Name: Luxury Escapes
Rating: 4.86

“Luxury escapes has the ignoble honour of having not one, but two of the worst holidays we have ever been on. However, at the time we gave them the benefit of the doubt and decided to book a second one. Traveler beware - avoid at all costs! In fact, we should still be on holiday right now - but it was so awful that we cut our 17 day private tour short at 6 days in and purchased new flight tickets to come back home. We almost didn't make it back home due to food poisoning AND our guide dropping us off at the wrong airport. If it wasn't so bad, it would be funny. The food was inedible at best and made us ill at worst, the guide was patronizing and if we didn't pay so much money for a private (non-group) tour we may have found it comedic to look back on. But alas, this is a significant chunk of money we will never see back, with only dehydration, exhaustion and sadness to show for it. Do you like to travel? Avoid Luxury Escapes Do you value your family? Avoid Luxury Escapes Do you value your health? Avoid Luxury Escapes The "Luxury" in Luxury escapes is a stretch (if it is, I'd hate to see what their definition of 'budget' is), and the only escaping you'll be doing is back home after having a truly awful time. So if you're reading this and still thinking of taking the risk like we did - don't. Go and find a reputable travel experience company and go with them. Any other travel is better than the slop this organization will try and foist on you. Let our experience be a warning to you!”

Helpful Report

Posted 7 months ago

Hi Tim, we're sorry to hear about your experience and the inconvenience you faced. One of our team members will be in touch with you soon to discuss further.

Posted 6 months ago

“Beware of Luxury Escapes Signature Series tours: I participated in what was advertised as "an exclusive foodie tour with Matt Preston and Gary Mehigan." Unfortunately, the reality of this tour was a far cry from what was advertised, and I feel compelled to warn others about this misrepresentation as they are now running a similar tour to Asia, so beware! 1. False Promises of Host Involvement: The promotional material claimed that Matt and Gary would guide us "for the duration" of the tour. In reality, their presence was sporadic, and they skipped entire segments like Ha Long Bay and Hoi An to vacation with their wives instead. Local guides, with minimal food expertise, handled most of the group activities. 2. Overcrowding and Poor Organisation: What was sold as an "exclusive, small-group" tour turned out to have over 70 participants, which created significant logistical issues. We were split into four groups with little coordination, and the promised "intimate" experiences were completely undermined. 3. Unsafe Cooking Class: The advertised "hands-on cooking class with Matt or Gary" was chaotic and hazardous. Crammed into a space unsuitable for the group size, we cooked with hot oil and open flames under minimal guidance. Even Gary admitted during the session, “I’ve never done a hands-on cooking class for 70 people and, looking at you all, I never will.” 4. Dinners Lacked the Promised Exclusivity: Meals, which were marketed as personal interactions with Matt and Gary, were apaulingly executed. With so many participants, we had to dine at awkward times—either 5:30 pm or 9:00 pm. At one restaurant, some of us were seated in an overflow room near the toilets, far from the main dining area. The promised interactions with the chefs were reduced to brief, superficial appearances. 5. Missed Highlights: Excursions like the "Soul of Hanoi" tour promised personal insights from Matt and Gary. Instead, we were led by local guides while watching Matt and Gary shop with their wives from the window of our large travel coach. These key moments that made the tour appealing were simply not delivered. This trip was marketed as a premium, intimate experience with renowned chefs, but it was no different from a standard large-group coach tour—except for the premium price tag. To make matters worse, Luxury Escapes has not only been dismissive in addressing these issues, they've tried to deflect and discredit me, by saying that "due to past behaviour, my access to the platform has been restricted." I have just the same access to the platform and receive their daily sales emails, but will NEVER travel with Luxury Escapes again. There was a couple of the tour that expressed their dissatisfaction with having been grossly misled, and they were asked to leave the tour mid-way through and accommodated in a different hotel. They have alot to learn about customer service, but unless we speak up about these issues, they will continue to get away with gross misrepresentation. If you're considering joining a "Signature Series Ultra-Exclusive tour with Gary and Matt" in the future I urge you to proceed with caution and look at the fine print as this is where they'll direct you, when you query why you haven't got what was advertised.”

