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 5,852 Reviews

98 %

of reviewers recommend Offpeakluxury.com

Company Reviews

Metrics

Info

4.8

Based on 5,852 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Failing to send me an email confirmation because of a mistake in my email address was not a good start. When giving the address I did make a point of not putting an A in Cremer. On phoning the next day it was soon put right and your staff went out of their way to be helpful.”

Helpful Report

Posted 6 years ago

Dear Mr Bellamy, Thank you for your review, although I'm sorry to hear that your email address was taken down incorrectly. Unfortunately on rare occasions mistakes such as this do occur; we would always contact our customers upon receiving an error message saying that the email had not been delivered, as confirmations are of paramount importance. I can see that in this case you called us before we received the error message, so our member of staff was able to amend your email address and re-send your confirmation while you were on the telephone with her. We hope you have a wonderful stay at Dumbleton Hall. Warmest wishes Offpeakluxury

Posted 6 years ago

“It was difficult to realise that you had taken over when I entered the Hotels Website. You demanded full payment immediately before carrying out the booking whereas I would have expected a deposit. I have no doubt that you are charging for your "services" which I am sure the hotel could have performed if you had not inserted yourselves. Suffice it to say I don't want to hear from you after my stay at the hotel.”

Helpful Report

Posted 7 years ago

Dear Mr Pelham, Thank you for your review, although I am sorry you confused our website with that of the hotel's direct website. Our branding is clearly shown on all pages of our website, and we have telephone lines manned 7 days a week until 10pm should you have any queries with which we can assist. We do charge a booking fee on some of our hotel stays - this is always included in the price which is given before you start making your reservation, ensuring that our pricing is transparent with no hidden fees added at the end of the booking process like some other agents. The offers with the hotels in our portfolio offer excellent value for money - so much so that we offer a Price Match Guarantee should you find the same offer for less than you paid when booking through us. I'm sorry that you don't feel you would like to hear from us after your visit, but we hope that you have a marvellous stay at your chosen hotel, and enjoy all the inclusions offered in our package. With warmest wishes, Offpeakluxury

Posted 7 years ago

“Very difficult to determine when OFF PEAK booking available. Had OFF PEAK available - eventually - for one of our "3rd" preferred dates - only to find this had NOT BEEN ACCEPTED when I processed the details required. Became very frustrated and gave up. Booking done by telephone in no time at all, with our 1st preferred date available!!!! Will not use your on-line booking system again until it is radically improved.”

Helpful Report

Posted 7 years ago

“I called the phone number designated to make a booking three times on Sunday. Asked for a return call but did not get it until Mid morning Monday”

Helpful Report

Posted 7 years ago

Thank you for your review, although I am sorry that we were unavailable to take your call on Sunday 21st January. Due to staff training our office was closed from noon on Sunday 21st until 10:30am on Monday 22nd, with our opening times reflected on the website. We returned your voicemail as soon as we were able, and are pleased that your reservation has been completed. Please don't hesitate to contact us if we are able to assist any further ahead of your stay.

Posted 7 years ago

“The hotel was fine but there was clearly a disconnect between what we think automatic upgrade means and what the hotel thinks it means. The reception desk staff appeared unfamiliar with the deal we had purchased and indeed the concept of automatic upgrade. We were offered one room (in the hotel annex) which involved many stairs when we said this was unsuitable as I am recovering from heart surgery another (superior) room in the hotel was available, when the door of the shower in this (minuscule) room was broken there was a third room (quite decent this one) available on the third floor. At all times we were made to feel like we were 'blagging' an upgrade - the whole point of purchasing this deal was that we got the best that was available without fuss. There was also some confusion about the champagne tea purchased as part of the deal with staff unwilling to serve the champagne 'until we have checked that its been paid for' - out loud in the bar. We may have been partly responsible for this confusion as we hadn't booked the tea (we were unsure when we were leaving) but the girl at the desk had assured us it would be fine to just turn up at the bar at teatime The hotel was lovely and the staff were very attentive and good at their jobs notwithstanding their complete ignorance of procedures around your deal.”

Helpful Report

Posted 8 years ago

Thank you for your feedback, although I am sorry that the staff at the hotel seemed to be unsure of the offer you had booked - I will contact the management team at the hotel and pass on your comments for investigation to ensure that all staff are aware of the offers available through us. With regards to the upgraded room; this is included in the offer as being subject to availability rather than automatic. Hotels are not always able to offer these, although I am glad that the third room you saw was suitable for you. Had we been aware of any medical conditions prior to your stay we could have enquired about availability of a room which met your needs. We are also always happy to contact our hotels prior to booking in order to see if upgraded rooms are available, although a supplement is generally charged in order to guarantee an upgrade ahead of a stay.

Posted 8 years ago

“Staff were very friendly and helpful, but prices unnecessarily high. You are locked into predetermined deals, you wouldn't sign up for if going direct and would therefore be cheaper. A lovely gift from family but I wouldn't deliberately purchase through again.”

