Holiday Gems Reviews - www.holidaygems.co.uk

★★★★★
4.6 / 5
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Latest Reviews

★☆☆☆☆

“free cancellation insurance”

Written on: 24/08/2021

in November 2019 we booked accommodation in crete for September 2020.we live in Scotland in early September 2020 crete went red on covid travel list holiday gems phoned us on the 4thseptember 2020 and asked if we like to change dates we agreed to switch dates to September 2021 we paid 114pounds 41pence to cover hotelier price rise one year on and free cancellation.on 15thjune2021 we decided to cancel due my ongoing health issues I have severe asthma and over 70years old since then they denied… Read Full Review

Customerliaison's Comment

Written on: 26/08/2021

As we have to pay non refundable costs to suppliers, especially airlines, we cannot offer free cancellation and do not offer insurance. During the pandemic we have been able to offer a full refund in the event of a cancellation by the suppliers. Unfortunately, any cancellation by the client when all services are booked and remain available must be claimed via your own travel insurance. Our Customer Service team have been in contact with you and we have requested another call back to try and resolve the issue.

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70Fergie's Comment

Written on: 26/08/2021

less than 24hours on review centre a response, that is after numerous emails to holiday gems with no reply amazing. I don't no who you are, you are clearly not up speed with accommodation booking 50166 which was first booked on line in november2019 then rebooked 4thseptember2020 via a telephone call from holiday gems. instead of spouting company policy do some detective work and find out how you arrive at monies paid. ps as far as us calling you on the telephone forget it, this resulted in hefty telephone bill to a line that appears to be a ghost line. I am always available then again you this already.

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Customerliaison's Comment

Written on: 27/08/2021

We are aware that your booking is accommodation only. However, the process applies to single component and package holidays and therefore gave an overview of the procedure.. As advised, we will contact you again in an effort to resolve the issue. We have not requested a call back from you.

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70Fergie's Comment

Written on: 31/08/2021

received a phone call from on 27th of august when asked how to justify why you were much more expensive compared to like for like travel companies she said and i quote this was down to DEMAND.cast your mind back to the 4th of september 2020 when this rebooking was by made by a female member of your staff with a phone call via your office .the 4th of september 2020,covid is rife all over the world,thousands people dying,hardly a plane in the sky and you are asking me to believe that you are snowed under with demand for 3star self catering in crete a year down the line that is worst explanation i have heard in over 40 years of travelling abroad.now i will tell you the rates for villa elite for this september on your website 11 nights in a one bedroom 414pounds.you charged me 482pounds a difference of 68pounds.the reason for this the female agent who made this rebooking i believe she sold me free cancellation knowing full well you do not offer this service in order to bump her commission or suchlike.as this female is or was a employee of lt is your duty to put this right.the facts speak for themselves.

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Customerliaison's Comment

Written on: 02/09/2021

We are unable to address this on this platform. Please use the complaints procedure available to you so that this may be addressed through the correct channels.

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70Fergie's Comment

Written on: 02/09/2021

strange you had no problem replying to my first two posts.are you running scared,clearly you do not like social media,something to hide. l will email you AGAIN you better respond quickly or you find out what social media is really all about.

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Customerliaison's Comment

Written on: 02/09/2021

To resolve the issue we cannot address it on this platform without divulging your personal information. The responses to date have been generic. Please follow the complaints procedure available to you

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70Fergie's Comment

Written on: 16/09/2021

l have since used their complaints procedure,a fat lot of good that did.they just deny all the true facts and dont investigate the points put to them.if there was ever a clearer case of gaining monies by deception i have yet to see it.so to anybody who has booked with holiday gems i sincerely hope you have no problems or you will surely end up in the situation i am in at the moment.

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★★★★★

“Great service ”

Written on: 02/08/2021 by Hb183 (1 review written)

Had to change date of holiday again due to the Covid virus got through to an agent, this guy is amazing not only did he rearrange my holiday dates but made sure I was happy by checking different dates so I can catch my flight back to Northern Ireland from Heathrow Thank you to him: you are a star a five star … Read Full Review

Destination2's Response to Hb183's Review

Written on: 04/08/2021

We are very pleased to hear this, thank you for commenting.

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★★★★★

“Go over and above any other…”

Written on: 29/07/2021 by RWS888 (1 review written)

I found that holidayGems were fantastic! really helpful pleasant to talk to and always there should you need them, we had a small problem when we started our holiday and the agent jumped in and sorted it for us quickly and put our minds at rest, for that alone I would give 5+ stars, Will definitely be using them again, as they made the process so easy from finding the best deal to the after care…… Read Full Review

Customerliaison's Response to RWS888's Review

Written on: 29/07/2021

We do appreciate your comments and are pleased any issue was resolved speedily. Your custom is valued we would be delighted to have another opportunity to help with your holiday arrangements in the future.

