holiday complaint, holidaygems stonewalling me..

Corrine1988

I had the same problem with Holiday Gems in May last year! They did not pay the hotel, I had to give them my card details ... and all the phone calls and emails to holiday gems and their suppliers 'Triton' and 'Nesco' resulted in me having a £600 phone bill and a ruined holiday! I complained the few days after I got home and have spent the past 9 months writing to them asking for some compensation for the ruined holiday and the phone bill costs. They will not speak to me on the telephone or via email, their policy is to only deal in written letter (for which they respond very little to, just standard template letters not personal to my case). I seem to be getting nowhere with them and their original acknowledgement letter said to allow 8-10 weeks for a decision (now being 9 months).
I am considering taking it to a Solicitor but I know the fee's are very expensive ! They are a disgraceful company and I am only lucky the hotel reception allowed us to stay in the hotel ... the rep finally turned up on day 8 of our 11 day holiday to pay the hotel and did not seem bothered about all the stress they had caused. Before booking the holiday I had researched the area and planned trips , restaurants to go to etc but we could not do any of this due to the thought of the £600 bill looming on our return, so we stayed in the entire 11 nights. It truly was a horrible experience and I cannot see how they can do this to people and have no remorse. I am only lucky I managed to save up for the phone bill and have no mortgage or children, but I wonder how anyone in those circumstances would cope. I am 23 years old with a full time job and the stress this has caused over the past 9 months is ridiculous! I really hope anyone who has had the same experience managed to get some help!

isplumm

Hi,

I would suggest that you write them a Letter Before Action, demanding that they pay you the phone bill - tell them they have 14 days to pay - else small claims court - no need to lawyer.

Mark

bod1467

OP never did come back. Wonder if it went to court, and what happened?

Corrine1988

Hello Joanne 1505 - How did you get on with taking them to court? I have just received a cheque for £100 which is a complete insult considering my phone bill was nearly £600 due to them - I responded to them telling them that too and to send a more suitable compensation .... and surprise surprise I have had no response!! I am going to the Small claims court tonight with a 7inch thick file full of emails and letters proving their incompetence!!

pingu

should have checked before booking:eek:

booked late last night and sent them an email first thing this morning not to go ahead with the booking as they dont book straight away and phone you to confirm
they did call and i was out they are going to call me in a bit any tips to what to say as i do not want to book with them please

arcon5

Corrine1988 wrote: »

I had the same problem with Holiday Gems in May last year! They did not pay the hotel, I had to give them my card details ... and all the phone calls and emails to holiday gems and their suppliers 'Triton' and 'Nesco' resulted in me having a £600 phone bill and a ruined holiday! I complained the few days after I got home and have spent the past 9 months writing to them asking for some compensation for the ruined holiday and the phone bill costs. They will not speak to me on the telephone or via email, their policy is to only deal in written letter (for which they respond very little to, just standard template letters not personal to my case). I seem to be getting nowhere with them and their original acknowledgement letter said to allow 8-10 weeks for a decision (now being 9 months).
I am considering taking it to a Solicitor but I know the fee's are very expensive ! They are a disgraceful company and I am only lucky the hotel reception allowed us to stay in the hotel ... the rep finally turned up on day 8 of our 11 day holiday to pay the hotel and did not seem bothered about all the stress they had caused. Before booking the holiday I had researched the area and planned trips , restaurants to go to etc but we could not do any of this due to the thought of the £600 bill looming on our return, so we stayed in the entire 11 nights. It truly was a horrible experience and I cannot see how they can do this to people and have no remorse. I am only lucky I managed to save up for the phone bill and have no mortgage or children, but I wonder how anyone in those circumstances would cope. I am 23 years old with a full time job and the stress this has caused over the past 9 months is ridiculous! I really hope anyone who has had the same experience managed to get some help!

£600 phone bill ?:eek:

Would it not have been cheaper to have just paid the Hotel then pursued the holiday company for reimbursement?

mynameistallulah

arcon5 wrote: »

£600 phone bill ?:eek:

Would it not have been cheaper to have just paid the Hotel then pursued the holiday company for reimbursement?

I fear they failed to mitigate their losses!

halibut2209

Not if they didn't have the cash to hand then and there. I wouldn't feel expected to use all my £600 holiday spending money sorting out someone else's mistake.

mynameistallulah

halibut2209 wrote: »

Not if they didn't have the cash to hand then and there. I wouldn't feel expected to use all my £600 holiday spending money sorting out someone else's mistake.

Think you completely missed the point there!

Ashley_E

I am having the same problem. Went in oct 2013 hotel werent expecting us, transfers not arranged, over 250 in phone bills and taxis. They moved us half way through but holiday ruined. Just hadbletter back, asked for half cost of holiday plus expenses. Lettervreceived saying final response and cheque for 140. I paid 1p on a credit card so am attemting a section 75 claim. I will respondnto company with small claims court letter and update. Anyone else had success with either options?