Helpful Report

Posted 8 years ago

I am pleased to hear that you found the staff friendly and helpful, which is important to us and something we are proud of. Our packages are designed for those customers that want to enjoy the full hotel experience, including dining and many other extras, which have been negotiated with the hotels to offer great value for money. We have a wide range of packages to suit our customers and we will always do our best to cater for their individual requirements. Our reservations team is available 7 days a week so we are on hand whenever you need us, whether this is to make your booking or during your stay. We do hope you enjoy your relaxing break away.

Posted 8 years ago

“I had to pay extra for a twin bedded room”

Helpful Report

Posted 8 years ago

Thank you for your feedback. Whilst majority of our hotels can offer twin bedded rooms sometimes they are not available for all room categories. For your reservation it was necessary to upgrade your room as the one included in the package only had double bedded rooms available which you were aware of before the booking was confirmed and therefore had the choice as to whether or not to proceed. Whilst some of our packages offer complimentary upgrades, either guaranteed or subject to availability on the day of arrival, unfortunately this did not and therefore a charge was payable. This did of course mean that your room was larger with pleasant views which we hope you enjoyed. Kind regards Deputy Reservations Manager Offpeakluxury

Posted 8 years ago

“Are you Confused.com? May be OPL will blame the hotel, but the offers seem designed to confuse mixing room offers with packages. I refer to the present offer at the Homewood Park Hotel. It took me 3 calls to the hotel to try to understand the differences between OPL offers”

Helpful Report

Posted 8 years ago

Our packages are based on various room types and sometimes include different benefits to fulfill the requirements of our customers. We appreciate that not everybody's needs are the same however they are not meant to confuse but instead offer choice. We do take feedback seriously as we are continually looking to improve our product where necessary so thank you for that. We have looked at your reservation and there are 4 packages available for the night of your stay, ranging from a classic room to master suite. The latter includes a glass of Champagne rather than Prosecco and they all include dinner. Our reservations team would have been very happy to help with your booking as our negotiated deals are exclusive to Offpeakluxury and therefore not available direct. We do hope you enjoy your stay and please do let us know if you require any further assistance.

Posted 8 years ago

“Overall website and efficiency of booking was carried out efficiently. However discovered that 'inclusive evening meal' as part of the stay, was in fact a voucher which did not even cover the cheapest main course on the menu! Hence feel a little misled as to the actual value of the package as ended up paying a lot more in settling the bill at check-out and feel that I probably could have got better dealing directly with the hotel.”

Helpful Report

Posted 9 years ago

We are really disappointed to hear that you felt the dining part of your package represented poor value for money. We have contacted the hotel and established that they have 2 options available, the seasonal dinner menu and the more expensive a la carte which is the one you chose to dine from. Following your feedback we have now increased the allowance within the package which will include a 3 course meal from their seasonal menu. We would like to thank you for taking the time to forward your comments as this has resulted in an improvement being made to the product we offer.

Posted 9 years ago

“I gave up trying to book on line and telephoned my booking”

Helpful Report

Posted 9 years ago

Thank you for your review. I'm disappointed and concerned to hear that you had problems placing an order via the website; although obviously relieved that you were able to place your booking over the telephone. I wonder if you could spare me five minutes to discuss the issues you had? I handle Marketing for the company - please email me at j.swales@icloud.com or call 07775 603690 at your convenience. Alternatively, please email me your number and I'll call at a time to suit you. Kind Regards, Jon Swales

Posted 9 years ago

“I find your website is not very user friendly. It is difficult to search for hotels in particular parts of the country or go back and look at offers than have been previously found.”

Helpful Report

Posted 9 years ago

Thank you for your review, and we apologise for the difficulties you found in using our website. We are continually looking to refine and improve our site, and your feedback is very useful in helping us understand our customers. We are working on improvements such as a hotel comparison and shortlisting feature, a list of recently viewed hotels, and an interactive map. We hope you enjoy your hotel break, and that you'll give us another chance.

Posted 9 years ago

“Obviously expensive as deemed luxury but to charge for debit card on top!”

Helpful Report

Posted 9 years ago

Thank you for your review. A charge is made by our bank for all types of card including debit cards. The rate charged by our bank varies for each, therefore a flat fee of 2% is applied and passed on to the customer when the booking is made. We do hope you enjoyed your luxury break away which we can see was a Christmas gift.

Posted 9 years ago

“Whilst the web site is simple to understand and use. It states that you can pay by American Express . When you get to the check out section you are not able to pay using this method. I contacted the customer services number and left my details and problem. I had a call within 20 minutes and was able to pay over the phone. Whilst the personal service was excellent, it should be possible to pay on line if the card type is shown.”

Helpful Report

Posted 9 years ago

Thank you for your review, and we apologise that on this occasion the website failed to meet your expectations. We have now fixed the issue, and customers have the ability to pay by American Express online.

Posted 9 years ago

Offpeakluxury.com is rated 4.8 based on 5,852 reviews