We did not book with holiday bay just as we got a last minute deal with another company. However, iszamme was amazing, patient and kept in close communication trying to work some out for us. Very good... See more
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Review summary
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Reviews shaping this summary
Bob has been putting a holiday itinerary together for myself & my wife across 🇨🇳. He is so accommodating & efficient at his job he is a credit to your company. Wouldn't hesitate to get in touch wi... See more
Used the company to book a holiday, We were introduced to Shane he was efficient helpful and gave us all the information we asked for nothing was to much trouble for him he was quick to acknowled... See more
Jason was amazing finding us the perfect holiday to four different resorts in Thailand, which we cant wait for next year. He was very patient and manage to provide me with perfect hotels and a fantas... See more
Company details
Written by the company
We create memories! We cooperate with clients to determine their needs and advise them on appropriate destinations, modes of transportation, accommodations, cruise & safari!
Contact info
29 Emerson Road , WV10 8DE, Wolverhampton, West Midlands, England, United Kingdom
- 0204 520 4240
- contact@holidaybay.co.uk
- holidaybay.co.uk
4.9
Excellent
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 87% of negative reviews
Typically replies within 1 week
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Our cooperation with Mr Joshua and the…
Our cooperation with Mr Joshua and the travel agency was professional. The customer service team demonstrated great commitment, reliability, and an individual approach to client needs. Communication was efficient, and all organizational matters were handled quickly and professionally.
I highly recommend Holiday Bay agency.
8 June 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your kind review! 😊
We're delighted to hear that your experience with Joshua and our customer service team was professional and smooth throughout. It's great to know that you felt supported, well-informed, and that everything was handled efficiently and with care.
We truly appreciate your recommendation and your trust in Holiday Bay
Team Holiday Bay
Just want to give a shout out to Joshua…
Just want to give a shout out to Joshua who helped me thru this nightmare (for me) trying of booking a holiday to the Far East. He was nothing but polite and very helpful for a novice like myself. Unfortunately my circumstances had changed and was no longer able to go. I felt sorry for Joshua for putting all that hard work in. But Joshua was never pushy or annoyed but understanding of my situation. Thank you Joshua for your help. I will be back.
9 June 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your kind review and for taking the time to share your experience 😊
We're really pleased to hear that Joshua was able to support you through the booking process and make things feel clearer and less stressful for you. He will also really appreciate your kind words, especially knowing he was understanding and supportive when your circumstances changed.
We completely understand, and there’s absolutely no need to feel bad—things like this do happen, and we’re just glad we could assist you along the way.
We’ll be more than happy to help you again whenever you’re ready to plan your next trip.
Team Holiday Bay
I am extremely disappointed with the…I am extremely disappointed with the service provided by this travel agency and would not recommend them based on my experience.
service provided by this travel agency and would not recommend them based on my experience.
Our holiday to Japan and China was negatively affected by a series of failures in communication and customer service. The airline informed the agency approximately three months in advance that our outbound flight had been cancelled and that we had been transferred to an earlier morning flight. However, the agency never informed us of this change. As a result, we lost an entire day of our holiday and several pre-booked activities that were non-refundable.
The agency also claimed that our contact details had been updated with the airline, but this was never done. Because we were booked through a third party, we were unable to manage our reservation directly, receive flight updates, or easily resolve issues with the airline ourselves.
The problems continued on our return journey. The flight voucher provided by the agency listed the departure time in a confusing and misleading format, which contributed to us missing our flight. When we contacted the agency for assistance, we were quoted extremely high fees to change our tickets.
What was most disappointing was the lack of support. We explained that our credit card had been blocked and that we were struggling to make immediate payment while stranded abroad. Rather than helping us find a solution, we were repeatedly told that nothing could be done until money was transferred. We even identified cheaper direct flight options ourselves and suggested them to the agency, but little assistance was provided.
A travel agency should make travel easier and provide support when problems arise. Unfortunately, our experience was the opposite. The poor communication, inaccurate information, and lack of customer care caused unnecessary stress, financial loss, and the real possibility of being unable to return home on time.
I hope the agency reviews its procedures and improves its customer service so that other travellers do not experience similar issues.
16 May 2026
Unprompted review
Reply from Holiday Bay
Dear Alexandra,
I hope you are doing well.
