written by Kailax256 on 05/02/2024
1- Fist time holiday with HolidayGem was good without any issue, but second time when I booked with them and paid in full. Next day they called me and asked for another £189 saying the prices have changed. 2- When we asked for cancellation due to some issue with visa, they refused to pay back. When we asked for change of dates or destination, the also refused. When we asked for change of some names in the booking, they tried to charge us double the price Airline was charging. 3- When we asked them to change few people name on hotel booking, first they said that they have send email to their supplier, later on when we were at destination, they send an email saying their supplier has not accept name change and we need to make new booking with them. At the end we had to make new booking with the hotel and all paid money was wasted. 4- Their transport in Sharm El Sheikh is very bad. On our returuned they send a message the they will pick us 3 hr 45 minutes before flight departure and I send back a message that this is very early and we want them to pick us up 3 hours before departure time. The driver still come very early and they ignored my message. When we said to wait for us 15 minutes, he left without saying anything. When we called, they said they will only come back if we pay 600 more. They know that you have no other choice and will miss the flight, so they charge you double for what you have already paid.
written by brettbrett45 on 10/05/2022
were told we had all inclusive plus which includes International drinks ,when we got to the hotel they informed us they do not do plus, if we were told this we would never booked it
written by Buch1969 on 27/10/2020
I was very impressed that the way that holiday gems sorted out all the problems that occurred. I was very impressed with how quickly they got me on another flight so that our holiday was not affected in any way. I would definitely recommend this company to everyone PW172 this is the reference of the the member of the team member who helped sort everything out for me I was very impressed on his professionalism that he showed I would give him a gold star if I could.
written by Mills1975 on 02/11/2018
The person I dealt with was great but how can a holiday website not be live. All the other hotel sites on the web run live so it defies belief that Holiday Gems cannot do the same
written by ElliotKeith on 29/10/2018
Dear Sir/madam I booked a holiday package online to Lanzarote for a total cost for 2 adult all-inclusive for £427.55 which I paid online, flights were listed as £86 and pence at that time. I was pleased with the price and purchased the holiday online at approx. 5pm. Later that evening sometime before 8pm a rep called phoned me to tell me she had called to confirm my details, then she informed me that there had been an increase on the flight price. She told me it had increased and that I owed of £73.37. I wanted to cancel but was told I had booeked non-refundable. That was incorrect I did not but had just gotten infrom work and was too tired to protest. The follwoing day I checked the website again and saw that the original price I paid for my flight was still on offer. I spoke to 2 other holiday firms and was told that what was done to me regarding the flight costs was wrong, I should not have been charged the extra. On the day of this review I went back to your website and made the extact same booking and it came up to £432.10. I would like to know why I was changed so uch more and to make matters worse I am on your website now and can see you have flights listed for £90.19 and 93.27 this being the case why was I charged over £100pp.
written by HEAVEY657 on 17/08/2018
My daughter can't go still have to pay full price , to make a name change £220 Mr Turpin wore a mask so a holiday that was £1400 is now £1900 don't book with them.
written by Kdavies0412 on 25/07/2018
I booked this holiday when there was deals on and after I booked it I had a phone call to say there was no more deals so my holiday has cost a lot more than it should have. Also get told to email admin if I have any thing to ask and when I do I get told to phone the after hours and i get charged for that.
Written on: 28/07/2018
We do regret any inconvenience. Unfortunately, deals are on a 'when it's gone, it's gone' basis and reliant on availability. Our after sales telephone line is not a premium number and incurs no extra costs.
Written on: 28/07/2018
So why keep them on the site when they are ‘already gone’, false advertisement
Written on: 28/07/2018
We do regret any inconvenience. Unfortunately, deals are on a 'when it's gone, it's gone' basis and reliant on availability. Our after sales telephone line is not a premium number and incurs no extra costs.
written by Gonzalez428 on 21/05/2018
i booked online £375 and it said on the website they would call me or email me to confirm. i noticed a missed call and rang them,they said the person was busy on the phone and would call me very shortly. i waited a few hours and rang again.same answer, i rang again at 5pm and was told that a manager would need to call me back and it would definitely be that same day.i asked why i couldn't speak to anyone now as this worried me a little,i thought there was a problem. they said no one available. i waited the whole evening but no call back.i started worrying even more, perhaps the company was fake?! the next morning they called me, the lady said she would ring me back in 5mins,i waited 45mins,she did call me and say that apartment had been sold out but she could get another, that the other was £70 more, the baggage was £50 so i thought ok i have to book it right now because she might take 17hrs to ring me back again, the holiday i have means i have to ask my new boss if i can move my leave a few days and the flight back doesn't take off until very late at night so i am not looking forward to the "you have to vacate the room by 2pm" situation at all and i have to take an extra day because i can't just land in london at 7am and go straight to work! it's ok but not perfect.. and if the hotel is anything less than great i will be annoyed..i've stayed in hotels which were dirty or miles away from anything..not with this company but i think all these companies have you over a barrel, they always say that hotel has gone or that flight has gone but here's another for £xx more!thanks for listening
Written on: 24/05/2018
This appears to be an online order and no payment is taken when the order is submitted. The orders processed are on a request only basis as the costs and availability are fed from cached data directly from our suppliers and/or brokers. 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. We are sure that the holiday will be great !
written by Jazlyn10 on 15/04/2018
I booked with you and paid what it said on YOUR website but in the end you needed up ringing me saying I had to pay £180 more!! I was horrified! Rose who I spoke with was very helpful and polite but I was still disgusted in Holiday Gems doing this to me! And I know I’m not the only one it’s happened to
Written on: 17/04/2018
This appears to be an online order and no payment is taken when the order is submitted. The orders processed are on a request only basis as the costs and availability are fed from cached data directly from our suppliers and/or brokers. 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. This information is shown on every page of the order process and reiterated in the terms and Conditions to which you agreed when submitting the order.
