not appreciate the process when booking online but hope that you enjoy your holiday in due course.

Posted 1 year ago

“BANDITS! Booked a holiday on line. Requested a twin room in comments and now have had to pay over £90 extra. Requested booking to remain the same and they said price booked had increased. However price on line still the same. Got screen shots stating this. I’m on a cruise at present so my cousin has dealt with this. Negative review to follow on Trust Pilot and complaint to follow. Hope hotel is there when I turn up on the 30th. Don’t use this company.”

Helpful Report

Posted 1 year 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

Posted 1 year ago

“Very poor. After making my booking & adding extras such as seats on the plane & luggage allowance none was on my confirmation even though I’d paid. I then had to go onto my flight booking & pay again for seats & baggage. Emailed holiday gems numerous times but was ignored.”

Helpful Report

Posted 1 year ago

We regret that our service did not meet your expectations. Please email our customer care team who will address any issues raised.

Posted 1 year ago

“Very rude customer service representatives (Michael the manager & Nicki) no empathy at all from them, if anything they added extra stress to the booking. They showed no care at all and basically showed they were too busy to sort out our issue that the company had made because they had other customers to deal with. Absolutely disgusting service from them. Would never book again from this company. We were offered one price but billed for a higher price then bombarded with emails to pay the outstanding balance.”

Helpful Report

Posted 1 year ago

Thank you for your review. We note that this was addressed immediately by our customer care team and any issues were resolved including the costing issue which was, as explained, due to a system error. We are sure that you will have a great holiday.

Posted 1 year ago

“Awful - changed the price that I booked online, saying it was no longer available at that price, didn't add my paid for bag to my booking, don't have any phone customer service support.”

Helpful Report

Posted 1 year ago

Thank you for your review. As per the advice on our website, the costs may change rapidly and rarely between submission and confirmation. If we are unable to honour the costs e will contact you with alternative options or price increases. It is then up to you to accept the alternatives or not. The booking was confirmed on your acceptance and the baggage was added as requested. Our customer service team addressed all issues. As you departed today, we do trust that you will have a wonderful holiday.

Posted 1 year ago

“Absolutely awful service, quick to take money but awful at relying to emails answering calls and even responding to complaints.”

Helpful Report

Posted 1 year ago

We do regret that our service has not met your expectations. If you are emailing the sales agent, please note that our agents work on a rota system and the correspondence may not yet have been accessed due to days off. Please email customerservices@holidaygems.co.uk and our after-sales team will do all possible to resolve any issues raised.

Posted 1 year ago

“Would never use them again! My flights were changed without me knowing, then they kept making mistakes with my transfer pick-up times, I called them 4 times to tell them it was incorrect. In the end I called the transfer suppliers directly to sort it out!”

Helpful Report

Posted 1 year ago

We have requested a call back from our customer service team as we are unable to investigate and address the issue in this format. We apologise if our service did not meet your expectations in this instance.

Posted 1 year ago

“Rubbish do not book with them they didnt want to cancel my holiday after 1 hour total RIP off”

Helpful Report

Posted 1 year ago

According to our records, the booking was booked online on 23 July and the cancellation was received on 25 July. Unfortunately, non-refundable costs have already been made on your behalf and these must be covered in the event of cancellation. We will always do all possible to mitigate any losses but are subject to our terms and conditions to which you agreed when submitting your booking.

Posted 1 year ago

“the worst office in which I bought a vacation The agent called me on the first day as long as he did not pick him up and then he can not be called no one answers nor replies to the e-mail no travel documents have been sent, it is not written, he has no access to your reservation 1 day before the trip ń8comu I do not recommend this office”

Helpful Report

Posted 1 year ago

Our after sales staff have endeavoured to reach you by telephone but unable to resolve the issue. All travel documents are sent to the email address in the booking and we can find no issue with the process. Please check your spam/junk folder for any filters.

Posted 1 year ago

“I book my holiday online Sunday evening & paid in full , I never received confirmation but I did receive a phone call the next day explaining to me that I couldn’t have it at the price I was offered so had to pay an xtra £65 which I did pay as I didn’t want any hassle , i then received another call 10 minutes later to say the flights had gone up £70 per person so would need to pay 140 which I refused, I was then told I would have to go on an earlier flight of 7am which I told them I didn’t want otherwise I would just cancel my holiday , the guy seemed annoyed with me but told me ‘I’ll sort it ‘ I then received confirmation of my holiday within minutes. My 5 night holiday was correct but my return flight was booked for Friday instead of the Wednesday which I had already paid for, I made a phone call to let them know what had happened and was told someone would call me back which they never did .the next morning I received an email saying I owed £85 so I rang first thing in the morning when they was open and a lovely lady called Debbie rectified my holiday for me , she was an absolute god send .”

Helpful Report

Posted 1 year ago

Wed sincerely apologise if our service did not meet your expectations but we do thank you for your positive comments regarding our customer care agent, which we will, of course, pass on.

