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Holiday Gems Reviews

4.5 Rating 2,134 Reviews

89 %

of reviewers recommend Holiday Gems

Company Reviews

4.5

Based on 2,134 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

About Holiday Gems:

HolidayGems.co.uk provides a comprehensive range of travel services, including holidays, flights, hotels and other ancillary services. We also specialise in Late Deal holidays.

Our travel specialists work within our three call centre locations in the North West of England and in addition we also have a network of homeworkers both in the UK and throughout Europe.

All of our holidays are ATOL protected (ATOL 11461) for consumer financial security.

HolidayGems offers an independent and impartial travel service tailored to our customer’s needs. Whether you are planning a trip in the UK or to the other side of the world, our professional travel service will cater for every need.

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Holiday Gems 5 star review on 31st May 2023

Holiday Gems 5 star review on 16th May 2023

Holiday Gems 5 star review on 4th April 2023

Holiday Gems 5 star review on 16th March 2023

Holiday Gems 5 star review on 16th March 2023

Holiday Gems 5 star review on 16th March 2023

Holiday Gems 5 star review on 5th December 2022

15

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“After missing are flight due to an accident alot of people lost their flights,the easy key team where brilliant but holiday gems after contacting them were very abrupt were not helpful at all,are transfir were disgusting firstly being told that we had no transfir die to the bus being full this is after we had paid so we then had to pay again,this is outrageous.we will be emailing to the top manager of holiday gems to claim for the 2 days we lost and the extra money we had to pay again for transfirs”

Posted 1 year ago

We do empathise with the issues raised and on receipt of your call, our staff endeavoured to ensure that your hotel booking was retained and additionally advised that it was impossible due to the supplier regulations that we were unable to amend the transfer. This was a matter over which we had no control. Under the circumstances, any losses would need to be claimed from your travel insurance.

Posted 1 year ago

“I was charged £20 per person on top of the agreed amount, the agent took £30 off but I don’t believe he was doing me any favours but this was what he made out what he was doing. The group I booked with was not charged anymore that the agreed amount. Also after looking at easyJets website I see that this company is changing triple the amount for luggage, shameful! I will not book through you again”

Posted 1 year ago

This appears to be an online order and 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. Thank you for proceeding with the booking. We can find no evidence of inflated baggage costs. Please note that the Easyjet website quotes baggage costs on a one-way basis only and costs increase dependant on the destination. We are sure that if you check this again you will find that the costs quoted are in line with those of the airline.

Posted 1 year ago

“Not off to a great start my transfer didn’t arrive so it cost me 40 euros in a taxi to hotel just hope he arrives to take me back. Hotel was a complete joke old and run down reception completely useless if it hadn’t been for the staff and the pools I would have came home the next day. After the cock up with the transfer from airport to hotel when it didn’t arrive I made sure I rang DT Transfer to make sure the booking was correct I was assured I would be picked up at 06.20 Sunday. Set my alarm for 05.20 so could freshen up and be ready imagine my frustration when reception phoned at 05.00 telling me if I didn’t come straight away the transfer coach was leaving. UNDER NO CIRCUMSTANCES ever use HolidayGems for your holiday. I took this short break for mental health reason I’m feeling worse today travelling back than before I went. Jokers”

Posted 2 years ago

We are most disappointed that the service confirmed was not provided. If you would please email our post-travel complaints team, together with the taxi receipt, they will address the issue on your behalf.

Posted 2 years ago

“Very poor service. I booked and paid in full for a holiday to Greece and then received a call to say that I had to pay a further £80.00 as they had not updated their website. This was their mistake not mine.”

Posted 2 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. Thank you for proceeding with the booking and we are sure that you will have a great holiday.

Posted 2 years ago

“The worst experience i have had with a travel agent. Unresponsive, poorly organised, wrong documents being sent, not getting what we originally booked...paying more for less quality. For a trip that was meant to exciting after 2 years of no holidays with my family, the stress of dealing with Holidaygems made me want to cancel the trip”

Posted 2 years ago

We sincerely apologise if the service did not meet your expectations. If you have any issues please email custmerservices@holidaygems.co.uk who will do all possible to assist in the clarification of any issues.

Posted 2 years ago

“I have booked countless holidays with independent companies but never had such a bad experience as I did with holiday gems! More like holiday nightmare. What type of company lets you book and then you have to wait over 48 hours for confirmation? Countless calls and emails to try and clarify if the booking is going ahead and when you speak to a staff member they say they can’t confirm due to data protection as they didn’t undertake the booking! Never have I heard of this before ? Then when you finally get to speak to the appointed staff member they tell you the price has increased by over £150! Staff were always polite but it’s frustrating to be told sorry I can’t help you ! This definitely isn’t customer service and is simply a means of the company securing your commitment by booking with them and then holding you to ransom as to final figure! Definitely would not recommend this company again whatsoever it’s not a gem it’s a mess”

Posted 2 years ago

We are unsure of the basis of this review. The booking was made on 30th Jan 2022 and booking confirmation was sent on the day of booking. It would appear that due to problems wwith your own email provider you had not received the documents sent on the same day. We changed the email address the next day to another provided by you and all documents were received. This was not an issue with our service but with your email provider. Once an order is received but not yet confirmed, our agents cannot access each others bookings until confirmed. This is for the protection of all parties. We do regret that you feel that the service has not met your expectations.

Posted 2 years ago

“Very let down that it's not shown that there are extra charges after you've booked ie, my holiday was £751 . Then when I recieved my email there was no baggage.This should be stated before you take a person's money for the booking because who books an holiday for a week with no bag. POOR INFORMATION .”

