BUYER BEWARE!!! Case #02569418 We have just had what we can only describe as incredibly disappointing communication with ‘Luxury Escapes’. We purchased a promoted $3000 5 star Luxury Escape at the Bali Hard Rock Hotel. This hotel would struggle to get a 3 star rating. We only ever stay 5 star as we are very particular with hygiene and quality of food etc that you can usually expect from a 5 star hotel. On arrival at this hotel we were shown to our room and could not believe the overwhelming stench of mould, we immediately complained and were informed we could be moved the next evening however we had to stay that night they then sprayed the room with perfume and put a humidifier in the room. It was horrifying, I personally had just recovered from being very ill with septicaemia and our son in remission from stage 4 cancer. Our room for the rest of the weeks still smelt, however it appears this is the norm? It was only on the last night morning when we entered our sons room to wake him to leave that we could smell the overpowering smell of mould in his room too! This is so unacceptable as we all know that mould in particular when it comes out of air-conditioners it is life-threatening at times. Our luxury escape included a buffet every morning and evening, the evening buffet never happened until the last evening, we went to have a look it was absolutely appalling with low quality food, we asked where the cheese was they looked at us like we had horns on our head! The breakfast was equally appalling and would also struggle to get a 3 star rating. Included in this deal was a karaoke experience which was unavailable apparently as it wasn’t working? We were also supposed to have a photography experience, this never happened either. Definitely no alcohol in the cocktails ( taken for fools) We hired a Cabana for $50, we stayed for approximately 1 to 2 hours as it was absolutely filthy, we covered it in towels but still felt too uncomfortable to stay. When dealing with ‘Luxury Escapes” we have been completely fobbed off over months. The hotel refunded $187 for one night, and Luxury Escapes offered us a $300 credit for a Luxury Escape? Why would we use this with a company that cares less about its patrons? We have asked repeatedly who did due diligence on this hotel? We’ve had no response, anyone that goes to the Hard Rock hotel in Bali would no doubt realise that it’s not safe to promote. I asked Tregan from customer service if there were other complaints for this hotel, she replied no, which I find hard to believe. Tregan also stated that someone would get back to me re. my concerns over them still promoting this really dangerous potentially life threatening hotel, and for a contact re. who carried out due diligence, I am still waiting on a response. I could go on with other issues, however the health concerns were our main points. Luxury Escapes are falsely advertising and still promoting this hotel?