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
Consistently great prices and an easy booking process.
“great prices and easy to book”
Booking was reviewed and approved within three days with personal touch.
“My holiday in Turkey was fabulous and I’d definitely use Holiday gems again.”
Booked to Corfu; Jacqui made the process stress-free and professional.
“stress free, professional process”
Jacqui's helpful customer service gave confidence to complete booking.
“Jacqui was particularly helpful with her customer service”
Jacqui had excellent knowledge and was polite and supportive.
“Excellent subject knowledge and willing to answer all the questions”
Confusing communications, unexpected price increase and unclear charges.
“Not aware I was booking with Holiday Gems as the original site was Love Holidays.”
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.”
They requested an additional payment after booking and charged again.
“They then took a further payment from MY car with my boyfriends permission!”
Found identical holiday cheaper elsewhere; small increase still left it cheaper.
“The only negative was the price increased by £52”
Company resisted cancelling and refused to refund £854.
“refusing to refund it”
Return transfer didn't arrive and Holiday Gems failed to secure a refund.
“My return transfer didn't show.”
Stuart provided excellent service with swift, clear communication and smooth arrangements.
“Stuart provided very good service.”
I was served by Sam and had an excellent experience.
“an excellent experience.”
Martin phoned to confirm booking details and the reviewer was pleased.
“it was great for the Martin to telephone us and confirm all the details.”
Edward was very helpful with the holiday booking.
“Was very helpful with the holiday I booked thank you Edward”
Martin called promptly and quickly resolved a small booking issue.
“he sorted it very quickly for me!”
Stewart was amazing, so the reviewer always books holidays with him.
“Stewart was amazing 😻”
Sam was extremely helpful on the phone and arranged a price match.
“Sam was extremely helpful on the phone.”
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.