Frequently Asked Questions

Who provides the Concierge service?
The Concierge service is provided by Ten Group Singapore Pte Ltd trading as Ten Group (Ten). The services provided by Ten are subject to Ten’s Terms and Conditions.

How can I find out more information about my Concierge account?
To find out more about your concierge account and the information in it, you should contact your Lifestyle Manager.

Who is eligible to access the Concierge online service?
Access to this service is only given to eligible members. To find out more about membership eligibility please contact us to speak with a Lifestyle Manager.

Can Authorised Users make requests through the Concierge digital platform?
It is not currently possible for Authorised Users to make requests through the digital platform. Authorised Users will however be able to email or call the Concierge directly to make requests if formally authorised to do so.

I share my concierge access with my spouse/partner; can they have their own log in?
Due to data privacy we are only able to set up the primary account holder with access to our online service.

What will my selected preferences be used for?
The preferences you have entered may be used to provide you with a more enhanced and/or personalized Travel and Lifestyle experience, and as otherwise described in the Privacy Statement. We will also use your preferences to send you curated emails with the latest news, offers and updates if you have opted into marketing.

How secure is my data?
The security of your data is a key priority for Ten and our digital application conforms to the highest industry standards. The application has been tested by a global information assurance specialist company to the level required by the banking industry.

The digital platform is PCI Level 1 compliant.

Someone from the Concierge called me in relation to a booking that I made recently, how do I know it is genuine?
It is quite normal for a Ten Lifestyle Manager to contact you regarding the bookings and requests you have made, especially where the request may require them to liaise with a supplier. If you are ever in any doubt as to who you are speaking with, we strongly encourage you to call back on a number you know from a different phone to the one you have been contacted on.

Is there a Concierge Service mobile app available?
Not at this time.

How do I change my email contact details/username?
You are able to change your email address (your username) within the platform; navigate to the My Profile section, select “Change email” and follow the instructions.

How do I use the digital platform?
If you are having any difficulty navigating around the site or using any specific functionality please contact us and speak with a Lifestyle Manager for support. We are always looking to improve the site, so if you have any feedback we’d love to hear from you.

I can’t remember my password
If you have forgotten your password, click the Forgotten Password button on the login page and you will be sent an email to your registered email with instructions to set a new one. If you use an email address that is not registered to the online platform, then you will not receive an email. If you are unsure what email address is registered please contact a Lifestyle Manager for further assistance.

Is the digital platform compatible with all web browsers?
The digital platform is compatible with all modern web browsers apart from Internet Explorer. If using Internet Explorer, please try an alternative web browser such as Safari, Google Chrome, Mozilla Firefox or Microsoft Edge.

Why is the digital platform not accessible through Internet Explorer?
The digital platform has been designed and built to maximise client usability and Internet Explorer does not support the latest technology we are using. Alternative browsers account for c.96% of users worldwide and include Google Chrome, Mozilla Firefox, Opera, Microsoft Edge and Safari, all of which support the platform. For those who prefer the Microsoft interface, the platform is compatible with Microsoft Edge.

Why is my card not stored when I first register?
For data security reasons Ten do not store your full card details. Your card details will only be stored at the point at which you make a purchase and this is handled securely by Adyen ePayments.

What payment methods can I use?
Payment providers that are supported will be shown on the payment page during the booking process. Please note that some Concierge schemes will have limitations on payment method available.

Why do I provide my card details for some requests and not others?
Different suppliers have varying booking procedures which require card details at different times during the booking process. The point at which your card details are required will depend on the supplier being used to fulfil the request. If your request is not a paid for event or booking e.g. a complimentary ticket booking, then you will not be required to enter any card details at any point to fulfil your request.

I have put my card details into the system but I haven’t received a confirmation?
If you are in any doubt that your payment details have been submitted or if you have not received a confirmation, please check for an email confirmation and in the activity section in your profile section. If still not sure then please contact us to speak with a Lifestyle Manager who can look into this for you.

How will a payment appear on my payment card statement?
For most bookings the charge for a Concierge service booking will show on your statement as ‘Ten Concierge’, however on some occasions the airline, car rental company or local travel provider name will appear instead.

Can I store my payment details for future purchases?
Yes, you can store your payment details either in your Profile or at checkout. We have enabled this feature to allow for a seamless payment process.

If you choose to store your payment details, we will securely store your billing address, card number and expiry date, however we will never store your card’s security code (CVV). Security code will need to be entered for every purchase, although that’s all you’ll have to do as it won’t be necessary to enter your card number or any other details.

Will my stored payment details be secure?
We take the storage of your data incredibly seriously and have created a secure digital environment where your details are protected.

