National Holidays UK
Reviews and Complaints

We got picked up in liverpool at 11.15 as we were told he then said oh this is late we will to scarbough late we picked other people up on the way a lady took i’ll so it took awhile for the ambulance ect the driver never thought of our safety I case of an accident where to escape out of window or door ect driver was very rude swearing vaping looking at his mobile reading a slip of paper while driving got to hotel 7.30 pm singer on 45mins on friday ans saturday nothing on sunday and bar shuts early

We have recently returned from a holiday and stayed at the Trecarn Hotel, part of the Britannia Hotels group. When we arrived we had no help with our belongings, and as elderly we had asked for a ground floor room., we were told there was none available, and had to take stairs to not only the lift, but also our room.

Throughout the week we were given frozen vegetables, which were served hard and still cold. We have special requirement of a no dairy diet, we had requested this at the time of our booking, when we enquired at the hotel, the chef came out and asked what the diet was, and we where not given any alterative desserts at all.

The rooms were not in in good repair. with sinks falling away from the walls, and bathroom flooding when the chain was pulled, which fell far short of our expectations. when these concerns were raised with the hotel, they only wrote the concerns down, no one contacted us, and these were not rectified during our stay, rooms were not serviced throughout our stay and each day we were required to ask for clean towels, tea, coffee and milk which was only 4 milk 2 teabags and 2 coffees daily.

The entire hotel staff were very unhelpful, the whole experience fell far short of all other national holiday's we have been on

I have booked a holiday being the lead passenger and I used my debit card.

I booked for my friend to come, I didn't give her the reference number.

Unfortunately my friend has become very obsessive and has been stalking me and sending loads of abusive texts.

I have ignored these.

I phoned to change the name to my husband today and paid £ 25.00 for this.

However she has managed to find out the name change/reference number and that I am still going on the trip still, as I said I cancelled it, she is telling me she is going on the trip and will be confronting me, I have found out she is unstable/so I am despearte to change the date. This is confidential information.She now knows my traval arrangements. I am very upset and worried what she will do

My Reference no is S889232 I am due to travel on Saturday 5th of November 2022

Can you change the date to Saturday October 29th or 12th of November please.

Thank you, I look forward to hearing from you.

Mrs Debbie Atkinson

My wife and I were given national holiday vouchers for a xmas present to the sum of 150 pounds in 2020. Then in march 2021 the covid 19 started and were unable to use the vouchers, but when we inquired about using the vouchers we were told national holidays had gone into liquidation. I wrote to the company and was told that if the company started again we would get a refund. We have now recieved a national holiday brochure. Can you possible get us a refund now.

This tour was advertised in a brochure and online in January 2021 (and recently). On 1 February 2021 I Paid £200 deposit by Barclay Card to secure two places on the tour to proceed on 23 May 2021. I subsequently received a Booking Confirmation which required payment of the balance by 11 April 2021. As I had not heard anything further by that date I telephoned and spoke to Ryan Mann who informed me that the trip had been moved to 12 September 2021. I was offered no refund.

In the absence of written confirmation I telephoned again and was issued with another Booking Confirmation by email 5 May 2021, requiring payment of the balance by 1 August 2021 which purported to enclose an Insurance Indemnity Form which was not enclosed.

I subsequently noted that the holiday details had not been entered on my online account and after many attempts to contact Customer Services I sent an e mail to [protected]@nationalholidays.com which was rejected. Eventually I was given the name of Monica Fassett by the National Holidays Facebook page to raise a complaint.

I sent an e mail to Monica Fassett on 9 July 2021 and I received a response saying that she was away on vacation. I then received a call from your customer service department on the morning of 9 July 2021 but I was not given a satisfactory explanation of why I had not been sent the Insurance Indemnity Form. I am consequently unable to provide my insurance details as you required.

In any event you are unable to discharge your contractual obligations which are based on misrepresentations. Also it is not possible to secure insurance as any such insurance would be void for non disclosure of a material fact.

