Reviews Analysed
20
We Collect & Analyse Reviews
Holiday Gems
Experiences & Reviews
Holiday Gems is a UK travel retailer that lists and sells package holidays online and via phone-based customer service. Consumers commonly search reviews for reliability, price transparency, booking terms and how the company handles post‑booking issues or changes.
Overview & Key Metrics
Positive Sentiment
80%
Latest Review
13d
Overall Rating
3.9
Our Analysis
🎯
Service quality
Many reviews praise named advisers (Sam, Jacqui, Stuart) as helpful, professional and polite; a minority report rude or patronising staff.
Share
Strong
22%
💰
Value for money
Several reviews describe unexpected price increases after payment and high amendment fees; a smaller number note good prices or deals.
Share
Weak
11%
⚡
User experience
Booking flow and site described as easy or stress‑free by several reviewers; some bookings require manual approval but are resolved within days.
Share
Strong
10%
🔧
Product quality
A few reviews reference holiday outcomes: one positive report of a good stay, and one report of room/transfer failures and poor fulfilment.
Share
Mixed
3%
📞
Communication
Many praise clear, proactive phone contact and callbacks; others report poor explanations, pressured payment requests or lack of coordination with hotels.
Share
Mixed
22%
⭐
Overall experience
Overall impressions are mixed: frequent praise for individual representatives is offset by several detailed complaints about extra charges and service lapses.
Share
Mixed
32%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 20 verified reviews (September 2025).
Was looking for a good deal on a…
"Was looking for a good deal on a holiday package and found one. Sam was absolutely amazing as there was an issue with my booking but she went out of h..."
Alan Laing
Trustpilot
Sep 30, 2025
Featured for: Positive staff support resolving booking issue
Poor Experience With Holiday Gems
"I feel compelled to share my very poor experience with Holiday Gems. After booking a holiday package for £3,170.39, I was contacted the very next day..."
Richard Anson
Trustpilot
Sep 30, 2025
Featured for: Detailed complaint about unexplained price increase
Terrible customer service
"Due to adverse weather conditions our flight was diverted from Fnuchai to Porto Santo. Alternative hotel was arranged but there were no hotel transfer..."
William Bingham
Trustpilot
Sep 30, 2025
Featured for: Hotel room and transfer failures
Being charged extra after booking complete
"Easy to use site. Holiday booked and paid for, then to get a call to say ... " unfortunately, the price has gone up" AFTER WE HAVE PAID IN FULL. We ha..."
Robert Myles
Trustpilot
Sep 30, 2025
Featured for: Price increased after full payment
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 20 reviews
All Customer Reviews
Sources: Trustpilot (20) · Quotes shortened · As of: September 2025
A
Arezki
trustpilot.com
Sep 30, 2025
Because I have used holiday extras many…
Because I have used holiday extras many times for myself and booking...
a
andy waiting
trustpilot.com
Sep 30, 2025
Holiday gems
Lady called sam rang me to go through...
D
Dameon
trustpilot.com
Sep 30, 2025
Thankyou to Sam for phoning & helping…
Thankyou to Sam for phoning & helping through a coupl...
E
Emma Bishop
trustpilot.com
Sep 30, 2025
Extremely rude sales person called…
Extremely rude sales person cal...
s
sandra neill
trustpilot.com
Sep 30, 2025
Sam was brilliant
Sam was brilliant, taking m...
R
Robert Myles
trustpilot.com
Sep 30, 2025
Being charged extra after booking complete
Easy to use site. Holiday booked and paid for, then to get a call to say ... " unfortunately, the price has gone up" AFTER WE HAVE PAID IN FULL. We ha...
s
simon fisher
trustpilot.com
Sep 30, 2025
Un happy with amendment fee
I was more than happy with the service - until within 2hrs of me making the booking I had to amend a name. The fee for this is £178 - very very expens...
A
Alanna Slater
trustpilot.com
Sep 30, 2025
Stuart was extremely helpful &…
Stuart was extremely h...
C
Claire
trustpilot.com
Sep 30, 2025
Beware, future clients!
I still can’t imagine that, when you book and pay the full amount of a holiday with HolidayGems, you can be contacted afterwards for asking you more m...
W
William Bingham
trustpilot.com
Sep 30, 2025
Terrible customer service
Due to adverse weather conditions our flight was diverted from Fnuchai to Porto Santo. Alternative hotel was arranged but there were no hotel transfer...
E
Eliza Pearson
trustpilot.com
Sep 30, 2025
great booking experience
...
R
Richard Anson
trustpilot.com
Sep 30, 2025
Poor Experience With Holiday Gems
I feel compelled to share my very poor experience with Holiday Gems. After booking a holiday package for £3,170.39, I was contacted the very next day...
S
Steven Beaumont
trustpilot.com
Sep 30, 2025
Didn't appreciate getting a price…
Didn't appreciate getting a price online then a message to contact and being told about a price increase which w...
S
Seguilola
trustpilot.com
Sep 30, 2025
Is actually my first time using Holiday Gem I hope the experience will be great still few months left
Is actually my...
A
Alan Laing
trustpilot.com
Sep 30, 2025
Was looking for a good deal on a…
Was looking for a good deal on a holiday package and found one. Sam was absolutely amazing as there was an issue with my booking but she went out of h...
M
M Horsfield
trustpilot.com
Sep 30, 2025
As always
As always, great pri...
E
Emma Brett
trustpilot.com
Sep 30, 2025
Different but good experience
The booking experience was different, but the team helped along the way. You send your booking off as a request which is sometimes automatically appro...
r
robert
trustpilot.com
Sep 30, 2025
Just booked my holiday to corfu with…
Just booked my holiday to corfu with Jacqui , stress free, professional...
M
Michael Schuster
trustpilot.com
Sep 30, 2025
Jacqui
Jacqui was particularly helpful with her customer service which g...
F
Farouk Hussain
trustpilot.com
Sep 30, 2025
Excellent subject knowledge and willing…
Jacqui - Excellent subject knowledge and willing to answer all the questions ....
Conclusion
Reviews for Holiday Gems show a clear split: many customers praise individual advisers by name for helpful, professional support, while a number of detailed complaints focus on unexpected post‑booking price increases and substantial amendment fees. There is at least one report of significant fulfilment problems (hotel room and transfer issues), and several reviewers describe being contacted to pay more after they believed payment was complete. If you are considering a booking, confirm the final total in writing, ask specifically about amendment and name‑change fees, and retain booking references and contact names for any follow‑up. These steps reflect recurring themes in the reviews and can help clarify obligations before travel.