free cancellation insurance

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Guest's review of Holiday Gems - www.holidaygems.co.uk

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“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 said phone call ever took place and do not respond to emails or phone calls they never reply to questions asked as of 24th august they have offered standard cancellation and not free cancellation which paid for.i believe this company is not to be trusted ps we have had over 60 trips and holidays abroad and never had a experience like this.

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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