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

“Not very impressed that my hotel booking is now in the summer sale… A day after my booking, now 15% cheaper and to cancel my original booking and rebook would cost me 25% to cancel the original booking! Very poor….”

Helpful Report

Posted 2 weeks ago

Hello Susan, Thank you for your feedback. We completely understand your frustration when seeing a price drop shortly after making your booking. While pricing can fluctuate due to seasonal promotions or demand, we appreciate how this feels unfair. Please feel free to reach out to our customer service team as we may be able to offer a voucher for the difference which can be used towards a future stay. We ask that this is done before the expiry date of the promotion which is 4th June 2025. We truly value your business and hope to improve your experience moving forward. Best wishes Offpeakluxury

Posted 2 weeks ago

“After paying for my overnight stay over the telephone. I only received an email thanking me for subscribing to off peakluxury not any details whatsoever of what & where I booked & the acknowledgment of payment. I have not experienced this lack of details ever before. Fortunately I have the ref booking number only.”

Helpful Report

Posted 7 months ago

“Misleading and unhelpful. I booked a stay at Rutland Hall Hotel which looked lovely - nice location, lovely rooms, lovely pool, gorgeous spa. I researched it at the start of July and finally booked in August. The price did not change but they slipped in an extra little link stating that the pool and spa would not be available for the period of my stay. We were so disappointed when we arrived to find the pool filled with concrete bags and the spa shut. I notified OffPeakLuxury but they refused any responsibility and pointed to their little inclusion on the description. I pointed out that the price had not changed and my booking confirmation email clearly stated that I could book spa appointments. It was hugely misleading. Victoria - the assistant reservation manager - point blank refused to take any responsibility and stated that it was my own fault for not reading the small print. Disgusted and very disappointed. It ruined the weekend. I would never recommend booking with OffPeak ever again.”

Helpful Report

Posted 8 months ago

Dear Customer Thank you for your review. We are disappointed to receive a 1 star review. When we received your email, whilst you were at the hotel, we replied to advise that we have an announcement on the website advising customers that the swimming pool is closed and also that the hotel is not offering any treatments until further notice, which was on there prior to you making your booking. We are sorry to hear if your stay was inconvenienced at all due to this, but we always add announcements such as this on the homepage of a hotel so that it can be easily seen prior to anyone making a booking. Kind regards, Off Peak Luxury

Posted 8 months ago

“I will never use again. The customer service team are all extremely passive aggressive which can only mean that they deal with many complaints! Had to postpone due to my friend having cancer and they were very cold about it - clearly did not believe me. Horrible people”

Helpful Report

Posted 9 months ago

“Nul points so far because the hotel never answers the phone or bothers to return phone messages - hopefully the actual visit will be better!”

Helpful Report

Posted 10 months ago

“Very unsatisfactory were overcharged for a room that was a very small room with an even smaller bathroom only room for one person, when we had booked and been charged for a deluxe double room at the Devonshire Arms Hotel also very high service charge and when we complained to Offpeak Luxury no satisfactory response”

Helpful Report

Posted 10 months ago

Dear Customer We understand that the day before you were due to arrive at the hotel, you called to advise that you required a twin room, as you had booked. We listened to your call from your original booking in 2023, in which no mention was made of a requirement for a twin. You had called the hotel prior to calling us, asking for a twin, but were advised by the hotel that this was a downgraded room, which nevertheless you were happy to accept. I am sorry that you considered our response unsatisfactory, but in the circumstances we were unable to offer a refund. Kind Regards Offpeakluxury

Posted 10 months ago

“The company was recommended to me but sadly we hit a problem and the customer service was poor. We also discovered the same hotel was available directly from the hotel itself for £100 cheaper. When I queried the price match I was told that price was not available to the public because I had to enter a promo code which was out on the hotel’s website itself! They also stated the room basis wasn’t the same because it wasn’t refundable however the room for 2 adults, 2 nights, breakfast and one evening meal was the same. I sent screen shots of the price, even a video and they claimed they called the central reservation team who informed them the price was not available therefore it was incorrect. Clearly the price direct from the hotels website was wrong!!! They would not price match so be very careful before booking with this company. Very very disappointing.”

Helpful Report

Posted 1 year ago

Dear Joanne, It's disappointing to receive a one star review. We looked into your price match request thoroughly and I'm afraid you did not qualify. The offer that you presented to us is a discounted rate for Accor members. Our price match terms are very clear about when you can and cannot claim. When can't I claim?: - If the alternative rate / package is on less favourable booking terms, for example non-refundable or no date changes allowed. - If the rate / package is not available to everyone, i.e. using loyalty programmes, vouchers, or corporate / group rates. - If the alternative rate / package is no longer available when we check We did contact the central reservations team for Bowden Hall and they confirmed that the cheapest offer available on a public rate not member's was £294.02 and this was based on room only and non refundable. Therefore, the package and price paid through us is much better value. You receive half a bottle of champagne, dinner on one night, breakfast daily and a noon checkout for a total price of £242 for a two nights stay with more flexible cancellation and amendment terms. If you need any further assistance with your reservation do contact our reservations team. Kind regards Off Peak Luxury

