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HolidayGems Omdömen 

14 091
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TrustScore 4.5 av 5

4,5

Resebyrå
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Det här tycker kunderna

Betygsatt 5 av 5 stjärnor

First time booking with holidaygems, confirmation came through pretty quickly. Good low deposit! Only thing is you can't seem to book seats until the holiday is paid off in full which isn't ideal but... Se mer

Betygsatt 3 av 5 stjärnor

We spent two weeks at the Jasmine Palace in Hurghada Egypt. Great locations, great beach, terrible food standards and Hygene. Did not get off to a great start when they got the room type wrong. The... Se mer

Företaget har svarat

Betygsatt 5 av 5 stjärnor

Stuart called just at the right time as I was pre booking 3 seperate rooms on 3 seperate debit cards, Stuart guided me through step by step while on the phone making the whole process hell of a lot ea... Se mer

Betygsatt 5 av 5 stjärnor

Stuart is really friendly and helpful. He confirmed our holiday really quickly after booking. Don’t use any one else but Holiday Gems. Great company and fab staff. Always ask for Stuart when booking.... Se mer

Företagsinformation

  1. Resebyrå

Skrivet av företaget

We specialise in finding the best deal for you - whether you are planning a family holiday, time away with friends or a couples-only getaway. We take away the hassle of searching for the ideal trip and do it for you.

Kontaktuppgifter

4,5

Utmärkt

TrustScore 4.5 av 5

14 tn omdömen

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4,5

Alla omdömen

(14 091)

606 omdömen under de senaste 12 månaderna

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Betygsatt 1 av 5 stjärnor

Extremely Poor Service & No Effort to Resolve a Simple Request

I’m extremely disappointed with the service I’ve received from Holiday Gems. We have booked with them several times over the years without any issues, which makes this experience even more frustrating.

I submitted a simple room request — a top‑floor apartment with a sea view — at the time of booking. At no point was it made clear that the “standard apartment” had no balcony, no sea view options, and no possibility of fulfilling such a request. This is basic information that should be clearly stated before taking a customer’s money.

Instead of making any effort to resolve the issue, Holiday Gems simply passed on a refusal from the hotel supplier and closed the matter.

No alternatives, no solutions, no attempt to honour the request, and no acknowledgement of their own lack of transparency during booking.

I even visited the hotel myself in June and was told the same thing — yet Holiday Gems still failed to offer any meaningful assistance or escalation.

As a loyal returning customer, I expected far better than a dismissive “cannot accommodate” response and an email saying “this will be our final response on this matter”.

I have now had to chase them repeatedly, and if I receive no response by close of business today, I will have no choice but to refer the matter to ATOL.

Holiday Gems has shown poor communication, no accountability, and zero willingness to resolve a straightforward issue. This is not the level of service I expect from a company I’ve trusted for a number of holidays.

10 juli 2026
Omdöme utan inbjudan
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Svar från HolidayGems

Hello Stephen, thank you for your review. We have fully explained that through the booking process only two room types were available. One a standard room which you chose at the preferential lower price. And a higher rated Standard Apartment (Sea View) the description of which specifically states that this room type includes a balcony. The standard room made no claims as to that and the reason being is that the other room was the one which would provide those two elements if required. It should therefore have been selected and paid for. In addition, the room you selected was clearly identified as non-refundable at the time of booking, which does limit our ability to achieve the room type you now want. However, we have not refused to assist and have asked that the hotel inform us if a sea view with balcony becomes available since it currently is not. We have no control over that but have also suggested that we will look at an accommodation change to another property you may wish instead to meet those requirements. Under the circumstances, we do not find any lack of transparency or failure in our service to remedy the situation. To note, the room request — a top floor apartment with a sea view — made at the time of booking does not automatically entitle such since it is a request that cannot be guaranteed as our terms stipulate. Furthermore, when the sea view aspect for example could have been guaranteed by paying the appropriate greater cost and booking a Standard Apartment (Sea View), free upgrade is unlikely in high occupancy. In closing here, we are confident with our response to you via normal channels, that we have fully covered the points raised already and simply cannot be expected to cover the cost of the upgrade under these circumstances.