I have not been provided with details of the Insurance Indemnity Form or any means whereby I may provide details of insurance. When I enquired about this your representative gave me two conflicting answers. I have no way of knowing whether the cover you would provide would be effective as the tour you are still advertising cannot proceed as described. In any event it would not be possible to secure effective cover for the reasons which I set out below.

I have learned that the hotel specified in the booking: ‘The Earl of Desmond, Tralee' is closed until further notice. I have a voice recording of the manager of the hotel who has confirmed that the hotel is closed until further notice and that National Holidays are aware of this.

Any insurance taken out would be rendered void.

There is a mandatory quarantine period for all passengers from the UK of 14 days and a requirement to book a PCR test before and upon arrival in Ireland. (This has recently changed but was in effect at the point of booking so none of the trips could have gone ahead)

https://www.gov.ie/en/publication/b4020-travelling-to-ireland-during-the-covid-19-pandemic/#post-arrival-quarantine-requirements-and-testing-for-all-passengers-arriving-in-ireland-including-great-britain.

https://www.nationalholidays.com/itineraries/15737-killarney-and-the-ring-of-kerry?firsttour=317690

The remedy I seek is a full refund of the deposit of £200.

Please reply by 29 July 2021.

I would also like to know if you are part of an ADR Scheme or whether you are willing to follow through a dispute procedure using ABTA or another travel organisation.

Meanwhile Both the ASA and your insurers should be made aware of the manner in which you currently advertise this holiday.
I have been told that I would have received an indemnity form to complete but I have not, then I was told that it would be sent in the post to me, but it has not been. Which means I am unable to comply with National Holidays request to see my existing insurance prior to paying the balance. I am unable to communicate with National as every phone call lasts over half an hour with nobody answering and every e mail has been either rejected or ignored.

Screen save of the e mail from Ryan Mann I am unable to send as in PDF format, from 5th July, confirming the holiday no indemnity form was attached. The representative you called me told me that it had been sent to me with the confirmation, and I told him it had not been. Then he changed his mind and said that is because we send it out in the post to you before the balance is due, but that has not happened. I have been prevented from complying with making my insurance details available. I am unable to send a copy I have on file of the a tape recording of the hotel who rang me to say that they are closed and that National know this. National have continued to advertise The Earl of Desmond Tralee although it has been closed all the time and still is today.

I have just been on a coach trip to the Emmerdale studios with national holidays with my friend as her birthday treat.
On pick up we were not given an itinerary although information previously sent stated the itinerary would be provided on boarding the coach.
. The driver introduced herself as Kathy with a K she had an aggressive confrontational from the outset.
. She then told us her toilet rule was liquids only anything else & she would lock you in the toilet for the rest of the journey.
. If you weren't back at the coach on time she would leave you behind to sort the rest of the journey out yourself.
. On every service stop everyone had to disembark the coach even though some did not want to. One lady in particular was 88 and although she told Kathy that she didn't want to get off the coach at each service station, Kathy insisted she got off and told her " to stop being difficult ". This was unacceptable behaviour by your employee who displayed no compassion or respect whatsoever to this lady.
. Kathy altered the service stop because she wanted to "buy her dad a present " from this particular service station.
. We were then dropped in York and told to be back at the coach in 4 hours time if we weren't back on time she would go without us and we would have to catch a bus from York to Bradford to the hotel.
. No information about the hotel was given until we returned to the coach and Kathy was asked how long it was take to get to the hotel she then told us about 1hour 20mins, when asked what time dinner was she begrudgingly told us 8:00. Thus providing distress for some customers as they hadn't eaten because no itinerary had been given to us.
. One lady in particular was distressed because on getting lost in York she panicked to get back to the coach under Kathys threat that if late she would be left behind.
. The journey from York to Bradford was filled by Kathy telling us her life story such as :
. she's on her second divorce.
. Lives with her dad
. Dad was a bus driver
. She used to drive for "NASTY Express"
. She couldn't wait to get home to her own bed because there was a "telly" programme she wanted to see.
This was to name but a few I've never experienced such a self centred unprofessional driver in all my life.
. On arrival at the hotel she said she would be back at 9:45 the next morning.
Sunday
. Kathy arrived at 9:30 once everyone was seated she proceeded to tell us before she set off she was killing time because she wasn't sure what time the studio opened.
It was at this point that I was completely shown up and humiliated by Kathys actions.
. I asked if she could set off straight away and would it be better to be there early there rather than sitting on the coach in Bradford.
. Her response was in an extremely aggressive tone "I've got things I need to do before I set out" I responded by laughing at that she said " I don't need this [censored] and I don't get paid enough to take abuse.
. By this point she was standing in the aisle shouting up the coach at me I was absolutely in shock when she continued with" I can throw you off this coach anytime I want, then you'll be making your own way home. Just leave me alone to do my job ".
. Everyone around me was disgusted and horrified by Kathys behaviour. It absolutely ruined my weekend and I'm certainly not a confrontational person had we been given itinerary at the beginning of the trip there would have been no need to ask such questions.
On raising this complaint I feel that Kathy should be disciplined and sent on a customer service course. I do expect a response from yourselves as both I and fellow passengers feel that Kathys behaviour was totally unacceptable, unprofessional, aggressive and had undertones of bullying.