For your peace of mind, here are some of the ways in which we secure your data:

• Card numbers and their expiration dates are stored in a dedicated and secure environment

• There are only a select few administrators who have access to this environment

• All data is encrypted with military grade algorithms

• Our network architecture and software applications are audited by an independent firm that specialises in cyber security

• We are a PCI DSS Level 1-compliant organisation

How do I add, edit or delete stored payment details?
To add a card, visit your Profile and go to ‘Stored cards’. Here, you’ll be able to add and store your payment card details. Additionally, if at checkout you have not previously stored your card payment details, you’ll be given the option to store payment details for future use should you wish to.

To edit or delete a card, visit your Profile and go to ‘Stored cards’. Select ‘Edit’ on the card you wish to edit or delete. If your card has expired, it will be deleted automatically.

We aim to resolve all member complaints within 24 hours.

Our duty when handling complaints:

To recognise and acknowledge any form of dissatisfaction at the member’s first point of contact by email, telephone call, social media, online concierge or text message.
To ensure that our complaint handlers are equipped with sufficient training, coaching and support mechanisms to resolve complaints fairly and to the full satisfaction of the member.
To escalate complaints efficiently, thereby minimising effort and barriers for the member to complain.
To keep members informed as to the progress of their complaint and the expected timeframe for full resolution.
To coach our member-facing staff to treat all constructive feedback with empathy and, in turn, to ensure all communication is clear and personalised to the member’s dissatisfaction. This will include feedback that is resolved with compensation.

How do I make a complaint?
Please contact us immediately should you be dissatisfied with any aspect of the service. Our Member Satisfaction team will investigate the issue and respond to you as soon as reasonably possible.

What can I do online?
The website showcases the latest table availability at some of the world’s best restaurants via our ‘Held Tables’ listings, giving you the opportunity to make reservations even when the restaurant is fully booked. You can also keep abreast of dining news, reviews, events and rumours with our regularly updated articles and interviews with leading chefs

What are Held Tables?
There are two types of Held Tables available:

Exclusive to Ten Concierge: these tables are organised and pre-booked by our team of dining experts. These tables are available only to our members, not the general public.
Last-minute availability: this is where we have recently been notified by the management at the restaurant of this availability. Please send through your request and a member of our dining team will be in contact to confirm. In the event that this table has been taken, we will endeavour to find you a suitable alternative via our network of restaurant contacts.

How do I book Held Tables?
Simply click the restaurant you wish to book, fill in the requested details and we’ll send you an email as soon as we have confirmed the booking with the restaurant. If you are having difficulties or would like to discuss a booking, please contact us and speak with a Lifestyle Manager.

How do I make a general dining request?
As with Held Tables, simply click the restaurant you wish to book and fill in the requested details. We will send you a confirmation email as soon as we have confirmed your booking. Depending on the party size the restaurant may require a credit card to secure the booking. On these occasions we will contact you for your card details.

How do I know you’ve made a reservation for me?
You will receive email confirmation of your booking to your registered email address from one of our restaurant specialists.

I need to cancel / change my reservation
Please contact us and speak with a Lifestyle Manager if you wish to cancel or change your reservation and one of our specialists will be able to assist with your request. Any changes made to your reservation will not be shown within the My Profile section.

What can I do online?
You are able to buy or request a variety of tickets as well as request information about events and the availability of tickets. In addition, you can request to purchase tickets before they go on general sale to the public. There is also functionality to track your favourite artists.

How do I request tickets which are going on sale in the near future?
This is a very similar process to buying tickets already on sale. You will be asked to request tickets and you will be able to select up to three dates in order of preference for Lifestyle Managers to check availability. This request will be sent to our Lifestyle Managers and they will be in contact once the ticket booking has been processed.

Why do I provide my card details for some ticket requests and not for others?
The box offices we use have different booking procedures which require card details at different times during the booking process. Therefore the point at which we require your card details will depend on the box office used to fulfil your request.

What does Track Artists mean?
Track Artists gives you the opportunity to identify who you would like to see when they announce a tour in the future. You can follow an artist by search and adding them in the Preferences section of the My Profile page. When you follow an artist, we will automatically send you an email as soon as we hear anything about the artist in question.

The artist I want to follow is not on the list, how do I track them?
If you can’t see the artist that you are looking for, then please send a general request using the chat icon on the bottom right hand corner of the screen and a Lifestyle Manager will look into this for you.

