Holiday Factory 

Very disappointing experience with Holiday Factory. This was one of the worst travel experiences I have ever had. We went Georgia.The service was extremely poor, communication was unprofessional, and there was no proper support whenever issues came up.
We booked the trip in March, but they kept extending the dates continuously for almost 3 months even though it was possible to travel earlier. Because of their poor management and delays, the entire experience became stressful and frustrating.
Another worst part is their refund policy. There is practically no proper refund support, and customers are left helpless after making the payment. They make promises during booking, but later there is no proper response or solution from their side.
The arrangements and coordination were very badly managed, and it honestly felt like they only care until the payment is completed. After that, customer service becomes extremely disappointing.
I will never recommend this tour and travel company to anyone. Completely unprofessional, poor management, waste of time, and not worth the money at all.

Being first-time customers of this company, we chose to book our trip based on strong recommendations from family friends who had previously travelled with them. During our discussions with the company’s representatives prior to purchase, we were led to believe that excursions and tours would form part of the package. Under this understanding, we proceeded to book what was presented as a premium-priced package.

However, upon receiving the travel documents, we discovered that the package only covered flights, accommodation, insurance, and transfers between locations, with no excursions or tours included whatsoever.

When we highlighted this discrepancy via email and later visited their office in person seeking clarification, we were met with an astonishing level of unprofessionalism, rudeness, and condescension. Rather than attempting to resolve the issue, their staff chose to belittle our intelligence for allegedly not reading the fine print and even went so far as to shame us for raising the concern in the first place. The customer service experience deteriorated further when repeated requests to speak with the original sales agent who facilitated the booking were deliberately ignored or denied.

To verify whether we had genuinely been misled, we independently inquired about similar packages for the same destination and duration. Shockingly, we discovered that for virtually the exact same price, the company was offering another package that not only included tours, but included private premium tours that were significantly more exclusive than the standard group tours they otherwise provide. Even more absurdly, the package we purchased was classified merely as a “regular” package.

When confronted with this glaring discrepancy, the company admitted that a mistake had indeed occurred. Yet despite acknowledging their error, they refused to make any reasonable accommodation whatsoever — not even the inclusion of basic group tours. Instead, they hid behind contractual technicalities and refused to take meaningful accountability.

Further compounding the issue, when we requested a detailed price breakdown to understand how our supposedly “regular” package justified such an inflated cost, they outright refused to provide transparency. Responsibility was instead shifted to an unnamed third-party provider allegedly responsible for their pricing structure, allowing the company to evade accountability for a mistake they themselves admitted to.

At this stage, it appears that this company functions merely as an intermediary or middleman operation that outsources responsibility at every stage — from pricing, to the actual travel experience itself. Any positive aspect of the eventual trip, if there is one, would likely be attributable solely to the third-party operators onsite rather than to this company, whose conduct throughout this process has been deeply disappointing and wholly unacceptable.

Very disappointing experience with this travel company. Our Baku trip (Booking No. 300528204) was canceled three times from their side after repeated confirmations. We even closed a complaint with the Dubai Tourism Department based on their promise to arrange the trip, but it was canceled again.

Now they are asking for extra payment for rescheduling, although the delays were caused by them. Because of these delays, our Baku e-visas also expired, causing additional financial loss.

Poor handling, repeated cancellations, and lack of accountability. Customers should be careful before booking.

i had booked a solo trip and ANA who works there didnt respond after selling me the package, i would suggest people to not buy from them as the customer support is bullshit.

I am extremely disappointed with my experience with Holiday Factory. My trip was canceled twice with very short notice, and I was informed only three days before my scheduled travel date, after I had already arranged and used my annual leave. Not only was there no proper alternative offered, but I was also not refunded or given a fair opportunity to reschedule my trip. This caused significant inconvenience, financial loss, and wasted leave days that I cannot recover. Such last-minute cancellations without proper communication, compensation, or customer support are highly unprofessional and unacceptable. I sincerely hope the company takes responsibility for this situation and provides a proper solution and compensation for the inconvenience caused.

Please be very careful with this company.
We booked the birthday trip to Seychelles very much in advance and 3 days before the trip, we have got a notification that the trip was canceled.
My sister came from USA specially for that, and the agents were informed.
In all our requests to find a solution, book another available trip or do the refund, there was no reply.
The agents were rarely available, I have spent hours trying to reach the agency and once it was done, there was absolutely no help, no advise and no solution.
We are very stressed, upset and still don't have any information.
Disaster service, we have no words.

