Holiday Gems Commentaires

Hello, many thanks for your review and we’re sorry you feel we did not meet expectations. Firstly and in order to explain, whilst our booking system relies on live feeds from our suppliers, brokers and airlines we are unfortunately not in control of momentary price changes, fluctuations or changes in availability provided by the same and whilst the vast majority of bookings will be confirmed without issue, we, along with many other well-known Tour Operators in the market cannot be held responsible whereby these changes affect our ability to confirm travel arrangements. In your case we can see this is exactly what happened. When you make a booking with us and prior to the point of actually confirming the arrangements for you, we “ring fence” the amount from your payment method although, and critically, we do not debit your payment type and it is only held within your account until the point of us confirming your chosen arrangement and ourselves obtaining the relevant confirmation codes from our suppliers, brokers and airlines. Should we not be able to confirm your arrangements, your order is assigned to one of our sales agents who will then investigate and try their utmost to provide you with identical or near-matched arrangements and we will offer this to you. It is then up to yourself to proceed or not, with the new arrangements. If you do not wish to proceed, we cancel your order down and release the “ring fence” amount for you. We also note in your case, you decided to proceed with the alternative and your payment type was therefore debited. Please note, our sales agent will always try to obtain the same, similar or cheaper pricing for any alternative arrangements found however, this may not be possible as once again, we are simply not in control of pricing, yield changes and availability of our suppliers, brokers and airlines. At all times, we work within strict company guidelines and always with your interests at heart. We would also like to mention that further details of the aforementioned are listed throughout the website in our Terms and Conditions to which you duly ticked when you made your online order with us. This includes the Clause 20 which states in point 9. When you make a booking online or through our telephone booking service and/or make any further payments on-line including your balance, you will be subject to an administration fee of £4.95 and we are sorry you feel this is unclear. In closing, we hope the above explanation and facts helps you understand the situation which gave you cause to issue a negative review and on balance, once you have had time to digest the above, we would appreciate any amendment you could make to your review which would then be reflective of the promised service level and experience you had with us.