Many customers single out agents by name for fast, helpful phone support that makes booking easier. Several reviews mention price rises, added charges, or large amendment fees after paying. Some travellers describe major failures, including missed transfers, hotel overbooking, and refunds they say were wrongly refused. Most find the online booking process simple, though some had to call after glitches.
Examples from available reviews (Jan 2025 – Mar 2026).
Sam provided excellent, swift, no-fuss service.
“Sam was excellent, swift with no fuss”
Poor admin led to missing return seats and an inadequate refund.
“no seats booked”
Prices increased after reservation within minutes, causing frustration.
“The price increases after make reservation”
No transfer met us; family stranded late at night and paid for taxi.
“we were left stranded in a foreign country at close to midnight.”
Reviews often praise agents such as Sam, Stuart, Martin, and Jacqui for quick, informed, polite help. Another set describes serious breakdowns, including missed transfers, seats not booked, and unhelpful handling of cancellations. Named-staff praise appears most, but the negative cases include the most serious failures.
Several reviewers say prices went up or they were asked to pay more after booking was completed. Others point to high amendment fees and unexpected charges they describe as substantial. A smaller group still says they found good deals and competitive prices at the time of booking.
Many customers call the booking process quick and straightforward, especially by phone. Some ran into online glitches that then took long phone calls to fix. When issues came up, staff support often made the difference in completing or correcting the booking.
Product complaints mainly involve transfers and hotel allocations: missed return transfers, a diversion that led to room shortages, and one report of an unsafe driver. These issues appear less often than service praise but carry bigger consequences. Other product topics show up only occasionally.
Many comments highlight clear, reassuring phone updates and personal follow-up from named agents. Several reviews mention confusing information about where a booking was made, surprise charges, and weak explanations after booking. Positive communication comes up frequently; failures are less common but often tied to price and service disputes.
Reviews split between many five-star stories about supportive staff and some one-star accounts describing travellers left stranded and money disputes. Outcomes vary sharply depending on whether problems arise and how they get handled. Resolution often depends on which staff member takes the case.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (18) · Quotes shortened · As of: March 2026
Sam explained details, setting expectations and easing planning.
“Just had a lovely chat with Sam, everything is set for our get away.”
Martin was friendly, polite and explained everything.
“Friendly, polite and explained everything.”
Martin was helpful, polite and tailored the holiday to my needs.
“Martin was very helpful and polite.”
Booking was easy and the service was professional thanks to Sam.
“Very professional easy to book big thanks to Sam”
Martin made the booking easy and straightforward for next year's holiday.
“He made the whole experience easy and straightforward”
Sam was friendly and helpful; the company offers reasonable prices.
“Sam was very friendly and helpful.”
Poor admin led to missing return seats and an inadequate refund.
“no seats booked”
Sam, the call handler, was fantastic and extremely helpful.
“Sam was fantastic extremely helpful”
Sam handled a last-minute booking quickly and efficiently.
“Great experience, quick and efficient no language barriers!”
Helpful, down-to-earth service; a previous holiday was satisfactory.
“Very helpful and down to earth.”
Sam arranged a last-minute getaway within minutes, very professional.
“Sam sorted this out within minutes for me”
Sam provided excellent, swift, no-fuss service.
“Sam was excellent, swift with no fuss”
Stuart provided excellent service and is recommended.
“Excellent service from Stuart at Holiday Gems”
Stuart called, sorted the holiday and explained requirements helpfully.
“Stuart was amazing he called me and sorted my holiday”
Stuart went above and beyond and was extremely helpful.
“Stuart went above and beyond to help”
Typically finds great deals; Sam resolved a recent problem professionally.
“always manage to find a great deal”
Sam was happy and knowledgeable during the call.
“It was a delight speaking with Sam today”
Stuart organised everything and met all requirements; payment plan useful.
“Stuart organised everything for my annual holiday booking.”
Stuart was great and provided excellent service.
“Stuart was great!”
Online booking experienced a glitch, requiring lengthy phone follow-up.
“booking had failed to through due to a glitch”
Prices increased after reservation within minutes, causing frustration.
“The price increases after make reservation”
Unsafe and distressing transfer experience with an unprofessional driver.
“drove at speed, whilst using his phone for most of the journey.”
Transfers were unreliable; return transfer didn't show, so taxi paid.
“for return, didn't show up.”
Hotel was overbooked after money taken; refund and cancellation were confusing.
“that hotel has over booked now”
Price changed after booking; cancellation incurred a large fee.
“The price online was amended after booking”
Repeated bookings for family and friends received excellent service.
“each time the service was excellent.”
A representative called and was polite and helpful.
“All OK very polite”
Sam phoned and helped with details, proving very helpful.
“you truly are an asset to holiday gems.”
A salesperson called Martin was extremely rude and patronising.
“Extremely rude sales person called Martin . Patronising. Awful.”
Sam took my call and was brilliant and professional.
“Sam was brilliant, taking my call.”
Price was increased after full payment, causing significant distress.
“unfortunately, the price has gone up" AFTER WE HAVE PAID IN FULL.”
A £178 amendment fee was charged two hours after booking.
“The fee for this is £178 - very very expensive”
Stuart provided extremely helpful and professional service.
“Stuart was extremely helpful & professional.”
They contacted me after full payment to ask for more money.
““the published price was not exactly correct”.”
Flight diversion led to hotel mix-up and being offered one room instead of two.
“we were only offered a single joint room”
The booking experience was great and straightforward.
“great booking experience”
An unexplained additional £118 charge was taken after booking.
“told that I owed an additional £118.”
Price increased after booking, though it was quickly resolved.
“price increase which was then higher than a competitor.”
This is actually my first time using.
“Is actually my first time using”
Sam resolved an issue outside business hours, improving the holiday.
“Sam was absolutely amazing”
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.
Holiday Gems is a travel booking company that organises package holidays, flights, hotels, and airport transfers. It takes bookings online and by phone and offers payment options including deposit plans. Holiday Gems handles reservations, works with third-party suppliers, and issues travel documents. Customer service teams confirm booking details, make changes, and process refunds when needed.