Reviewers repeatedly praise Newmarket Holidays staff and how easy it is to book. Guides also draw frequent compliments for their knowledge and enthusiasm. Several reviewers point to poor hotel standards and rushed or poorly handled on-tour logistics. A smaller number mention slow refunds and limited help at the airport.
Examples from available reviews (Dec 2021 – Feb 2026).
First booking was straightforward with caring support from Kate.
“Kate made the booking process so very straightforward.”
Musa patiently guided me through the online payment process.
“Musa was very patient and guided me through the online payment process - thank you”
Unwelcoming, dated hotel lacking basics and room cleaning.
“Room Accommodation was very Unwelcoming at Cerise Residence Hotel”
Poorly organised Amalfi trip with sketchy itinerary and mismanaged tours.
“Avoid at all cost”
Many reviews mention specific advisors and describe booking help as patient, efficient, and supportive. Staff often sent confirmation documents quickly and helped adjust itineraries in practical ways. A few reviewers say compensation or follow-up support after travel took too long.
Some reviewers highlight smoothly run itineraries and excellent accommodation on certain trips. On other breaks, repeated hotel issues and long transfers lowered the sense of value. The strongest negatives describe trips where organisation or facilities fell short of expectations.
Customers describe the online booking process as simple, with a handy pause-and-return option. Several on-tour comments praise the guides and the pace, while others mention rushed schedules and hotels so far out that sightseeing became a slog. Many people also use phone calls to confirm itinerary details.
Multiple reviews point to poor hotel standards, tired rooms, and cleanliness problems at some properties. Guides and local hosts often get credit for lifting the overall experience. Most product-related complaints focus on accommodation and basic facilities.
Reviews often praise named staff for clear, patient help with payments and questions. For some, a call to the centre cleared up conflicting information shown online. Direct contact also settled booking and deposit queries quickly.
Most feedback highlights strong service from staff and enjoyable guided tours. Problems with accommodation, pacing, and parts of the logistics led to lower ratings for others. Overall, reviewers separate staff-led positives from property and operational drawbacks.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Fantastic India holiday; saw tigers and had an informative guide.
“We were very lucky and saw tigers up close.”
Musa patiently guided me through the online payment process.
“Musa was very patient and guided me through the online payment process - thank you”
Booking was easy and quick, with helpful human contact.
“We haven’t had the holiday yet, but the booking was really easy.”
Musa was helpful, knowledgeable and patient during booking explanation.
“Must was very helpful, knowledgeable and patient.”
Website easy to use and booking can be paused conveniently.
“The website is easy to use and the booking process was simple.”
Rep Zoe was knowledgeable and helpful throughout.
“Zoe your rep was knowledgeable and helpful”
I received excellent assistance from Jerry.
“excellent assistance from Jerry”
I received helpful, friendly advice from staff.
“Helpful friendly advice”
Lovely Krakow trip with well-paced itinerary and helpful Bev.
“Just back from a lovely trip to Krakow.”
Helpful booking assistance with prompt confirmation documents.
“Very helpful in arranging booking. Confirmation docs arrived promptly.”
First booking was straightforward with caring support from Kate.
“Kate made the booking process so very straightforward.”
Helpful, friendly advisor gave confidence to use them again.
“Really helpful and friendly advisor. Never used them before but will definitely in the future”
Neil provided good holiday advice and support.
“Neil is a good holiday advisor”
Staff were always helpful and efficient.
“Always helpful and efficient”
Kate Bartalo provided warm, friendly and efficient service.
“Kate Bartalo was warm, friendly and efficient.”
Everything from brochure to booking went smoothly.
“From receiving my brochure to booking my break every thing went smoothly”
Complex existing arrangements were listened to and accommodated.
“I was listened to and my complicated existing arrangements were accommodated into the new holiday.”
Representative was efficient and communicated well.
“Very good customer service.The representative was efficient and a good communicator.”
Booking agent was helpful, patient and informative.
“The lady who dealt with my booking was so helpful, patient and informative with my questions to enable my to book by holiday.”
Reviewer rated their experience as excellent.
“Excellent!”
Staff member Musa was patient and helpful.
“MUsa was very patient and helpful”
Mostly excellent USA holiday with helpful staff and good hotels.
“Our holiday to the USA was amazing.”
Website information was slightly contradictory but telephone clarification was excellent.
“excellent response when I rang for clarification”
Danielle provided excellent service and simplified the booking process.
“Danielle was excellent, made me feel valued as a regular customer.”
Unwelcoming, dated hotel lacking basics and room cleaning.
“Room Accommodation was very Unwelcoming at Cerise Residence Hotel”
Well organised Switzerland trip made special by enthusiastic guide Wendy.
“she was professional, enthusiastic from the start”
Challenging, rushed Albania tour with inadequate pacing and guide support.
“Everything was too rushed.”
Exceptional holiday and outstanding guide Wendy made it unforgettable.
“Wendy our guide was a breath of fresh air.”
Representative Danielle was helpful and made booking straightforward.
“The rep, Danielle, from Newmarket Holidays was excellent.”
Guide Wendy excellent but hotel facilities and room comforts were disappointing.
“The hotel Roc & Neige, does leave a lot to be desired”
Musa promptly confirmed deposit transfer with charm and efficiency.
“Musa answered my query quickly, efficiently and with charm,”
Generally superb trip but inadequate airport assistance for elderly passenger.
“Main criticism was at the airport not enough consideration was given”
Excellent Albania tour with beautiful scenery but physically demanding pace.
“Excellent tour of Albania”
Remote hotel made Bergen visit tedious; otherwise well organised with good food.
“The trip to Bergen was tedious - 8.5 hrs travel for only 3.5 hours in Bergen.”
Handled extremely professionally and friendly, particularly by Ella Spillane.
“Dealt with extremely professionally, efficiently and friendly, especially by Ella Spillane.”
Lorraine provided polite, patient and relaxed customer service.
“what a lovely polite and patient lady she was”
Great scenery and guide, but hotel accommodation was poor.
“The hotel Roc et Neige in my opinion was a very poor accommodation.”
Poorly organised Amalfi trip with sketchy itinerary and mismanaged tours.
“Avoid at all cost”
Representative Fiona was professional, helpful and a great ambassador.
“Huge thanks to rep Fiona (in Balestrand, Norway) who was so professional, so helpful and so approachable.”
Delayed return train caused missed connection and slow refund handling.
“The train delay compensation was taken by Newmarket, and only paid to us when I followed up.”
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.
Newmarket Holidays is a UK tour operator selling escorted tours, tailor-made holidays, and short breaks. It promotes itineraries through printed brochures and its online booking platform. The service covers hotel bookings, local guides, transfers, and combined travel such as rail or flights. Customers can book by phone or online, then receive confirmation documents and holiday support from advisors.