"Upset Worthing"

To start with if I could have I wouldn't have given them one star but to continue my review I had to. . Booked to go in March but was cancelled due to C19. We have only just got our refund which was minus their fee which I found disgusting shouldnt gave had any charge in my eyes. Had to wait over 100 days which I think was totally unacceptable for out refund . Had been with them before but will never book with them again as they are not covered by ABTA . You certainly finde out who are the trust worthy agents in a time of trouble.

"Booked 5 night stay to Gibraltar for…"

Booked 5 night stay to Gibraltar for March 20 20 but unfortunately could not go due to the coronavirus.
Application for refund initially went well but then was informed there would be a £50 cancellation fee due to staff time spent on phone sorting refund. Informed them that we should be entitled to full refund and that they could claim on there insurance, to be told they do not have insurance????
Took approx 6 weeks for refund- shame on you, sorry will never book with you again

"Now is when we find out who the honest firms are."

In common with many of the more disreputable companies, they are passing on their bad debts to their customers, rather than admitting they are insolvent. Were they to do so, a claim could then be made under ATOL. Disgusting way to treat customers of many years standing.

Following their "response" I would point out that people will have to make up their own minds as to whether ignoring and avoiding their admitted liability to refund monies received for services not rendered is an honest way to do business, Their current position, refusing to refund because of problems with their suppliers is clearly reprehensible. Although they maintain that their business is thriving, I see no sign of any significant travel to and from Gibraltar, suggesting that this is another of their optimistic inventions.

Now two and a half months waiting but my refund remains unpaid. This being after having been advised that refunds normally take two weeks, but possibly a bit longer. No updates unless chased for. Nick Clout often can't be bothered to respond to emails for weeks at a time. Latest update is for him to threaten to deduct £75 from my refund if I instigate a chargeback under section 75 of the consumer credit act. We have used this firm for a number of years and they are very good when all goes well. As we can now see, when the going gets tough the customer gets shafted. As another has said, shame on you.

Everything is good whilst you make money from your customers, but you are unwise to rest on your historical laurels in the light of your current performance. Loosing reputation is so much easier than building it.

"Can’t fault this company ...."

Can’t fault this company especially their staff during these testing times. I regularly visit Gibraltar, well twice a year to see my son and his family And have used My Gibraltar for every trip staying at The Caletta Palace and long may I be in the future. Excellent service with a very informed and personal touch 🙂

"My friend booked to go out to Gibraltar…"

My friend booked to go out to Gibraltar on Wednesday with my Gibraltar,with most of Gib closed,he tried to cancel,what the point going out to Gib with everything closed,he was going out to Gib to surprise the group I was going out with 14 of us ,but we got our weekend cancelled .He tried to cancel but got no joy not even a credit note was offered that’s very poor on your behalf ,

"Very helpful on the phone call even on…"

Very helpful on the phone call even on a Sunday morning
Did have issues booking on line

"Very good selection of hotels to choose…"

Very good selection of hotels from which to choose. Their descriptions were accurate and we weren't disappointed in any way with the one we chose.
The booking process was very easy to complete and we didn't experience any problems with the travel arrangements whatsoever.

"have used mygibraltar for over 10 year…"

have used mygibraltar for over 10 year thay have been excellent over that time.a very friendly service,

"Brilliant company"

Brilliant company

"Great service."

Have used my Gibraltar for many years and have always been HAPPY with the service I have received. The staff have always friendly and helpful. Keep up the good work.