Frequently asked questions

Your card is authorized at checkout but not charged. Our team confirms your package, usually within 24 hours, and only then is payment taken. If it can't be confirmed, the hold is released automatically and you pay nothing. All charges are made in GBP; prices in other currencies are indicative. Payments are processed securely by Stripe.

Prices are set by the clubs and their official hospitality partners, and they differ from lounge to lounge and match to match. A Champions League night or a big derby carries a higher price than a mid-season fixture, and a Directors' Box costs more than a lounge seat. Every package shows its full price up front, the price you see at checkout is the price you pay, with no service fees added on top.

Due to the increasing amount of fraudulent debit and credit cards, we may ask for documentary evidence to verify that your details match the billing address of the card. Be assured we keep your personal information safe in line with our Privacy Policy. If the documents don't arrive by the deadline, your booking is cancelled and the hold on your card is released, you pay nothing.

No, all bookings are final once placed. Hospitality allocations are reserved with the club the moment you book, so we're unable to offer cancellations or changes of mind. The only case in which you pay nothing is if we can't confirm your package: the hold on your card is then released automatically. See the Refund Policy for what happens if a match is called off entirely.

Yes, every package includes a genuine, official match ticket sourced from the club, its official hospitality partners or authorised distributors. Otaro is an authorised seller: every ticket comes through official channels, never from touts or unauthorised sources.

Tickets and hospitality passes are delivered to the lead contact's email address before the match, typically in the final week, which is standard for club-issued hospitality. Your booking confirmation arrives immediately.

Yes. Hospitality bookings are allocated as one party, your seats or box places are together, and you share the same lounge before and after the match. If you book multiple packages for one group, add a note at checkout and we'll place the parties as close together as possible.

Hospitality packages are located in home sections, so all guests must comply with the home-section rules: no away colours or celebrations. During checkout you'll be asked to confirm that no one in your party is attending as an away supporter. If we reasonably believe a booking has been made for away supporters, we may cancel it before the match, any card hold is released and any payment refunded in full.

Most lounges are smart casual, each package lists its exact dress code. Sportswear and away colours are generally not permitted in hospitality areas.

Yes, children are welcome in most hospitality areas when accompanied by an adult. Add a note to your booking and we'll confirm any age rules for your chosen lounge.

Premier League fixtures often move for TV broadcast, it's a normal part of football scheduling. Your package remains valid in full for the rearranged date and time. Date changes don't qualify for a refund, so we strongly recommend booking flexible travel and accommodation around any match.

Yes, the whole site works in Arabic (use the عربي toggle in the menu) and our team supports Arabic-speaking guests throughout the booking.

Your confirmation email links straight to your booking, and you can check its status any time on the Track your order page using your booking reference and email address.