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Holiday Gems

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Chester, United...
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Holiday Gems

DO NOT USE A BIG LET DOWN We booked our first family holiday with Holiday Gems. Having a one year old i wanted the perfect family location. We found a 4 *Hotel in a quiet resort in Ibiza that had fab reviews and a good price. We booked this in January for the May. All was confirmed,we had all the accomodation vouchers, then 4 weeks before we were due to go we got an email to say that this accomodation was no longer available and we were offered a 3 star in the centre of San Antonio, described on trip advisor as 'a boot camp for asbo's' Not suitable for a young family. Trying to get through on the phone i was queing for 35mis (at 10p a min) where i finally got through i was told tough, it was that or my money back. The girl (Ashleigh) was so rude and was even shouting at me at one point saying it was all in the 'terms and conditions'. The same hotel was and still is for sale on their web site but for 3 times the price we paid. We agreed to take the refund. All other hotels now are so much more expensive than they were 3 months ago. Its been 10 days and i am still waiting for my refund. We still have the flights to Ibiza as we booked these seperate. Please don't use Holiday Gems as what you see isn't what you get and they have terrible customer service.

Blackpool, England
Level Contributor
3 posts
44 reviews
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31. Re: Holiday Gems

Ok, so Holiday Gems responded to my "Booking" about 24 hours later.

I've just posted the following elsewhere:

...............

"I initially had concerns after booking with Holiday Gems via their web site I hadn't realised that I wasn't immediately making a booking.

After reading some extremely negative reviews of the company on-line I had been expecting the worst. However just about 24hr later Nadine contacted me by phone to go over my requirements.

As expected the flight price had increased but not astronomically. Nadine suggested some alternatives to help keep the price down but I had a particularly tight window of opportunity so kept with my original flight.

Suitcases were an extra but I'd assumed that anyway. I was only charged the airlines going rate for hold luggage. I also requested in-flight meals.

So all in, with the bookable extras added, I still got the exact holiday I wanted at a very competitive price.

My remaining concern was getting the travel documents in time. As it happens Nadine was e.mailing them as we spoke!

Last to arrive were the flight tickets but I still had them within 30 minutes.

My initial anxiety was unnecessary. My overall appraisal of Holiday Gems is that they provide a service very similar to that of the independent high street travel agents. You give them your requirements and they do their best for you.

All we need to do now is go on holiday :)"

........................

So for me, so far I am reasonably happy (if not relieved!) with their service.

I'm not intending to be intentionally detracting from the problems that others have had but I think it's important to add some balance if only for the sake of people like me who may be very worried about their own dealings with Holiday Gems.

Edited: 11:12 am, February 15, 2013
Dundee, United...
1 post
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32. Re: Holiday Gems

I do think that the Holiday Gems website needs to be clearer. I too was not aware I had not booked my holiday at the prices quoted online. I received a call less around 20 hours after "booking" to say that the flights I wanted had increased by £94 per person. For a family of 4 this is not ideal. I was offered an alternative but this was a day earlier and at a different airport. I ended up cancelling the booking altogether (let's hope no money is taken from my bank account) and booked the flights I wanted direct with Thomas Cook and the hotel through another provider. Holiday Gems wanted £48 per person for 20kg luggage allowance and Thomas Cook gave me 20kg luggage, hot meal and prebooked seats for £27.

The customer service attitude does leave a lot to be desired. I realise that day after day of moaning customers (such as me) must get you down but you have to be able to treat each customer without an attitude which is what I came up again with both women I spoke to. The first one clearly didn't want to take my return call and although her colleague advised she would call me back, she didn't. This was the point I cancelled the whole thing after clarifying I had not been charge for anything.

I have never ever left a review on one of these sights which is an indication of how poor I thought the service was,

33. Re: Holiday Gems

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Removed on: 9:35 am, December 12, 2016
Edited: 9:35 am, December 12, 2016
34. Re: Holiday Gems

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TripAdvisor staff removed this post because it did not meet TripAdvisor's forum posting guidelines with regards to family-friendly language and/or subject matter. We will remove messages or topics that contain objectionable language and images (avatars or links to pornography), including but not limited to profanity, obscenity, vulgarity, pornographic literature, racial slurs, hate speech, personal insults, hostile comments and threatening language.

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Kent
Level Contributor
6 posts
93 reviews
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35. Re: Holiday Gems

I am usually careful about this sort of thing, but.....

We found a short break in Prague advertised in the London "Metro". Telephoned Holiday Gems and got a very nice lady who said the hotel wasn't coming up on the screen and she'd ring back. Felt nervous but was pleased when she did, and even more pleased when she said she'd found us a better hotel at a lower price ("in Old Town Square - how about that?") I was so pleased that I in fact wrote them a nice e-mail congratulating them on their service!

The trouble with Prague is that it has 3 hotels with very similar names, only one of which is on Old Town Square. Guess what? When I belatedly checked our accommodation voucher, I found that the hotel into which we were booked had a very different address, and a visit to TripAdvisor's reviews suggested that our stay was going to be less than enjoyable, to put it mildly. Well, I thought, the mistake by the nice lady was understandable, and no doubt we could get the company to change the booking. That was the point at which we discovered the posts about Holiday Gems in this forum, and my view of the nice lady and her mistake underwent a radical change. My husband, meanwhile, went through the small print and discovered that to change the booking was likely to cost us each £80!

We had e-mailed the company to say that we would telephone them to discuss the matter, but after reading of so many people's futile attempts to get help when let down by this company, we decided not to waste money on the telephone call. We have just booked, via Trivago, a well-situated, well-reviewed hotel for less than it would have cost to change the booking via Holiday Gems, and that is where we shall stay. The accommodation price we have already paid will just have to be put down to experience.

It isn't necessarily a case of "You get what you pay for " - there really are some good bargains out there, and we have had some lovely short breaks at rock-bottom prices. I think our happy experiences made us a bit careless this time - this firm appears not to be in ABTA, which is a very bad sign.

36. Re: Holiday Gems

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TripAdvisor staff removed this post because it did not meet TripAdvisor's forum posting guidelines with regards to family-friendly language and/or subject matter. We will remove messages or topics that contain objectionable language and images (avatars or links to pornography), including but not limited to profanity, obscenity, vulgarity, pornographic literature, racial slurs, hate speech, personal insults, hostile comments and threatening language.

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Removed on: 9:35 am, December 12, 2016
Blackpool, England
Level Contributor
3 posts
44 reviews
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37. Re: Holiday Gems

We just returned from the holiday we booked via Holiday Gems (see my posts above).

I'm happy to say that everything went well.

The flights were as per the booking and we can't blame Holiday Gems for the broken engine starter motor that gave us a 17 hour delay on our return flight !!!

The transfers went well and the hotel was as per our booking.

So other than the relatively small price hike on the flights we got what we wanted and still got it at a competitive price.

Would we use them again? Not likely.

Would we recommend them? No.

As I've already said. I don't wish to detract from the main message of this thread but I do want to give some balance to it.

To anyone just discovering the nature of Holiday Gems, Good Luck!! But don't despair, it might turn out ok :)

38. Re: Holiday Gems

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