If I want to speak to an expert, how can I do this?
There are a few ways you can get in contact with an expert Lifestyle Manager whilst online:

Scroll to the bottom of the page you are currently on and click ‘Contact’ to see the multiple ways you can get in contact with us.
Click on the Concierge bell in the bottom right of your screen and follow instructions to send a message to the relevant team you need to speak to .
Navigate to the hamburger menu button in the top right of your screen and click on ‘Contact’ to see the multiple ways you can get in contact with us.

How will I know you have made a successful booking on my behalf?
If you have requested tickets and we have booked them on your behalf we will send an update via email to let you know once your booking has been made.

How do I cancel my tickets?
You will need to contact us and speak with an expert Lifestyle Manager immediately who will look into this for you. However, it is usual policy for the terms and conditions to state that there will be no refunds or exchanges once tickets are confirmed. In this case you will have agreed to these terms and conditions and will be liable for the costs.

How/when will I receive my tickets?
Tickets will be sent directly to you from the box office. It is the producers and the promoters that decide when these are sent to help reduce ticket fraud. Theatre tickets are sent usually within 48 hours of purchase. Music and Sports tickets are usually released 5-7 days before the event. If the event has e-tickets then you will be emailed these following the booking.

How many tickets can I request?
This varies per event. You will be able to see this on the drop down when you select the number of tickets.

What happens if I can no longer attend an event?
We do not offer refunds but are happy to transfer the ticket to another name.

Where are my tickets?
For our exclusive events with a ticket price attached you do not need a ticket. Your name will be on the door at the event.

For our complimentary tickets we work in a number of ways with the event providers and this will vary between events between paper tickets sent by post, e-tickets delivered to your email, or a guest list at the event on the day. If you have not received your tickets within 5 days before the event please contact us.

What data do you share with the supplier?
We share only what is necessary.

For exclusive events this will just be your name and any dietary requirements you have given us.
For complimentary tickets this will be your name and then either email or home address depending on how the tickets are delivered.

How are the tickets allocated?
All our events are run on a first-come first-serve basis. Sometimes we have an outstanding response to our invites and events may sell out quickly.

How do I redeem an offer?
To redeem an offer, please click on the button titled ‘Redeem’. You will then be directed to take one of the following redemption methods:

Promo code – you will see a promotional code along with a link to ‘visit a website’. Please copy the promotional code, visit the supplier website, select your purchases and then enter your code at the checkout to receive your offer.
Click and redeem – this will open a unique landing page. Please ‘shop’ as normal. Your discount will already be applied and no further action is generally required.
Contact a Lifestyle Manager – once you click ‘Redeem’, a request will be set up on your behalf and allocated to a Lifestyle Manager. They will aim to contact you within a 24-hour period.
Call to redeem – you will be given a number to call in order to redeem the benefit.
Download to redeem – a PDF that describes the specific offer will open and offer full redemption details.

What if the offer is not working?
Please check the full terms and conditions at the bottom of the offer page to ensure that the items you have selected are applicable. If in doubt, please contact a Lifestyle Manager who will provide assistance.

Can I redeem my offer more than once?
Generally speaking, yes you can redeem more than once outside of a 12-hour period. You may need to refresh your page for the redemption details to re-appear. There may be some exclusive offers that will only allow one-off usage. This will be specified in the offer terms and conditions found at the bottom of the offer page.

What if I want to return my item?
Please contact the supplier directly, referring to their terms and conditions at the point of sale. If you require any further assistance, please contact a Lifestyle Manager

For any questions or concerns, or are experiencing problems with booking any type of travel please contact us on 0845 020 4540 and a specialist Travel & Lifestyle Manager will be happy to help.

I want to book a multi-destination journey
We do not currently offer multi-destination flights; please contact us to speak with an expert Travel specialist who can arrange this for you.

What is the difference between cheapest and fully flexible?
Cheapest – these are often non-refundable, cannot be amended, or carry high charges to change. Fully flexible – while often more expensive, they can usually be refunded or amended at any time before departure at no cost or at lower cost.

Why can I not select an outbound/inbound date of today or tomorrow?
You can still make last minute bookings by calling us and speaking with a Travel expert. We restrict last minute bookings online as we want to ensure a Lifestyle Manager can ensure everything is correct, payment is processed and tickets are issued immediately and in the unlikely event that there is an issue a Lifestyle Manager can ensure everything is resolved prior to travel.

I need to cancel or change my booking
Please contact the Travel team immediately and speak with a Lifestyle Manager who can look into this for you. There may be a cancellation charge as outlined in your booking confirmation.

How will I receive my tickets?
You will automatically receive confirmation of your booking; this is not your ticket. An e-ticket will be sent via email within 24 hours of making your flight reservation.