My name is Adam, and I am the Senior Manager at Holiday. I have personally reviewed your booking and the concerns you raised regarding your recent trip to Japan and China. Thank you for taking the time to share your feedback. I am genuinely sorry that your holiday did not meet the standard of service we aim to provide.
After carefully reviewing your case, I would like to explain what happened and offer a fair resolution.
Regarding your outbound journey, I completely understand your disappointment at missing the first day of your holiday. Your airline made a schedule change due to the significant operational disruptions affecting many carriers at the time, largely caused by the conflict in the Middle East and resulting airspace restrictions.
Although airlines normally notify travel agents of such changes, there are occasions where notifications are delayed or not received. Unfortunately, this meant the change was not communicated to you before departure. While the disruption was outside our direct control, we recognise that we should have provided a smoother experience.
Once we became aware of the issue, we worked to secure an alternative flight for the following day and absorbed the additional cost ourselves to ensure you could continue your holiday. Although we cannot undo the inconvenience, we would like to offer a partial refund for the missed day together with a Holiday travel credit voucher as a gesture of goodwill.
Regarding your return journey, we have reviewed the travel documents issued. The departure time shown as 12:50 AM is the standard international format used by airlines worldwide to indicate a flight departing shortly after midnight. Unfortunately, we cannot change how airlines display departure times on their tickets, as these documents are generated directly by the airline's reservation system.
We are very sorry that this misunderstanding resulted in you missing your flight. However, after reviewing the circumstances, we do not believe this was caused by an error on our part, and therefore we are unable to offer compensation relating to the return journey.
Please be assured that we never intentionally place our customers in difficult situations. Throughout your booking, our team genuinely tried to assist, including arranging replacement flights despite the financial loss to our business.
We understand why you felt frustrated and respect your decision to share your experience publicly. However, we hope that after considering the circumstances and our proposed goodwill gesture, you may reconsider your review. While we accept that we could have communicated better regarding the outbound schedule change, many of the issues arose from airline operational disruptions beyond our control.
We value your custom and hope you will allow us the opportunity to resolve this matter amicably by accepting our goodwill compensation for the missed day of your holiday and the travel credit towards a future booking.
Thank you for taking the time to read my email. I look forward to hearing from you and hope we can reach a positive resolution.
Had an excellent experience booking my…
Had an excellent experience booking my dream holiday, my rep rozi reed helped with all the questions I had and helped me book a holiday that was tailored for me, all I can say is the booking process was made simple because my rep was so kind, would definitely recommend this service for anyone interested in a holiday
9 June 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your wonderful review! 😊
We're delighted to hear that Rozi Reed was able to help make your dream holiday come together and that the booking process felt simple and tailored to your needs. It’s great to know all your questions were answered and that you felt supported throughout.
Thank you for your recommendation and for choosing our service. We hope you have an amazing holiday!
Team Holiday Bay
A remarkably relaxed experience
A remarkably relaxed experience. Eva grace was very helpful and very details in the responses.
7 June 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your lovely review! 😊
We're delighted to hear that you had such a relaxed booking experience. It's wonderful to know that Eva Grace was helpful and provided detailed responses throughout the process.
Team Holiday Bay
Becky has been so helpful from the…
Becky has been so helpful from the start of our conversation and very responsive. Nothing was too much trouble and she genuinely wanted me to get the holiday o was looking for. Thank you Becky.
6 June 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your kind review! 😊
We're delighted to hear that Becky was able to help you find the perfect holiday. It's wonderful to know that you felt supported throughout the process and that nothing was too much trouble.
Thank you for your lovely feedback and for choosing Holiday Bay. We hope you have a fantastic holiday!
Team Holiday Bay
Arya was a great in booking our…
Arya was a great in booking our Thailand holiday and changed the itinerary around for us to make it more suitable without it being an issue. Was friendly and fast responses, very accommodating. Would recommend and thank you
6 June 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your wonderful review! 😊
We're delighted to hear that Arya was able to help tailor your Thailand holiday to suit your needs. It's great to know that the itinerary changes were handled smoothly and that you found the service friendly, accommodating, and responsive throughout.
Thank you for your recommendation and for choosing Holiday Bay. We hope you have an amazing time in Thailand!
Team Holiday Bay
Chris was really helpful
Chris was really helpful, professional, and patient throughout the process. He answered all my questions clearly and made everything feel smooth and stress-free. Great customer service and quick responses. Thank you again for your help!
