Combining the beauty of Red Sea views in the luxury Nabq Bay area of Sharm el Sheikh, the opulent Cleopatra Resort Sharm is a resort beckoning to those of you seeking that little extra splendour as part of your Egyptian break. Dazzling in its unique influences of culture, history and luxurious ambience, the Cleopatra Sharm is simply perfect for guests requiring a private beach, an international diving centre, cabin cruises and leisure excursions, sports, fitness and relaxing infinity pools as well as plenty of options for the children in your group. Sophistication is at every turn and accommodation that features high-class finishing touches, extravagant designs and a generous amount of living space is all yours for the duration of your stay.
Endless choices of exquisite dishes are served in the various Cleopatra Resort Sharm restaurants and bars and there is regular entertainment hosted that the whole family will enjoy. Business travellers will also find the ample meeting and conference facilities fulfil all the needs of a working break and more. There’s a contemporary air to this resort where guests can enjoy no end of relaxing pursuits or thrilling ventures.
Suiting families, couples and business travellers, the accommodation options at Cleopatra Sharm deliver all your requirements with a warm and inviting feel, whilst combining luxury and convenience. Select from superior or luxury rooms, executive suites or family suites.
Incorporating approximately 37 square metres of space and featuring a queen-size bed or twin beds, superior rooms boast magnificent garden views or alternate pool view rooms. A balcony or terrace will have you waking up with the warm gentle breeze flowing through your room putting you in the perfect holiday mood. Amenities and facilities include 32 “ LCD satellite TV with a variety of channels, mini-bar with beer and soft drinks refilled daily free of charge, tea and coffee facilities, and a safety deposit box in addition to air-conditioning, and bathrooms equipped with bath tub, bidet, hairdryer, bathrobes and slippers
The luxury class again offers wonderful sea views or pool views that can be enjoyed from your private balcony or terrace. A generous amount of living space is offered where a queen bed or twin beds fit easily in combination with plentiful facilities and provisions as per the superior rooms. Offering added touches, the Cleopatra Sharm resort supplies luxury class guests with a separate shower cabin in the bathroom and slippers and bathrobes.
Boasting a high-class design where dark wood furnishings combine with a modern decor incorporated into plenty of living space, the executive suites are superb for those of you seeking that little bit extra to your Sharm el Sheikh holiday. Wonderfully appointed these rooms boast a double bedroom and a separate living area, a balcony or terrace with garden or pool views, and standard provisions and amenities. Extra touches include a separate shower cabin in the bathroom, bathrobes and slippers and direct-dial telephone.
Cleopatra Sharm continues to deliver a high standard with the option of family suites for larger groups and a sense of complete extravagance to your Sharm experience. Revel in the design boasting all of the standard facilities of the previous class in addition to a separate shower cubicle in the bathroom, views of the garden or pool or side-sea views. Family suites are equipped with 2 bedrooms, a large entrance hall, living area, kitchenette, dining area and dressing room.
Continuing the luxurious theme, Cleopatra Sharm resort offers plenty in recreation and entertainment that will appeal to all members of the family, whether young or old. A fantastic diving centre operated by international instructors, will help you on your way to an incredible underwater journey practising in one of the 4 resort pools with all the necessary diving equipment. Jetty snorkelling lessons can also be enjoyed in addition to pool-swim and snorkelling training for the children.
There is a weekly educational tennis program should you require it and plenty of options to play with flood-lit night tennis also on offer.
Begin your day with a personal trainer mastering the aqua-fit sessions, or head to the fitness centre or various swimming pools. Be prepared to resist temptation, the pools are beautiful and it’s so easy to just lie down and soak up the sunshine day in and day out! There is also a beauty centre with steam and sauna rooms, massage and cosmetic treatments.
Cleopatra Sharm resort also offers cabin cruiser dive and leisure excursions, a wonderful addition to the many other pursuits offered.
Kids will love the Vulcano’s kids’ club and pools shaded for your little one’s safety. Hours of fun spent with a variety of enjoyable activities on hand and plenty of excitement!
Other facilities at Cleopatra Sharm include 24-hour babysitting, jewellers and gold shop, shopping arcade, banking facilities, and 24 hour room service.
