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Holiday Gems Complaints & Reviews
Complaints, Review, Comparison
Read reviews of Holiday Gems, share your experience and resolve your issue. Rate Holiday Gems for value and service, and compare Holiday Gems with other companies. Have you got a complaint about a company or service? Write to us and publicise your issues. Scroll down to read our selection of your complaints and reviews about Holiday Gems below. |
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Your Holiday Gems Reviews
Tony King: 1/5 Stars 11/01/2020 Avoid HQ29173 ref....for the benefit of Holiday Gems Booked an adults only hotel in Dom rep last may for September 2019 After phoning rather than use the online method, 4 of us spoke to an unnamed person via loudspeaker phone just to make sure we crossed all the 't's and dotted the 'i's All seemed ok untill we arrived at the hotel in Bayahibe, Dominican Republic. We arrived at the hotel we booked the Catalonia Royal, 5 star modern adults only , only to find Holiday Gems had booked and paid the inferior 4 stat Catalonia Dominicus next door, even though our vouchers clearly stated the Royal. We had to pay $70 per room for the first night to stay in the hotel we had already paid for. In the morning a call was put through to Holiday Gems and one of our party spoke to an unnamed person who basically said .....not our problem. After trying to contact them again on there customer service number and emergency contact number there was no one picking up the phone after approx 1 hour of continuous ringing. We were left with 2 options, either pay approx $1000 per room for the holiday or reluctantly get downgraded. We weren't prepared to pay again for the same hotel. E mails then thick and fast between us and HG. We were told by HG pay and keep receipts, when asked will this be refunded when we get home they said.....there's no guarantee....we have all this on e mail. We reluctantly stayed in the inferior hotel, construction work was abundant after day 8 we arrived back from one of our dive trips to find the only pool empty and boarded off....photo and video evidence is available, again more e mails to HG....not our problem. Once home we put in valid complaint with all evidence......we then we're directed to an unnamed person in customer liaison. She basically wasn't interested. Along with our complaint we then instructed our credit card company to open a section 75 claim under the consumer credit act. Only when we started this did Beryl in HG start to take notice. Our credit card company found in our favour of a partial refund, yes we had flights and private transfers.....but not the hotel we booked and paid for. The ATOL certificate they issue is only valid for flights....not accomodation. They claim although not ABTA registered they abide by there standards. This is untrue. They claim on there web site to abide by the EU directive 2018 package holiday regulations....again untrue.. As for compensation, we have only just managed to get back the difference in cost between the hotels, 4 months it's taken. We were entitled to take them to court for compensation for loss off amenities, disruption and so on. That would take about 3 months and by writing this review this would have jepadised our case. I have also sent a report into trading standards as there descriptions of both hotels is totally inaccurate, this has been successfully logged. Would I use them again.....no....would I recommend them ...no. in the next few weeks I will be trying to get this true story into the tabloid press, before people start thinking about booking future holidays. Please read review sites, pay by CC and if you don't get what you paid for action a section 75 with your card company, collect evidence. I will be posting on an Advisor site that deals in Trips under holiday gems when home from this trip, pictures and videos will be posted. After this was reported to trustpilot I have now edited the names out of the members of staff who were of help/ no help. The context of this review is true Holiday Gems has not yet responded. Jade Wallis: 1/5 Stars 21/11/2018 False advertisement I booked a holiday with this company on live with the price online put my card details in etc then to be rang the following day saying it’s gone up and we have to pay more, this is disgusting to be getting excited for a holiday to then have to pay more money. Your company is advertising false prices which is wrong! Holiday Gems has not yet responded. READ MORE: Shopping Guides & Tips | How to Avoid Scams & Online Shopping Problems |
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Elena D’Orta: 1/5 Stars 01/03/2019 Very poor customer service Me and my partner decided to book an holiday in Lanzaronte for few days and we booked and payed an online deal on holiday gems. The price on line was £375.50 all inclusive of flight, hotel and return transfer from airport to the hotel. The same day I’ve been contacted from an agent to confirm my booking and she told me that since this were not live prices in the mean time the price of the flight went up of £66.50 so I had to pay the difference. We went trough different options to see if I could have saved some money but at the end I agreed to pay the difference to finalise my booking. So the total ammount payed from me was of £445.50. After a wile I received by email the tickets of the transfer and I noticed that there was just 1 ticket made from the airport to the hotel and no return. So I called the agency to ask why and another agent told me that they were having problems with the website of the transfers since was crushing and I had nothing to worry about. He assured me that by the day after I would have received all the right documents. And so it was. The day after I received all my documentation of the booking but not only the return transfer was not booked, the biggest surprise was that the invoice was of a total of £728.82! I was shocked so I called immediately the agent to undestand what was going on. Needless to say that I called 3 times the agent in a week wihch every time appeared to be off work or on the phone so I could’t speak with her. Other agents took my case and my phone num and they told me that the person was going to call me back ASAP. I also called cutomer service 3 times and all the times I’ve been told that they were going to send an email with my case to the agent and that they were going to call me back. After 1 week I have not received a call or not even an email. I have on my bill almost £300 more than what we agreed on the phone and I have no idea why because no one could explain me what happened. No money have been taken from my card but I’m afrayd that they will claim this difference back at some point and I have no intention to pay not even a penny more. I’m still waiting for someone to came back to me on this. And definitely all this ruined my holiday. Holiday Gems has not yet responded. Mary Grayson: 1/5 Stars 22/04/2019 AVOID AT ALL COSTS My husband booked a holiday to turkey for Sept 2019 Whilst i was a work i got a message when i got home to say call holiday gems there is a problem with the flights and that they were no longer available from Gatwick Spoke to call taker and he was very arrogant trying to push to book to go on the Sunday why cant i go on a Sunday I argued back I cant do this as this is booked around work dates and not flexible. I then said i could go from Stanstead on the 28th of Sept which was the date i wanted in the first place he said that is fine he can do that, anyway a couple of days later i checked my email and was horrified to discover he has booked the 2 of us on a flight for the Friday the 27th of Sept which is the day before. I've emailed the complaints dept I called to talk to the person i booked the holiday with and was advised i would get a call back Good friday from this person still waiting for this to happen. Luckily I've booked this on a credit card and can supply the evidence that is needed to get the credit back. I feel conned and let down by this company. please do not use this company. Holiday Gems has not yet responded. CLICK HERE: You could save up to £497 on your energy bills by switching your supplier| COMPARE ENERGY QUOTES NOW |
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Janet Young: 1/5 Stars 21/05/2019 Refund I booked on the 13th March 2019 and paid £745 off the holiday 16 days later due to extremely horrible circumstances beyond my control I emailed this company to ask could they transfer the holiday over to another destination as we wouldn’t be able to travel to Egypt. At least 8 emails later and no reply, due to my disability I struggle on the phone trying to put my thoughts into words so email is a better option for me as it’s embarrassing. So tonight I thought I’d have to ring them as I’d already missed out on the holiday we wanted so now I want a refund, imagine my surprise when I went through all the options, picked the Complaints button only to be told I wouldn’t even get a real life person to speak to!!!! Put it in writing it says, or email us it says, well I have 9 times now. Will I actually get a response this time? They better not even try and say oh it’s been nearly 8 weeks, because I save everything I send. Furious is an understatement Holiday Gems has not yet responded. CLICK HERE: Compare the cheapest insurance quotes | Save money on your insurance bills |
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