Been a loyal customer of Luxury Escapes for some time, however I won't be using them again, booking CSYE0Y. We were at another hotel in Phuket with an escape booked at a local Phuket hotel in a couple of weeks (April 2020). The hotel wrote to us saying they were closing for the month and would be refunding all their customers. However, they also confirmed Luxury Escapes pay some considerable time after the guest has taken their holiday so their was no money paid to refund. LE refused a refund only a new booking, despite the fact we were already 2 miles away from the hotel. Australian Consumer Law is pretty clear, a refund is due as we wanted to continue with our booking. They are avoiding refunds at all costs, as a retired magistrate often interpreting consumer protection law, I believe what they said to me to be both against both the spirit and letter of the law. I appreciate they need to conserve cash as I suspect very few people have the confidence to book with them and very many companies like this will go to the wall. I will add that if they subsequently go to the wall, and you requested a refund as I did and it was refused. If it's proven a refund was in fact due (it's a simple case of contract law), then you can sue their directors jointly and severally for wrongful trading. I do have some other concerns and wonder if they are "out and out" scam artists or just in their death throes. I'm isolating at one of my homes in Thailand and last week they headlined the Ramada Inn in Khao Lak, accepting bookings for Monday 11th May. I called the hotel, the hotel is closed indefinitely. They have now changed that to accepting bookings from 1st June, the hotel definitely won't be open, so I guess they are scamming people, book, they cancel and fail to refund. Actually, it's fraud. Their reputation is in tatters.