Holiday Extras - Hythe

Rab Butler

I had to cancel Brisiol parking booking with over a week to run. Holiday Extras wanted to issue a voucher for the full amount, but they issued a partial refund when I refused.
What a con! When I cancelled, they kept £10 of my money as a voucher, only paying me an £80 cash refund.
It's my £10 and I want it back...

after contacting Holiday Extras customer service I received:
Cancellations within 7 days of making your booking will be issued a voucher for the full amount. You can cancel your voucher and request a cash refund within 14 days of issue.

Cancellations 7 days or more after making your booking, will be issued a voucher for the full amount. You can cancel your voucher and request a cash refund (less £10 which we’ll save to your account to use on your next booking) within 14 days of issue.

So be warned: If you cancel after seven days of booking, they will keep some, if not all, of your money and issue a voucher.
Not a happy person...

Rob Cull

Holiday Extras: A Company That Doesn’t Care About Its Customers

If you're considering booking with Holiday Extras, think twice. My recent experience with them has been nothing short of frustrating and disappointing.

On August 9, 2024, I booked a hotel through Holiday Extras and canceled within five minutes, only to be informed that I was not eligible for a cash refund. Despite their "free cancellation" banner, I was only offered a voucher. Nowhere in the booking process did it clearly state that only vouchers would be issued, not cash refunds, even for immediate cancellations. This lack of transparency is unacceptable and misleading.

When I reached out to Holiday Extras on August 9, I hoped for a straightforward resolution. Instead, I was met with vague responses and a shifting of responsibilities. On August 11, I received a response from Matthew, who reiterated their rigid policy without addressing my concerns about the misleading cancellation terms. I followed up again, requesting a cash refund and pointing out the lack of clear information provided during the booking process.

By August 12, Jade informed me that my case had been escalated, promising a resolution within 21 days. I waited, but no resolution came. I followed up multiple times, including on September 17 and September 23, yet still received no meaningful update. Today, October 4, I have heard nothing further, despite repeatedly chasing for a resolution.

This company is more interested in holding onto customers' money than ensuring satisfaction. Holiday Extras’ lack of transparency, inflexible policy, and abysmal customer service make it clear that they do not prioritize their customers. If you value honesty, responsiveness, and accountability, I strongly recommend looking elsewhere. I certainly will in the future.

Richard Wagon

I have used holiday extras for probably 8 years. It's been simple to book hotels and parking, right up to when you want to cancel and get a refund. 3 weeks so far, and guess what, no telephone, so you are at the mercy of live chat, which isn't always so live!

Alistair Wilcox

I wish to pass on how this company left us potentially stranded in France and refused to accept there is an error in their booking process together with flatly refusing to refund the additional money we were forced to pay at the airport to sot out their mistake!

Our Holiday arrival and letter of complaint:

I wish to take issue with the service provision regarding our car hire organised through Holidayextras.com during our trip in the South of France this week.
On arrival at the airport in Nice, after waiting for an hour to be served at the check in desk we were informed that the car being provided with this agreement was to be electric! This was definitely NOT something I would have requested at point of sale as we are in a strange country and had a distance to travel to reach our final holiday destination from Nice airport - which the local village we are staying in has no electric charge points even if we had accepted the error.

This error cost us a further €120 on arrival to correct and only due to the good will of Europcar did they allow (for the additional payment) the exchange of type of vehicle.
This was something that we feel Holidayextras.com are responsible for as far as I was aware I had requested a petrol or diesel automatic car during the signup agreement.

The young lady at the hire desk was also shocked that the paperwork did not inform of the error that we could have addressed with Holidayextras before leaving the UK. She even attempted going through the booking process herself to determine where the error could have happened and was unable to find any references to vehicle fuel type including on our receipt paperwork.

I therefore requested the refund of the additional €120 that we had to unexpectedly pay to address the administration error + any additional currency charges made by our card provider
At no point would we have personally selected an electric vehicle knowing that we were going to such a remote area in France and feel very let down that HolidayExtras could have just left us stranded in a French airport had it not been for the good will and additional capability to hire of the car team at Nice Airport.

This refund was refused and the company tried to pass the blame back onto us stated WE had selected and electric vehicle (when there's no actual fuel choice given). Then they went on to state we had then entered into a 2nd contract nullifying their liability!!

Please think very carefully folks before using HolidayExtras.com!!

post edit seems my perseverance won through…. After my reviews of this company went live on social media HolidayExtras.com agreed to my refund!

Sam B

This firm are ABSOLUTELY USELESS in Turkey.
Someone has cut a deal with Tefen Operasyon, who, when you arrive at the airport, treat you terribly, they start off quite well, they send you instructions and videos of where to go on WhatsApp, but once there, they repeatedly lie about the whereabouts of your driver. On arrival we were nonchalantly told that the driver would arrive when the driver would arrive. It was my friends birthday, we’d had a long journey, we asked politely where the car was and were told by the local man in charge, that the problem was that “all Turkish drivers lie about where they are, because they want the job” and that the firm had no idea when he’d arrive. He took an hour and then, whilst I studied Google Maps for the quick way to go, he went completely the wrong way, and on top of delaying us an hour at pick up, he delayed the start of holiday by a further 30 minutes by driving through the heavily congested wrong part of town. On the return, we waited patiently for 25 minutes past our pick up time, before calling HOLIDAY EXTRAS HQ. They had a stab at helping, but in the end we asked a waiter to communicate with our taxi driver, who when I called him, repeatedly said “no English, no English” and said “traffic, traffic”. This firm is a shambles. I’d go with a hotel which sends a driver as the yellow cabs at the airport all try and pick you off and UBER isn’t allowed to pick you up. Whatever you do, don’t rely on Holiday Extras as they are now unreliable.

Ian Foster

Horrible company and crooks. Booked travel insurance through po cruises and they lied about the cover online. I'm sailing from Malta and the small print says they don't cover Malta. Be very careful, this company uses small print to mislead people tricking them into booking. In addition their customer service is non existent. Nice website but that's it. Beware and stay away.

Tom Harris

Wouldn't let us change number plate of car we were parking with despite having a button to amend car details. Just sent you round in circles then they replied to an email a week later saying it wasn't possible. Why put an option to change if it doesn't let you. Terrible experience with this company

Mark Broadey

Have not refunded my money despite cancelling on the same day as the booking was made - could cancel up until the day before stay. No way to contact this company. No email or phone number available. messaging and complaints options on their website not working. Do not use.