We went to Newquay and Scilly Isles on 23.9.
2019. On the way to Newquay our driver informed us the trip to the Scilly Isles was cancelled due to the weather and we where going to the Eden Project instead. We didn't want to go there. If we had we would have booked that tour. When we arrived at hotel itinary board said St Ives. The receptionist knew nothing about it. The next morning the confusion wss still going on si after waiting 3/4 of an hour still nothing sorted we left and caught service bus to Truro at our own expense. It meant those who went to Eden Project had 3 free trips where we only had 2. I know some people on the coach received compensation and I feel we should get some. I look forward to hearing from you.

Sheila Rackstraw
62 Arundel Road Farringdon
Sunderland
SR3 3JW

Me and my friends went to Scarborough on the 8 th Sept till the 9th Sept with national holidays we stopped of at guisborough for 25 minutes and straight to Scarborough for 12 we couldn't check in till 3 at the Grand hotel I wasn't impressed with my room some of the floorboards were loose I only had a light above the bed the basin in bathroom had a crack the shower I didn't use the shelf above the sink you could bang your head of we checked out on the 9th Sept at 10 o'clock and we were going to get picked up at 1 are coach didn't arrive till 2 we got on the wrong coach and had to get of and get on another one the driver didn't no we were getting on his coach to head back to Sunderland we stopped of at guisborough at 3 o'clock till 4 where 8 people got of to make there own way back we got back to South shields at 6 o'clock I wouldn't recommend the trip very disappointed

Ref number -R77 4689
I book a weekend away for me and my husband to the cruise, steam & the Yorkshire dales on 20th September 2019 for my 50th birthday. Sadly on the 6th September our son was tragically killed. We informed National holiday on the 9th of September to see if we could get a refund or a voucher to use at a later date as the 29th September was the date we got to have our sons funeral. No voucher and after paying £238.00 I received a refund of £59.50 utterly discussing I have used this company for many years and we do a least 2 a year well I will not be using this service again
Mrs Joanne Soakell
Haswell Durham

we went on the emmerdale studios experience on the 27th july and we stayed at the bradford hotel in bradford and it was very dirty the rooms smelled of sick the bathroom doors handle came off the air con was broke and we went down for dinner on the night and we was served curry fish and chips and stir fry the people who had the fish got very ill and half the coach suffered two people got a train home the next morning cause they was too ill my girlfreind was ill and i didnt feel too great i asked for a pint of boddingtons bitter and it tasted off i had to send that back in all the hotel spoilt the whole trip if you could respond id be very greatfull thankyou

On Monday the22nd July 2019 for five days I went on theLlandudno inclusive special holiday. We were booked to go to The New Loretta Hotel, this was changed by letter a few days before going on the trip. We were now staying at The Chatsworth House Hotel instead. It clearly states in the brochure I have that there was an included visit to Chester, which is why I booked this trip. I would like to know why we were not taken to Chester as stated in your brochure.
I am disappointed and concerned as I have two more holidays booked this year with National Holidays. One to Sandown Isle of Wight and one to Thursford Christmas Luxury Break. I am hoping that these two trips will be as described in your brochure.
This year I will have spent around £ 1000 on National Holidays.
If changes continue to be made I will be reluctant to use National Holidays in the future.