Posted 1 year ago

“Worst company for being able to contact. Phones never answered and the documents are not able to download.”

Helpful Report

Posted 1 year ago

We note that our staff have been in contact and advised that your screenshots show that you have been emailing a no-reply address hence why you have had no response. Our phone lines have been operational and we are unsure why you have had difficulty. Your ticket documents were sent out 07/06/22 (the day of booking) at 15.23 and have been resent by our Customer Service team. Please check your spam folder for any ffilters

Posted 1 year ago

“Paid for holiday quotes online, had to pay a further £220 for flights, 2 weeks later price still Incorrect on website, changed but still around the same price as what I paid before I had to pay more. You lure people in to purchase by putting fake prices on your website, this must be illegal”

Helpful Report

Posted 1 year 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. We do endeavour to make the process as transparent as possible and regret that you have found otherwise.

Posted 1 year ago

“It is a horrible experience to book holidays with HolidayGems. After you book and pay on the website you get a call the next day to find out that you have to pay an additional charge for language and that there is a surcharge that they can not explain per person too. Everything is not explained on the website at all and such practice is as well against the law in the UK. We would not be using them again after experiencing being in 5 star resort in Turkey which runs an as well a money-saving concept. So many basic things you should simply expect for a 5 star holiday were not included in the amount you paid. And most miss leading the holiday was sold and advertised on the website as ULTRA ALL INCLUSIVE. But you paid for WiFI, No Mini Bar just cheap water bottles in the room. Cantine food no 5-star food. Air-Con had to be repaired 2 times, sower had to be repaired 2 times. Because the rooms that Holiday Gems is booking are outdated and have not been upgraded years ago. Never seen such a greedy resort. And we make holidays in Turkey every year. Been suing Holiday gems for the first and surely last time. We do NOT recommend using them at all.”

Helpful Report

Posted 1 year 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. This is an acceptable and widespread legal practice. Our hotel confirmations are based on the information received from the supplier and booked in good faith. All-inclusive inclusions can change and are at the discretion of the hotel. The inclusions do not have to include specific services. We would recommend that you use the complaints procedure available to address any issues you may have as it is impossible to resolve them in this format.

Posted 1 year ago

“2 hours after I made my booking with them I had a text to say call them. After 5 or six ' sorry he's on the other line responses I finally got through to the guy in question. He said the holiday I booked wasn't available any longer because they couldn't get it for the price they advertised it for. They wanted me to pay another £132 to secure the holiday I paid for. When I eventually agreed to meet them halfway they sent me my booking confirmation without any transfers that I requested. I think they just knocked my transfers off as it was equivalent to the £66 I had negotiated back off the increase. Now cannot get through to customer service to confirm if any transfers are included or not. They have not responded to my email query from 3 days ago yet.”

Helpful Report

Posted 1 year ago

This is an online order and no payment is taken at the time of submission, only a pre-authorisation is held pending confirmation. Due to rapid changes in availability and/or costs from the suppliers, should we not be able to honour the booking we will contact you to offer options which are up to you to accept or decline. We do thank you for proceeding with the booking. That said, you did not request transfers online and this is shown on the order summary emailed to you immediately on submission of the order. The transfers were never discussed during the sales call and we must therefore refute the claims made in the review. We note that you were contacted and given quotes for the transfers on 25 May 22. Please check your spam/junk folder for any filters.

Posted 1 year ago

“They've taken 2 lots of money from my account and now I can't make contact the owe me £1074 plus an over charge for a room that's now longer available of £84”

Helpful Report

Posted 1 year ago

We must refute the contents of the review. Despite being advised to the contrary by our customer care team, you submitted 2 online orders which created an issue but due to the block on the card only one payment was completed. Please contact our customer service team for any clarification or with proof of the stated duplicate payment so that the matter may be addressed accordingly. Thank you for your co-operation

Posted 1 year ago

“The experience has been poor. I am waiting on a call back from a Manager, its day two and i am still waiting.”

Helpful Report

Posted 1 year ago

We note that you have received a call back from our supervisor regarding the issues raised.

Posted 1 year ago

“Very poor service, price paid wasn't the true price also didn't have an option to add luggage so paid another £200 for that. Will never use again.”

Helpful Report

Posted 1 year 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. Baggage is an optional extra and the charges are a matter over which we have no control.

Posted 1 year ago

“Bad customer service”

Helpful Report

Posted 1 year ago

We do regret that our service has not met your expectations. We note that our after sales supervisor has been in contact regarding the issues raised and the cancellations fees explained in full.

Posted 1 year ago

“Very poor service. Starts with online pricing not being correct and receiving a phone call requesting further £75. The travel documents were had the wrong flight details and they then overcharged £100. One week later still not received the refund. Avoid.”

Helpful Report

Posted 1 year 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. We note that the refund has been processed to the card account originally used. Please contact your bank in this regard.

Posted 1 year ago


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

Holiday Gems Reviews