HolidayGems Avaliações 

Resposta da HolidayGems

8 de jun. de 2026

Hello Jazmine, thank you for your review. It is disappointing to learn that your holiday was not as expected. However, our team has responded to your formal complaint and that the lift specifically was not advertised as being included yet you did not request a low floor at the property which clearly stated upper floors were only accessible by stairs. The photos of the property also suggested there would be many stairs as access. The crib request was made but it is not guaranteed, and we do cover that in our terms you accepted. We do not find that our representatives were rude, but it is a fact that standards abroad are not necessarily them same as UK. We regret your misunderstanding that a double room does not indicate a double bed, only double occupancy. We received no request for a double bed in your online booking. It is factually incorrect that you have had no refund, you left the property without giving the hotel opportunity to resolve this, but they have refunded unused nights which we pass on in full.

Resposta da HolidayGems

5 de jun. de 2026

Hello Peter Cowell, thank you for your review and we’re sorry to have disappointed. It really is regrettable that you appear to have ticked to accept our terms and conditions without fully reviewing since they clearly explain our policy. To highlight for you, whilst our booking system relies on live feeds from our suppliers, brokers and airlines we are unfortunately not in control of momentary price changes, fluctuations or changes in availability provided by the same and whilst the vast majority of bookings will be confirmed without issue, we, along with many other well-known Tour Operators in the market cannot be held responsible whereby these changes affect our ability to confirm travel arrangements. In your case we can see this is exactly what happened. When you make a booking with us and prior to the point of actually confirming the arrangements for you, we “ring fence” the amount from your payment method although, and critically, we do not debit your payment type and it is only held within your account until the point of us confirming your chosen arrangement and ourselves obtaining the relevant confirmation codes from our suppliers, brokers and airlines. Should we not be able to confirm your arrangements, your order is assigned to one of our sales agents who will then investigate and try their utmost to provide you with identical or near-matched arrangements and we will offer this to you. It is then up to yourself to proceed or not, with the new arrangements. If you do not wish to proceed, we cancel your order down and release the “ring fence” amount for you. Please note, our sales agent will always try to obtain the same, similar or cheaper pricing for any alternative arrangements found however, this may not be possible as once again, we are simply not in control of pricing, yield changes and availability of our suppliers, brokers and airlines. At all times, we work within strict company guidelines and always with your interests at heart. In closing, we hope the above explanation and facts helps you understand the situation which gave you cause to issue a negative review and on balance, once you have had time to digest the above, we would appreciate any amendment you could make to your review which would then be reflective of the promised service level and experience you had with us.

Resposta da HolidayGems

1 de jun. de 2026

Hello mr n a ringe, thank you for your review. It is regretful that if you were booking with us for the first time you did not reads the terms and conditions you ticked to accept since these very clearly state how our website operates. Firstly and in order to explain, whilst our booking system relies on live feeds from our suppliers, brokers and airlines we are unfortunately not in control of momentary price changes, fluctuations or changes in availability provided by the same and whilst the vast majority of bookings will be confirmed without issue, we, along with many other well-known Tour Operators in the market cannot be held responsible whereby these changes affect our ability to confirm travel arrangements. In your case we can see this is exactly what happened. Should we not be able to confirm your arrangements, your order is assigned to one of our sales agents who will then investigate and try their utmost to provide you with identical or near-matched arrangements, including the price and we will offer this to you. It is then up to yourself to proceed or not, with the new arrangements. We note in your case, you decided to proceed with the alternative and your payment type was therefore debited. Please note, our sales agent will always try to obtain the same, similar or cheaper pricing for any alternative arrangements found however, this may not be possible as once again, we are simply not in control of pricing, yield changes and availability of our suppliers, brokers and airlines. At all times, we work within strict company guidelines and always with your interests at heart. Further details of the aforementioned are listed throughout the website in our Terms and Conditions. In closing, we hope the above explanation and facts helps you understand the situation which gave you cause to issue a negative review and on balance, once you have had time to digest the above, we would appreciate any amendment you could make to your review which would then be reflective of the promised service level and experience you had with us.