Posted 1 year ago

“My partner Realised he had made a mistake on booking within 1 hour of booking, they would only amend at a fee of £35, or cancel for £35. They were also charging £50 more than any other site, when i did some research. So I cancelled and it was cheaper even with the £35 charge DO NOT TRUST”

Helpful Report

Posted 2 years ago

We are disappointed that you left a 1 star review. Our cancellation terms are made very clear at the time of booking, and were accepted when you completed your booking online. To avoid paying a cancellation charge, we have offered to issue a voucher for the full amount which is valid for 12 months from the date of cancellation. This can be used towards another package or hotel if preferred. You can also amend your dates free of charge. Regarding our package prices, we do offer a price match guarantee. We are confident that our packages will regularly offer the best value around. However, if you find you could have booked the same package on the same terms elsewhere for less, we'll not only refund the difference but also give you a £25 credit towards a future booking. We do believe that our cancellation terms are very flexible. Kind Regards Offpeakluxury

Posted 2 years ago

“Missed a holiday thru COVID in 2020 and received a voucher but didn’t realise that it had an expiry date so despite 2 emails I lost over 800 pounds. Don’t do business with this group they will rip you of !!”

Helpful Report

Posted 2 years ago

Dear Customer It is very disappointing to receive your review. You emailed us in September, this year, 2022 off the back of our email we sent to you in June 2020, which had the voucher attached. You have mentioned in your review that you didn’t realise that it had an expiry date, the email we sent you in June 2020 and the one you emailed us on in September this year 2022 stated that it expires on 31/12/2021. It is the responsibility of the customer to note the date of expiry. Therefore, we have honoured our obligations and also gone over above what was required due to the pandemic by extending vouchers for the length of time we did. Kind regards Country Hotel Breaks

Posted 2 years ago

“The offer on the website did not match the offer at the hotel. The restaurant has been closed in the evening for over three years and off peak luxury were informed of this several times.”

Helpful Report

Posted 2 years ago

Dear Mr Foster Further to your review at Priest House, it is disappointing to see you have left us 1 star. Your package included a 3-course dinner for two in the Millstream brasserie. I have called the hotel to check regarding your comments and they have confirmed that this is where you did indeed eat, therefore, the package does advertise exactly what is on offer. Kind regards, Offpeakluxury

Posted 2 years ago

“After receiving the email below, I would just like to state that attention to detail is important. My name is Mr Everson & NOT Mr Evans, which you can imagine from your perspective as a Hotel Booking Service is a quite important piece of information to be correct. Your No.1 job as a Hotel Booking Service is to provide hotels with your customers bookings In this you failed, so I will not be giving you a higher rating than 1 and do not appreciate begging emails to try and get me to adjust my score rating Luke Everson Dear Mr Evans, We have just received your 1 star review, I am sorry that you felt it was necessary to leave us such a low score and comments. Had we been made aware that your reservation was not in place for the correct dates, we would have looked into this with the hotel for you. Unfortunately, we were not made aware, or given an opportunity to assist. I can confirm as per your confirmation, your booking is for 11th April 2 nights. The way our calendars/system works with some hotels, including the Wood Norton, the booking drops straight into the hotels system and also a confirmation email is sent to the hotel confirming your name and the date of your stay. It's disappointing to hear that your booking was not in for the correct month, however I am pleased to hear the hotel rectified this problem promptly. I am unsure why your booking was in for May, but can reassure you no error was made on our side because of the way that our calendars work with The Wood Norton. It would be appreciated if you could reconsider the low score left for us and comments. Do let us know if we can assist with anything. We hope you enjoy your stay. KInd regards Sophia Assistant Reservations Manager offpeakluxury.com 0333 2125 594”

Helpful Report

Posted 3 years ago

Dear Mr Everson My sincere apologies for addressing you incorrectly, this was indeed an oversight on our part. Regarding your booking, we can only apologise that the hotel had this to arrive on the incorrect date, however, this was an error on their part. Your booking was made with us for 11th April and your booking confirmation sent to you was for the correct dates. After seeing your review online, I immediately called the hotel to be informed that the error with your arrival date had been resolved and that you had checked in. The hotel also assured me that you were happy with the outcome. As my colleague mentioned, we are disappointed to receive a one-star review through no fault of our own. I have called the hotel this morning to ensure that there were no further issues during your stay and the hotel assured me that you had a lovely stay. Kind regards Off Peak Luxury

Posted 3 years ago

“We paid for a upgrade unfortunately the hotel didn’t have the room we requested and instead of just returning the balance they refused, I spent a whole day of break calling them to rectify, the only staff member that understood or cared was Haley”

Helpful Report

Posted 3 years ago

Good afternoon We can see that your original booking was for a Deluxe room and your voucher gifted to you covered the cost of a Classic room, therefore the small supplement was paid at the time of making your original booking to upgrade to a Deluxe room. When you requested to cancel your booking, you asked that the original voucher including the upgrade fee was given back to you in the form of a monetary voucher, which we issued for the full amount. When you came to rebook your stay, it was explained at the time there were no Deluxe rooms available and only a Superior room was available for your new dates, this information was accepted by you and the price difference from the two rooms remains on your voucher. We were not made aware of any issue with your room upon your arrival at the hotel. We are very sorry to hear that your sleep was interrupted by a delivery at the hotel. This unfortunately is beyond our control. After speaking with the hotel, they can only apologise regarding your interrupted sleep and had waived your drinks bill as a gesture of goodwill. Regards Offpeakluxury

Posted 3 years ago

“Overpriced hotels and still using the price per person per night approach from the bad old days. Can’t seem to book a room without choosing an ‘offer’ which increases the price - why can’t you just book a room as it is?”

