Frequently Asked Questions

Question: I’m experiencing difficulties placing an on line order and checking out.

Answer: Please contact us, we will be able to create a voucher sale over the phone, take payment and arrange postage.

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Question: How do I print my email voucher?

Answer: Your voucher will arrive by email as a PDF attachment, please open the PDF attachment and print it. The quality of the print finish will be determined by the print specification of your printer.

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Question: What delivery and postal options do I have?

Answer:

• Gift Vouchers can be emailed free of charge.
• Can be mailed 1st class in an A5 branded envelope for £5.45.
• Can be mailed 1st class in a gift voucher box for £8.45.

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Question: Can I have a VAT receipt for my purchase?

Answer: You will receive a VAT receipt as part of your order confirmation, if you need something more specific, please contact us.

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Question: I’ve received my voucher and there is a mistake on it, can I get it amended?

Answer: Yes please do contact us, we can amend or re-issue a voucher.

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Question: I’ve lost my voucher, can I still make a booking?

Answer: Vouchers can be retrieved from the system and re-issued, but please do contact us as this is solely at the discretion of the manager on duty at the time of the query.

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Question: Can I extend or refund my voucher?

Answer: Unfortunately, vouchers cannot be refunded, if you are experiencing extenuating circumstances, we can extend a voucher, again this is solely at the discretion of the manager.

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Question: I have only part used my voucher, can I carry forward the balance?

Answer: Experience vouchers are for a single transaction, Monetary value vouchers can be part-redeemed, and the balance carried forward

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Question: How do I redeem my voucher?

Answer: Prior booking is essential please contact us on the following number: 01706630788 or by emailing: h6631-gm@accor.com.