There is also regular entertainment hosted and a fantastic choice of restaurants and bars completing your Cleopatra Sharm experience.
Dining & Bars
A splendid choice of 10 various restaurants and bars will spice things up a little, slow things down a notch, deliver finesse, or provide a casual atmosphere, whatever your preference. If you’re after a romantic dinner for two, a family meal or a quick bite and refreshment, the Cleopatra Sharm easily accommodates and delivers an exceptional quality of dishes via many delicious menu choices.
The Market Restaurant and Terrace
Open for breakfast, lunch and dinner, this is a vibrant dining venue serving healthy appetising choices via a buffet selection.
Beach Grill Terrace
Outdoor seating enables you to enjoy the mesmerising surroundings whilst sampling the succulent grills and cuisine served here.
Savour the delicious Italian flavours in the cuisine choices offered at this elegant dining venue.
Red Sea Wharf
Enjoy watching the show tricks of the chefs cooking your chosen meal before your eyes. This is a seafood speciality restaurant.
Savour the delicious flavours of the Med along with Arabic influences in the variety of tantalising dishes served at Sunset Lounge.
This is the perfect place to sit and watch the world go by either indoors or on the sea view terrace with your favourite tipple by your side.
Catch up with other guests or make this your preferred meeting place after a busy day exploring the resort and wider Sharm area. Pre-dinner appetisers and afternoon coffee can be enjoyed here amidst views of the hotel and sea.
Central Park Pool Bar
A wonderful accompaniment to the main pools, these swim-up pool bars are perfect for a lazy refreshment, a lingering snack and as a social haunt, as you enjoy the beauty and calming ambience of both Cleopatra Sharm resort and Sharm el Sheikh sunshine.
Villa Pool Bar
Enjoy a selection of refreshments and delicious ice-cream at Villa Pool Bar.
Pilli Pilli Pub
Serving the needs of resort guests, the Pilli Pilli attracts cocktail lovers right through to billiard enthusiasts and offers traditional pub socialising and entertainment.
This is a modern venue perfect for night club lovers. As the sun goes down, get ready to dance and party the night away. Open from 9pm until late, guests will find this added option highly tempting!
Cleopatra Luxury Resort Sharm el Sheikh offers a wide range of services and facilities.
- High-speed internet
- Banking facilities
- Business Centre
- Meeting facilities
- Shopping arcade
- 24-hour room service
- Swimming pools
- Kids’ Pools
- Kids’ Club
- Beauty and Wellness Spa
- Diving centre
- Personal trainer
- Water sports
- Restaurants and bars
- Waterfront location
Food & Beverage
Buffet Style (The Market Restaurant) located at the main building, soft drinks & local alcoholic beverages included
- Breakfast 07:00-10:00
- Lunch 12:30-14:30
- Beach Grill 12:00-16:00
- Snack Menu Pool Bar 11:00-17:00
- Ice Cream 12:00-16:00
- Tea Time & Cakes at Lobby bar 16:00-17:00
- Fellini (Italian Restaurant 18:30-22:00 )
- Red Sea Wharf (Sea Food Restaurant) 18:30-22:00
- Local brands served per glass
- Soft drinks include canned juices, tea selection, American coffee, espresso, cappuccino, water, whisky, wine, beer, gin, vodka, tequila, rum, ouzo, brandy, and standard alcoholic and non alcoholic cocktails
- Tea & Coffee Station at your room “Daily Replenishment
- Tea Selection, coffee, bottled water
- Quiet Bar - Family Suite Area 10:00-17:00
- Beach Bar 10:00-16:00
- Lobby Bar 10:00–02:00
- Central Park “Pool Bar 10:00–18:00
- Pilli Pilli Pub “Fun Bar 17:00–02:00
- Sun Set Bar Chill out Bar 17:00–23:00
- Waves Club Prive - Disco Bar 23:00–02:00
Entertainment & Activities
- Daily entertainment program and shows three times per week
- Music per week
- Gym and tennis court (during day time)
- Table tennis
- Beach volleyball
- Water polo
- Animation activities
- Kids club
- WLAN at the lobby
- Internet service in the room “with cable”
Extra Charge Services
- Special menu items
- Special & premium drinks
- Freshly squeezed juices
- Health club packages
- Hotel doctor
- Business centre services
- Taxi service
- Room service
- Shuttle bus
- Babysitting service
- Tennis court (floodlight).
