Holiday Genie Reviews 

Would give negative stars if I could!!

We booked a trip to New York on 19th July 2019, paying just shy of half the balance right away as our agent Neil told us this is to lock in the hotel rate at a great price. Paid the remainder on 19th January 2020 as this was due by 2nd February.

The trip was obviously cancelled and we had an email from Holiday Genie on 14th March telling us it's cancelled and that they will contact us about options. We had a call on 18th March from Neil advising that we could have the same trip (hotel and flight) with a new departure date later in the year, suggesting November or December, or a full refund. We advised we would like to go for the refund and he confirmed this would be processed. I followed up about 10 days later and Neil advised it would likely take a few more days to get the refund.

Then nothing for months, they turned their phone lines off altogether and stopped responding to emails. Just a couple of generic emails asking for patience came through.

Finally got hold of Neil late June and he said the refund was underway, but he would call back to confirm as he couldn't view the details. He did not call.

I called again, same response from Neil, again he never called back.

I sent another email and someone actually responded (shock), stating we chose not to travel on 20/3 and this is therefore our fault, but the airline put of the goodness of their hearts would let us have vouchers, no mention of quite a few hundred ££,s for the hotel!!!!!! I am so upset I can't even put it into words!

Getting lawyers involved at this stage as I have had enough

Communication very poor. They discuss things and then disappear. Phone lines are not working. I have sent numerous emails with no response. Changed my holiday over a month ago, old flights are cancelled but not received my new confirmation. No one responding. They have over £800 of my money.

After initial problems with lack of communication from holiday genie. We thought everything had been sorted! Have since had to cancel our holiday to florida (for obvious reasons). We changed the trip to a 4 night break in new york in March 2021. We were told by Neil that the paperwork was being completed and that he would be in touch within a couple of days. That was the 30th June. After emailing them 4 times since we have not heard anything! When you try and call any of the numbers on there website you are told that this number is not taking voicemail and hung up on!! Getting concerned that our money may be lost! I will be perusing them through the courts if I haven't heard anything within a couple of days. Will never use this company again! DO NOT TRUST!!!

Appalling customer service!! My return flight from Laa Vegas was cancelled whilst we were still
Out there and despite numerous phone calls and emails on the day it happened and since then, I have received NO refund!
All the phone numbers now just have a recorded message saying you can’t leave a message.
I have spent hours chasing this and I am legally entitled to a refund which they are legally responsible for providing.
They are now not even responding to my emails - where do I go from here?????

Had a holiday to Florida booked for end of July 2020. They tried fobbing us off with credit a couple of months ago and I said that I would only accept the offer if we were covered by the government voucher scheme. Never heard back. Not had responses to my emails since and all 4 of their phone numbers go to a recorded message saying that it doesn’t accept voicemail. Desperately trying to get our money back.

LAUREN PUTS THE GENIE IN HOLIDAY GENIE ! 🤩👌🏽🤗
Lauren has dealt with all my holiday bookings for the past few years and i cannot speak more highly of her .
So AMAZING, She bends over backwards to help you get exactly what you want for your holiday , and Her Friendly , Professional Attitude is Outstanding. Communication with her is 5 STARS. She really should be Rewarded for her Hard work for this company because she really is its TRUE GEM.

I will always book with Lauren and she is now Famous within my family and friends “ We all Ask for Lauren “
🙏🏽
Thank you so Much Lauren and the whole Team at Holiday Genie its been a pleasure Using you for all our Florida holidays since 2012

From Miss Michelle Ball

This company are a really friendly bunch. They were so accommodating and efficient with booking our holiday. We had Lauren the senior sales consultant and she is lovely (ask for her for a trustworthy holiday booking!).
With the circumstances that happened, we had to cancel our holiday, and unlike other companies, Lauren was really friendly, supportive and honest. We got pretty much a full refund and I certainly will use her again for booking holidays in the future.

So sorry it turned out like this but thank you again Holiday Genie, and Lauren!

All was well until Covid hit. If like me your flight was cancelled, you are entitled to a refund and you have had no response from the company in over a month and suspect you will never get that refund, join the TravelUp Covid Response group on Facebook for a bit of support. (Holiday Genie are part of the same group as TravelUp).
Be wary of booking with these guys, you can’t rely on them to provide any customer service in a crisis.

UPDATE: I never got any response from Holiday Genie and obtained a refund in the end through my credit card company. Complete lack of customer service from Holiday Genie.

Have book with Holiday Genie for the past 4 years to Florida, have always dealt with Lauren and I can honestly say she bends over backwards trying to help and offer advise. Hopefully we can still travel in August with what is going on but if not we will be rebooking with Lauren.
Best price offered at all times and always at the end of an email.
Thank you

After a problem with the website and completing the booking, an agent called me the following day. After a short conversation with an agent resulted in not only being able to make the booking, but also finding a slightly cheaper deal for the same hotel and flights.

I've been trying to pay for my holiday but the phone's are dead. Facebook says it's having difficulties with phone lines. But they still send me emails about paying online. I don't think so I want to talked to someone first. Thomas Cook carried on taking money before going bust.

I have to say this has been the best customer service from any holiday company I have ever recieved. Darren Fletcher the representative who helped me organise my trip,could not of been more helpful.From trying to get the best seats on the plane to talking me through every aspect of the trip and the deals that could be found when we get there.Nothing was too much trouble, I will definetly use this company again

Very pleasant experience booking via holiday genie. The agent we spoke with, Lauren Hopkins, was superb & very helpful. On her alone i would book again with holiday genie but the price of the holiday was unbeatable.

Booked with Darren for a holiday to Orlando. Could not do anymore for us, extremely helpful in every way nothing was to much of a problem. Would recommend..

Book a 2 week holiday to Orlando staying in a villa on allocation (don’t ever do this) firstly they didn’t book the flight on time so this meant extra days holiday which they did do the connecting flight but add cost to us car rental, food etc, couldn’t fault the BA flight but my god the villa totally ruined what would have been a fab holiday. We have 40 plus photo of things broken, filthy dirty and just a standard you wouldn’t expect if an American came to England and experienced all this it would be front page news. We raised a complaint on the 19th November 2019 and they just keep passing the buck back to American - Sunshine. Holiday genie are not Abta protected so no protection really, after trying to give me there number as 7447, we do have a Atol certificate. I have never given a review like this but please don’t book with them.

We spoke with Steven and he was very helpful. Lovely to speak to and bent over backwards to get us a great deal. Will definitely use them again and would recommend.

Very good customer service and easy to book holiday

I cannot fault HOLIDAY GENIE in any way., We book our annual Florida holiday with Beth every year and everything has always run to plan with absolutely no issues. I trust this company 100%. Beth is amazing, so pleasant and professional. Highly recommend.

Have used this company several times now for holidays to Abu Dhabi .Nothing is too much trouble for them and will solve and answer any questions very quickly . Special mention to Lauren who i mostly deal with
Great servive and good prices , will be using them again in the future .

I have booked with Holiday Genie multiple times in the past and will continue to do so in the future. Their representatives are always happy to help and willing to provide not only extra information about your holiday but also provide multiple quotations for different scenarios, without any hard selling. Any questions are answered in good time and i certainly can trust this company to make the experience efficient, professional and cheerful.