Offpeakluxury Anmeldelser 184

I booked a spa break for my daughter’s birthday with Off Peak Luxury and when the hotel advised that the spa facilities would be unavailable , I contacted OPL to cancel. I was told I would be charged a £35 cancellation fee. I have been left out of pocket for a mis-sold product. Avoid like the plague.
Update: Off Peak Luxury DID NOT tell me that the spa was closed at all; I told them. I was offered a voucher but I was not offered an alternative stay for the dates we had booked. Appalling customer service.

Looked to use OPL for the first time; on paper there are decent hotels and overall packages.

We booked a short getaway in the hopes of getting away before a new birth in our family. To our joy (and surprise) the baby came earlier meaning we were unable to travel. On such news we tried contacting both the hotel and OPL (approx 45hrs to check-in) where there was no consideration or cooperation for trying to accommodate a change (NO request for refund made). All we were looking for was a change in date. Neither took responsibility, and both kept INSISTING it was up to the other party to approve a change. As a customer it was not want you expect for customer service.

What was most concerning was the instant, defensive and non-customer serviced orientated response. Neither had regard or willingness to hear the situation.

There are many other providers out there - highly recommend you not risk it and book elsewhere.

Good luck and best regards.

The staff have been really helpful and friendly. It's our first time booking through them and won't be the last! Really impressed by their organisation and communication. Looking forward to our stay now

Lovely hotels and excellent customer service.

We stayed at Dumbleton Hall and it was beautiful. Off Peak Luxury helped find us the hotel and it was just what we wanted.
The agents there are all friendly and helpful and nothing is too much to ask.
They also have very fair cancellation terms which we liked as well.
Will definitely use them again for a UK break.
Thank you!

They are always there for us to enjoy a little bit of luxury

We have just returned from a one night stay at the Manor of Groves . We appreciate we were on an off peak luxury bargain break, but that was no excuse for the fact that the stay was not a pleasant experience and was far from luxury. The only positive was the 3 course menu, which was excellent.

The Room

Firstly our room was described as standard. It had no resemblance to the pictures as shown with the offer. Room 16 was very confined and stuffy all windows were frosted to hid any view. Our disappointment was compounded when we retired to our room for a bit TV viewing to find that the TV in the room did not work despite the duty manager trying to source the problem. We were initially offered another room only to be told later that the hotel was fully booked.

Seating area for guests outside the Conservatory

On our arrival we wanted to relax in your gardens. We were directed to the Terrace at the rear of the hotel. Considering there has been weeks of intense heat we were surprised that seating was made up of uncomfortable picnic tables and the umbrellas provided little shade at that time of day. Our intended relaxation was accompanied by loud pipe music in the garden. We requested several times for the music to be turned down. It was only on the third attempt that this occurred. In search of a more comfortable place, we moved a couple of metal chairs from a table with no shade, onto the grass by the Arbour as did another couple.

In an attempt to find a more comfortable and relaxing area we went to the grass area outside the Spa only to find scruffy broken rattan furniture which was equally uncomfortable.

Scruffy and dirty was a recurring theme in the accommodation part of the hotel

The corridor and stairs to our bedroom had very chipped and damaged paintwork. Carpet was dirty and in several places torn. This is not what one expects in a luxury hotel

Previous complaints

On checking out we expressed our disappointment and gave our reasons. The receptionist confirmed that there had been previous complaints from Guests. We then spoke to the duty manager and she told us that next week renovations would start We found this quite insulting and disappointing in that you are prepared to sell these breaks knowing that the accommodation is below the standards associated with Off peak Luxury. As we left the hotel we met another couple that had a similar if not worse experience than us and were also about to complain.
In Summary
We find the whole situation totally unacceptable . We feel let down and disappointed by the whole experience . We feel it was totally unfair on the pleasant young receptionist who had to deal with this and other’s complaints. As an exercise in promoting. the business in this way it does not encourage guests to return and does not give the hotel a luxury reputation.

We have subsequently received an email apologising, but that's it.

I’d like to say initially that we have booked several holidays via Off Peak Luxury over the years & been pleased with the hotels we booked.
However, this year we booked Rose in Vale hotel in Cornwall & we’ve never been so disappointed.
We complained to the hotel directly about very poor food choice, limited quality & range, non useable pool & very poor room servicing to no avail. The manager of the hotel was extremely discourteous & the old adage of the customer is always right was totally absent.
I took up the case with the customer service department of Off Peak Luxury, confidently expecting them to investigate my complaints.
Although the service team forwarded my emails to the hotel, we felt they took the side of the hotel in question despite our previous exemplary relationship with Off Peak Luxury.
We felt totally let down by Off Peak Luxury because we are both pensioners & Rose in Vale was expensive but we wanted to treat ourselves. We felt we were badly treated both by the hotel & Off Peak Luxury, it felt as though they had taken our money & we’re not interested in the very poor experience we were subjected to.
Suffice to say, after many years of booking through OPL, we will no longer book holidays using this company & we won’t be recommending it to others either.