6 June 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your lovely review! 😊
We're delighted to hear that Chris was able to make the process smooth and stress-free for you. Providing clear information, quick responses, and excellent customer service is always our goal, so it's wonderful to know Chris delivered just that.
Thank you for choosing Holiday Bay, and we truly appreciate your kind words.
Team Holiday Bay
Bob was a great agent
Bob was a great agent. He was very understanding of what I wanted to do and very efficient and coming back with the proposed itinerary.
Ideal holiday booked, and for a VERY reasonable price
22 May 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your kind review! 😊
We're delighted to hear that Bob understood exactly what you were looking for and was able to put together the perfect itinerary for you. It's fantastic to know that you were happy with both the holiday and the value for money.
Thank you for choosing Holiday Bay, and we hope you have an amazing trip!
Team Holiday Bay
Bob at holiday bay
Bob, was wonderful from the start, extremely helpful and informative with everything provided. All questions or concerns sorted in great timing with great detail. Could not recommend Bob at holiday bay anymore, he put me right at ease whilst booking one of the most important holidays of my life, my honeymoon.
4 June 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your wonderful review! 😊
We're delighted to hear that Bob was able to make your honeymoon booking experience smooth and stress-free. It's great to know that all your questions were answered promptly and that you felt supported throughout the process.
Thank you for your recommendation and for choosing Holiday Bay to help plan such a special trip. We wish you an amazing honeymoon and a lifetime of happiness together!
Team Holiday Bay
Very good communication from Eva
Very good communication from Eva
Nothing was too much trouble
Booking Disney holiday gave a few options and when asked to change dates hotels etc was done very quickly would certainly use again
Eva was very helpful
3 June 2026
Unprompted review
Reply from Holiday Bay
We're delighted to hear that you were happy with the service provided by Eva. It's great to know that the different holiday options and any changes to dates or hotels were handled quickly and smoothly.
We really appreciate your kind words and look forward to helping you plan another fantastic holiday in the future!
Team Holiday Bay
Disappointed
Holiday Bay – Misleading, Disorganised and Poor After-Sales Service
Please read this — it may save you an expensive mistake.
My experience with Holiday Bay started well. They were responsive and helpful while I was planning a multi-location trip to Thailand. However, they asked me to leave a review before I had even booked or travelled, which in hindsight raises serious concerns about how genuine their positive reviews are.
Once I booked, the issues began. I paid a £200 deposit, only to be asked for an additional £300 the same day — something not clearly explained upfront.
I also asked to extend my stay by four days (flight only). I was told this was possible for £80 extra, confirmed on a Friday. By Monday, it wasn’t included in the final payment, and I was then told it couldn’t be done as everything was already booked. Only after I pushed back with their own message did they agree — which did little to inspire confidence.
After full payment, service dropped significantly. I had to repeatedly chase for documents that were promised automatically. When they arrived, they were incomplete. The first ATOL certificate had the wrong number, and a key travel voucher was missing. It took weeks of chasing — right up to just days before departure — to get everything.
The biggest issue was transfers.
They are advertised as “included,” but this is misleading. Important details about how they actually work are not clearly explained at the time of booking.
I was crammed into a very hot minivan with 11 others, taken to an unorganised transfer stop, then dropped about half a mile from my hotel. I had to walk there in 30°C heat with 30kg of luggage — and as someone in my mid 60s, this was completely unacceptable. When I contacted the company, the representative didn’t even seem aware of my situation and thought I was in Ireland.
It gets worse. While the ferry from Saladan Pier to Rassada Pier was included, getting to the pier and from Rassada to my hotel was not — I had to arrange and pay for this myself. I also have to arrange my own transfer to the airport at the end of the trip.
On top of that, the ferry wasn’t even direct as expected. I had to go via Phi Phi Islands, change boats, and wait around an hour — something never made clear beforehand.
These are not minor details — they are key parts of the journey that should be clearly explained before booking, not left for customers to figure out later.
When I raised concerns, I received an apology but no real resolution. The clear impression is that once they have your money, support drops off.
The hotels were also oversold. Clean and acceptable, but clearly budget — not the “fairly luxurious” standard described.
Looking back, I regret booking through Holiday Bay. It added stress rather than removing it. If you do book with them, check the hotels yourself and read independent reviews — they may not be as described.
Based on my experience, I would not recommend Holiday Bay, especially for multi-destination trips where organisation and clarity are essential.
Follow up from this post!
