Holidaysplease: most-reported complaints
Automated analysis of 255 public Trustpilot reviews published 2011-09-15 to 2026-09-20. TrustScore 4.7 from 6,174 total reviews — see the Trustpilot page. Quick answer: is Holidaysplease legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 35% of the 46 identified complaints. Issues where accommodations were not as described made up 28% of the complaints, while other concerns represented 15% and unreachable support accounted for 11%. The trend for unhelpful support is rising, whereas complaints about descriptions and unreachable support are falling. Other issues have remained flat.
How to reach Holidaysplease
These are the contact details Holidaysplease publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0845 3 65 65 65, address 3 Church Court, Cox Street, Birmingham, B3 1RD, GB.
The company claimed its Trustpilot profile on 2014-07-11, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 27 of 203 in Travel Agency. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 3 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “holidaysplease.co.uk”, “E: 19/12 holidaysplease.co.uk £150.00 voucher”, “E:01/07 Win A £4000 Maldives Holiday”.
Elsewhere: 4.5★ on Google (31 reviews)
TrustScore over time
4.9 → 4.7 across 4 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-24 (0%, 0.0d) · 2026-09-14 (0%, 0.0d) · 2026-09-20 (0%, 0.0d).
Severity: 33% of this company’s 46 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Measured reply time: across 40 negative reviews that received a public reply, the median wait was 1.6 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 40 company replies to negative reviews analysed, 35% engaged with the specific problem and 18% were generic templates.
Review provenance: 147 company-invited reviews in the recent window average 4.99★, while 53 organic (uninvited) reviews average 4.25★.
11% of its 193 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 35% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 59 of this company’s 6,174 Trustpilot reviews (1%) were written in the last 12 months.
What are the most common complaints about Holidaysplease?
Support unhelpful
16 reports · 35% of complaintsrising since 2022-08“our room was facing a block of apartments and an office block and we had no view whatsoever.”
1 reader marked this review helpful on Trustpilot.
“Delays in responding to requests for itinerary information / tickets in a timely manner”
The company replied on 2023-03-15: “Hi Liz, thank you for taking the time to leave a review and we're very sorry to hear we haven't met service expectations on this occasion. We've read your points carefully and would like to discuss…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“it was just a straight 'no' and the dreaded 'put it in writing to complain'”
The company replied on 2013-01-14: “Dear Jennifer Thank you for your review. We like to investigate the very rare situation where we receive reviews less than 5 stars. This way we can improve for the future. I have looked into the case…”
Our classifier read this reply as a deflection.
Not as described
13 reports · 28% of complaintsfalling“We had to accept a lower grade Hotel Room than the one we paid for”
The company replied on 2019-02-05: “Hi Martin, Thank you for your review. We are sorry for the disappointment expressed with certain aspects of your recent Nile Cruise holiday. We like to investigate the rare situation where we receive…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Nobody available at "Holidays Please" to help”
The company replied on 2015-01-28: “Dear Roger, I have looked into your case and it appears the train company told you that you needed a scanned copy of your passport to board the train. I have looked at the correspondence and we were…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“our room was facing a block of apartments and an office block and we had no view whatsoever.”
1 reader marked this review helpful on Trustpilot.
Other
7 reports · 15% of complaintssteady“Never use these again. Made a huge mess if what was meant to be our perfect wedding.”
The company replied on 2014-09-11: “Hands up this was a mess up! We knew that to get married in Zante you had to stay there for a week first. However when we spoke to the tour operator (Thomas Cook) they said that the residency…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“The hotel staff come across as wonderful helpful people but they were nothing more than perverts”
The company replied on 2024-11-12: “Hi there, sorry to hear you had such a difficult time however I don't think this relates to a Holidaysplease booking. I have requested further information so if you can please provide this and I can…”
Our classifier read this reply as a deflection.
“I wanted guidance planning and booking our holiday, help with visas etc. Instead I got a load of political nonsense”
The company replied on 2026-09-21: “Hello, I'm so sorry but it looks like there has been some confusion as we do not have anyone called Suzanne Evans working for us. Can you provide more information so we can get to the bottom of this…”
Our classifier read this reply as a deflection.
Support unreachable
5 reports · 11% of complaintsfalling“Nobody available at "Holidays Please" to help”
The company replied on 2015-01-28: “Dear Roger, I have looked into your case and it appears the train company told you that you needed a scanned copy of your passport to board the train. I have looked at the correspondence and we were…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Delays in responding to requests for itinerary information / tickets in a timely manner”
The company replied on 2023-03-15: “Hi Liz, thank you for taking the time to leave a review and we're very sorry to hear we haven't met service expectations on this occasion. We've read your points carefully and would like to discuss…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“No replys to my emails which I find to be poor after sales service.”
The company replied on 2017-05-30: “Hi Stephen, I have looked into this for you. It looks like the lack of communication on our part was because your travel expert, Sarah downloaded your e mail on her phone one evening and didn't mark…”
Our classifier read this reply as a substantive response.
Misleading pricing
5 reports · 11% of complaintsrising since 2022-08“Nothing was explained to us clearly and we ended up spending a significant amount of money”
1 reader marked this review helpful on Trustpilot.
“Refund refused.”
“Excursion , overpriced and misleading . Flight delayed and given information late .”
The company replied on 2024-03-22: “Hi Louise, thank you for taking the time to post a review. We are struggling to find your booking in our system for us to look into this further, if you email your booking information to…”
Our classifier read this reply as a template response.
Poor core service
4 reports · 9% of complaintssteady“They left us stranded in Antigua during hurricane Irma and did nothing to get us back to the U.K. to safety.”
The company replied on 2017-11-12: “We are sorry to say that it is not true. Holidaysplease did not leave this customer stranded in Antigua through hurricane Irma. When hurricane Irma hit Antigua, Holidaysplease was almost in constant…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“The holiday information provided was all over the place and the accommodation was generally pretty poor.”
The company replied on 2019-04-26: “Hi Martin, Thanks for your review and your time speaking a few moments ago. If it's ok I would like to reply just to apologise for anything that went wrong and to explain things further. As I…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“it was just a straight 'no' and the dreaded 'put it in writing to complain'”
The company replied on 2013-01-14: “Dear Jennifer Thank you for your review. We like to investigate the very rare situation where we receive reviews less than 5 stars. This way we can improve for the future. I have looked into the case…”
Our classifier read this reply as a deflection.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-20.