Frequently Asked Questions


How do I get in contact with LUXURY Holidays?

Phone
Freephone us on 0800 758 759.

Live Chat
Live Chat us by clicking on the Live Chat window located at the bottom right hand corner of any LUXURY Holidays web page.

Online Form
Fill out our contact form on this page. Our Team aims to respond within 1 business day.

Email
Email us at deals@luxury-holidays.co.nz. Our Team aims to respond within 1 business day.

Please note: LUXURY Holidays Customer Service Team operate between 9am-5pm Monday-Friday.

Before you buy your holiday deal voucher

I haven't heard of that brand of hotel. How do I know if the hotel is any good?
Many high-end 5-star hotels are not part of hotel chains that you may know of. All of our deals indicate what Trip Advisor awards they have received. We also show a selection of Trip Advisor customer reviews for you to pursue. You can also do your own independent online research by visiting Trip Advisor and the hotel's own website.

What is the hotel's location like?
We endeavour to find hotels in the best locations possible. For independent customer reviews, it's best to see Trip Advisor. 

I need a room for 5 or more people
Please carefully check the terms and conditions of the deal you are interested in. If it clearly states that the room is for a maximum of 4 guests then you will need to purchase a second voucher to accommodate your group.

I'd like to upgrade to a room category that's not in the deal
This needs to be requested directly with the hotel.  Once you have purchased your deal voucher and make contact with the hotel to book your dates, please ask for upgrade pricing and availability directly with them.

Are there any additional surcharges at certain times of the year?
There are not normally surcharges on pricing associated with our deals. That said, please carefully read the terms and conditions of the deal to see if some very busy times of the year incur price surcharges eg. over Christmas or New Year.

What if I want to extend my stay beyond the voucher travel dates?
The voucher is only valid for the dates specified. If you wish to stay beyond those dates then when you make contact with the hotel to book your dates, please ask for  pricing and availability to extend your stay directly with them. Please note that extra nights may be at a higher rate than what you have  purchased with the deal voucher.

How long is the deal voucher available for?
Please check the terms and conditions of the deal voucher. Most vouchers have validity for at least 4-6 months, sometimes up to a year.

My children are older than the deal's age limit. Can they still travel as a child in a family deal?
If your children are older than the age specified in the deal then they will be classified as an adult. So if you have 2 adults, and 2 children aged older than the age specified in the deal, you'll need to book 2 rooms.

What else do I need to know?
Each deal varies slightly, so please read 'The Fine Print' for the deal at the bottom of that deal's webpage for any detailed instructions.

What if there isn't availability when I want it?
Our "Peace of Mind Guarantee" means that if you can't confirm the dates you need with the hotel, we'll give you a full refund, so long as you contact us within 14 days of purchasing your voucher. That said, many dates are available so there should be a time that suits you.

 

How do a buy a holiday deal voucher?

So you've read all the information (including the fine print) and decided you'd like to purchase a holiday deal.

Here is a step-by-step guide.

  1. Choose your desired option (by a date range and/or room type) from the drop down menu. This can be found towards the top left of the deal webpage.
  2. Click BUY NOW.
  3. You will be taken to the Shopping Cart page where you can check the deal you are purchasing, read the general Terms & Conditions tick the box, click CHECKOUT.
  4. Now you'll need to fill out your personal information.
  5. Then enter your credit card details.
  6. You will receive a receipt of your order within a few minutes.
  7. You will receive your deal voucher to the email address that you supplied within 1 to 3 business days.
  8. Contact the hotel using the details provided on the deal voucher.

Remember to include: guest names, children’s ages, arrival and departure dates and times, flight information (when available), room category/bedding type (king or single) and the voucher number provided to you (via email).

Tip: Book early to secure your desired date.

After you buy your deal voucher

How long will it take to receive my holiday package voucher?
It will take between 1 to 3 business days for you to receive your deal voucher. Please contact us on 0800 758 759, if you have not received your voucher after 3 business days.

How do I redeem my voucher?
Always carefully read the specific instructions that will come with your deal voucher. Here you will find the person at the hotel who you will need to make contact with (by email in the first instance) to request your preferred dates. It is important to provide your voucher number on all correspondence with the hotel.

Tip: Check when you make your booking for any extra requirements that the hotel may need from you.

Do I need to show my voucher on arrival at the hotel?
Even though you have had your booking confirmed by the hotel, it is a good idea to take your printed voucher along with you to show on check-in.

I've emailed the hotel with my dates and information but I haven't heard back
If you have emailed the hotel your desired booking dates and other information but have not heard back, please email again and try calling the contact person provided with the deal voucher information. In the unlikely event that you still do not get a reply, please call us on 0800 758 759 and we will make contact with the hotel on your behalf.

I've confirmed my dates with the hotel but I now want to adjust them
If you wish to adjust the dates you have had confirmed with the hotel, please contact the hotel with your reservation number and request the changes required. They will advise if this is possible and based on availability and any pricing changes that might be incurred. Please note that extra nights may be at a higher rate than what you have  purchased with the deal voucher.

I can't get my preferred booking dates
In the unlikely event that you can't confirm the dates you need with the hotel and therefore are unable to confirm your booking, we'll give you a full refund, so long as you contact us within 14 days of purchasing your voucher. That said, many dates are available so there should be a time that suits you.

How does the 14-day Peace of Mind Guarantee work?
If you change your mind for any reason within 14 days of purchasing a deal voucher and prior to confirming a booking, we will issue you with a refund to the value of your purchase. Simply contact our Customer Service team on 0800 758 759.