Helpful Report

Posted 3 years ago

“Booked through OPL for a 3 night stay at Taplow house country hotel in August 2021. You would expect a four star hotel would be clean. We had the worst experience of a filthy executive room and disgusting bed covered in urine stains. The hotel staff and management were horrendous, rude and couldn’t care less. We couldn’t stay there and We will never go back. OPL need to select their “luxury” hotels more carefully. OPL have not helped us and will not help us with a refund we are entitled to”

Helpful Report

Posted 3 years ago

Dear Customer, I am so sorry to hear of the issues which you experienced during your stay at Taplow House Hotel. It is disappointing to hear that you have stated that OPL have not helped us and will not help us with a refund we are entitled to. As you are aware, we have been in contact with the hotel and in constant communication with you at every step to resolve your issues and get you a satisfactory result. We have now processed the partial refund which you were happy to accept. Once again, I would like to thank you for your feedback and again please accept my apologies for your disappointing stay which clearly fell well below your expectations. Kind regards Offpeakluxury

Posted 3 years ago

“Very disappointed with off peak luxury Due to lack of up to date information on its web site Therefore leading to a very disappointed vacation. Restaurant fine dining was not available & had not been available For around a year !”

Helpful Report

Posted 3 years ago

Dear Customer, I'm sorry that you feel you were misled by the information on our website. We can however only update our website should the hotel inform us of any changes and amendments, and unfortunately we were not informed of any changes prior to your stay. During these times, many hotels are working with reduced menus. We have contacted the hotel and we are waiting for the hotel to update us with up to date menus and restaurant changes, as soon as we receive these we will update our website accordingly with the new information and menus. Once again, I would like to thank you for your feedback and again please accept my apologies for the issues faced during your stay. Kind regards Offpeakluxury

Posted 3 years ago

“Extremely disappointed with the service I received. Booked hotel and because of a mix up with my husband this hotel was booked twice. As his deal was better and had a Covid cancellation policy I phone not 2 hours after booking only to be told that the payment had gone through and there would be a £35 cancellation fee. I appreciate that this was my mistake but being charged that amount of money just a matter of hours after booking, with absolute no leeway I think was terrible”

Helpful Report

Posted 4 years ago

Thank you for your review, although it is very disappointing to see you have rated our service only 1 star. You made your booking over the phone with one of our Reservationists, when the cancellation policy would have been outlined to you and which you subsequently accepted. Once a booking is made the room is removed from our allocation and if cancelled we are unable to rebook the room, therefore we do make a small charge to cancel any booking regardless of when it was made. We can see you have now requested to cancel the booking in writing, which we have done and issued you a refund. Kind regards, Offpeakluxury

Posted 4 years ago

“I have paid in full but not received booking confirmation?”

Helpful Report

Posted 4 years ago

Dear Alison Thanks for your review, and I'm sorry that you thought us only worthy of one star! In all likelihood, your booking confirmation is hiding in your spam or junk mail folders, as it was sent to you immediately. You emailed us at 10pm last night requesting a copy of the booking confirmation, and our reservations team will be sure to deal with this as a priority this morning. We trust you enjoy your break. If we can be of any assistance in the meantime, please do not hesitate to call or email. All the best Off Peak Luxury

Posted 4 years ago

“I clicked on a 'BookNow' link on Raithwaite Hall £99 per room post lockdown offer for three nights. It was not until after I accepted the deal that I realised I had actually been charged £695 !!!! Massively overcharged. I then contacted your company by email buy have not, as yet, received any response.”

Helpful Report

Posted 4 years ago

“Booked through an 'offer' in The Times last February (before Covid-19 lockdowns). After payment made booking details revealed it was a Tripsmiths Special Offer: non-refundable and cannot be amended. Deferred twice by the hotel until September. Hotel required a Covid questionnaire within 24 hours of visit and day before we became we were required to self isolate due to Track & Trace so hotel would not allow us to stay. Initially Hotel offered to defer but then called to reverse decision saying that as an OPL booking no amendment allowed. OPL would only allow a name change and to find and nominate someone at short notice is not realistic. Subsequent contact with OPL was an uncompromising response quoting conditions and lacking any sympathy and saying all Times offers are non-refundable and cannot be amended. Won't be using OPL again. Where did Tripsmiths enter the booking process as no mention of them until booking and after payment made.”

Helpful Report

Posted 4 years ago

“We do appreciate it is unprecedented times, but the restaurant was more like a cafe and in our opinion it was not a luxury hotel.”

Helpful Report

Posted 4 years ago

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