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★★★★★

“Brilliant service thanks ”

Written on: 19/07/2021 by Brettjk45 (1 review written)

The agent was very helpful in a very professional manner will be booking my next holiday through them again thank you… Read Full Review

Customerliaison's Response to Brettjk45's Review

Written on: 20/07/2021

Thank you for taking the time to post your appreciation of the service given. Feedback is always welcome and we look forward to helping you plan many more holidays.

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★☆☆☆☆

“' Stay far.. far.. away”

Written on: 16/07/2021 by MakbulMo1 (1 review written)

Stay far.. far.. away !! Absolute bonkers. I have booked my holiday with them and an agent 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 !!!!… Read Full Review

Customerliaison's Response to MakbulMo1's Review

Written on: 19/07/2021

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

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Customerliaison's Response to MakbulMo1's Review

Written on: 20/07/2021

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.

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Customerliaison's Response to MakbulMo1's Review

Written on: 19/07/2021

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.

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★★★★★

“I needed help with changing my hotel. This agent was...”

Written on: 14/07/2021 by NRUBY (1 review written)

I needed help with changing my hotel. This agent was very helpful and dealt with my requirements quick and efficiently. I received my hotel vouchers literally within 48hrs as promised. I felt reassured and in safe hands in these difficult unpredictable times… Read Full Review

Customerliaison's Response to NRUBY's Review

Written on: 15/07/2021

Thank you for taking the time to post such a positive review. Our excellent team always appreciate the feedback

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★★★★☆

“Good service prompt attention ”

Written on: 11/07/2021 by Erikav449 (1 review written)

The agent has been a pleasure to deal with throughout the process… Read Full Review

Customerliaison's Comment

Written on: 12/07/2021

Thank you for your positive comments. It is always appreciated

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★★★★★

“Great customer service ”

Written on: 04/07/2021 by Bonz88 (1 review written)

I have had to change my holiday 3 times now due to the pandemic, agent has assisted me on two of them occasions, he was very calming to talk to and reassured me throughout the process. Thank you holiday gems. Lets hope i get to go next time. … Read Full Review

Customerliaison's Response to Bonz88's Review

Written on: 05/07/2021

We believe that we have a great team and are delighted that you had such a positive experience. Thank you for taking the time to post the review

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★★★★★

“Super Star !”

Written on: 25/06/2021 by NathalieWhite (1 review written)

Im not normally one for writing reviews but I had to highlight the excellent and personal focus from the agent ... he has helped me with two holidays so far for later this year and I will be calling him again next week to look to book another. Fantastic service and he always goes over and above… Read Full Review

Customerliaison's Response to NathalieWhite's Review

Written on: 25/06/2021

Thank you for taking the time to post such a positive review. We are delighted that our agent's service exceeded your expectations and we look forward to helping you plan many more holidays.

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Customerliaison's Response to NathalieWhite's Review

Written on: 25/06/2021

Thank you for the really positive review. It is always appreciated

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★★★★★

“I was really pleased with how my rebooking was handled...”

Written on: 21/06/2021 by Dennisp418 (1 review written)

I was really pleased with how my rebooking was handled the operative that dealt with my booking was very polite very professional and extremely helpful This year has been a terrible year and I now get to see my mum again who lives in futerventura so I’m happy I’m disappointed that I had to pay almost £500 more But the operative who dealt with my booking was brilliant and very helpful and professional This is our 5th time we have booked with holiday gems and would definitely book again… Read Full Review

Customerliaison's Comment

Written on: 22/06/2021

Thank you for taking the time to post really positive feedback. The year has seen so many families separated for so long and we can empathise. Unfortunately, some suppliers, including airlines, have increased their costs considerably and this is a matter over which we have no control but our agents will always ensure that they source the best possible costs based on your needs. It is always appreciated when a repeat client gives a great review - thank you so much.

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★★★★★

“Great Experience with Holiday Gems”

Written on: 17/06/2021 by Jaelyn244 (1 review written)

Booked a holiday that was really hassle free. Took 10 minutes for me to get all the details we needed and now it’s something we can all really look forward to. Holiday Gems contacted me and I spoke with an agent who was super helpful and reassuring as well. Will be using them again for sure… Read Full Review

Customerliaison's Comment

Written on: 17/06/2021

Thank you for such positive feedback and we are delighted that we were able to exceed your expectations. Have the most amazing holiday!

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★★★★★

“What a fantastic service from agent ”

Written on: 08/06/2021 by val2021 (1 review written)

well after having to rearrange so many times we have now booked a holiday again for October 2021. This was arranged with the help of an agent with such patience and understanding as both myself and my partner have health issues.. She helped us to find dates that fitted our budget and date range, a hotel that met our needs and flight times that were not at stupid hours of the morning... We were extremely impressed with her and will not hesitate to deal with Holiday Gems again when we next want… Read Full Review

Customerliaison's Response to val2021's Review

Written on: 09/06/2021

Thank you for the positive comments regarding the service given. We know that we are really fortunate to have, what we believe, is a first-class team

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Val2021's reply to Customerliaison's Comment

Written on: 09/06/2021

I would have preferred the agents Id to be retained so her supervisor can be aware of her achievement on our behalf.

