Lisa B was great. The company policy not so. We got an outcome but it wasn’t our preferred. Losing 20% of our total booking in order to have a full refund was not acceptable. It would have been over $400 lost. Now with a Luxury Escape bank that probably will not be used by us. I would have accepted that the portion I used Gift cards for to return to my Luxury Escape Account and the rest to my credit card . I had fully paid this trip two months before I had to which means in my opinion I should be entitled to that amount refunded on my card. Luxury Escapes will no longer be preferred by us. Too risky.