HolidayGems is a trading name of Holiday Gems Ltd (Company Registration Number. 5824929) and a fully-bonded trading member(S6886) of The Global Travel Group Ltd (Company Registration Number. 2774722)((TGTG))
Holiday Gems Ltd, is a dynamic and inspirational business, it's ethos resultant from many years of Travel experience served by not only it's founder and Managing Director. but in addition it's highly skilled and specialist travel personnel. The business has one extremely simple objective - To become one of the UK's leading travel companies.
Being a Member of the Global Travel Group Ltd assures all Holiday Gems Ltd customers that their money is financially secure. The Group comprises of 1,000 nationwide independent members. In addition, the size, stature and buying power of the Group ensures that Holiday Gems Ltd has access to the most competitive holidays and flights in the UK allowing you to rest assured that you have the best possible deal to suit your requirements.
Being a Member of TGTG affords us access to over 400 leading and specialist tour operators/suppliers. Customer service is a priority with members of TGTG and unlike the majority of the other High Street travel agents, TGTG is not aligned with any particular tour operator therefore, you will find that we provide a truly impartial holiday service that suits your individual needs. As mentioned, in the interests of consumer protection all TGTG members are fully bonded.
Company Profile We provide a comprehensive range of travel services, including holidays, flights, hotels, insurance, car hire, airport parking and airport lounges. We also specialise in cruises and late deal holidays.
We offer an independent and impartial travel service tailored to your individual needs. Whether you are planning a trip in the UK or to the other side of the world - our professional travel service will cater for every need.
Monday to Thursday : 09.00 to 21.30 hrs
Friday : 09.00 to 20:30 hrs
Saturday : 09.00 to 17.30 hrs
Sunday : 10.00 to 18:00 hrs
Bank Holiday : 10.00 to 18.00 hrs
To make a secure online payment for your booking simply complete all the details on this web page and click submit. You will receive a receipt by post within 2 to 3 working days.
If you have been instructed to visit this web page, you are required to provide your passport details prior to travel. Simply fill in this form on this web page to securely provide us with this information.
You can add your baggage details online now, which gives you one less thing to worry about at the airport. Simply click here to fill in the short form and we'll contact you to tell you the cost within four days
If your departure date is in the next five days, please call our Customer Service Team on 0871 911 0137 and they'll add your baggage details for you.
It's important that all the names on your holiday booking match exactly with the people who are actually travelling. If you need to change the names on your booking, just click here to fill in the simple online form. We'll then contact you within four days to let you know how much the changes will cost.
Terms and Conditions
Holiday Gems Ltd - Conditions for our Agent Booking Services
These Booking Conditions, together with any other written information we brought to your attention before your booking was confirmed, form the basis of your contract for agent booking services with
Holiday Gems Ltd, 1st Floor, Dale House, Tiviot Dale, Stockport, Cheshire, SK1 1TB.
Reservations: 0871 911 0101 After Sales: 0871 911 0137 Fax: 0161 477 3555.
HolidayGems is a trading name of Holiday Gems Ltd (Company Registration Number. 5824929) and a fully-Bonded Trading Member(S6886) of The Global Travel Group Ltd (Company Registration Number. 2774722)((TGTG)).Calls to this number cost up to 10p per minute plus network extras.
Except where otherwise specified, we act only as agent in respect of all bookings we take and/or make on your behalf. For all arrangements, your contract will be with the supplier of the arrangements in question (the ‘supplier(s)’). When making your booking we will arrange for you to enter into a contract with the applicable supplier(s) of the arrangements. Your booking with us is subject to these terms and conditions for our booking services, and the specific booking conditions of the relevant supplier(s) you contract with and you are advised to read both carefully prior to booking. In most cases that supplier will be The Global Travel Group Limited, whose terms and conditions of supply are detailed below.
These booking conditions and any agreement to which they apply are governed in all respects by English law. We both agree that English law (and no other) will apply to any dispute, claim or other matter which arises between us out of or in connection with your contract or booking.
