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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

“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!”

Posted 2 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 2 years ago

“I still didn't get my documents”

Posted 2 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 2 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.”

Posted 2 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 2 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”

Posted 2 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 2 years ago

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

Posted 2 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

Posted 2 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 ????”

Posted 2 years ago

“still waiting for you to address my complaint”

Posted 2 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 2 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”

Posted 2 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 2 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”

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 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 2 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 .”

Posted 2 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 2 years ago

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

Posted 2 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 2 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!”

Posted 2 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 2 years ago

“Ridiculous - initially booked holiday. Was called back the next day and advised room we had booked not available and we had to downgrade at more money - was told as long as double vaccinated it was good to travel (not true), We went for 3 days and the Amber went to Amber + and not these or wizz air bothered to send a courtesy automated email so was stuck in Spain and had to pay for another flight and pre departure Covid tests €95 each + the government PCR can’t be a home test just a bought one which was another £120 - the hotel gave us two single beds pushed together - the bar never had anyone on it, no English tourists, pool closed at 6 and no entertainment, no food available unless at restaurant times - old breakfast left out - staff told me they weren’t there to be my pal (obviously) but I had paid all inclusive so would have liked that service - couldn’t have food or drinks in rooms. Not all inclusive - a £503 3 day break cost us over £1000 due to Mis information. Just avoid this company. Still waiting for them to even contact me regarding my complaint. Waste of my time and money. Between holiday gems and wizz air I feel completely let down and conned”

Posted 2 years ago

We are disappointed that you have cause to complain. We note that the complaint was sent when the office was closed and you would have received an auto response giving timeframes and procedure. The issue will be investigated and a response emailed. Thank you for your patience.

Posted 2 years ago

“After a mistake being made in the booking process I contacted customer services where I was promised a same day call back. No one attempted to contact me and I called again 2 days later where I was told it was my mistake and I had to pay to correct it. This I understand, however, the airline were willing to resolve this free of charge and I’m disappointed you were not.”

Posted 2 years ago

Harriet we are sorry that an error was made when placing the order online, we have assisted you in correcting this with suppliers and only passed on necessary charges in accordance with our terms and conditions to which you agreed when booking. We are pleased that the airline did so directly without charge for you, contact to them was suggested at the time.

Posted 2 years ago

“cheated on the price, after paying, changed the price and paid another 90 pounds”

Posted 2 years ago

Hello Diana, since you booked on our website it does explain that this is not a live booking tool and we will endeavour to obtain the price advertised or let you know if we cannot. This was the case for your booking and you agreed to pay more so were not cheated at all.

Posted 2 years ago

“Stay far.. far.. away as they will lie to get extra money from you !! Absolute bonkers and lie over the phone and when you confront they will just lie again !! I have booked my holiday with them and Jordan called me that something is wrong and demanded extra money. I have said I am fine paying extra but I need a sea view upgrade, he says he will request it for no extra cost! Do you see any issue with this statement? NO !! when I contacted the resort about my upgrade, they say they don't have any such request and when I emailed these guys about my issue, he replied saying, it was only a request !!!! and not guarantee, how convenient! Did he even mentioned that this is not guaranteed in the first place.. No Because they just want to grab extra money by any means necessary! I wish I can give them zero stars as for lying outright they don't even deserve one star !!”

Posted 2 years ago

We reiterate the response given on another platform and refute the comments in their entirety.

Posted 2 years ago

We refute all the content of this review. Our agents will never 'demand' any extra costs and will, if we cannot honour the online price, give options which is up the client to accept or not. If they are not acceptable then the order is cancelled and no money taken. The reviewer has himself stated that the agent would 'request a sea view room'. Any request is never guaranteed in any scenario and we believe that a 'request' is exactly that. Whilst we respect any honest opinion and take on board constructive criticism, we are unable to do so in this instance.

Posted 2 years ago

“I booked a holiday with holiday gems never again,every time i phoned them they put the phone down on me, as were we went to was fuerventuraurahotel was changed about 3 days before, i asked if it was flat they told us yes, so we took this hotel, when we got there dining room you had to go down big incline go to the bar you had to go up 130 steps the bar only one type of larger you had to pay for use of tv, i booked in this hotel if you call it hotel it was like a holiday camp, i booked in the place for 2 weeks After 1 week i had to come home as i have had heart trouble and my wife has hip trouble, i did not want to finish up in papworth again, we booked another flight home 1 week early, i sent holiday gems photos of the place hole and stains in sheets, dampness , blood on curtains door, cochroach in cupboard,as i have parkinsons i booked with these before hand and i must have pressed wrong year 2021 my wife noticed this after print off so i phoned holiday gems within 3 hours but the would not cancel it, i have e.mailed them several of times no answer so i have booked a holiday from last year to this because they will not answer my e.mails and not cancel it”

Posted 3 years ago

“AVOID AVOID AVOID ROBBERS They cancelled our Holiday , booked in March 2020 and due to take place in June 2020. After refusing to refund us , they offered a Credit note which we declined. We were told we could request a refund after November. We have done so. It is now nearly one year later. Starting Court Claim next week. AVOID AVOID AVOID ROBBERS”

Posted 3 years ago

“Cancelled my holiday nov 2020 due to death in the family and was told I could not get my flight money refund which I was happy with as long as the rest of the holiday was cancelled, this week I receive a bill of £109 cancellations fee and when asked why got told it was a good will gesture on there part. I will be taking this matter further”

Posted 3 years ago

“If i could give them -100 I would. Avoid this company like the plague. Booked with them for years and never had the need to contact them, so no issue with customer service, until the covid. Should have gone to tenerife xmas day, less than 24 hours notice and received email to say holiday was cancelled. Unable to contact customer service by phone no replies to emails and then finally today 11.01.2021, get an email credit note, on checking we have been stopped £660 from the total amount paid and to top it all, we are unable to claim a refund until 31/05/2021. Total robbers. Will be taking further action and will never use this company again. Stay clear.”

Posted 3 years ago

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Holiday Gems is rated 4.5 based on 2,134 reviews