Holiday Gems

3.00 stars

86 Reviews

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Elena's complaint against Holiday Gems

Elena D'Orta

01/03/2019

Very Poor customer service

Complaint against Holiday Gems

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.

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