Betygsatt 5 av 5 stjärnor

Excellent service

Excellent service received and a holiday booking made thanks to Sam. The experience was friendly, efficient and professional, Holiday Gems will be my go to next time I look for a holiday.

13 juli 2026
Omdöme utan inbjudan
Betygsatt 5 av 5 stjärnor

Friendly staff

Sam was very friendly and helpful. She was able to accommodate our preferences and offer helpful suggestions to make our journey easier.

6 juli 2026
Omdöme utan inbjudan
Betygsatt 5 av 5 stjärnor

Excellent all around service

Excellent all around service. All staff talked to were knowledgeable and very helpful.
Phone calls replies answered quickly and well sourced.
Sam was excellent couldn't have been better
Thanks Gordon Millatt

6 juli 2026
Omdöme utan inbjudan
Betygsatt 1 av 5 stjärnor

No resolution offered despite putting in a complaint as the package wasn’t as described avoid at all costs

Contacted the customer liaison team as requested as the holiday has already ended. No response received. Paid for 5 nights, only received 4 as the flight was due to leave a night before according to their package. So not as described. So you technically lose a night.

The room had dirty hand print marks on the wall as well as broken plugs(photo evidence sent too)The mattress springs were poking my spine the entire time and made my existing spine condition worse. I’ve never seen such a knackered mattress.When I contacted the hotel,booked through hotel gems they offered a mattress topper instead of a new room or mattress. The hotel did not offer any resolution for any of the issues mentioned.

The food was also incorrectly labelled during meal times resulting in me accidentally consuming meat although I’m a vegetarian.

I was given a contact number and email from the agent herself who booked the holiday. On the day of the holiday she had made a mistake on the transfers however she never bothered to respond to the email and it’s now over.

Holiday gems have not rectified this issue despite getting in touch with them.

Also charged an extra further amount after paying to confirm the booking.

We were sent on an excursion by the hotel booked through hotelgems and the driver never turned up on the way back. I was left stranded abroad.When I called the resort they didn’t help. I would head elsewhere for your holidays

The attitude via email was also rude and offhandish once they decided to get back to me. I hope this review helps others think twice before purchasing a package from here

Complaint was not resolved and no resolution was provided though the holiday package was not as described. Avoid at all costs and choose another provider

23 juni 2026
Omdöme utan inbjudan
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Svar från HolidayGems

Hello S H and thank you for your further review. If you have contacted our post-travel team, kindly be reminded that an acknowledgment will be received within 28-days as per the process explained within our Terms. The team will be happy to assist and investigate the issues raised in due course and we welcome your patience. Regarding the number of nights at the hotel, we note that this was an online order and you therefore selected the number of nights at the hotel, along with the flight times which were then confirmed for you. For any issues pre-travel or whilst you are in-resort, contact information is provided on your booking paperwork which is not for the Sales team and we’re sorry if this was overlooked. With regards to a further amount charged after placing your online order, as explained within our previous review reply, whilst our booking system relies on live feeds from our suppliers, brokers and airlines we are unfortunately not in control of momentary price changes, fluctuations or changes in availability provided by the same and whilst the vast majority of bookings will be confirmed without issue, we, along with many other well-known Tour Operators in the market cannot be held responsible whereby these changes affect our ability to confirm travel arrangements. In your case we can see this is exactly what happened. When you make a booking with us and prior to the point of actually confirming the arrangements for you, we “ring fence” the amount from your payment method although, and critically, we do not debit your payment type and it is only held within your account until the point of us confirming your chosen arrangement and ourselves obtaining the relevant confirmation codes from our suppliers, brokers and airlines. Should we not be able to confirm your arrangements, your order is assigned to one of our sales agents who will then investigate and try their utmost to provide you with identical or near-matched arrangements and we will offer this to you. It is then up to yourself to proceed or not, with the new arrangements. If you do not wish to proceed, we cancel your order down and release the “ring fence” amount for you. Please note, our sales agent will always try to obtain the same, similar or cheaper pricing for any alternative arrangements found however, this may not be possible as once again, we are simply not in control of pricing, yield changes and availability of our suppliers, brokers and airlines. At all times, we work within strict company guidelines and always with your interests at heart.

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