Llandudno Inclusive Special Ref number R698754#1
Sandown and Isle of Wight Ref number R735331#1
Thursford Christmas Luxury break Ref number R714320#1
I will look forward to hearing from you asap

I left a mobile phone on a coach during a day out from scarborough to whitby. There was no way of contacting the company, the rep or the coach driver as to the whereabouts of the item. I was told the rep visited the grand hotel at the approximate time of 9.Am and we waited for her. No appearance. By chance the driver of the coach was nearby and told us the phone was at the clifton hotel.
My complaint is with the inaccessability of communication with any part of the company at any time. Telephone numbers were printed, one of them supposedly 8 am to 8pm, 7 days a week. No response. The rep does not visit all hotels and no one knew where she was and had no means of contacting her.

Ref no: r634808
date of holiday 8th july for 5 days. The phone was lost on 10th july and found 11th.
The point is that the phone was located by chance...If we had not spotted the driver standing by a bus but not on duty we could still be looking for it.
I think the rep's name was elaine but i am not sure.
I would like an apology and reassurance that one could contact someone, somewhere, should the need arise.
It could have been an emergency.

Booked a trip for Peaky Blinders and Chester paid £99 each for myself and my daughter. Only to be taken to Liverpool and two see two old buildings a museum we where told didn't have time to go in guide tried to sell us caps at £10 each and badly printed guide books for £3 didn't see Distillery as promised or the Adelphi Hotel has a fifteen minute stop on way and told couldn't bring food or drink on bus . Didn't get to our hotel until 6 15 that night informed evening meal was at 7 both myself and my daughter felt ill due to lack of food and had to go to a pub opposite hotel cost me £14 for a meal and drink so didn't even get my free evening meal was stuck in a hotel at Haydock was absolutely disgusted at the trip guide showed us a few streets where Ringo star was brought up and his school talked endlessly about Liverpool football a absolute disgrace . I have booked many trips from you but this was a joke

On 31st May 2019 myself, husband and 2 friends travelled on your coach to Bournmouth
for an overnight stay at The Carrington House Hotel, our room was not very clean but we didn't say anything as it was just the one night. The following day we travelled on to Jersey.
On our return journey we again stayed at The Carrington House Hotel, our room was filthy, I wouldn't even take my shoes off as the carpet was so bad. The room smelt of cigarettes.
In the bathroom the shower was hanging off the wall and again dirty.
We were so glad when morning came and we could travel home.
Our friends also had issues with their room.

We booked a river cruise attracted by the advert for Rhine in Flames. We were to be part of the convoy, , we travelled so far behind the convoy we saw very little of the Rhine in Flames because the show was almost finished by the time we arrived at the point of displaying. The captain attempted a lame excuse which satisfied no one. We didn't see the main attraction of the cruise therefore we should be compensated in some form. Mr and Mrs Kilduff and Mr and Mrs May.

Having returned from Dublin and Wicklow holiday on 11th April, everything was good the hotel, the food, driver etc but there was a trip included to Wexford on the Wednesday but was told there wasn't enough to do for the full day so could pay another 12.50 euros each to go to Waterford in the afternoon. We had already paid 12.50 euros each for the Dublin tour so could not afford to pay anymore and felt this was a cheek as it didn't state this in the itinerary. We were told by the other passengers there was nothing at Wexford so if we'd had gone we would have been there for 7 hours if we didn't go to Waterford how unfair this would have been.

Luckily we chose to stay in Enniscothy where the hotel was but missed out on a days trip we thought was included, we feel like we've been ripped off! Look forward to hearing your explanation?

