Gold Medal Travel Group Reviews 

AVOID THIS COMPANY AT ALL COSTS !!!
Recommended and pushed me into the most inappropriate hovel of a hotel stating it was 5 star. It was in fact a 1 at best. Raised a complaint (with evidence (photos and videos) and their response was “no compensation as there’s no evidence” 🤦‍♀️ It wasn’t even investigated. They said they would look at it again and now they refuse to speak with me at all 😤 Asked for copies of emails/calls etc via a Subject Access Request but they have ignored this also. Don’t give these scammers a single penny of your money as they do not care about their customers whatsoever 🤬
UPDATE: Amazing that you can reply to a bad review within hours yet this issue has dragged on FOR MONTHS with no compliance or resolution!! You ‘allegedly’ have ‘investigated’ this twice now and yet here we are warning others about your company. Reminder that your 30 days to comply with a SAR runs out on 29 January and it must reach me by then or ICO gets involved. I’ll be seeing you in court as you have reached my final bit of patience!!

Excellent service from Heather at Pure Luxury, who went above and beyond to assist with my clients booking to Bali and Australia.

Samantha was amazing confirming my lovely big Dubai booking on a Sunday afternoon when she should have logged off hours before. Thank you so much

Zero stars and that's being nice. We booked with Gold Medal, via the Co-Op, and they have promised to refund part of our holiday due to us having to move hotels due to a disgusting hotel we had in International Drive, Florida. It's been 3 months now and we have not received a single penny. They were refunded the same day as we left so I just don't really understand what we are waiting for!? Do not use this company if they are in anyway connected to your holiday.

**Refund now received after putting this review up yesterday. What a coincidence!**

Money was stolen from me, over 700Eur. no confirmation no booking details.
Scamers!!!

Very helpful staff served by lindsay today

Booked ticket to Pakistan and when we went to the airport no bookings had been made on our name. Paid in full and down £2.6k no help from the company, reported to the police.

Great service and support with clients booking, lots of different options and lots of patience. Many thanks

Made a great booking for a family, fly and cruise. Required 4 cabins. Quote came through from Chloe very efficiently. Clients pleased with quote but had concerns over where cabins would be and distance between them. Chloe worked hard and made changes. All parties extremely happy and quote / booking all complete in rapid time. Chloe was great with communication, patience and knowledge.

Having just had my first experience with Jon Perry at Pure Luxury, I cannot recommend him enough. He took his time with my enquiry ensuring that we ticked as many boxes as possible for my very specific clients. Jon has been quick to respond, professional and a pleasure to deal with. I look forward to working with him again soon!

I use Nikkie Hampson at Pure Luxury, and she is AMAZING! She always listens to exactly what is needed, is quick, efficient professional. We have a great conversion rate from enquiries to bookings and her knowledge is outstanding.

This review was originally a 5 star review. We booked a holiday package with Morgan G. to the Maldives and were told everything was included apart from one sushi restaurant. We specified we did not want to pay a penny more when we got there and wanted absolutely everything included.

After receiving our documents a week later, it came to our attention, the package was not what we were originally told.

The documents stated there was a buffet breakfast, lunch and dinner included and selected cocktails, but certain restaurants were subject to a credit and anything over this was an additional cost.

There was never any mention of credit when we booked or when we queried this. When we questioned the documents we had been given, after speaking to Gold Medal Morgan told (in person) the paperwork was wrong and everything but one sushi restaurant was included in the price we had already paid.

On another occasion we have been told there is only one dinner per stay included for certain restaurants in the hotel. The confusion and lack of certainty continues.

Even when we finally sat down with the branch manager she was unable to give us a clear answer on what was included in our holiday and took 3 full days for her to confirm. She at this point offered us £300 as compensation but unfortunately this is less than 5% of what we have paid for this holiday and doesn’t begin to rectify their fault.

We have now been in dispute with Tui for just short of a month. As we had conversations in person rather than on the phone, Tui are refusing to admit fault and take ownership for what was told to us. They are outright denying certain conversations took place.

The way in which both staff and managers have spoken to us has been completely outrageous. Members of staff have sworn about managers on phone calls to us and we have even had an email from the branch manager admitting how “we did find Morgan to be completely unprofessional on the calls”. Further, not only did it take us days of asking to have a manager call us but our request for the regional manager to call us today will “not be fulfilled”.

The holiday itself was booked with Tui via third party provider, Gold Medal. The manager admitted on several occasions how poor this company was and difficult to deal with.

We were later told by another branch full terms and conditions should have been read out to us upon booking with Gold Medal. These were not.

Morgan even informed us at one point that another customer had a complaint ongoing with Gold Medal which had been going on for 9 months now.

Two members of staff have insinuated that we are lying and as you can imagine this is not the kind of customer support you could expect to receive in such a difficult situation.

We booked this holiday a month ago and are due to go in less than two weeks and still are waiting for our correct documents which we should have had before paying.

