Offpeakluxury.com Reviews

Name: Offpeakluxury.com
Address: Lee Mill Road, Brook Leigh, Lee MillRoad, Hebden Bridge, West Yorkshire, HX7 7AB, Hebden Bridge, United Kingdom
Rating: 4.77

4.8 Rating 5,850 Reviews

98 %

of reviewers recommend Offpeakluxury.com

Company Reviews

Metrics

Info

4.8

Based on 5,850 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
On-time Delivery	97%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

About Offpeakluxury.com:

Offpeakluxury.com offers luxury hotel short breaks to some of the finest romantic hotels, luxury country hotels and boutique townhouses in the UK and Ireland.

Visit Website

Phone:

0845 2871 007

Email:

marketing@offpeakluxury.com

Location:

Lee Mill Road,
Brook Leigh, Lee MillRoad, Hebden Bridge, West Yorkshire, HX7 7AB,
Hebden Bridge
United Kingdom
HX7 7AB

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Offpeakluxury.com 5 star review on 24th November 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Poor information, not until after confirming booking did you disclose that during our stay the restaurant was closed for 2 out of the 3 night stay and that afternoon tea was offered as an alternative for dinner, and no refunds available. Your company have deceived and deliberately hidden behind the “small print” to con the public.”

Helpful Report

Posted 4 years ago

Dear Mr Wright, Thank you for your review. The information regarding the restaurant at The Greenway is included in the offer details to ensure that all details are available at the time of booking. I understand that you have been in touch with our team in order to look for an alternative hotel. We hope that we are able to find you a suitable alternative and will be in touch. Warmest wishes Offpeakluxury

Posted 4 years ago

“Having booked with you previously, we were incredibly disappointed with the hotel we chose as it was in no way a reflection of description of the hotel, nor the pictures on the website. When we reported this back to customer services, they were very friendly, however assumed that we had read their email (after we left the hotel - 30 minutes after arrival) saying we weren't due a refund if we left. The follow up email from one of the managers was dismissive at best, as if we were to blame for the situation, when the hotel sadly wasn't either contemporary nor idyllic.”

Helpful Report

Posted 4 years ago

Firstly we're sorry to hear that the hotel you booked was not as expected. Despite the office being closed, our reservations team did all they possibly could that evening to try and resolve the matter. It was your decision to leave and you were advised by both email and phone that a refund could not be offered as this had not been authorised by the hotel. It was agreed for your stay to be reduced to 1 night and rather than losing the remaining amount we offered a credit note, valid for 12 months, to be used towards any hotel package on our website. We aim to offer a variety of accommodation to suit different tastes and budgets, and provide you with sufficient information so an informed choice can be made. Photographs are provided by the hotel and are only a depiction of the type of rooms on offer. They may not represent the actual room allocated to you. We would like to thank you for your feedback and do hope you accept our offer of a credit note so you may take your stay at another time. Kind regards Offpeakluxuxy

Posted 4 years ago

“We have not yet received confirmation of our booking, or the voucher”

Helpful Report

Posted 4 years ago

Thank you for your feedback. As explained when you contacted our reservations team your confirmation was sent to you on 14th August at 17:32hrs. Some internet providers can mistakenly mark emails as spam which is why on the last page of our booking process we ask you to check your junk mail folder. We are pleased to say that a couple of hours after you contacted us it was re-sent and we understand it has been safely received. Please do let us know if we can assist any further and we do hope you have a thoroughly enjoyable stay. Kind regards Offpeakluxury

Posted 4 years ago

“Everything. I rang up 10-15 times to make a reservation for a night away. I was told that the night I wanted was unavailable on your system but that you would ring the hotel directly to check (several people did this). Everytime someone got back to me I was told there was no availability, this is despite me ringing the hotel directly and being told that the Offpeakluxury deal was infact available. I'm so cross that several people lied to me because they seemingly couldn't be bothered to ring up and organise it (surely that's your job?). Furthermore the value of the stay is £215 and my voucher is for £250 but I was told that there are no extras available on your package and that I would have to carry the £35 credit forwards towards another stay. I can assure you that I will NEVER use your services again and that I feel I have been conned. On the Rookery Hall website when you book a room directly, you are able to add champagne and afternoon tea as extras...why can't you do the same? A complete scam of a company who set to make money either way when someone buys a voucher.”

Helpful Report

Posted 5 years ago

Thank you for your feedback however we are sorry to hear of your frustration. We have traced the calls relating to your reservation and can see the full history of your enquiry (7 calls were made to us and 8 calls were made to you by our reservations team including messages left on your answerphone). When the initial call was made, which was on a Saturday, we informed you that the date was closed out on our website and therefore we were unable to take your reservation. The availability on our website is updated by the hotel, not ourselves. We called the hotel on your behalf and established that the Revenue Manager had closed out the date. We offered to contact the manager on Monday when they returned to the office. In the meantime you called the hotel and were told that a room was available which may have been the case however we could not over-ride the decision made by the manager at the hotel. We had also been advised that two Weddings were due to take place during your intended stay which may have been the reason for the close out. After corresponding with the hotel the Revenue Manager accepted our request and we were able to process your reservation which included a discount for an upgraded room. We are sorry it took longer than expected to get this matter resolved. Regarding the balance on your voucher we are waiting to hear back from the hotel regarding a further room upgrade. We can see your package already includes Champagne and canapes, together with a late check-out. We will be in touch as soon as we receive a reply. Reservations Manager Offpeakluxury

Posted 5 years ago

“The room was really dreadful, not even a holiday inn standard! The room was shabby, dirty with cobwebs around the room. The management team could not offer us another room as they had a wedding party to entertain. The food was nice but unfortunately the mouse running around the restaurant put me off. We booked this hotel last minute for our wedding anniversary expecting a decent standard from off peak but unfortunately this was not the case. We have used off peak a few times and normally the standards are high, might be worth looking into this hotel so future couples do not have a poor experience as we would not return to this hotel.”

