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
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 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.