Reviewers often credit frontline staff with fixing booking problems and finding good options. Many describe a smooth online booking process and clear website details. Phone contact issues come up repeatedly, including slow callbacks and dropped calls. A few unresolved contact problems align with the lower ratings.
Examples from available reviews (Dec 2021 – Feb 2026).
Mercury staff rebooked their holiday and alleviated their concerns.
“Mercury staff were excellent in all respects to rebook our holiday and alleviate our concerns”
Holiday was generally good but phone contact and pickup caused problems.
“not available or cutting off while dialling.”
Online experience was good but a previous complaint remains unresolved.
“I’m still waiting for you to deal with a complaint from another Holiday that we had in January.”
The booking process was efficient and straightforward.
“Booking process was efficient and straightforward.”
Staff performance stands out as the strongest positive theme. Several reviewers name specific agents and point to clear actions, such as rebooking holidays and arranging upgrades. Many say staff handled booking calls efficiently and left them feeling confident.
Reviewers link good value to competitive hotel prices and staff who helped find deals. Customers say the options felt affordable and that agents secured favourable prices. Value comments often appear alongside praise for service and an easy booking journey.
The website and online booking flow get steady praise for being clear and fast. A small number mention difficulty when adding a second traveller by phone. Overall, the digital tools come across as straightforward and helpful for completing bookings.
Feedback on the holidays themselves is mostly positive, with trips described as having "gone well" or meeting expectations. Fewer reviews focus on the overall holiday experience than on service or communication, but the tone stays favourable. Longstanding customers say problems while travelling are rare.
Phone responsiveness is the main recurring complaint. Several reviewers mention slow replies, calls dropping, or staff who did not fully meet their requests. Some say the issue was resolved after follow-up, while at least one reviewer still has an unresolved complaint.
Reviews mainly show high satisfaction driven by supportive staff and an easy-to-use online booking process. The lower scores cluster around contact problems and poor call handling. The biggest split is between many five-star accounts of service and a small number tied to communication breakdowns.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Holiday was generally good but phone contact and pickup caused problems.
“not available or cutting off while dialling.”
Staff were very helpful and sorted my booking.
“Very helpful and sorted my booking”
Mercury staff rebooked their holiday and alleviated their concerns.
“Mercury staff were excellent in all respects to rebook our holiday and alleviate our concerns”
All went well with the holiday.
“All went well”
Initial response was slow but the operator handled the matter efficiently.
“took a while for the operator to get back to me”
Staff were very efficient and provided helpful, wonderful service.
“Very efficient and helpful.”
Service was helpful and the price was great.
“Helpful and great price”
Shauna was helpful, clear about what was included, and found a good deal.
“Shauna was very helpful, clear about what was included”
Initial telephone response was slow.
“Slow to respond to my initial telephone call.”
Online experience was good but a previous complaint remains unresolved.
“I’m still waiting for you to deal with a complaint from another Holiday that we had in January.”
The booking process was efficient and straightforward.
“Booking process was efficient and straightforward.”
Booking was easy with useful information and affordable holiday choices.
“booking process was very easy, with lots of useful information”
Justin understood requirements and gave confidence to complete booking.
“He understood my requirements and gave me confidence to make the booking.”
First impressions were very good after Perry quickly arranged flight upgrades.
“Perry quickly arranged for me.”
The website was helpful and easy to use.
“A website that was helpful to use.”
Details were clear but adding a second traveller was confusing on phone.
“couldn't add the details of the second traveller until trying to submit.”
Longtime customer; always helpful and no problems experienced.
“never had a problem always helpful if you need to contact them.”
Hotel was good and offered competitive pricing.
“Good Hotel with competitive prices”
Staff sorted everything and secured the desired deal.
“Sorted everything out for me and got me the deal i wanted.”
Katie was competent and made booking easy and pleasurable.
“Katie was extremely competent”
I booked a wonderful package on Mercury Holidays. I was very happy to hear that everything was going to be as promised, but my happiness ended there. After the first attendant answered all my inquiries with just a few words, I realized that they didn't go out of their way to accommodate me. The second attendant was no better, and I had no choice but to contact another company because time was slipping away. I would have saved myself a lot of stress if I had read the reviews on Mercury Holidays before booking them for my vacation. I WOULD RECOMMEND THIS COMPANY ONLY TO THE DEVIL.
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.
Mercury Holidays is a UK travel company selling package holidays and flight-inclusive breaks. Its public website shows hotels, flight choices, and prices, and it takes bookings online or by phone. Customers can search destinations, compare accommodation details, and complete purchases through the booking engine. The site also lists contact details and booking terms for post-booking questions.