Holiday Gems

3.00 stars

69 Reviews

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Steph's complaint against Holiday Gems

Steph Dennett

11/10/2018

[RESPONDED] Kicking myself

Complaint against Holiday Gems

Wish I’d seen this site before booking with this company, pretty much the same scenario as everyone else on here - called me day after booked to say the prices had gone up by £170, girl had a look for something else but nothing came up so I reluctantly said I would stick with the original holiday aware that I would incur £75 charge for pulling out. I had a look on jet2 today found the exact same holiday £65 cheaper but also included luggage allowance and the airport was much closer to home - I rang the number from which I was called the day before and thelady I spoke to said nothing could be done as all the flights and holiday had been booked, I said I hadn’t had confirmation and she said it doesn’t matter as the girl I spoke to would have given all the details over the phone, I wasn’t told about luggage allowance and I’m not sure what times my flights are, the lady gave me a number to contact I tried several of the options to speak to someone and spent 40 mins on hold with no joy- to be fair, I would have been happy about paying the extra had the flights been from the closer airport, the fact they are a broker and couldn’t find the cheaper deal for me says it all - I’ve learned a valuable lesson from this and just hope the holiday I end up with isn’t as poor as the process of getting it set up

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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,

Beryl Robins | | VERIFIED

Once orders are received by our office, should we not be able to honour the booking at the web price we will call the client to offer any suitable alternatives which is then up to the client to accept or not. No payment is taken until our client agrees to the new costs. A pre-authorisation only is held, and released immediately if no booking is confirmed

Beryl Robins | | VERIFIED

A £75.00 charge is only made if an order which can be booked as requested is cancelled.
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