We recently contracted COVID two days before a planned trip to Cairns and Green Island. I made an early morning call to Luxury Escapes and before I had got through the automated select process Jackie answered my call. This in itself was a very good start as I had set myself up for a long wait for a return call. Jackie was very calm, understanding and was quickly able to look up my bookings and talk me through what the likely outcomes might be. As one of the bookings was a late availability she did not hold out much hope for a refund but would ask anyway and the other she was going to approach to see if any rescheduling or what conditions for refund they might have. We did have insurance and if refunds weren't coming would have had to go down that line. She made sure that I understood the possible outcomes in a very calm, caring while being in a business like manner. Well you can understand my surprise and delight when I got a call a few hours later from Jackie who informed me that both properties had given a full refund! You could tell from the conversation that she was genuinely pleased for us and happy that she had obtained the result she had for us. She then fully explained the conditions around the use of the refund balance and made the offer of assisting us with any future bookings when we were ready - an offer that we will definitely be taking up. It was such a relief to receive a full refund in future credits at such short notice from when were were meant to start our holiday and it was all down to the wonderful staff member Jackie - her efforts provided great relief from what was a stressful and anxious time! THANK YOU. Peter and Jenny