Frequently asked questions
Here are a list of our most frequently asked questions.
- Will my reservation be confirmed immediately?
- Are my credit card details secure?
- Is my money secure?
- What if my requested hotel is not available?
- Is my offer unique to this site?
- What if I need to change my itinerary?
- What if I need to cancel my reservation?
- When will money be taken from my card?
- Are there and other charges and taxes to be included?
- What if I need to speak to somebody about my reservation?
- Which credit cards do you accept?
- Are your featured hotels generally of a high standard?
- How much do I have to pay to confirm my reservation?
Will my reservation be confirmed immediately?
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.
Are my credit card details secure?
Yes. We use industry-standard security and are certified compliant with the PCI-DSS standards. We use a leading payment gateway solution, Secure Trading, for complete peace of mind.
Is my money secure?
Yes. offpeakluxury is part of the OPL Leisure Group, a well established company which has been trading since 2003. If you pay using a UK registered credit or debit card you are also protected by the Consumer Credit Act and the Chargeback system, meaning that if anything happens to a company you purchase from, your bank will refund you in full.
What if my requested hotel is not available?
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.
Is my offer unique to this site?
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.
What if I need to change my itinerary?
Date changes can generally be done free of charge up to seven days before arrival, unless otherwise stated in your offer details. Please email firstname.lastname@example.org or call 0333 2125 594.
What if I need to cancel my reservation?
Please advise by email or in writing at the earliest opportunity. See our full booking conditions for the relevant charges.
When will money be taken from my card?
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.
Are there any other charges and taxes to be included?
All our prices include VAT. There are no extra fees or charges for debit or credit cards.
What if I need to speak to somebody about my reservation?
Due to the coronavirus pandemic, we are still working with a limited customer service team so unfortunately we won't be unable to provide our usual telephone support at this stage. However, you can contact us by email email@example.com.
Which credit cards do you accept?
We accept all major credit and debit cards, including Visa, Mastercard and American Express.
Are your featured hotels generally of a high standard?
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.
How much do I have to pay to confirm my reservation?
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.)
If you have any other queries, please send us your questions.