FAQs

How far ahead do I have to book a Mystery Break?

The earlier you book the better, as generally the prices will increase closer to your preferred travel date. However, you must book at least 2 weeks prior to the date of travel in order to give us time to prepare your Mystery Break package.

When do I find out where I am going?

Once the travel element of you Mystery Break is booked we will provide further details of your time and place of departure so that you can make transport arrangements. A few days before you travel we'll send you a parcel box that will include your Mystery Break destination. You can decide whether to open it straight away or wait until you’re at the airport if you dare?!

We'll also give you your boarding passes or tickets, hotel information and some handy tips for your destination. In the lead-up to your Mystery Break we'll also provide some weather updates and a few tips to help you know what to pack, along with when you need to be at the airport.

What airline will I be flying with?

We use a range of airlines including both traditional and low-cost options - you can select whether you would prefer not to fly with Ryanair or other low-cost options at the time of booking. We provide your full ticket and travel details when we advise you of your destination.

Please note that we do also do occasionally use Eurostar for some of our Mystery Breaks.

What airport will I be leaving from?

Mystery Breaks currently depart from all major London airports including Gatwick, Stansted, Heathrow and London City. We ask for your order of preference at the time of booking, although please note that depending on dates and times of travel, we’re not always able to book from your preferred airports.

All Mystery Breaks that involve travel by Eurostar depart from London St Pancras International.

In the lead-up to your Mystery Break we'll let you know what airport you will be flying from and when you need to be there.

What hotel will I be staying in?

We pick our hotels the same way you do – we look for great hotels in good locations for exploring the destination, and only select those that have good customer reviews.

We do let you select 3, 4 or 5 star hotels and occasionally we will upgrade you when we are able to obtain a good deal. Hotel Star Ratings are provided to us from third-party sources.

What is the maximum number of people that can share a room?

We take bookings for up to 3 people sharing a room and there will be a small surcharge that will be included in your Mystery Break cost. Please note that the third bed may be a rollaway bed or a foldout sofa bed.

Can I book a Mystery Break for more than 7 nights?

Yes, If you want to experience a longer Mystery Break, please don't hesitate to contact us.

What are the luggage restrictions?

One piece of carry-on hand luggage per person is included in the cost of your Mystery Break package. The size does vary between airlines, but generally is 50cm x 40cm x 20cm (including any handles or wheels).

You can also add check-in luggage of up to 20kgs at the time of booking your Mystery Break - a surcharge of £20 will be automatically added to the cost of your package. Please note that we may use the surcharge to book a more expensive airline where check-in luggage is included.

Will you give me a guide to the destination?

We provide you with a personal itinerary that will include some things to do and see, some tips for eating out and emergency contact details.

Can I select where I go?

Sorry but no. However, we do let you select theme such as Romantic, Cultural, Beach or Party (or you can let us surprise you). We also let you select up to 3 destinations to exclude. If you’ve booked a Mystery Break before, we’ll always send you somewhere new.

What time will my flight leave/return?

We'll do our best to place your flight in the time frame chosen when making your booking.

Will my flights be direct?

Yes – all flights will be direct.

How will I get from the airport to my accommodation?

We will provide instructions from getting from the airport to the city in our destination guide by all popular routes including rail, bus and taxi options.

You can also choose to add return transfers directly to your hotel from the airport at the time of booking your Mystery Break. Hotel Transfers are provided by Holiday Taxis.

Can you take children on a Mystery Break?

Mystery Break is not designed with children in mind, but if you’d like to take them on your adventure please contact us and we’ll see what we can do.

Can I change a booking?

Once you have booked, we will endeavour to make any amendments or cancellations of your travel arrangements that you request where possible, and will confirm any applicable costs or charges. Please contact us for further details.

What happens if I'm unable to travel on the day of departure?

Since we may incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to a maximum of 100% of the cost of your booking.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

What happens if a flight is delayed or cancelled?

If a flight is delayed or cancelled you will need to liaise directly with the airline.

What forms of payment do you accept?

We accept payment by most major credit and debit cards including MasterCard, Maestro, Visa and Visa Debit.

All payments will be processed in GB Pounds Sterling (£).

Our online payments are powered by WorldPay.

What is WorldPay?

WorldPay is a credit card processing system which authorises transactions at the time of purchase. Backed by major banks, it provides a secure gateway for online shopping. When you are ready to pay for your Mystery Break you will automatically be directed to WorldPay's secure site to enter your credit card or debit card details for payment. WorldPay will authorise your card and take payment on our behalf before returning you to our website.

Any more questions?

If you haven't found the answer you've been looking, please don't hesitate to contact us and we'll do our best to answer your questions.

How can the Gift Vouchers be redeemed?

Redeeming the Gift Voucher is straightforward – the receiver will simply need to visit www.mysterybreak.co.uk and enter the unique code that appears on the voucher when completing their Mystery Break booking.

Can I use a promo-code and a Gift Voucher code in the same booking?

Yes – you can benefit from both a Promotional Code and Gift Voucher if you have both – please note that the codes are entered in different places.

Can I use the same Gift Voucher for two or more bookings?

No. The Vouchers must be redeemed in the same booking; therefore only one Gift Voucher can be redeemed against a single Mystery Break package.

Do I have to use the full amount?

Yes. If the total of the Mystery Break package purchased is less than the value of the Gift Voucher, any remaining Gift Voucher balance will become void. If the total of the Mystery Break package purchased exceeds the amount of the Gift Voucher, the balance must be paid by credit or debit card to complete the booking.

Have the Gift Vouchers have an expired date?

Yes. Gift Vouchers must be redeemed within 12 months of the date of purchase.

Can be a Gift Voucher refunded?

Yes. A Gift Voucher can be cancelled and money refunded to the purchaser, provided that the Gift Voucher has not been redeemed and the purchaser requests cancellation of the Give Voucher by sending an email to contact@mysterybreak.co.uk within 28 days of purchase of the Gift Voucher.

How will the Gift Voucher look like?

If you’d like to see an example of how your selected Gift Voucher will look you can check at the bottom of the page and select ‘See an Example’. Gift Vouchers will be dispatched by email in A5 PDF format to the email account of the purchaser as soon as payment for the gift voucher has been cleared. An invoice will also be provided.

I’ve lost my gift voucher, can I replace it?

Yes. We can provide the purchaser with a replacement – simply contact us if you need one.

I’m having problems redeeming my gift voucher, what should I do?

Please firstly check that the voucher hasn’t expired. If you’re still having trouble then please contact us.

Groups are more than welcome!

Mystery Break has been designed with groups in mind, and you can booking for up to nine travellers in one booking. If you want to join an existing booking, please just provide the booking reference in the 'Any Other Instructions?' section of the booking form, or simply contact us to let us know.

If you wish to book a trip for more than 9 people, please contact us and we will be happy to help plan your trip. Mystery Break is perfect for Stag or Hen weekends and guarantees a surprise. For Group Bookings we are open to working with the oganiser(s) to help plan your trip, and we have our very own in-house events manager.