A. If you choose an offer with 'instant availability' then your reservation will be confirmed as soon as your credit card is processed. For 'on request' bookings, your enquiry will be sent to our reservations department to confirm availability, and will normally be processed within an hour of receipt. (Please bear in mind that as a large number of our featured properties are small, independent hotels, this process may take longer, particularly out of office hours.) As soon as we have contacted the hotel, a reply will be sent you immediately.
Q. Are my credit card details secure?
A. Yes. We use a secure reservations system supplied by Protx, which is as secure as using your card in any other form of transaction. Your details are confidential and are not passed on to any other person.
Q. What if my requested hotel is not available?
A. We will endeavour to offer alternatives if your first choice is not available, including different dates or other similar hotels. Whether you decide to accept these is entirely up to you.
Q. Is my offer unique to this site?
A. Many of our offers are unique promotions available exclusively on this website. There are also other breaks available to cover 'peak' periods as well as some late availablility and discounted offers.
Q. What if I need to change my itinerary?
A. You must inform us immediately if any changes need to be made to your itinerary. See our terms and conditions for more details. We will endeavour to administer minor changes as best we can, but amendment fees may apply to more significant alterations.
Q. What if I need to cancel my reservation?
A. Please advise by email or in writing at the earliest opportunity. See our full booking conditions for the relevant charges.
Q. When will money be taken from my card?
A. If you choose to book an offer with 'instant availability' then payment will be taken in full once you have entered your card details. For 'on request' bookings, no money will be taken from your card until the hotel has confirmed your reservation. A confirmation email will be sent to you once your credit card has been cleared.
Q. Are there any other charges and taxes to be included?
A. All our prices include VAT. A small credit card fee of 2% is added towards the cost of bank charges involved in processing your reservation securely online. This is standard practice within the online travel industry although some companies cost this into the value of the booking.
Q. What if I need to speak to somebody about my reservation?
A. Our email enquiry form enables us to deal with your enquiry as quickly and effectively as possible. Keeping you holding on the telephone and making call backs could result in significant and unnecessary delays to your reservation.
Q. Which credit cards do you accept?
A. We accept all major credit and debit cards, except American Express and Electon, unless otherwise indicated.
Q. Are your featured hotels generally of a high standard?
A. Yes. Although 'Luxury' means different things to different people, our participating hotels have received high ratings in the AA Hotel Guide, many are actually in the AA Top 200 UK Hotels or listed in The Small Luxury Hotels of the World. Many of our offers include upgrades to superior rooms or suites, so you will usually receive one of the best rooms in the hotel, subject to availability.
Q. How much do I have to pay to confirm my reservation?
A. In order to secure these special offers, we guarantee upfront revenue to our hotels for 'off-peak' periods, therefore we do require payment in full to confirm your reservation. (For our cancellation policy, please see our booking conditions.)
