Operational Update: New Payment Option for LPP Packages: Pay at Property

We’re excited to introduce Pay at Property — a new way for customers to book now and pay the hotel directly at check-in or check-out.

Read the full Knowledge Article here for more information: LPP/Bedbanks - Pay at Property

What is Pay at Property?

• Pay at Property allows customers to reserve their stay online and then pay the hotel directly at check-in or check-out, rather than paying Luxury Escapes at the time of booking.

Key Information

• Available only on LPP/bedbank bookings.
• Customers agree to pay in the hotel’s local currency at check-in or check-out.
• Initially available to customers living in Singapore, Hong Kong, Malaysia, and South Africa, with plans to expand based on performance.
• Supported by many bedbank hotels, but not typically available for short lead-time stays.
• Date changes and upgrades are not supported — bookings must be cancelled and rebooked.
• Special requests, name changes, and general inquiries follow standard LPP/bedbank processes.

Payment Details

• Credit or debit card only can be used when booking.
• Promo codes and gift cards cannot be applied.
• Customers pay the hotel directly — the hotel is the merchant of record, not Luxury Escapes.
• Payment is usually taken at check-out, although some hotels may charge at check-in.
• Card details provided during booking act as a guarantee, not a charge.
• Guests are charged in the hotel’s local currency, and some properties may place a pre-authorisation hold prior to arrival.

How to Book

1. Look for LPP/bedbank rates with the “Pay at Property” tag.
2. Click Add to cart or Book now, then select the Pay at Property rate.
3. Complete checkout as usual. No charges occur during booking — only an approximate amount is displayed in the customer’s currency, with the actual amount payable in the hotel’s currency.

How to Cancel

1. Go to My Escapes and select Cancel booking.
2. Confirm cancellation in the pop-up window. Since the customer hasn’t been charged yet, there’s no refund involved.
3. Any pre-authorisation holds placed by the hotel will also be cancelled directly by the hotel.

If you have any question please reach out to your TL.

📧 This was also communicated via email on 3rd October 2025, titled "New Payment Option for LPP Packages: Pay at Property" sent by Kristine L (Agent Support).