Name: Holiday Gems
Rating: 4.53

“I have booked with holiday gems on quite a few occasions now and always had very good service at a competitive price, I have just booked again to travel to Turkey in September, unfortunately I booked thevwrong flight outbound from Manchester, the same airline has a flight on the same day but was told it would cost an entra £50 each passenger to ammend, same holiday, same airline but to travel 4 hours earlier an extra £200 , administration charges . Feeling a bit disgruntled”

Helpful Report

Posted 1 year ago

Unfortunately, the holiday was booked online and based on the flights chosen. Any flight will become liable for change fees immediately on confirmation and this is a matter over which we have no control. Whilst we empathise with the issue we are unable to make any offers in this regard. We do hope that you will still be able to have an amazing holiday.

Posted 1 year ago

“Unfortunately HolidayGems the 5* rating i was going to award you with went down the toilet when i lost a days all inclusive due to your booking method. My wife & i booked to fly late on Sunday 15/05/22 so obviously we didn't arrive at our accommodation until 5am on the 16/05/22.On arrival at our hotel we went to check in & the desk gentleman couldn't find our reservation as HolidayGems had given information that i was from Dubai & had an address to that effect ! He pointed out to us that we were a day late & should have been there on the 15/05/22;i explained to his dismay & ours too that we flew late on that date & our booking should obviously begin from the 16th. Once we got that matter understood we finally checked into our room. On the day of our departure we had to leave our room at 11am(standard procedure i know),however at that point they wanted to cut our all inclusive bands & end everything then & there! We pointed out that we had only received 5 full days AI & that mornings breakfast but had paid for 6 full days AI. YOU as the holiday booking company need to sort this kind of problem,just because a flight leaves late at night it obviously doesn't mean your hotel booking will start on the same day!”

Helpful Report

Posted 1 year ago

Thank you for your comments, Mr Fawcett. We do not contract directly with the hotel and the address received by the hotel was that of the suppliers head office. It is most surprising that the hotel, which has many thousands of bookings made in the same way from many agents would find this peculiar on your booking. When a flight arrives in resort in the very early hours of the morning, the accommodation is always booked for the night before to ensure that you are able to access the room immediately and have access to all facilities. . If the room had been booked from the day of arrival you would have had to wait until 1400-1500 for check in with no access to any facilities, meals or drinks. Not a ideail situation after a long flight. This is also a process of which the hotel is aware. Whilst we appreciate that the process may have been confusing to you, we can assure you that the booking is made to ensure your comfort from arrival and not some 9-10 hours later. Check out time is applied worldwide and to avoid any inconvenience you can request a late check out which is granted at the hotel's convenience and on availability. We do hope that, despite the issue raised, you were able to have a great holiday

Posted 1 year ago

“Easy to use website, great prices and a wide variety of accommodation to choose from. The communication has so far been excellent and would definitely use HolidayGems again. All documents recieved within 24 hours. Very impressed.”

Helpful Report

Posted 1 year ago

Thank you for your excellent review but we are somewhat concerned that you only allocated 2 stars. Please may we ask that you rate this according to your comments which are appreciated

Posted 1 year ago

“I thought I had done well finding the combination of my preferred room type at my desired hotel together with convenient flights via HolidayGems, as I couldn’t find this via more mainstream holiday companies. I was happy to pay around £200 extra to achieve this combination. What I didn’t realise was that it wasn’t a straight comparison as only a tiny cabin bag (40x39x20cm) was included, as opposed to a 23kg hold bag via Jet2 or similar on EasyJet holidays, and also transfers from and to the airport were not included either. Adding extra baggage (not as much as other companies provide) and transfers will add a further £220 to the total holiday cost. Don’t make the same mistake I did.”

Helpful Report

Posted 1 year ago

We do endeavour to make the process as simple as possible and bags and transfers are offered online as optional extras. The summary received immediately after submission of the online order would have shown any optional extras if chosen. We do regret that the addition of these extras incurred costs over which we have no control.

Posted 1 year ago

“Wasn’t told about a £200 euro deposit for hotel , not over the phone or on any paper work sent , also told no transfer was possible , asked if there was any alternative was told no . Not happy , will not be recommending you or will I ever use you again”

Helpful Report

Posted 1 year ago

Unfortunately, it is not possible to make a transfer booking less than 3 days prior to departure and as your booking was made within 24 hours we could not confirm this service for you. We do apologise if the deposit details were not advised at the time of booking although it is our understanding that this payment is not taken but pre-authorised only and only debited if necessary on departure. We do hope that despite the issue raised you were able to enjoy your holiday.

Posted 1 year ago

“Couldn’t book any luggage at the time. Was promised a call back from Nathan & am still waiting. Have phoned to speak to him or book a case on 2 occasions & only he can book my case & he’s not been available or in!”

Helpful Report

Posted 2 years ago

“End Price higher than booked. I have booked holiday and 15 minutes later I received a phone call with information that roms with the provider I booked with have run out and I had to pay extra £120 and go ahead with different provider. I ould not cancel the booking without paying flight cost. I would not be suspicious if not noticed that the hotel is still sold on the web for the original price! I am really concerned of I can trust Holiday Gems at all!”

Helpful Report

Posted 2 years 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. Due to the rapidly changing availability and costs, the website can experience a delay in receiving the information from our suppliers/airlines. We thank you for proceeding with the booking and know that you will have an excellent holiday.

