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Holiday Gems
Reviews & Experiences

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.

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Overview & Key Metrics

Review count
20
Sources
trustpilot.com
Last updated
October 2025

What reviewers often mention

🎯

Service quality

Many reviews praise named advisers (Sam, Jacqui, Stuart) as helpful, professional and polite; a minority report rude or patronising staff.

💰

Value for money

Several reviews describe unexpected price increases after payment and high amendment fees; a smaller number note good prices or deals.

⚡

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.

🔧

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.

📞

Communication

Many praise clear, proactive phone contact and callbacks; others report poor explanations, pressured payment requests or lack of coordination with hotels.

⭐

Overall experience

Overall impressions are mixed: frequent praise for individual representatives is offset by several detailed complaints about extra charges and service lapses.

All Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Showing all 20 reviews

All Reviews

Sources: Trustpilot (20) · Quotes shortened · As of: October 2025

A
Arezki
trustpilot.com Sep 30, 2025

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 through a coupl...

E
Emma Bishop
trustpilot.com Sep 30, 2025

Extremely rude sales person called…

s
sandra neill
trustpilot.com Sep 30, 2025

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 &…

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 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

A
Alan Laing
trustpilot.com Sep 30, 2025

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, 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 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

Jacqui - Excellent subject knowledge and willing to answer all the questions ....

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Sources and methodology

This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.

About Holiday Gems

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.