TERMS WHICH APPLY TO ALL BOOKINGS
1. MAKING YOUR BOOKING
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of all members of your party, the terms of these booking conditions. The first named person on the booking will be the party leader and will be responsible for making all payments due to us.
In all cases where we send written documentation to you, it is your responsibility to check that all details are correct. If they are not you must immediately contact us to change or amend this to the correct details. Please note that administration charges may apply. Where you do not advise us within 48 hours of receiving our documentation, regretfully Holiday Gems Ltd cannot accept responsibility for any other charges incurred.
2. ONLINE BOOKINGS
By clicking to book holiday arrangements and entering your personal and payment details on our website, you are making us an offer to purchase the arrangements selected, if they are available. When we receive this offer, we will contact the supplier of the arrangements concerned. Each supplier will require a short period of time to check to see if your chosen arrangements are still available at the price quoted. When you make an offer to us to purchase the arrangements selected and should those arrangements requested be available at the price quoted, a binding agreement will come into existence between us and your payment referred to in clause 2 below will be debited from your payment method. If the arrangements are available but not at the price quoted, we will contact you by telephone or email to give you the option to purchase the arrangements at the revised price however we will not debit any payment method should this be the case and will only debit your payment method once you have given us authority to do so. We will endeavour to contact you via email and/or telephone to let you know that your arrangements have been booked and in order to add any extra requirements to your booking (please refer to section 6). Please note that each booking is treated separately on our online booking system. If larger groups want to be sure of sufficient availability for any flights / hotels they should call our call centre. If two parts of the same group book online on two separate bookings and the holiday availability expires between the two bookings we regret therefore that we are unable to cancel the first booked holiday without applying cancellation charges as levied upon us by the tour operators, airline, brokers or accommodation provider concerned. Please note, an infant is classed as a child under 2 years of age at the time of returning into the UK.
3. CANCELLATION OF ORDERS
Should cancellation of any order placed be requested, an order cancellation fee of £75 per person will apply. Additionally, should an order placed be confirmed, full cancellation charges as per section 29 of these terms and conditions will apply.
4. DUPLICATION OF ORDERS
Should a duplicate booking situation occur, it should be noted that cancellation charges as per section 29 of these terms and conditions will apply to any duplicated order.
5. NON ONLINE BOOKINGS
Alternatively to make a booking you can call our call centre on 0871 911 0103 These terms and conditions will apply. A binding agreement will come into existence between us when payment is processed.
6. SERVICE STANDARDS & ABUSE OF OUR PERSONNEL
We are extremely proud of our customer service record and at all times our personnel will assist with your enquiry, reservation grievance or otherwise with the utmost professionalism. Should you feel this is not the case please ask to speak to a senior member of our team. We do however reserve the right to record on file and terminate any call which we believe to be verbally abusive or offensive.
7. CANCELLATION PROTECTION INSURANCE
Should you have taken cancellation protection insurance for your accommodation during the online booking process or shortly afterwards and should you decide to cancel your holiday or a situation occur which may not be covered by your insurance relating to your accommodation only, you may cancel up to 8 days prior to departure and Holiday Gems Ltd will pay any/all cancellation charges associated with your accommodation. For clarity, in all cases and without question, you will NOT pay any such cancellation charges for your accommodation of the reason for holiday cancellation. For the avoidance of doubt, cancellation protection cover will only apply when the whole holiday is cancelled and will not be valid on â€œaccommodation onlyâ€ cancellations. If you have taken cancellation cover and wish to change your accommodation, the normal administration fees will be waivered however any new difference in cost must be paid at the time of amendment.
