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.
Examples from available reviews (Jan 2025 – Feb 2026).
Sam resolved an issue outside business hours, improving the holiday.
“Sam was absolutely amazing”
An unexplained additional £118 charge was taken after booking.
“told that I owed an additional £118.”
Flight diversion led to hotel mix-up and being offered one room instead of two.
“we were only offered a single joint room”
Price was increased after full payment, causing significant distress.
“unfortunately, the price has gone up" AFTER WE HAVE PAID IN FULL.”
Many reviews praise named advisers (Sam, Jacqui, Stuart) as helpful, professional and polite; a minority report rude or patronising staff.
Several reviews describe unexpected price increases after payment and high amendment fees; a smaller number note good prices or deals.
Booking flow and site described as easy or stress‑free by several reviewers; some bookings require manual approval but are resolved within days.
A few reviews reference holiday outcomes: one positive report of a good stay, and one report of room/transfer failures and poor fulfilment.
Many praise clear, proactive phone contact and callbacks; others report poor explanations, pressured payment requests or lack of coordination with hotels.
Overall impressions are mixed: frequent praise for individual representatives is offset by several detailed complaints about extra charges and service lapses.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (18) · Quotes shortened · As of: February 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 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.