Do you need my passport information?
You will need passport information for whoever the travel booking is for.

When do the child ages come into effect?
A child’s age in terms of a travel booking is taken from the age they are on the date of outbound travel.

Can I book unaccompanied minors through the site?
Please contact the Travel team to speak with a Lifestyle Manager to arrange this for you.

What do I do if have booked the wrong flight?
Please contact the Travel team immediately to speak with a Lifestyle Manager to arrange this for you.

What if the airline cancels the flight or changes the time and/or route of the flight?
We will be notified of any changes and will contact you immediately to discuss alternatives.

I would like to make special meal requests?
Please contact the Travel team to speak with a Lifestyle Manager to arrange this for you.

Can I book extra baggage allowance?
Please contact the Travel team to speak with a Lifestyle Manager to arrange this for you.

I would like to take skis/snowboard/golf clubs/surfboard
Please contact the Travel team to speak with a Lifestyle Manager to arrange this for you.

How can you offer a discounted rate so that you are cheaper than Expedia?
As an exclusive benefit for our members, we pass back the travel agent commission, which is usually charged to the end customer. This means you will receive a discounted price.

What is a Global Hotel Collection hotel?
You can enjoy a vast range of exclusively negotiated benefits when staying at a handpicked selection of hotels around the world. By booking through concierge, you will benefit from some amazing offers, including room upgrades, complimentary breakfasts, hotel credits, flexible check-in and check-out times, dining and spa credits and complimentary Wi-Fi at some of the world’s finest and best-known hotels. You will find the benefits listed on this site when you browse hotels section.

All of our hotel benefits are based on the best available rate. At present we can make special arrangements at more than 1,400 luxury hotels, a collection we are continually developing and have put together based on the places our members visit most frequently, including independent, classic, contemporary and boutique hotels.

We are proud to have global partnerships with a number of the world’s finest hotel groups.

I need to change or cancel my booking?
Please contact the Travel team and speak with a Lifestyle Manager immediately to arrange this for you. Any changes made will be confirmed to you via an email confirmation sent to your registered email address.

Can I use my hotel loyalty programme online?
Not currently. Please contact the Travel team to speak with a Lifestyle Manager who can take these details.

I would like to make some requests for my stay
Please contact the Travel team to speak with a Lifestyle Manager to arrange this for you.

I can’t see the hotel I want on your site
Please contact the Travel team to speak with a Lifestyle Manager to arrange this for you.

What do I do if I have booked the wrong hotel?
Please contact the Travel team to speak with a Lifestyle Manager to arrange this for you.

I have looked at the Expedia site and it is showing a cheaper rate
We offer you a discount so that as a general rule the rate that we are offering online will be cheaper than Expedia. However, on some occasions the discount applied may not make the rate on our site cheaper than Expedia due to a lag in rates between and the Expedia Affiliate Network.

I would like to book different room types
You are able to book multiple rooms whilst using the platform.

What is the benefit of booking car hire through you?
As an exclusive benefit for our members, we are passing back the travel agent’s commission that is usually charged to the end customer – meaning you can take advantage of this discount.

I need to book additional extras such as infant/child seats, navigation system, and roof rack or snow tyres; how can I do this?
Please contact the Travel team to speak with a Lifestyle Manager to arrange this for you.

How can I see how much it will cost me for additional extras?
You can request these online but they will be paid for locally. Please contact the Travel team to speak with a Lifestyle Manager to arrange this for you.

I have a loyalty card; how do I input the number into the system?
You cannot do this online. Please contact the Travel team to speak with a Lifestyle Manager to arrange this for you.

Do I need a visa?
Please refer to our Terms and Conditions. Visa requirements depend on the country you are travelling to and the passport that you hold and apply to adults and children alike. Please refer to the relevant country’s embassy information or call us to speak with a Lifestyle Manager to obtain the latest travel guidance.

Do I need travel insurance?
Travel insurance is an important part of your arrangements. We recommend that you take out adequate insurance for the duration of your trip. Travel insurance is a mandatory element of some travel arrangements. If you require further assistance or guidance, please contact us and speak with a Lifestyle Manager.

Do I need vaccinations?
Please refer to the embassy information of the country you are travelling to for the latest vaccination advice.

How can I book an airport transfer?
Please contact the Travel team to speak with a Lifestyle Manager to arrange this for you.

I want to make a booking online within the next three days but it won’t allow me to select the dates. How can I make the booking?
We do not currently offer online reservations within this time frame as an added security measure. If you would like to make a flight, hotel or car reservation within the next three full days, please call a Travel & Lifestyle Manager who will be able to assist.