Bookings made via this website must be paid for in full at the time of booking via credit/debit card. For your convenience, a Part Balance and Full Balance online payment facility is available via the menu bar on the home page of www.holidaygems.co.uk. In the event that you book your holiday more than 14 weeks before departure and do not wish to pay in full please contact our reservation team on 0871 288 2003 where payment of a deposit to book your holiday may be possible. For the avoidance of doubt, as we release most tickets as soon as your holiday is booked it should not be assumed that your holiday has been paid in full. In all cases, your balance will be due 14 weeks prior to departure and it is essential that you pay your due balance at this time unless you have prior authorisation from a member of our team which was detailed and recorded at the time of your booking. If you are having difficulty in meeting the balance due date and where it is possible for us to allow extra time for you to pay the same, please note that there will be a Â£40 late payment fee which will be advised to you at that time and added to your balance. It is important to note however, that we may not be in a position to delay payment to our suppliers although you will be advised of this at the time of calling. Please refer to section 29 of these terms and conditions regarding cancellation charges should you decide to cancel or are unable to pay your full balance. Holiday Gems Ltd, reserves the right to charge a card holders original credit or debit card should subsequent cancellation charges apply. Part and Full Balance payments may now be paid on-line by visitingwww.holidaygems.co.uk and clicking on the â€œPaymentsâ€ link on the top of the home page.
Please note that we may charge a credit or debit card charge for credit and debit card payments unless otherwise stated. We do however, reserve the right to review our commercial charging structure for Credit and Debit card charges at any time. It should be noted that should your order price not be available to confirm, our on-line team will recalculate the price of your new holiday arrangement taking account only of the total order price and not the breakdown of the same. For the avoidance of doubt, any difference in price offered to you will take account of the difference between the original total order price and the new cost offered.
For flight only and/or accommodation only bookings all monies that you pay to us for your arrangements will be held by us on your behalf until such time as they are paid to the supplier. For financial protection for packages please refer to paragraph 30 of these terms and conditions.
Where any refund is due to our customers howsoever caused, it should be noted that as Holiday Gems Ltd is a franchise member of the Global Travel Group Ltd, there are strict procedures in place regarding the securities of monies paid both in and out of the consumer Client Account which is operated and controlled for the securities of all consumer monies by the Global Travel Group Ltd. Where a refund is due, Holiday Gems Ltd will issue a refund instruction to the Global Travel Group Ltd however, it is not uncommon for any refund to take up to 7 working days to be processed through Global Travel Group Ltd finance procedures. We will however, endeavour to ensure your refund is processed within this timeframe.
10. NON RESPONSE CHARGES
Should you have made an order with ourselves, we reserve the right to charge an administration/cancellation fee of £199 per booking should a) your payment be declined and/or b) you do not reply to our requests for payment of the deposit or full balance (as indicated on your order at the time of booking) or c) where we have tried to contact you to discuss your order and ultimately you have not responded. We will allow a 36 hour period prior from the time of our first attempt to contact you prior to any administration/cancellation fee being levied. In addition Holiday Gems Ltd cannot be responsible for any error made on your order should you have failed to input personal contact details or any other detail correctly. It is important to note when placing an order, you should have sufficient funds available in order to secure the same should your order be bookable.
11. INFORMATION ACCURACY
Please note, advertised information and prices may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of information and prices when published, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen holiday (including the price) at the time of booking. Please bear in mind that accommodation owners, restaurateurs, night club owners etc, may wish to maintain or improve their facilities, or even take a break themselves. Flight times and carriers are given for guidance only as there may be changes. Circumstances such as these, or weather conditions, time of year etc., may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavour to advise you prior to your departure. There may also from time to time be general refurbishment at these establishments. These are necessary to maintain standards but if we are informed of such work, we will endeavour to notify you of any activity as soon as possible, however near to your departure this may be.
12. AVAILABILITY OF ADVERTISED PRICES ON THIS WEB SITE
Despite every effort to ensure availability of the prices we display are kept as up to date as possible, we would like to point out that in line with nearly all other UK online travel companies, availability on this site is not live and may change at any time. When your order is processed and should the advertised price not be available a member of our online team will endeavour to meet the price of your original order and/or provide you with the nearest possible alternative flight/price available in the market at that time. No responsibility or liability can be accepted by Holiday Gems Ltd for price fluctuations that may occur however, we guarantee that we will always provide our customers with the lowest possible flight prices that are available to us at that time. It should also be noted that it does not necessarily follow that a direct airline price for flights will be reciprocated by Holiday Gems Ltd as we purchase flights in a variety of ways.