I am writing to formally report Holiday Factory for withholding my refund for Booking 300528971 after my flight was discontinued. Although the airline confirmed they already processed the refund to the travel agency, Holiday Factory is refusing to return my cash and is instead trying to force me to accept a voucher or a rebooking. They are falsely claiming that "service was provided" to justify deducting service charges, but this is impossible since the flight service was canceled and never existed. I have already escalated this dispute to the Department of Economy and Tourism

Amazing experience, hospitality was top notch, definitely coming there again next time

The tour company at azerbaijan made our experience great, from airport pick up to hotel, then hotel to shahdag mountain, galata, city tour was smooth and on time anyday I visit azerbaijan again definitely its gonna be you for tour guide. Thank you

Thank you for the opportunity to visit your country through Holiday Factory. Your company is absolute excellent on your communication with us. Thank you that I could ask many questions. All were answered promptly even after hours.

It is though a pity that the guides were not with us all the time to teach and show us more of the country and its history. Most of the times we were dropped at a place, shown some buildings and then were left on our own to wonder and google about the rest. Tom was though different and even taught us all about the local food. It would have been nice to get to know the people and their culture more.

#BAKU #AZERBAIJAN TRIP WAS A GREAT EXPERIENCE. WE BOOK THRU HOLIDAY FACTORY TOUR GUIDE ARE AMAZING AND VERY GOOD IN EXPLANATIONS IN EACH PLACES WE VISIT. MOHAMAD AND MEHRAN thank you

scammer scamming us and we asked for a refund they are refusing . i planned a trip to a country of my choice and they made the plans and refused our choices and we payed for a 4 star hotel but they changed to a 3 star hotel and also put capital city that we didt even need . and when we asked for a refund for the past 3 monts they refuse now i am suing them.

It was a horrible experience I didn’t expect to happen
After planning for along time to celebrate my birthday in Uzbekistan and the travel dates was available , they told me I cannot travel on 15 feb bec valenyine is 14 and they consider it as a public holiday 😡😡
I asked to refund me as it was only after 1 day of purchasing they rejected and said 250 aed will be deducted and remaining will be sent as voucher to use later !!!! I think it’s my right to take my money back
I felt I was trapped so agreed to travel on the dates they gave , but again the asked to pay 650 hidden fees I didn’t know about it and also I can’t cancel unless I loss the money already paid
After I arrived , no plan , no guide , I sent email I want to return back 2 days before as I wasn’t happy they ignored my email

In conclusion, this not trusted company they don’t care about the customer, only his money

Thank you Holiday Factory for this incredible Holiday at Azerbaijan, really Appreciate all your support and professional guidance

I enjoyed my stay here in Baku. In factI feared there would be hardly any tourists due to winters. But great, there were many visitors. All the places were very interesting specially Shahdag and the guides did a wonderful job. Thanks to holiday factory, I enjoyed very much.

Thank you so much for the wonderful trip holiday factory. Azerbaijan 🇦🇿 is a wonderful country. Loved every second especially Gabala and Shahdag.

Enjoyed the trip to Azerbaijan with Holiday Factory. Highly Recommended.

One satisfying trip: worth it and worry free! And that’s because of Holiday Factory. I, myself, travels often and doing all the plans by me, but, with all the hassle… I dropped DIY and opted to get a package. I was very well please on how organized and well mannered are the staff, from the organizers to transport to tours guides! Special thanks to Mehran, Tim, Tom and Katrina and absolutely nonetheless to our never tiring drivers who made our transports pleasant and safe! Salute! See you in pur next travel!! Again, Shukran!!

Georgia is an amazing country, every place feels different, and each city offers its own unique activities. It’s a beautiful destination and a perfect place to spend the winter. And it’s an easy country to move around by your own. ( this is a review for Georgia as a country) , holiday factory as a company has too many concerns about but their local guides are the best)

It was a great experience with Holiday Factory, Azerbaijan with an excellent team of amazing people. Every thing was planned and executed to the perfection. There was no anxiety for the tourists as we were fully taken care. Wonderful stay in hotel, well organised excursions with sumptuous local cuisine served with love. Never before had we experienced such a great hospitality from every team member of Holiday Factory. Airport transfers were handled meticulously. Daily activities were planned so nicely that one could enjoy the best of everything. 10/10. Our best wishes to everyone who handled us in Baku.