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Customerliaison's reply to Val2021's Comment

Written on: 10/06/2021

We can assure you that each individual agent is always recognised for excellent service. Thank you for your concern.

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★★★★★

“WONDERFUL SERVICE”

Written on: 03/06/2021

THE AGENT SPOKE CLEARLY AND I UNDERSTOOD ALL MY OPTIONS. I WAS NEVER PLACED ON HOLD DURING THE CALL.WONDERFUL SERVICE… Read Full Review

Customerliaison's Comment

Written on: 04/06/2021

Thank you for your positive comments. It is always appreciated.

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★★★★☆

“Agent at holiday gems”

Written on: 01/06/2021 by Alman434 (1 review written)

I spoke to an agent about cancelling my holiday I was due to go on in June as I was finding it very stressful trying to change it as it was working out very expensive! He was very helpful and even changed the due date for my final payment so I was able to hear the latest travel announcement before making my final payment! He then gave me his direct number to call him back to help with anything further. I ended up calling him back 15 minutes later and changing the whole holiday to a different… Read Full Review

Customerliaison's Comment

Written on: 03/06/2021

Thank you for your positive comments. We thank you for taking the time to place the review - it is appreciated.

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★★★★★

“holiday night mare”

Written on: 01/06/2021 by kernowbev65 (1 review written)

so far this year i have booked three flights with TUI one to turkey that had to be changed ,this is when we booked a place to stay with holiday gems. weve since had two flights cancelled and each time holiday gems have helped sort the mess out. the agent i have dealt with has been extremely helpful on two occasions now and [dont mean this nastily but hope its the last]has managed to sort things out. hes courteous,polite and patient. thanks  … Read Full Review

Customerliaison's Response to kernowbev65's Review

Written on: 04/06/2021

We quite understand the turmoil of the past year. Thank you for taking the time to acknowledge the effort of our team who have worked tirelessly to ensure that our clients' needs were addressed.

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★★★★★

“Best Travel Agents Ever”

Written on: 29/05/2021 by DuncanThomsen (2 reviews written)

Love these guys, even rebooking is enjoyable. I'v moved my holidays several times now due to the lurgy and I've had nothing but the nest advice, laughs in the process, mulltiple options and choices, and never has the price been bumped up to make me feel like I'm being fleeced. I worked for Watchdog the TV show for 9 years on and off and these guys are the best, most honest and good team I've had the pleasure to book with. If carlsberg made travel agents etc... Do youself a favour, put down… Read Full Review

Customerliaison's Response to DuncanThomsen's Review

Written on: 04/06/2021

The time taken to endorse our product and service is greatly appreciated. We hope that, even in the new normal, we will be able to help you plan many more holidays.

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★★★★★

“Easy peasy ”

Written on: 27/05/2021 by Mjkendrick (1 review written)

Spoke to an agent, who made everything very easy and straight forward, nothing was too much trouble, would definitely use again… Read Full Review

Customerliaison's Response to Mjkendrick's Review

Written on: 04/06/2021

Thank you for the positive comments. It is appreciated.

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★★★★★

“The agent was really helpful- got us exactly what we...”

Written on: 25/05/2021 by Drakej453 (1 review written)

The agent was really friendly snd helpful. I was pretty stressed booking this holiday having had lots of cancellations from EasyJet . Finally decided to go for a Green listed country- happy to have been able to book with a new company… Read Full Review

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★★★★★

“Great service from the adviser”

Written on: 24/05/2021 by Henderson370 (1 review written)

I found holiday gems through top cash back and did very little research before booking. When booking online and finding I had to wait for a call to confirm I had my reservations so read the reviews. It was clear the negative reviews were from people who had unreasonably made asks and not got their own way. I received the callback within a matter of hours and though my holiday price changed by a £60 increase I was given multiple options to bring the price down such as flight times changes… Read Full Review

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★★★★★

“Fantastic customer service. Thank you Lily”

Written on: 07/05/2021 by Debbie306 (1 review written)

Was hesitant to book anything with current covid restrictions but Lily happily answered all my questions and put my mind at rest if the worse should happen. Even though it was late Friday evening and she’d been in work all day, she didn’t rush or make me feel pressured into making any decisions. She spent a lot of time searching for the best price to suit my budget and gave a lovely discount too. Am very happy and cannot wait to go on our holiday but I’m reassured to know that if for… Read Full Review

Customerliaison's Response to Debbie306's Review

Written on: 07/06/2021

Thank you for taking the time to post such a positive review. We are delighted that Lily was able to give her normal great service which exceeded your expectations.

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