13. ACCURACY AND RELIABILITY OF INFORMATION PROVIDED
Despite our best endeavours to ensure that the many data feeds available on our website are kept up to date and regularly update, Holiday Gems Ltd can take no responsibility or liability for any technological deficiencies which may occur however we undertake that we will always take the appropriate action should we find or be informed of any fault of any data feed on our website.
14. IMPORTANT FLIGHT INFORMATION
Please note that most airlines do not include hold baggage within the cost of their flights. Where this is the case extra charges will apply. Please check at the time of booking that hold baggage is included within your booking. It is your responsibility to ensure you have sufficient baggage allowance. Please be aware that hold baggage weight restrictions may also vary between airlines. Unfortunately, it is also not uncommon for restrictions regarding purchase of luggage being on a “none or all” basis on the flights we sell.
Currently, all hand luggage is FREE (ranging from 5kg’s to unlimited per person) for all orders placed on this site however and as mentioned, in line with the majority of UK airlines, hold luggage charges vary from Â£20-Â£40 (short-haul) or Â£30-Â£40 (long-haul) each way per suitcase and weight allowance per suitcase will also vary between 15kg’s and 22 kg’s. It should be noted that some airlines also place compulsory “admin fees” or “check-in charges” relating to luggage charges. Once an order has been processed and confirmed, a member of our on-line team will endeavour to call you in order to add any optional extras you may require. For the avoidance of doubt, it should also be noted that it does not necessarily follow that a direct airlines price or policy of charging for luggage will be reciprocated by Holiday Gems Ltd as we purchase flights in a variety of ways and in this respect we reserve the right to do so. Luggage charges may be considerably more when paying at check-in and our advice is to pre-book any hold luggage you require prior to departure. If /Where mentioned, should you decline luggage at the time of booking and subsequently call to add this at a later date, your booking will be subject to an administration charge which will be levied at that time.
15. OPTIONAL EXTRAS
As highlighted above and due to changes in the Airline industry, optional extras are not included in any web prices advertised. For example, optional items such as extra leg room, priority boarding, pre-allocated seating and meals on the aircraft etc are chargeable extras. In many cases optional extras will be limited and are at the discretion of the airline concerned.
16. ACCOMMODATION GRADING AND DESCRIPTIONS
In line with all our suppliers, we categorise accommodation ratings to give a general guide. Therefore and for the avoidance of doubt, any and all star ratings we advertised are based on the accommodation ratings issued by our suppliers in accordance with their own grading systems which may vary by supplier. For example, a property we advertise may be featured by many suppliers however each supplier may grade the same differently and you should take note when searching your accommodation that each supplier grading is available to you by clicking the "more info" button on each "room description". It is also extremely important to note that supplier ratings are based on many things which are relative to that supplier ie, some may grade their accommodation from reviews received from previous customers, some may base on country ratings of hotel origin or even from their own personal inspections and in summary accommodation grading’s should a) only ever be used as a guide and b) may differ to the official rating advertised by a hotel directly. Please also note, standards may vary between accommodations of the same class in different countries. As mentioned and to re-iterate, it is important to carefully read the individual accommodation descriptions. A comparison of cost may also give some idea of how accommodation in the same resort / country is likely to compare in terms of general standards. Accommodation, whatever the rating, is based on a twin or double standard room unless otherwise stated. You should also note and never assume that information or descriptions advertised via the direct Hotel or Apartment website will be the same as those advertised on our own, simply due to the fact that our suppliers may negotiate certain differences in the interests of gaining price advantages for our customers and over their competitors.
17. BOOKING IF YOU ARE UNDER 18
It is a condition of our accepting your booking that the person who makes it is at least 18. We are entitled to assume that this is the case. Under no circumstances can we accept bookings from anyone who is under 16. At our discretion, we may accept a booking from a person who is 16 or 17 and not accompanied by an adult providing the lead passenger obtains and sends to ourselves by FAX or Scanned Copy, confirmation from their parent or guardian that they may travel, that the parent or guardian will accept responsibility for the booking and that the party does not include anyone who is under 16. For the avoidance of doubt, we are entitled to assume the aforementioned will be sent to us following confirmation of booking. We are entitled to cancel any booking which is made in breach of any of these requirements. In this case, full cancellation charges will be payable.
