Holiday Gems

3.00 stars

86 Reviews

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lynda's complaint against Holiday Gems

lynda frost

10/09/2018

[RESPONDED] immediate cancellation policy ?

Complaint against Holiday Gems

I booked online, or so I thought, for an advertised holiday at a specific price.I received an email immediately (although the office was closed at the time) to advise that the holiday would be confirmed within 72 hours if available. For various reasons I needed immediate confirmation so I immediately sent an e-mail to Holidaygems cancelling the request. No searches for a holiday or administration tasks could possibly have been undertaken in the time frame. The company have charged £75 to my credit card and refusing to budge. I thought, evidently incorrectly, that because this was a distance sale that I had a cooling off period (this was cancelled immediately) but apparently the terms and conditions of cancellation negate this. Can this really be considered a cancellation within those terms ? The website itself does not make it clear that one is not actually making a reservation, but merely asking someone else to search websites which I had already done. There are many such companies who act as brokers but in general the holiday is confirmed at the time of booking. I cancelled and made an immediate booking with Jet2, which was immediately confirmed, despite this being "after office hours"

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Holiday Gems has responded

  • Comments (3)

Beryl Robins | | VERIFIED

This appears to be an online order and no payment is taken when the order is submitted. The orders processed are on a request only basis as the costs and availability are fed from cached data directly from our suppliers and/or brokers and we have no control over the content. The system automatically sends a receipt email and will automatically search and hold the services requested, if possible.

Beryl Robins | | VERIFIED

Unlike Jet2, we are agents only and not the Principal or ATOL holder and our website makes all aspects of our role and the order process very clear. Further, the cancellation policy of a cancelled order is also very clear. We regret that we were unable to assist in this instance.

lynda frost | | VERIFIED

Thank you, a perfection example of "no discretion under any circumstances. It would not be so bad if the holiday I had "booked" had been available at the offered price...but it wasn't !
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