Posted 2 years ago

“Hotel supposed to be all inclusive and it wasn’t at all, food was awful and paid €10 deposit for a towel which they then refused to give me back because I wasn’t given any proof of paying .. not really holiday gems fault but would never stay here again, holiday gems should state the all inclusive terms because this was not all inclusive!”

Helpful Report

Posted 2 years ago

We do regret that the hotel did not meet your expectations. We do endeavour to be as transparent and informative as possible with the information given to us by our supplier(s). We note that the resort booked is subject to local Government restrictions on the alcohol that can be included in an all-inclusive package. This is an endeavour to stop anti-social behaviour caused by excessive drinking. However, all other inclusions remain unchanged with unrestricted non-alcoholic drinks. However, the information shown on our own website does state - "Details, including times and benefits, may be subject to change. Charges may be applied for dining at some restaurants, special dinners and dishes, some beverages, and other amenities. You will be provided with full details of the all-inclusive programme on arrival at the hotel." We do trust that despite the issue raised you were able to enjoy your holiday.

Posted 2 years ago

“Not nice won’t go back very disappointed very cold massive hotel I would not advice any one I no to come, it’s not a five star, some Areas smell like toilets blocked”

Helpful Report

Posted 2 years ago

“After paying for the package holiday to Spain, I have been called with news that they haven't got advertised accomodation at paid price, but can get the same room from another supplier, of course more expensive. As we have already made plans for this trip, we had no choice but to shell out over 100 pounds more. Not going to use them again”

Helpful Report

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. You will appreciate that due to the number of people accessing the same availability this will change rapidly and without notice, especially with such a late booking. Our agents will do all possible to honour not only the requirements but the costs. If this is not possible you willl be given options including cancellation of the order without costs. We are sure that you will have a great holiday !

Posted 2 years ago

“The deal I picked said flights included, only to find when I bought it, that it didn't. So always speak to them first as I could even tell you the details of the flights that were includes and yet they were adament it wasn't and there was no way of checking the offer that was on the website. Bit suspect if you ask me. However as friendly as the staff was, I didn't get a good deal for flights and ended up having to sort it myself (and got a better deal that way) I was redirected to lots of different people who couldn't help. After all that, the hotel ended up being a big disappointment. I was not impressed.”

Helpful Report

Posted 2 years ago

Our website does not permit the inclusion of flights unless specifically chosen. we have two tabs - one whih does give the option for flights and one for accommodation only. According to our records no flights were requested and a summary of an accommodation only booking was sent immediately on submission. We regret any misunderstanding of the process and that the hotel did not meet your expectations.

Posted 2 years ago

“The holiday advertised was not a live price so I was contacted after purchasing the holiday and asked for more money as the flights were more than what I was told when I bought the holiday . This was not made obvious on the website and the person I spoke to on the phone did not seem to grasp why I was not happy with the service. He was friendly and gave me advice on my holiday destination though”

Helpful Report

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

“Paid my holiday in full by card online,then the next day I received a call from Holiday Gems to say I had to pay £80 extra as the hotel room rate had changed. Unbelievable Jeff”

Helpful Report

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 due to fluctuations in availability or cost due to 'cross over' between submission and confirmation, 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

“Was not happy that the price changed to what it was online”

Helpful Report

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 trust that you will have an amazing holiday.

Posted 2 years ago

“Ive made a booking with you and asked for transfers to be added ive emailed and rang several times ive still not recieved any confirmation or paperwork .i asked to be upgraded to a superior room which you where going to charge me amendment fees after the confusion on the phone around the room being available so could do better i will ring again and ask for my paperwork this will be the 3rd call for this 🙄🤔”

Helpful Report

Posted 2 years ago

Thank you for the comments in the review. We do note, however, that the room requested online was confirmed and any subsequent upgrade will be subject to charges. We note that our customer service team is addressing the issue of the transfers and will be contacting you as soon as possible.

Posted 2 years ago

“Holiday gems is bad as you can’t contact anyone over the weekend”

Helpful Report

Posted 2 years ago

We do regret that you feel that you are unable to contact our office. Our sales office is open every weekend and on bank holidays with few exceptions. Our agents will always do all possible to assist and arrange a Customer Service call back if necessary. Additionally, we also have a 24/7 emergency number, included on your documents for any urgent matters, especially for in resorts and travel within 7 days.

Posted 2 years ago

“Not received comfirmation our iteneriey from booking ring customer services but line keeps cutting off, please can email my confirmation ASAP as need for adding my details for travel Mr N D beadle”

Helpful Report

Posted 2 years ago

According to our records, the booking documents were emailed on confirmation on 07 June 2021 and we have now resent them. The email address has been checked as correct and we would ask that you check your spam/junk mail for any filters. We apologise for any inconvenience.

Posted 2 years ago

“They don’t respond to messages and are not very helpful with the information that is given.”

Helpful Report

Posted 2 years ago

Mrs Dawson please kindly check your emails. We can see only one message to you in our group email account which was after your online enquiry on 31 July. The response from us on 2 August was with instructions. If however this is not sufficient, please do email the customer service team who will be happy to help you further.

Posted 2 years ago

“Im not a fan of being told that the holiday price is a certain amount to then be called up and told that the price has changed (Always more expensive of course). would not use this company again or recommend”

Helpful Report

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 due to cost changes or availability before confirmation, 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 alternative offers. A pre-authorisation only is held, and released immediately if no booking is confirmed. We regret that we have been unable to assist you in this instance.

Posted 2 years 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