Posted 2 years ago

We sincerely regret any confusion regarding the addition of checked bags. Unfortunately, the airline used has various fare options and not all include checked bags or the option to add them prior to confirmation. However, the service has not been added or charged and our customer service team can add these at the applicable charge. This should not attract any additional admin fees to the costs other than the actual airline fee which would have been charged at the time of confirmation.

Posted 2 years ago

“Promised a call back 5 times no one called. Only wanted to rebook a holiday that was cancelled, disappointed, the only colleague which helped with previous bookings and the only reason why I wanted to book through holiday jems is because of Geraldine.”

Posted 2 years ago

We sincerely apologise in you have not received the promised call backs. We note that you were refunded in full on 27 January 2022. We shall request a call back as soon as possible and thank you for your patience and co-operation.

Posted 2 years ago

“I made, what i thought was a holiday booking? After booking and paying in full, less than 12 hours later i had a missed call asking me to phone them back urgently? I suspected this was holidaygems asking for more money? so i decided to do some research into my rights before calling back... Hidden in their terms and conditions.... You are NOT actually booking a holiday at the price you see displayed on their website? But you are requesting if the company can provide this advertised holiday at the displayed price? Even though i paid in full at the point of booking it turns out its just a provisional price booking? Should you disagree with the, almost guaranteed higher price they come back to you with? You are then liable to pay a £75 "Admin fee" for this company looking to book your holiday?? This really should be CLEARLY stated on each holiday listing at the point of booking NOT buried in complicated terms and conditions! This admin charge! THIS DOES FEEL LIKE YOUR BEING HELD TO AN UNFAIR RANSOM? Either pay the "so called" overnight mysterious price increase? Or be punished with a £75 fine? Anyway! I decided to take a look in to my rights with these circumstances that seemed somewhat unfair as id only booked less than 12 hours ago apparently the price had gone up overnight? To my surprise i read information stating this was legal if various prices had increased dare in this booking period to a maximum allowed amount of no more than 8% If the company ask for above a 8% increase in price you have a right to full refund without any charges added. I also read that if your holiday booking price suddenly goes down in price you also have a legal right to ask for a part refund? I had no idea about this but decided to review the holiday booking price before calling them back to confirm my fears. less than 16 hours later the holiday price on their website had changed (updated live price) But this was showing a total of £6 less than what i paid (last night) So assuming the "REAL" price had been updated by holidaygems since last night? I decided to make the call back to them, Where i was quickly informed, the inbound flight price had crept up in price "since last night" total increase £70? When i had read other customer reviews most of the reviews mentioned this £70+ increase in booking price? Seems odd that almost all of the advertised booking prices are wrong and always more, never less? I stated this in the phone call, & it was explained to me, advertised prices are not always live and can take up to 72 hours to reflect the actual prices?? So i asked if he was able to provide any proof that the flight price had increased by around 6.5% overnight. (Almost to the legal allowed limit of 8%) He couldn’t but repeatedly spoke about live prices and website updating etc etc? So i decided to ask about the change in booking price that was currently being offered? I explained it had come down by £6 in total to book (right now) & asked how it was possible to increase in price by £70 in less than 12 hours of booking but then be reduced by £76 two hours later? He replied this was impossible? I offered to send screenshots of the live price change that i had refreshed several times while speaking with "PAUL" on the phone? At this stage PAUL seemed lost for words? I decided to put him out of his misery & said let’s just agree to keep the price at what i have already paid? Paul instantly replied YES OK! THANK YOU! Then hung up! I sent him and emailing saying i feel a little disappointed at him hanging up on me! & asked when my holiday booking would be confirmed and emailed to me? He quickly rang back, apologised and emailed my booking information. My conclusion of the booking experience.. I do have to question the integrity & honesty of this so called overnight price increase of £70 that came down by £76 a few hours later? With no reasonable answer & the fact that seems to happen with almost all holidaygems bookings? And then there’s the nasty hidden £75 admin charge if you refuse to be held to ransom? When i booking details arrived i closely inspected them for the "£70 flight price increase" I could not find any additional price increase in the booking details for the £70 in question, nor any extras discount applied to cover this increase? Um? Suspicious? Well after by first experience with Holidaygems i am a little apprehensive as to how smoothly my holiday experience will go being my fist booking with Holidaygems.”

Posted 2 years ago

Hi Michael, we are disappointed to hear about this. Our Manager on duty will be taking a look into the points you have raised. We know, due to the demand that has come onto the market, prices are continually fluctuating which may have been the issue here, and over which we have no control, be it with our accommodation or airline provider. However, we will certainly look into this and revert to you privately.

Posted 2 years ago

“Ok been trying to get a receipt of my holiday but not getting no reply”

Posted 2 years ago

We do regret that you have not received the confirmation documents and receipt. According to our records, these have been sent twice and we would ask that you check your spam/junk folder for any filters.

Posted 2 years ago

“not very satisfied”

Posted 2 years ago

If you would please clarify any issues we will request the correct department to address any issues raised. However, we note that the matter has been resolved to your satisfaction

Posted 2 years ago

“Was helped very well before holiday September 2021 ie changing airport which worked out £180 cheaper and would get it back. Been emailing several times for my refund since October 2021.after care from holiday gems very poor”

Posted 2 years ago

Our sincere apologies for any delay in the refund. We have requested an immediate investigation and a response to your correspondence.

Posted 2 years ago

“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”

Posted 2 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 2 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.”

Posted 2 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 2 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”

Posted 2 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 2 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.”

Posted 2 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 2 years ago

“Useless, will never use again”

Posted 2 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 2 years ago

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

Posted 2 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 2 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”

Posted 2 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 2 years ago

“Don know yet only just bought the holiday”

Posted 2 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 2 years ago

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Holiday Gems is rated 4.5 based on 2,134 reviews