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FAQs

If it's peace of mind you're in search of, take a look at the frequently asked questions below.

If I’ve taken out a HSBC Premier Current Account, what do I get with the Premier Luxury Stay offer?

Eligible HSBC Premier Current Account customers have the chance to indulge in a Premier Luxury Stay. There's a host of options for a family getaway or an indulgent night away for you and a plus one. Choose from over 50 hotels around the UK, all of which offer a bespoke experience package, such as dinner, spa or afternoon tea.

How do I know if I qualify for this offer?

This offer is only available to customers who apply to switch to an HSBC Premier Current Account from 2 January 2019 to 1 April 2019 or from 20 May 2019 - 22July 2019.

How do I book my Premier Luxury Stay?

A hotel pack will be sent via Royal Mail which will contain instructions on how to book. This will be sent within 50 days of your account switch or qualifying action when taking out a credit card. If you have an eligible joint account or credit card, only one address will receive this offer.

How long is the offer valid for?

For customers who switched from 2 January 2019 to 1 April 2019 all stays must be booked and taken by 31st March 2020. For customers who switched from 20 May 2019 all stays must be booked and taken by 31st July 2020.

Are there more hotels available other than those in the booklet I’ve received?

Yes, the booklet only features a small selection of participating hotels. You can find the full list of hotels by clicking on the ‘Hotels’ tab.

What packages are available?

There’s a whole host of different packages to choose from including wine tasting, theme park experience, golf and much more. The choice of packages available are listed under each hotel’s further details. To view these, click on your hotel of choice and then click the ’Packages’ tab. Please note that you can only apply your experience package to one night of your two night entitlement. Your remaining night will be on a bed & breakfast basis only.

Can I choose whichever hotel I like?

Yes, the choice is completely yours if the hotel is featured in the offer. Browse through the site to view the current participating hotels and packages available.

Can I contact the hotel and book directly with them?

We have a dedicated Concierge Service who will look after your booking needs. All you need to do is call them on 01565 656491. Bookings cannot be made directly with the hotel.

Are theme park tickets included in the offer?

No, but you can purchase theme park tickets with the venue directly.

Do I have to purchase meals or beverages?

No, you can stay at your choice of hotel and enjoy the package on offer completely free of charge. Anything above and beyond the package chosen will incur a cost.

Can I arrange to have an upgraded room?

Many of the hotels featured in the promotion do offer room upgrades. If you are interested in upgrading your room, please speak to the Concierge team at the time of booking who will be able to arrange this for you and advise on any associated costs.

What if the location and date I want to stay are unavailable?

Please provide three hotel choices/packages and up to three date choices and the Concierge Team will endeavour to meet your preferred date(s) and location(s). In the event of all choices being unavailable the team will recommend alternatives that match your requirements.

Will there be a charge if I pay for any extras on a credit card?

No, you won’t incur any additional charges if you pay for extras by credit card. Should you choose to purchase any additional services then this will need to be paid for directly to the hotel. The hotel may request a swipe of a valid credit/debit card upon check in.

Are there any restrictions?

Your booking will depend on the hotels’ availability for this offer. This offer does not apply to reservations that include public or bank holiday periods in the UK and Ireland. Availability may be limited during other key periods such as Christmas and New Year periods.

What if I have booked my Premier Luxury Stay and need to cancel or re-arrange my stay?

If you need to cancel your booking, your voucher will become void. The Concierge Team will attempt to re-arrange any booking, but this is not guaranteed. Any payments made for room upgrades or meals for the length of your stay may not be refunded. If booking more than one night’s accommodation, up to 100% of any additional nights will be charged. Any changes to your additional bookings may be treated as a cancellation. Confirmation of these costs will be provided at the time of booking.

If I have any questions that were not answered here, who can answer them?

For more help and advice on the Premier Luxury Stay offer, please call the Concierge Team 01565 656491. If you have a query to do with your Premier bank account, please call HSBC on 03457 707070**.

Lines are open Monday to Friday 9am to 5pm. Call charges may vary and calls may be recorded and monitored. Lines are open 24 hours a day, subject to scheduled maintenance periods.***