Helpful Report

Posted 6 years ago

“Booked a hotel for one night, there was a mistake on the booking as it was one day out, Thursday but should have been Wednesday, phoned to change 4 hours after the booking was made to be told it would be a further £17.50 to amend this. I obviously had no choice to pay as I had already spent £240. I wasn’t looking to move to a weekend, and feel that a £17.50 charge to move the date of the booking by one day is a rip off. I won’t ever use this company again after this. So please be careful when booking!!”

Helpful Report

Posted 6 years ago

Thank you for your feedback following your recent reservation. Changing an arrival date at short notice is not something we are able to carry out without contacting the hotel as it is at their discretion when the booking has been confirmed. A charge of £17.50 is made to carry out the amendment as it is not a simple transaction. We were not made aware of your dissatisfaction when authorisation was given to take payment, in fact we thought it had been resolved satisfactorily as we were able to fulfil your request. We hope you have an enjoyable stay and please do let us know if we can help you any further. Kind regards Offpeakluxury

Posted 6 years ago

“The price quoted was incorrect. We had to pay an extra £40 each. Having promised my wife I could not disappoint her.”

Helpful Report

Posted 7 years ago

Dear Mr Groves, Thank you for your review, however we would like to point out that our member of staff informed you of the newpaper's incorrect pricing as soon as you mentioned the offer in which you were interested. Unfortunately, errors made by a 3rd party in regard to our offers are not something over which we have any control. Our member of staff informed you of the correct price and checked dates in which you were interested before calling you back to make your reservation so it is a shame that you have left such a negative review. We hope you enjoy your stay at the hotel. Warmest wishes, Offpeakluxury

Posted 6 years ago

“Was disappointed to find that although on booking.com etc you can cancel free of charge by the day before the reservation booking this way there’s no refund I booked a night as a surprise but now due to illness with on going hospital treatment we cannot go so have lost the total cost even thought I only booked yesterday”

Helpful Report

Posted 7 years ago

Thank you for your review, although I am sorry to hear that illness will impact your planned stay. As per our Terms & Conditions, which differ from other booking sites due to our specially negotiated packages which offer great value for money, I am afraid that there is no refund due within 7 days on a 1 night stay. My colleagues offered a postponement of your stay for which a small administration fee would be charged, but, as this was not suitable for you, you decided to leave your reservation in place in order to see if friends or family are able to stay in your stead. I do hope that someone else is able to enjoy the stay.

Posted 7 years ago

“Poorly designed website. Difficult to see and compare what is being offered. Prices display as "from £..."; only later on in the process does one receive the actual price. A bewildering number of deals, none of which are quite what they seem. Website is designed for the one-off special occasion visitor, to quickly fleece them of some money whilst slightly disappointing them. An example would be the afternoon tea offer: it's just a couple of scones on a plate - the extra one has paid compared to booking direct with the hotel is more than the worth of the tea. The other parts of the offer e.g. late check-out are worthless, as one could ask the hotel for that direct, and it's not guaranteed anyway.”

Helpful Report

Posted 8 years ago

Thank you for your feedback which has been looked into. Our price is displayed as "from £..." as it depends on the number of nights the customer wishes to stay. As soon as this is input together with the arrival date the per person rate is shown for all the packages available. When moving on to the first page of the booking process the full amount is shown when paying by debit card. It is a concern that you say our packages are not quite what they seem as this should certainly not be the case. Regarding the afternoon tea it was cream tea that was included in your package. This is a scone with tea or coffee and not sandwiches with a selection of cakes. Priority is given to our customers for those parts of the package that are subject to availability and therefore are more likely to be received than when booking direct. Please do contact me if any parts of your package were not received and I will look into this for you.

Posted 8 years ago

“Very unhappy about having to pay 2% card fee on the total bill when some of it was covered by a gift voucher. Also could have got a far better deal booking directly with the hotel that would have saved us over £50”

Helpful Report

Posted 8 years ago

No card charges are made at the time a gift voucher is purchased however they do apply in the usual way when it is redeemed. We have recently waived the 2% charge when paying by debit card. Our vouchers can be used towards packages at any of our hotels, of which we have over 200, and the deals we negotiate are long running which deliver great value. Occasionally a hotel may reduce their rate to reflect a last minute cancellation however this would only apply to a small number of dates. We do hope you enjoy your stay however are sorry to hear that you felt the package you chose did not represent good value for money.

Posted 8 years ago

“Lovely hotel and spa treatments however was sold a deal which included breakfast in bed, and 100 pound worth of dining vouchers. Upon arriving to the hotel was told that the breakfast was to be debited from the vouchers. I tried to sort this situation out with the hotel directly, however they advised me to speak to yourselves I will contact you further to seek reimbursement.”

Helpful Report

Posted 9 years ago

Offpeakluxury.com is rated 4.8 based on 5,850 reviews