I wish I had read reviews about Holiday Gems before I put myself through the worst customer service experience ever.
To start with the holiday ended up being £200 more than first quoted, then I had the pressure from them to make the last payment on the holiday even though everyone man and his dog knew it wouldn't go ahead because of lockdown. A few weeks after paying I got the 'surprising' phone call to say it was cancelled and I was offered a refund or a credit note, I chose the refund as who knows when we can go on holiday again, 2 weeks later they sent me a credit note and claim that is the process they use, why offer me a choice but then go ahead and do what you want anyway?! The great part is according to them I will get MY money back from them 5-6 months after the holiday was cancelled. To date I have sent them 46 emails and I have had 3 of them responded to, they have blocked me on Facebook instead of dealing with my issue. The agents they use or the hotel doesn't have my money, it is sitting with Holiday Gems.
Avoid these frauds at all cost, they will push you to pay more and then do all they can to avoid giving you your money back. I just hope we all get our money back before they deservedly go bust. I will be posting reviews wherever I can to help protect people from these thieves.