Notwithstanding the aforementioned, it should be noted that UK airlines have differing age restrictions and accordingly, you will be advised should an Airline refuse the right of carriage to any person under it’s age limit when not accompanied by an adult. Should an order be made and subsequently cancellation of the same requested, an administration charge of £75 per person will apply.
18. IF YOU HAVE A COMPLAINT BEFORE OR WHILST YOU ARE ON HOLIDAY
If you have cause to complain prior to your departure “pre-departure grievance”, you should call or email us in the first instance and we will do our utmost to deal with and resolve your grievance.
If you have cause for complaint whilst on holiday, you must bring this to the attention of the local Representative or Agent (if there is one) and the establishment of where you are staying who will do their best to rectify the situation and prevent your holiday being spoilt. If there is no local Representative or Agent, you must, in the first instance contact us on the Emergency Number as detailed on your accommodation/transfer voucher or secondly via the number listed on your ATOL receipt if you have booked a package holiday with us. For noting, the Emergency number is 00447984456851. You should note that it is unreasonable to take no action whilst on holiday, but to then write a letter of complaint upon return. If you remain dissatisfied, you must write to us within 28 days of your return from holiday giving your booking reference and full details of your complaint. Please note, we reserve the right to only accept complaints in writing and complaints via e-mail will not be accepted. Complaints must only be addressed from the legal lead name of your booking. If you fail to follow this simple complaints procedure (in resort and on your return home), your right to any compensation you may otherwise have been entitled to may be affected or even lost as a result. Should we receive your complaint, a letter of acknowledgment will be sent to you within 28 days of receiving your grievance following which you should allow a period of a further 60 days in order that we can make necessary investigations into the same. Should responses not be forthcoming from any supplier or broker or we remain dissatisfied with the response/s we have received, we will inform you accordingly of any extra time that may be required in order to fully respond to you. Please note that this clause is only intended to benefit you as we require full and detailed responses to any issues raised which, in peak occupancy season becomes problematic for suppliers or hoteliers to respond within our normal and required timeframe.
For the avoidance of doubt, it is important you note that although and in the first instance Holiday Gems Ltd will try and resolve any complaint that you may have, legal responsibility for your complaint may not necessarily lie with Holiday Gems Ltd. For clarity, Holiday Gems Ltd would be responsible for booking errors which have been caused by a failure on the part of Holiday Gems Ltd, however responsibility for complaints concerning your package holiday would lie with the tour operator as detailed on your confirmation, who’s booking terms and conditions apply. Our duty as your agent and not Principal or Tour Operator in your transaction is to seek first line resolution to your complaint and we will endeavour to do so however, should you remain dissatisfied you should note that Package Travel Regulations would apply (in most cases) to the ATOL holder 3973 (Global Travel Group Ltd, Glendale House, Glendale Avenue, Sandycroft, Deeside , CH5 2DL) who’s booking conditions apply. You are able to identify this from reading your ATOL receipt where the number of the ATOL holder will be present in the case of any package holidays booked by ourselves.
19. SPECIAL REQUESTS AND MEDICAL PROBLEMS
If you wish to make a special request, you must do so at the time of booking using the special requests section on the secure payment page. We will pass any reasonable requests on to the relevant supplier but we cannot guarantee that requests will be met. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part.
Should you wish to contact our dedicated UK Call Centre to make your booking, please call :
0871 911 0013 for Reservations or
0871 911 0137 for Administration/After Sales Support
Calls to these numbers cost 10p per minute plus network extras
If you wish to email us :
For Administration and After-Sales Service : firstname.lastname@example.org
For Holiday quotes or sales queries: email@example.com
For any other query: firstname.lastname@example.org
Or you may use our Request Form
Our hours of business and contact details are listed below. Please note that any prices displayed on this site already include an online discount which may not be available when booking through our call centre.
Holiday Gems Ltd
2nd Floor Dale House
Monday to Thursday: 09.00 to 21.30 hrs
Friday : 09.00 to 20:30 hrs
Saturday : 09.00 to 17.30 hrs
Sunday : 10.00 to 18:00 hrs
Bank Holiday : 10.00 to 18.00 hrs