I have just had a phone call from holiday bay asking if I would take this down trying to offer me a £200 voucher for my next holiday if I’d take this down, also trying to guilt trip me saying that the rep who I haven’t named would get the sack.
This is who you want to book through? Your choice!
7 March 2026
Unprompted review
Reply from Holiday Bay
Thank you for taking the time to provide your feedback. I am Adam, Senior Manager at Holiday Bay, and I have personally reviewed your booking and the concerns you raised. I am genuinely sorry that your experience did not meet your expectations, and I would like to clarify the points you mentioned.
1. Deposit and Additional Payment
You mentioned paying a £200 deposit and then being asked for a further £300 the same day. This was not an additional charge beyond the agreed holiday price. The £300 formed part of your outstanding balance and was requested to secure your flights and accommodation with our suppliers. The total cost of your holiday remained exactly as originally agreed.
2. Four-Day Flight Extension
We were pleased to arrange your request to extend your stay by four days for an additional £80. While there was some confusion during the process, this represented excellent value and was not an extra charge made for profit. We secured a favourable fare with the airline and honoured the arrangement.
3. Travel Documents
Our Terms and Conditions explain that travel documents are normally issued within 14 days of departure once all services have been confirmed by our suppliers. This helps ensure the information provided is accurate. We apologise if the timing caused concern and appreciate your patience.
4. Transfers
We understand this was your main concern. Your booking confirmation included ferry transfers between destinations and one road transfer from Phuket to Krabi. It did not include hotel transfers to or from ferry terminals, and these services were not purchased as part of your package.
As ferries operate between ports rather than hotels, onward transport must be booked separately unless included in the booking. We appreciate that this may not have been what you expected and will review how we explain these arrangements more clearly to future customers.
5. Hotels
The hotels were confirmed before booking, and links to the properties and independent reviews were provided during the quotation stage and on your booking confirmation. We are sorry they did not meet your personal expectations, although they were the hotels selected and confirmed before travel.
Our Commitment
We recognise that multi-centre holidays involve more complex logistics, and although we do not believe all of the issues raised resulted from errors on our part, we are sorry your overall experience was disappointing.
As a gesture of goodwill, we would like to offer compensation for the areas where we feel communication could have been better. However, we are unable to offer compensation regarding the transfers, as these services were not included in the package purchased.
Our intention has always been to provide the best possible service and resolve concerns fairly. We hope this email clarifies the circumstances surrounding your booking and demonstrates that we have carefully reviewed your feedback.
If, after considering our explanation and the goodwill gesture, you feel your concerns have been fairly addressed, we would appreciate you considering updating your review to reflect our efforts to resolve the matter.
Thank you once again for your feedback, and we hope to hear from you soon.
Very helpful and knowledgeable
Very helpful and knowledgeable. Adaptable to change requests, very thorough with all details and breakdown of prices and info. Enjoyable experience dealing with Holiday Bay
27 May 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your kind review!
I'm really pleased to hear that you found the service helpful and informative. It was a pleasure assisting you, and I truly appreciate your support and feedback.
Thank you for choosing Holiday Bay, and I hope you have a fantastic trip!
Team Holiday Bay
I enquired about a 3 day break in…
I enquired about a 3 day break in Iceland to hopefully see the Nothern lights in March 2027
ARYA served me today. and made the booking experience effortless, Answering all my questions and made the whole thing seamless. to finding the airport, upgrading hotel room.
very satisfied and would recommend
Liam
27 May 2026
Unprompted review
Reply from Holiday Bay
Hi Liam,
Thank you so much for your kind review! We’re delighted to hear that ARYA made your booking experience effortless and answered all your questions so thoroughly. It’s great that everything from finding the airport to upgrading your hotel room felt seamless.
We hope you have an amazing time in Iceland in March 2027 – and that the Northern Lights put on a spectacular show for you! ARYA and the whole team will be here if you need anything else before your trip.
Thanks again for recommending us, and we truly appreciate you taking the time to share your experience.
Best wishes,
T
eam Holiday Bay
Just booked Thailand through holiday…
Just booked Thailand through holiday bay, me and my friend want to go travelling through the islands and thought this was the perfect way to start as first timers. I would like to say thank you to Arya, who has been super helpful throughout whole booking process and been super patient with any questions I had.
