HolidayGems Bewertungen 

Antwort von HolidayGems

Vor 1 Tag

Hello Mr graham hill, thank you for your review and we’re sorry you feel we did not meet expectations. 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. 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. We note in your case, that Martin was able to get approval of a discount whereby HolidayGems absorbed this extra cost as a gesture of goodwill to avoid you having to pay the increased amount and you decided to proceed. 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. We would also like to mention that further details of the aforementioned are listed throughout the website in our Terms and Conditions to which you duly ticked when you made your online order with us. 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.

Antwort von HolidayGems

Vor 6 Tagen

Hello Stephen, thank you for your review. We have fully explained that through the booking process only two room types were available. One a standard room which you chose at the preferential lower price. And a higher rated Standard Apartment (Sea View) the description of which specifically states that this room type includes a balcony. The standard room made no claims as to that and the reason being is that the other room was the one which would provide those two elements if required. It should therefore have been selected and paid for. In addition, the room you selected was clearly identified as non-refundable at the time of booking, which does limit our ability to achieve the room type you now want. However, we have not refused to assist and have asked that the hotel inform us if a sea view with balcony becomes available since it currently is not. We have no control over that but have also suggested that we will look at an accommodation change to another property you may wish instead to meet those requirements. Under the circumstances, we do not find any lack of transparency or failure in our service to remedy the situation. To note, the room request — a top floor apartment with a sea view — made at the time of booking does not automatically entitle such since it is a request that cannot be guaranteed as our terms stipulate. Furthermore, when the sea view aspect for example could have been guaranteed by paying the appropriate greater cost and booking a Standard Apartment (Sea View), free upgrade is unlikely in high occupancy. In closing here, we are confident with our response to you via normal channels, that we have fully covered the points raised already and simply cannot be expected to cover the cost of the upgrade under these circumstances.