The 5pm Promise

In this unpredictable time, we want to give you, our loyal customers, some certainty with The 5pm Promise.

Our promises to you:

Coronavirus FAQs

If I’m shielding or self-isolating and can no longer make my booking, what can I do?

If you have a confirmed hotel booking, the hotel cancellation policy will apply. To alleviate your concerns, we’re asking our partners to comply with a 72 hour notice period and many of our partners are in agreement with this policy. However, please check the terms and conditions on your confirmation email and contact the hotel directly to discuss your cancellation and their reschedule/refund policy.

Free restaurant bookings can be cancelled via your 5pm account up to 2 hours before arrival.

Big Deal restaurant bookings must be cancelled within the terms of the deal and may be rescheduled.

What if I get notified that I need to self-isolate within the 72 hour cancellation policy?

Most of our partners are empathetic to this situation and they will most likely offer a reschedule as long as you advise them as soon as possible. These decisions, however, will depend on the individual service provider and their policies.

Please contact the partner you booked directly for the quickest resolution.

If my area goes into a local lockdown, but the hotel I have booked is in another area, what can I do?

We’re asking partners to comply with a 72 hour notice period and many of the service providers are in agreement with this policy.

Please check the terms and conditions on your confirmation email and contact the hotel directly to discuss your cancellation and their reschedule/refund policy.

I’m buying a Big Deal voucher as a Christmas gift but concerned it might not be redeemable given the current unpredictable environment. Is there a guarantee?

We can guarantee that if the service provider/the hotel or restaurant is unable to provide you with the services as purchased, (within the terms of the offer), we can provide you with a 5pm Gift Voucher to the value of the purchase paid or a full refund, if requested before the end of the voucher validity date.

What am I entitled to if I purchase a 5pm Gift Voucher?

We’ve extended the 5pm Gift Voucher validity from 6 months to 18 months to ensure you or the recipient will have time to make use of this in the future. For peace of mind, if you are unable to use the extended validity due to the effects of Covid-19, we can explore extending this further.

©2020 5pm Ltd, 38 Queen Street, Glasgow, G1 3DX, U.K.

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