Holiday Gems Reviews

You obviously have no idea what you are talking about. Yes there were 2 completely separate bookings. We had no problems with the first booking and went on the holiday in June. It was the 2nd booking in August which there was the double card payment taken. You are lying when you say that the refund was within 3 days. Have another look and stop pretending you are fantastic when you are not. Your sales assistants are rubbish so are your customer service staff. One of them even accused me of lying to her that you had taken 2 payments when I had it on a bank statement in front of me! Check your records it took nearly 2 months to get the refund. Even when you finally agreed that you had made a mistake and promised me that I would have it back in my account within 3 days it took nearly 3 weeks. I did complain many times and I was promised your account department would phone me.... Well I'm still waiting. Yes you did get us home but it ruined the holiday and took many phone calls from me to get another flight. When I phoned the after sales number from egypt I was put on hold for 20 mins. Your member of staff then said there was nothing she could do and transferred me, another hold of 5 mins, to I don't know who , who said they had never heard of Holiday Gems! When I explained that she must do as I had been transferred internally she asked me to put the phone down and IF she could find anything out about my holiday company she would phone me back. Luckily an hr later she did. But how do you think I felt? You can twist your mistakes and incompetency any way you want to make yourself look better, but it is what it is. You are RUBBISH

No you wouldn't would you because it's all true and there's nothing you can say. Isn't it a shame you have such a high opinion of yourselves that you don't wish to retain returning clients.

Further to the above I would like to add that just before we went on the holiday I rang Holiday Gems to check that we had received all of our paperwork. I was told by the very helpful girl on the other end of the phone that our accommodation vouchers were now with another company, which we hadn't received. If I hadn't phoned I don't know what would have happened when we arrived at our hotel. Surely it's your responsibility to tell your customers this and surely you should send the correct paperwork. Someone was supposed to look into this but I have heard nothing further. Also, when booking the holiday I wanted to go for two weeks but as the holiday was advertised on the newspaper for one week only I was told that I would have to pay double the amount. As no airfare was included for the second week how is that fair?