Not informed of reference number to put passport info in, no basic communication, hotel closed…
Not informed of reference number to put passport info in, no basic communication, hotel closed when we got there, no bus tour tickets received as promised, badly organised break with no info supplied.
Holiday Gems
Holiday Gems
12 years ago
The city tour voucher issue is being investigated and we shall respond privately. We apologise for any inconvenience that may have been caused. However, for clarity on the other issues, the airline reference would have been shown on the 'flight plan' sent to you on 02 November 2013. We have not received a complaint regarding the hotel being closed and would require an email to customerliaison@holidaygems.co.uk so that the matter may be addressed with our suppliers as we have no previous knowledge of this being the case. You would have been in receipt of the voucher issued by our suppliers which clearly indicates that the booking was confirmed.
Client de confiance
12 years ago
All correspondence sent on 2nd Nov rechecked and as we stated before no reference number appears on any documents sent from holiday gems, had to phone holiday gems a few days before holiday to receive reference number
Holiday Gems
Holiday Gems
12 years ago
According to the notes on your booking the flight plan was sent. However, if this was not received we sincerely apologise for any inconvenience caused.
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Partager
Client de confiance
Vérifié par Feefo
12 years ago
This is the 3rd time I have used holiday gems, good service every time.
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Partager
Client de confiance
Vérifié par Feefo
12 years ago
Robbie Roberts was very efficient and helpful with my booking.
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Partager
Client de confiance
Vérifié par Feefo
12 years ago
Carole my advisor was really helpful
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Partager
Client de confiance
Vérifié par Feefo
12 years ago
rather a lot of e-mails and paperwork though it would be better if it could…
rather a lot of e-mails and paperwork though it would be better if it could be consolidated.
Holiday Gems
Holiday Gems
12 years ago
Thank you for your constructive input.
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Partager
Client de confiance
Vérifié par Feefo
12 years ago
so far everything is ok took a while to receive confirmation email but other wise…
so far everything is ok took a while to receive confirmation email but other wise good service
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Partager
Client de confiance
Vérifié par Feefo
12 years ago
Robbie was a very helpful and understanding young man.
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Partager
Client de confiance
Vérifié par Feefo
12 years ago
I would like to give a big thank you to Agent 142. Rachel gave me a…
I would like to give a big thank you to Agent 142. Rachel gave me a great deal of help in arranging this holiday with you. I have already done one cruise holiday with you and enjoyed it very much....
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Holiday Gems
Holiday Gems
12 years ago
Thank you for such great feedback, especially as a returning client. We shall pass this on to Rachel and her manager.
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Partager
Client de confiance
Vérifié par Feefo
12 years ago
everything so far has gone smoothly.
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Partager
Client de confiance
Vérifié par Feefo
12 years ago
Agent was helpful but after discovered that you have to book their cancellation insurance within…
Agent was helpful but after discovered that you have to book their cancellation insurance within 48 hours, however they don't tell you this and would not offer it after this time. Then they send...
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Holiday Gems
Holiday Gems
12 years ago
Thank you for your comments. However, the agent's email categorically stated that cancellation protection for the accommodation should be taken up to 24 hours after booking. The website gives no timeframe in this regard. We regret that this has caused some confusion but trust that this has been clarified.
Client de confiance
12 years ago
I agree the email states within 24 hours HOWEVER, your Final Extras -Save Even More document CLEARLY STATES WITHIN 4 DAYS! How do you explain that then? And why has no manager called me back about this? Seriously, really, really poor service. Don't bother booking with them if this is how the booking process starts, I have my fingers crossed that nothing goes wrong with the £3k holiday we gave booked. God help Holiday Gems if it us less than perfect.
Holiday Gems
Holiday Gems
12 years ago
Thank you for your additional comments. It would appear that you initially asked for a cooling off period, which unfortunately does not apply to travel, and then cancellation costs. Unfortunately, then we were unable to apply the cancellation protection as this would be similar to taking car insurance after having an accident. we trust that this clarifies the issue and that your holiday will be all that is expected.
Client de confiance
12 years ago
No it does not clarify the issue. You just reply with generic answers. You have still not addressed my query as to why you contradict yourselves with regards to the cancellation insurance. Why does an email from your company state it must be taken within 48 hours and other paperwork from you states within 4 days? Simple question, only needs a simple answer from you.............
We specialise in finding the best deal for you - whether you are planning a family holiday, time away with friends or a couples-only getaway. We take away the hassle of searching for the ideal trip and do it for you.
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Nous vérifions que les avis proviennent de clients authentiques en les associant à une vente ou à une transaction. Les personnes ne sont invitées à laisser un avis qu’après avoir effectué un achat auprès de l’entreprise.
We specialise in finding the best deal for you - whether you are planning a family holiday, time away with friends or a couples-only getaway. We take away the hassle of searching for the ideal trip and do it for you.
