Offpeakluxury Arvostelua 

Several phone calls between us, as we had a number of quite specific requirements. Your staff were patient and helpful at every stage and could not have been more pleasant.

Fantastic pricing for my luxury Edinburgh hotel break. Even better value than secret escapes as i get a bottle of prosecco in my room on arrival, for the same price. Will book with you again

While the staff on the new booking line are helpful and friendly, (thank you Paula) the "customer service" member of staff I eventually spoke to ( after 6 phone calls and 3 emails) was unhelpful to the point of being downright rude. I don't believe in mentioning names involving a complaint in a public domain, but hopefully it will be apparent who the member of staff is. It's hard to believe there would be more than one who behaves this way.

There's no direct phone line for customer service enquiries, so calls have to be made via the new sales team, which is a convoluted process and a wholly unnecessary complication.

Requests by email for a call back are repeatedly ignored, until they are threatened with escalation. When I did receive a call back, the advisor was unpleasant, argumentative and as unhelpful as it was possible to be.

Given that our enquiry related to a possible cancellation or postponement due to a terminal illness diagnosis, it's hard to imagine a more sensitive subject being handled so appallingly. The caller was actually cruel and heartless in her lack of empathy.

Even if nothing could be done, there are ways of delivering that message in a sympathetic and caring way.

Perhaps her manager would listen to the, hopefully recorded, call and give her some hints on true customer service.

We booked the Mosborough Hall through Offpeakluxury to meet up with friends. The offer was a two night break that included an evening meal on the first night and a complimentary room upgrade on arrival (which none of us received). The hotel looks lovely on the outside with a degree of historic charm. Unfortunately that charm is left at the front door, after all this is supposed to be a Best Western Plus hotel the inside lets it down. The rooms we and our friends had were dated with tatty furniture, lumpy beds that were not very comfortable mould around the bath and taps. They don't even make up your room "To reduce the impact on the environment" Not sure we would have stayed if we had known this was now their policy.

The Evening meal was just about okay, really nothing better than pub grub. I say that because three of us ordered chicken which when served were all identical in shape and size felt is was pre-packed food.

The breakfast was also just about ok. It was made to order on the first day but then became a buffet on the second day.

It certainly wasn't worth what we paid for the break and it certainly wasn't what I would call luxury. I'm not sure who vets the hotels on offer and it is maybe something Offpeakluxury needs to look at

Good, old-fashioned customer service experience. Phone answered promptly; the lady I spoke with was very helpful; and, she was incredibly efficient. It was a pleasure to deal with your company. Such a rarity these days.

What I liked the most about my booking experience was that the customer services were extremely helpful and they offered personalised support. They listened and did find what I was looking for! With great offers!!! They were also very quick in their responses and finding offers that matched my request.

Very easy to use and a great deal on my hotel will be using every time I book a hotel now

Rubbish,cannot recommend. Terrible customer system . Horrendous voucher cancellation policy . Tread with caution with any booking .

We had seen an offer of three for the price of two nights but that did not seem to apply when we booked for three nights. We look forward to our stay.

Nothing luxury about this room, small, walls covered in huge marks and window covered in film to obscure except for a small bit above head level. Food menu basic, 3 courses well within the the £30 per head allocated. We gi on a lot of deals, first via Offpeakluxory.

Both Paula and Mary were very efficient and really lovely people to speak to. Very, very helpful and courteous. A pleasure to speak to. I felt they went out of their way to help us get the best holiday break we could have. Cannot praise them highly enough. Thank you to both

We have received the voucher for birthday to use at lion quays hotel and spa. When we decided to book it asked me to pay additional £75 due to seasonal price change which think it’s extremely unfair. And We did not go over the expiry date. Also Champagne definitely wasn’t worth £70 !!
When I looked on their website after our stay (out of curiosity) to book a last min voucher myself and book specific date it didn’t ask me to pay extra £75.

We spoke with a pleasant agent who was knowledgeable about the property that we were booking. Nice service.

Absolutely amazing few days away at Sandburn Hall. Hotel was immaculate and the Tykes Restaurant was fabulous. Food first class and staff absolutely great, we enjoyed every minute.
Brilliant value for money 💰
We will definitely be back

A lady called Ann Marie took my booking, she encouraged me to take insurance as way need to change date or even cancel. It was an easy process to book and the lady was very pleasant and helpful. A good start to what were is lovely break!

Made the booking this morning with Clare - what a joy to speak with a company representative who is both helpful and very efficient - thank you Clare.

If you are thinking about buying holiday vouchers from OPL Ltd, I would seriously suggest you think again.
We had £175.00 worth of vouchers which hadn’t been used. I extended the expiry date on a couple of occasions at a cost of £17.50 each time. When we came to use it we hadn’t realised that we had exceeded the expiry date by 6 days. We approached OPL, half expecting them to show a modicum of flexibility. How wrong was I! Their excuse was, “ Our competitors don’t allow it, so we don’t”. When I pointed out that their competitors DO offer extensions after the expiry date, they said “If we extend the voucher after expiry, it then becomes and open ended voucher. We don’t do open ended vouchers” and “If we do it for you, we have to do it for everyone”. If you are contemplating buying a voucher checkout Virgin Experience, Buyagift and MyHotelBreak as they offer far more flexibility, particularly when it comes to the expired vouchers, albeit with certain limitations and also when choosing a suitable break. With OPL you have to go through their booking office to arrange your break, which also means you have to use their websites to choose the hotel. What you would pay for a night for the room booking direct with the hotel, you are paying per person with OPL. Granted they have an allocation of funds for a meal built in to their price, but what you are saving on the room rate, there will be ample funds left over to buy a decent meal. That is if want to eat at the same place. And still have money leftover.
Unfortunately, these vouchers were bought for me by my partners family. I have been going through recurring breast cancer, hence the reason for not being in the frame of mind or well enough to use them. If I was buying these and saw the reviews beforehand I would never given them my money, as there seems to be a pattern.
There are a number of websites in the OPL’s group. Luxuryhotelbreaks, countryhotelbreaks,cotswoldhotelbreaks and lakelandluxury. All part of the same group.
I have tried to contact their Managing Director directly, using his mobile number and his direct email address and all he does is pass the mail on to his staff to deal with. He doesn’t have the decency to respond himself or justify his reasons for taking our £175.00. My partner and I were really looking forward to going away in January unfortunately, that didn’t happen. Thank you for nothing!
I know you will say that we can’t extend an expired voucher but more of a case, you won’t extend the voucher. Your MD can use whatever discretion he needs to help customers but he chooses not to.

Also we do not look for cheapness, we look for value for money and this certainly is not value for money.

We recently booked to visit the Old Swan Hotel in Harrogate for two nights from 12/02/25.
Unfortunately my wife became ill and we were unable to visit.

I contacted the Off Peak Luxury Customer Support Team and spoke to a lady called Toni.

I realised that with less than 48 hours before the start of our visit we would probably not be entitled to change the dates, or receive a refund.

Toni contacted the hotel and after some discussion they agreed to offer an alternate date for our visit with no penalties. We were very grateful and relieved.

Toni phoned me back and was very understanding, friendly and customer focused.

I have previously worked as a Senior Manager in the retail industry for over 40 years and I firmly believe that great customer service is of paramount importance in any business.

Toni is a credit to her company and I will be recommending Off Peak Luxury to all my friends and family.

Thank You.