We requested the recorded calls ourselves as we have absolutely no trust in this branch. As you can probably guess, these have not been provided yet. (just advised will take upto 30 days now)

We have now been assured that our main point of contact will undergo the relevant training moving forward. It is a huge shame that this wasn’t provided before we were completely stuck in this mess and experienced the most diabolical customer service imaginable as we certainly will never be booking with them again.

We believe this branch have completely misled us on several occasions and missold us a holiday. Please be careful when booking with Tui Teesside park and ensure you are shown your documents before paying or discuss important information over the phone as if it isn’t recorded, they will deny things were said completely.

This ia a big shout out to Heather Thomas from Pure Luxury 🙌

We had an issue with a booking we had done for one of our clients and we had tried going directly to the hotel, but had not been able to find any resolution with them. The issue meant we were going to be personally out of pocket by a significant amount.

We contacted Pure Luxury who we had booked our client’s holiday through to see if they had any ideas of what we could do. Heather went above and beyond to help us. Even when she had already managed to find a way of minimising the amount we would need to pay, she continued in the background and has managed to reduce this amount even further.

Great customer service from Pure Luxury and we really appreciate all Heather has done. She is fabulous and an asset to the team 😊

Thank you to Jill in the grounds communication team who helped with kindness & patience after I discovered a clients hotel had major building work who depart in 3 weeks. Together we go it sorted, client happy, new travel docs received and all dealt with within 3 days. :)

The customer resolutions team Debbie, Mark Helen and Richard were just fabulous xx nothing was too much trouble and they were so quick at fixing everything with the customer in the fore front of their minds. So reassuring as an agent.

They were amazing through the whole process xx

One very happy customer who is due to land in Antigua in the next hour.

Just wanted to thank the guys xx

and this is why I book GM wherever I can xx 😘

❤️❤️❤️❤️❤️❤️❤️❤️

What can I say, I have worked together with Mike for many years at Pure Luxury and he always goes above & beyond and is always so great at doing any of my enquiries, I trust him that what ever he delivers is the best for our clients........... THANK YOU THANK YOU

- Booked with agent on 23/06 booking ref GW769DE, no confirmation recieved, agent chased on 24/06 to be told there was no booking (£4700 paid)
- Agent then re-booked booking ref Gp769FP 25/06 no confirmation recieved - still no confirmation recieved from agent at 27/06 AM. At this point I requested a change to my return flight (1 day earlier) and asked if that could be factored in as still no confirmation - so assuming not booked.
Recieved confirmation on 27/06 PM - 5 days after booking and paying £4700
- I was told it would cost £1500 to change as I hadn't requested in 72 hours from confirmation, yet I only recieved this after this request...this was later reduced to £500 airline fee + £100 Gold Medal fee - why am I paying a Gold Medal fee for your delay?
- As it transpires Gold Medal had changed their systems hence issues - no apology, explanation etc.
- On recieving confirmation 27/06 PM there was a basic pdf - no e-tickets etc. So I went direct to airline to check to ensure this was booked - which it was - however, I'd paid £1300 extra for premium economy seats, only to find out only 1/2 flights was premium economy. I challenged this also and was told there was nothing they could do - bearing in mind still no e-ticket recieved at this point.
- I asked to cancel, I was told no.
- I only booked this holiday with Gold Medal due to the premium economy seats (which arent premium economy for full flights) - I had originally been quoted £3200 by Love Holidays and I wish i'd gone with them/economy seats. Which would have saved me £1300 on seats & £600 on flight change fees....
- I raised complaint via agent who was told they are aware the seat class aren't showing on their itinerary doc but it shouldn't cause mistrust... I had 0 opportunity to see that, or decline it. I had to find out myself on Delta website - post paying £1300 extra!!
- On the complaint response they offered to wave £100 Gold Medal fee but not £500 airline fee.
- Agent called today to book the revised flight & pay £500 - but was told this is now £436pp. I'm absolutely beyond livid.

DO NOT BOOK WITH GOLD MEDAL

Lindsey and Sam have both been amazing in getting the last minute Maldives booking sorted for me. It was all dealt with efficiently and promptly.
I can not thank both enough for their wonderful service

My previous review disappeared. Let me try and be more pc.
On booking with them and paying in full for my flight home to see my son on his birthday, I was given a reference number (LGFVBA).
On phoning to try and get my tickets I couldn’t get an answer. Phoned the airline and net flights to try and resolve this but they had no record of me or the reference. I’m a few thousand in debt now and have involved both police and the fraud unit. If anyone from gold medal would like to refund me, now is the time. Matt 07931630714

From initial enquiry through to the actual holiday and return our whole experience was excellent. The customer service rep that helped us with initial enquiry and booking was excellent and the hotel that was recommended was perfect in every way as well as great flights giving us an all round great experience. I would definitely recommend booking with Gold Medal Travel.