Holiday Gems

3.00 stars

71 Reviews

GBP silhouette


MARION's complaint against Holiday Gems




Complaint against Holiday Gems

Booked holiday through Holiday Gems (HG) end June 2017 travelling to Hurghada from Manchester 8/2/18 returning 1/3/18 staying in Sunrise (adults only) sold by Thomas Cook, Total cost for flight and hotel £2018.00 A couple of days after I booked a friend advised me that major pool renovations would be taking place on those dates. I contacted HG who denied this was the case. I contacted Thomas Cook and the Hotel on more than one occasion who both advised major pool renovations would be taking place Jan and Feb. I rang HG who advised complaints could only be handled via email.(I emailed copies of conversations with Hotel and TC). During July and Aug I continued to email HG asking for a refund (I didnt want to go to a building site). They informed me in Sep that small renovation works were taking place at the beach bar, there would be no noise and the pool would be open therefore I could not change. I contacted Thomas Cook again who once again confirmed pool closure and major renovations and I let HG know this. On 22/9/17 HG informed me that in fact there was going to be major renovations and they were offering me the Hilton Hurghada. I did not want this hotel because we needed to be in Hurghada Town. I once again asked for a refund as I was totally fed up by this time and understood that if a holiday was changed significantly you were entitled to a refund. I was told I wasnt entitled to a refund and if I cancelled I would loose all my monies paid. After several email exchanges I found a Hotel in Hurghada Centre the Bella Vista and said I would accept this instead of loosing my money (through no fault of my own). This hotel is much cheaper but they will on discount £290. I can book the Bella Vista for £300 per person with lots of companies and therefore should have a refund of over £650. Another main issue is that they don't answer emails and you cant speak to anyone in person to complain.

  • supporters 0

Holiday Gems has not yet responded

  • Comments (0)
400 characters

70 other reviews of Holiday Gems