Frequently Asked Questions

Please don’t hesitate to contact us using the form below if you have questions that are not addressed below

Good question, and it is the first question we would also ask! The truth is that there is usually a catch so not every deal will work for everyone, but you only need one deal to work for you to save hundreds or thousands of dollars. 

We try to highlight the catches for each deal in the Member Zone listings so you can make an informed decision but the catches usually fall under a few categories; not being able to travel during peak periods, not being able to finalise travel dates before payment is made, not having a guarantee that you will win the deal you have your heart set on or booking process taking a few days to complete. 

The answer to most of the catches is having flexibility in your travel plans, which is why we say the Club is most suitable for flexible travellers. 

It is the most effective way to make sure there are enough deals for everyone and to prevent a small minority from using up a large majority of the deals. The only other alternative is to charge a much higher annual fee and reduce the size of the Club, but we believe having a lower annual free and larger Club is much better for everyone. 

We are trying out best to offer genuinely good value for money to our members. But we are a small early stage start-up still trying to figure out the best way to do things. If we have done something that does not meet your expectations, please give us the benefit of the doubt that it is not intentional. Let us know and let us try and fix it. We are open to feedback in all its forms!

Hotel prices fluctuate massively and it is not easy to assign a value to any particular hotel stay. As far as possible, we rely on the value ascertained by the third party providing the stay but sometimes it is clearly not accurate and we will use our own judgement. As per our principles, we do not exaggerate valuations because we know it ultimately leads to unhappy Club members. 

It would depend on the type of deal you’re participating in and we will make this clear in the Member Zone listings but typically date changes would be possible subject to availability but a refund would not be possible. We would always advise to avoid relying on being able to change plans once the itinerary is confirmed. The change requests would be handled by the third party you complete your booking with in accordance with their terms. 

We are not aware of anyone else like us! Most companies offering travel deals to club members tend to curate deals available through standard travel agents and there is a limit to outrageous deals being possible because you are ultimately making a fairly vanilla hotel booking. 

It depends on the deal you are participating in but typically elite benefits are not possible.

You will pay the fee for the full year and get the full number of Dealuxe Tokens associated with the new membership level. You will also keep any Dealuxe Tokens awarded to you as part of your previous membership level to make sure you are not worse off by upgrading. 

 

For example, if you joined as a 4 Star member in January and decide to upgrade to 5 Star in June, you will be awarded 24 new tokens in addition to your previous balance and your membership expiry date will be extended to June of the following year.  

No, because our 3 Star membership level is designed to effectively give all users a free trial to determine if the Club makes sense for their personal circumstances. As a 3 Star member, you will receive all of our deal updates and you even receive a free Dealuxe token to use towards one deal. Once you have used it and you have experienced our service, you may choose to upgrade to the higher tiers.  

We would be very sorry to see you leave and we would love some feedback to know how we could serve you better. But we respect your decision to leave and we offer a 30 day refund guarantee, minus the value of any Dealuxe tokens you have already used. 


For example, if you have used 10% of the Dealuxe Tokens you received for your membership, we will refund 90% of the annual fee. Please refer to our Terms and Conditions for full details. 

No, we do not currently offer this. Once you have run out of Tokens, you may renew your membership or upgrade to a higher membership level to refresh your Token balance and extend your Membership expiry date by another 12 months. 

Dealuxe Tokens do not expire and you may use them as long as you are a Club member. Note that the benefits associated with the membership level at the time of redeeming a token apply – so if you have downgraded to a 3 Star membership when using Tokens as part of a 4 Star membership in a previous year, you would be restrict to redeeming for deals open to 3 Star members only. 

No, we do not offer this at the moment. 

There can be many reasons for this but usually it is because not enough bidders showed up to an auction because it was not well publicised. This happens far more often than you would think – so much so that we are happy to refund any Dealuxe tokens used to redeem our Travel Auctions if the auction ends with less than 20% discount!

We know the best way to ensure good deals in auctions is to limit participants. This is why we put a limit on how many Dealuxe Members can redeem tokens for any one auction and we also have a limit on the size of our Club to make sure we can provide enough good deals to satisfy our Members.

No, we scour through hundreds of auctions and thousands of individual listings to select a handful of travel auctions to share with our members each week. When you redeem a Dealuxe token for a travel auction, you will receive a link to the third party auction listing. 

You are welcome to try! Finding a good one requires a special kind of skill and patience. For a tiny fee in comparison to the potential savings, you can outsource this chore to us (and it doesn’t feel like a chore to us!). 

Please contact us using the form at the bottom of this page and we will try our best to assist. 

Please get in touch with us and we’ll see if we can work something out for you

We have years of experience in doing this and have built up a number of tools and databases along the way, which are constantly growing. This means we can look at an itinerary and the flexibility and constraints you may have and know quickly if we can help you. If we see potential for optimisation then we spend some time trying to find the best few options for you to choose from.

We will review the parameters of your trip first when you redeem your Dealuxe Token for the Dealuxe Concierge service so we understand your dates, destination, budget and preferences, and also how much flexibility you have in each of those. We will only charge the Concierge fee once we are confident that we can save you at least 20% (but usually a lot more!) compared to the full price of the same stay. 

 

We spend a considerable amount of time to find the deal that matches your exact circumstance so we think its fair that no refund is available if you choose to not proceed with the deals we find you for. However, please let us know if you’re unhappy with what we found and we can probably find you something else that works better for you!  

Absolutely. We will refund your Dealuxe Concierge fee in full in the unlikely event that we could not find a suitable deal after charging you a fee. 

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