Went to Wigan Britannia hotel for 4 days, morcombe and bury market holiday with national holiday. The coach itself and driver we couldn't fault but the hotel wasn't up to scratch. Meals were plain and dry, and not much taste to them and not much choice. The room was a nightmare we heard constant buzzing noise coming from heating only went off after 11pm and started back up 7am . Had to pay additional £4 per day just to use pool which wasn't very big or deep. We have been on quite a few national holidays but this is by far the worse we've been to. Would not recommend it to anyone.

Sunday 13th January to Monday 14th January 2019. Grand hotel Scarborough.
Had one drink in the bar on the Sunday night in the Grand about 8. 30 pm it was a draught pint of San Maguel. my first taste I knew did not taste very good when telling my partner he said your not leaving it because of how much it cost. slowly carried on drinking knowing it did not taste good as i have worked in bars most of my life assuming the lines had not been cleaned due to the taste. After drinking about one third of the pint heading for our room about half hour after having the pint i needed to go to the toilet not feeling very good at that moment. off and on most of the night. Got up next morn not feeling so good tummy pains again feeling really ill by this time waiting for the coach to pick us up I was told our names were not on the coach drivers list for getting on the coach . I was then told to go and see the rep in the hotel he checked and said yes we are on his coach but he had gone by the time we got out side. the rep was busy checking in two other coaches and felt to ill to hang around... so we then had to go and got a bus to Middlesbrough. before getting to Whitby I happened to vomit very badly just came on suddenly it was every were and smelt really bad. Passengers on the bus were not happy because of the very bad lingering smell and complaining... I have never felt so embarrassed in all of my life. Got off at Whitby went to the toilet in Whitby and got my self cleaned up feeling even worse by this time we then had to go for a bus to Middlesbrough... as you can imagine how I must have felt by this time. Got a taxi from m.bro bus station home going straight to bed. for the next four days after I slept quite a lot feeling very weak taking paracetamol. by Saturday the 19th Jan starting to feel a lot better . went to town a few days later.This is very true... to begin with I did think it might have been a tummy bug, was only after drinking the pint of lager when all of the above did happen. Also I am very concerned if this happened again to other guest in the Hotel . Hope to hear from you very soon. SHEILA HARRIS

We booked a holiday for 4 days to Bruges &Lille Christmas Markets Weekend. on the 24th of november2018.for 4 days. when we booked this we were told that it was Breakfast and Envenings. but we only got the one evening on arrival. Dont understand why we did not get this for the rest of our stay.We are very upset about this matter. As we were told that it was for Breakfast and evening meals for the 4 days.There were a few other people on our coach that were also very upset about this as there said that they would not have booked the 4 days away. If they knew about this.But i was told by a lady when i Booked our holiday that we would get breakfast and evening meals.Very disppointed about this.We would like to here from you about this matter very soon.our booking refrence number is R497327 5 Tour ref number is 7480A Booking of our holiday was on the 24th of August 2018. And the Issue date was on the 1st of November.This is all on the letter that i recived on my laptop and also on my phone.We are not sure if we will be booking any more holidays with you, because this holiday as mande us so very upset, and i have never stopped crying since i got back home.Thinking of talking to a solicitor about this matter.We do hope to here from you very soon. my e-mail address is [protected]@gmail.com or [protected]@gmail.com.Telephone is [protected].

Recently had a trip to Liverpool, Adelphi Hotel, with my daughter, whilst the excursion was okay in the main, I feel I must bring yr attention to the disgraceful condition of the hotel room number 535the window was unreachable, air conditioning wasn't working which made our stay in that room unbearable, one setting on shower, scalding hot, I am 70yrs old and suffer with COPD, which meant I and my daughter hardly slept because of the unbearable heat, on complaining to reception the next morning, a 'manageress' half heartedly apologised and gave me customer service email address for britannia hotels, (which turned out to be wrong) to add insult to injury, which has cost me endless hrs, trying to contact the to no avail, hoping you can help me in some way, very disappointed, thanking you in anticipation Jacqueline Wells