26 May 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your lovely review! 💬
We're absolutely thrilled to hear that you and your friend have booked your first trip to Thailand with Holiday Bay – and what an exciting way to start your island-hopping adventure! 🌴
A huge thank you for your kind words about Arya. It’s wonderful to know that she was able to make the booking process smooth, helpful, and patient with all your questions. We’ll be sure to pass along your appreciation to her – she’ll be delighted!
If anything else comes to mind before your trip, please don’t hesitate to reach out. Wishing you both an unforgettable journey through the Thai islands!
Best wishes,
The Holiday Bay Team
I am beyond soo pleased and grateful…
I am beyond soo pleased and grateful for all the help and guidance I have received. This has been a dream mine . I was give the best price and me and my family are going to make some precious memories thanks to the help of holiyday Bay . I will for sure use this amazing company again in the future i have also told my family and friends.
24 May 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your heartfelt review! ❤️
We're absolutely overjoyed to hear that booking with Holiday Bay has helped turn your dream into a reality. Knowing that you and your family are going to make precious memories together means the world to us.
It's fantastic that we could offer you the best price, and we're so grateful for your kind words about the help and guidance you received. Hearing that you'll use us again in the future – and that you've already told your family and friends – is the highest compliment we could ask for.
We can't wait to help you plan many more unforgettable trips. Wishing you and your family the most wonderful time away!
Warmest regards,
The Holiday Bay Team 🌟
Spoke with Arya about custom holiday…
Spoke with Arya about custom holiday and so helpful and arranged everything we wanted thanks
23 May 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your great review! 😊
We're so pleased to hear that Arya was able to help arrange the perfect custom holiday for you. It's wonderful that she listened to everything you wanted and made it all happen – that's exactly the kind of personal service we aim to provide.
We'll be sure to pass along your thanks to Arya – she'll be thrilled to know you had such a positive experience.
If there's anything else you need before you travel, just let us know. Wishing you a fantastic trip!
Best wishes,
The Holiday Bay Team ✈️
Would like to say a huge thankyou to…
Would like to say a huge thankyou to Rex ,excellent service,,as a first time holidaymaker abroad i was looking for me and my son a trip for his 21st ,Rex put my mind at ease and decided to book Japan ,he answered all the questions i had and was very patient.Thankyou Dawn and Tyler Allen.
20 May 2026
Unprompted review
Reply from Holiday Bay
Thank you, Dawn and Tyler! 🌟
What a special trip – celebrating Tyler's 21st birthday in Japan! We're absolutely delighted that Rex could help make this happen for you both.
A huge thank you for your kind words about Rex. It's fantastic to hear that as a first-time holidaymaker abroad, he put your mind at ease, answered all your questions, and was so patient throughout the process. That's exactly the support we want every customer to feel.
We hope Japan gives you both the most amazing adventure and memories that will last a lifetime. Rex and the whole team will be here if you need anything before you go.
Thank you again for choosing Holiday Bay – and for recommending us too!
Warmest wishes,
The Holiday Bay Team 🗾✈️
Booked a 15 night multi-trip holiday…
Booked a 15 night multi-trip holiday for 5 in Bali for July, Shane provided lots of options and was extremely helpful and patient in finding us the right accommodation for our budget and needs.
6 May 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for taking the time to share your experience! 🏝️
A 15-night multi-trip holiday for 5 people in Bali sounds absolutely amazing – we're so excited for you! We're thrilled that Shane was able to provide you with lots of options and show such patience and helpfulness in finding the right accommodation for your budget and needs. That personal touch is what we always strive for.
We'll be sure to pass along your kind words to Shane – he'll be so pleased to know he made a difference in your planning.
Wishing you and your group the most wonderful time in Bali this July. If anything else comes up before you travel, we're always here to help.
Best wishes,
The Holiday Bay Team 🌺✨
Hi a lovely helpful lady called Rozi…
Hi a lovely helpful lady called Rozi couldn't do enough for me, took lots of time trying to get me a great deal..very polite , would definitely recommend Rozi to find you a great holiday break
20 May 2026
Unprompted review
Reply from Holiday Bay
Thank you so much for your lovely review! 😊
We're absolutely delighted to hear that Rozi took such great care of you. It sounds like she went above and beyond to find you a fantastic deal, and we're so glad her patience and politeness made such a positive impression.
Rozi will be over the moon to read your kind words – thank you for recommending her! 🙌
If you need anything else before your holiday, just give us a shout. Wishing you a brilliant break!
Best wishes,
The Holiday Bay Team ✈️🌴
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