written by on 01/04/2018
Advisor was great she couldn’t have been more helpful, but we were quoted a price they took money from account straight away and then the price increased by more than 100 pounds in my experience this is not a quotation for a holiday this is an estimate . If this is the case the money should not be removed from account until the customer has been notified of change in price because when we said we would like a refund they said it could take 4 days to go back into account really poor feel ripped of
written by on 19/03/2018
They charged me twice ! Kept pending the second payment for 10 days. After I paid I didn’t receive any information about my trip. I still didn’t have time and dates of my flight.
written by rsMcCallum8 on 11/01/2018
I am fully aware that Holiday Gems are a price beater holiday company and i was looking for a cheap holiday. I expected things to be "basic" in terms of service and was initially pleasantly surprised. The call back was quick. Had the usual "since we put these prices on the website things have changes/can't match that price" that you always get from these agents. Finalised a price and paid a (hefty) deposit. Unfortunately, I booked a monarch holiday and I obviously then need to claim back under ATOL protection. Here things became difficult. Holiday Gems looked like they had reacted quickly from their website, but the information I received over the next few weeks was inaccurate and conflicting (to give them the benefit of the doubt, no doubt the CAA wasn't making things easy). But there was not a simple way to speak to anyone- just a recorded message. There is no complaints email address. Nothing. I felt very much at the mercy of a travel agent who clearly didn't want to spend time helping me get my money back and was focused on sales. I have found out today that I am getting my Monarch refund. I am going to be booking a replacement holiday, but I won't be doing it through Holiday Gems.
written by kaybarclay on 27/10/2017
due to ill health had to cancel holiday to Malta. I have phoned five times requesting an original invoice for holiday and also cancellation notification for insurers. four times was told they have been sent. have not received them. phoned again this morning with same reply. if no response this time will take it higher.
written by JoyReed on 15/10/2017
No A/C in this place. Told its switched off they getting it ready for heating for Winter !!!! What a joke 4* ridiculous. Shabby furniture. Uncomfortable bed. No mattress protectors disgusting. The whole place is shabby needs a complete overhaul. We did not stay one day in the apartment. Went out elsewhere. Did not cook or eat in the place. Wanted to charge for T towel and cloth. Charged euro50 deposit against damage. Cash only. So we are left with euros and safe deposit euros when we get home. A very disappointing experience.
written by Montgomeryxc307 on 31/05/2017
I had missed 2 alphabet in a friends name when flying with jet2. For correction they wanted £180 when a new flight would have a cost only £107. Jet2 did it for nothing. So please beware when dealing with the holiday company. They will squeeze you if you can.
written by CristalLindsay393 on 30/05/2017
Had an absolute nightmare boolking for a large group on line. When I rang reservations the first time I had as given completely the wrong information which meant my booking was totally messed up. I had to ring a second time before I was given the right advise an d the person I dealt with who I dole to sorted everything but by this time I had to pay anther 14 for the reservations. Appalling customer service
written by LilaCaldwell on 24/05/2017
I haven't received my accomidation or transfer deatails
written by stevencole on 12/03/2017
Where do I start... they sent me the travel documents and I spotted they'd incorrectly spelt a name of one of the party. Within 5 minutes I emailed to point this out. That was 10 days ago. I've subsequently had to email 6 times... now, they've actually amended it so that BOTH names are incorrectly spelt. So instead of correcting one mistake holiday gems have left that mistake as is, and amended a correct surname to an incorrect surname. And before you think the surnames were the same so it's easy to do the wrong one. The two travelling surnames aren't the same... so there is no excuse. It's 8 days until the flights... and it's still not clear that this will be rectified. Like I say, I've continuously been in touch to sort this and holiday gems don't appear to care. Today, I was told after sales "aren't in" so it'll have to wait.... have they not been in for the last ten days? Lord knows.. suffice to say. I do not trust holiday gems... and implore whoever reads this to tread carefully and think about if you want a cheap holiday that you have to constantly chase about.. cos this isn't what I wanted from them.
Written on: 13/03/2017
The review is anonymous and we are unable to access the booking. Please can you urgently advise a telephone number and we shall call you immediately. You may do so by emailing us. We sincerely apologise for any issues raised
Written on: 14/03/2017
You had my telephone number as part of the booking and I had emailed you several times... to no avail, hence my need to write the review (that coulda been much better had you responded to me). I've subsequently got the correct details from you. It's left a bitter taste, I can tell you that.
written by TraceyJK on 06/01/2017
Why would anyone book a holiday for 2 weeks with no baggage? This was not mentioned at all when confirming the booking. The travel itinaery and the ATOL receipt both have the incorrect departure date. Very unhappy.
written by JeremiahCurran on 02/11/2016
This is the second time we have booked with agent. This agent needs re-training as I have had to waste time and money chasing my documents. When I heard his name I sort of knew I would be chasing things. Holiday gems are a good holiday agent just be aware of the agent taking your call. Like stated 2nd time with this agent and problems both times
Written on: 04/11/2016
Thank you for the positive comments regarding our Company. However, we wish to continue our good relationship and must address the issue regarding the agent. We cannot address the issue in this forum and would request that you email our customer liaison department so that the issue may be resolved.
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As rated by our community of reviewers
Customerliaison's Response to brettbrett45's Review
Written on: 23/05/2022
The agent advised, on a recorded call, that the all inclusive plus did not include premium drinks but did include other benefits and this call has been sent to you as proof. The matter has been investigated and our complaints team have found no basis for your review. We regret that the matter has been closed.