We were due to stay at Mar Hall hotel near Glasgow on the 28th April 2022 and booked our stay with a gift voucher purchased by our son from offpeakluxury.
On the morning of our stay, we came down to find our dog seriously unwell and subsequently had to have him put to sleep later on that morning.
We were totally distraught and couldn’t continue with our stay that night.
We had also booked flights up that morning from Heathrow to Glasgow for our stay and British Airways were brilliant in issuing us with a voucher to use at a later date, however when I called offpeakluxury to cancel our reservation at Mar Hall they were not so helpful. They showed no compassion and just said that because I was cancelling within 48 hours there was nothing they could do and to check our travel insurance which didn’t cover loss of pet anyway.
We didn’t want a refund, just the chance to stay at the hotel another time.
They didn’t look at our situation on an individual basis and use any discretion in helping us out at a very upsetting time. After what we went through that morning that would have gone a very long way.
Beware booking through them if your plans have to change at the last minute even for something so completely devastating.
In response to the reply below,
On the morning I lost my dog and had to contact offpeakluxury I was extremely upset and was not able to face a confrontational phone call with the customer service advisor. It has taken me weeks to come to terms with our loss and even consider contacting them again to see if they could reconsider our case. A little more sympathy would have been very nice.

Excellent friendly service; the lady was most knowledgeable and helpful and we look forward to our three night break at Billesley Manor hotel. Hopefully it, and Stratford on Avon, will not disappoint. Breakfast included plus one evening meal and a bottle of wine at a very reasonable price. Will review again after the event but sounds good so far.

Thanks for making sure we had a fantastic stay at the Elmbank Hotel in York. Super helpful service and advice!

Please don't use Off Peak book direct with the hotel our recent experience ruined ou 20th Wedding Anniversary. After arriving at the hotel diffusers placed around the hotel brought on an asthma attack although efforts were made to help we had to leave the hotel to help relieve this. Off Peak refused a refund initially but after complaining again a lesser amount in vouchers were offered. Staff at the hotel led us to believe because our contract was with Off Peak it reduce our potential to resolve the matter. Shame on you Off Peak no refund then partial in vouchers, your customer services ruined our Anniversary!! Following a reply from Off Peak, they have not got the facts right flowers and spa products were offered because of the hotels inability to provide the treatments booked. As for notifying the hotel about an asthma condition, really !! no one we've spoken to has found a need to do this. The reaction was one not known of. Off Peak managed to make contact to take our payment of £700 which was paid promptly !!!

We purchased a voucher for my parents 60th Birthday pre covid and was unable to use for approx 18months whilst hotels were closed etc.

My mother and father suffered serious I’ll health and it was extended to the end of December 2021.

I called in December and explained that due to on-going medical issues I would not be able to make a booking before March 2022 and I was told to call back before the end of March.

Subsequently tried to book and they have told me the voucher is invalid and expired at the end of December.

Basically calling me a liar and that I did not speak to them in December as there is no record of this.

£450 paid and after two horrendous two years my parents were so looking forward to this.

I am now seeking legal advise.

Customer service has been horrendous.
No understanding or sympathy whatsoever.

Response read ‘this is the directors final decision and the voucher is now void’!

I have booked numerous holidays with off peak leisure, and have never been disappointed. The hotels they use are always to a high standard. The eateries have always offered delicious food, friendly staff and excellent service. If you want to be spoilt this is the company you need to book your holiday with. Off peak leisure offer some superb deals, and the staff are always friendly, efficient and informative, I would never use any other company to book my UK 🇬🇧 holidays, because I would not get this level of service or quality hotels and value for money.

Having used Offpeakluxury on numerous occasions for luxury mini breaks in the UK I can’t fault the professional service which OPL provides always going the extra mile to make your experience feel very special I wouldn’t use anyone else 5 Stars all the way

Booked a "Luxury" break a the Corus Hotel in Hyde, Park London as a birthday celebration. Room and Brasserie pictures were in accurate - Brasserie isn't located in the conservatory. Chef leaves at 7.45pm sharp even though OPL allowed me to make a dinner reservation at 8pm. Passed all blame on to Hotel, although OPL have since amended their web site. Hotel failed to resolve and only offered me a discount for next stay. Why would I want to do that? Make sure you check fine print before booking.

Excellent service overseen by a very pleasant young lady.

We made a booking but were forced to cancel on the day of arrival due to illness. Mary at Off Peak Luxury pulled out all the stops and saved the day, enabling us to postpone the booking to a future date. Fantastic service.

Hotel confirmation differs from Luxury off Peaks breaks confirmation and we have had to get in touch to clarify. Not as straightforward as we would have liked

Excellent online service with great offers