Helpful Report

Posted 7 months ago

Hi Louise, we’re sorry you feel this way as we have been overwhelmed with the positive feedback we received for this tour. We won’t be addressing your claims further, as the majority of them are inaccurate and have already been thoroughly discussed with you. We also note that, due to past behavior, your access to our platform has been restricted. Kind regards, Luxury Escapes

Posted 7 months ago

“Since more than 1 year I have a giftcard from luxuryescapes worth 1000 $ but they dont let me redeem it. It is impossible to redeem it on their Website and after my first e-mail hast been ignored I wrote them again Just to be asked for a picture of my passport (!). by someone who wouldnt even write his last Name. Since then it is an delay game and now they want to switch to a phonecall instead of simply redeeming it manually. After I read some concerning reviews I prefer to Stick to written communication so I have a proof in case. I understand it a lucrative situation for LE to receive the payment but refusing or delaying the redemption of the Giftcard”

Helpful Report

Posted 7 months ago

Hi Justine, we sincerely apologize for the inconvenience you’ve experienced while attempting to redeem your gift card. However we have detected suspicious activity on your account. As a precautionary measure, a temporary lock has been placed on your account until further notice. Unfortunately, we are unable to assist you with any of your requests at this time. One of our agents will be in touch with you directly. Thank you for your understanding.

Posted 7 months ago

“I recently booked a vacation through Luxury Escapes for the Mercure Kuta in Bali, believing a twin room would accommodate my husband, daughter, and myself as indicated during booking. To my surprise, the room had only two single beds, making it impossible for us all to sleep comfortably. Consequently, we faced an unexpected charge of over $600 for an additional bed, which seems unjust given the misleading room description. I am deeply disappointed and hope Luxury Escapes will address and correct this issue, as such misrepresentation affected our holiday experience and finances.”

Helpful Report

Posted 7 months ago

Thank you for taking the time to share your feedback with us, and we sincerely apologize for the inconvenience caused by the room configuration and the additional charges you encountered. We are currently investigating the concerns you've raised and a team member will be in touch once there is an update on case: 03924037. Kind regards Luxury Escapes

Posted 7 months ago

“I ordered a scoopon adventure for my grandson and Iris promptly fixed up my mistake. Thank you :Iris"”

Helpful Report

Posted 7 months ago

Hi there, thank you for your 5-star review! We're delighted to hear that your concerns were promptly addressed and that you had a smooth interaction with Iris.

Posted 7 months ago

“We have previously used Luxury Escapes (LE) to book accommodation and have been very happy with the quality and value for money of the product offered. Based on this, and recommendations of friends who have travelled with LE on (other) tours, we decided to book the Ultimate Japan Tour. Rookie mistake to assume that the ‘Luxury’ in their company name aligns to luxury in their tours. LE promised us ‘handpicked hotels to ensure comfort and rest’ but unfortunately delivered tired, old, dirty tourist standard hotels with poor quality beds and breakfasts, and in locations away from desirable tourist/dining options. This accommodation negatively impacted the whole experience. The shining light on our tour was Miki, our delightful, and extremely helpful guide. Whilst she may have had ‘extensive local knowledge’ it is not always possible to share this with a group of 21 whilst seeing crowded tourist attractions. We expected to learn about the history of the land and its people, but this did not occur (although some limited material was posted on Google drive). Additional information should have been provided by LE (probably prior to tour commencement) regarding how and where to spend free time in each location allowing for a wider discovery of the area. Suggested dining choices provided by the hotels were inaccurate. I understand that Luxury Escapes could not secure seats including luggage on the bullet train, however it was ridiculous that we were without our belongings for 2.5 days. Luggage transfer from Kyoto to Okayama is approximately 3 hours and from Kyoto to Hiroshima 4.5 hours (according to Google Maps). I believe our tour cost should have covered this additional timely transportation expense. I’m sure that Japan ‘specialists’ have done this particular tour but I encourage someone to do it again as time allowances at attractions did not align with participant expectations eg a one-hour-forty-minute bullet train ride was the only activity planned for Day 9 yet the expectation for Day 10 was that we would see the Atomic Bomb Dome, Peace Memorial Park, Hiroshima Peace Memorial Museum, Miyajima Island and travel in the bus for 5 hours. Our thanks to Miki for allowing us the flexibility to move activities around. Luxury Escapes has recently launched a new ‘Luxe’ product. Is this just a marketing ploy to get Australians to pay more? Was our tour expectation now considered Luxe? Not good enough.”

Helpful Report

Posted 8 months ago

Hi Alison, Thank you for taking the time to share your detailed feedback on your recent Ultimate Japan Tour. We're truly sorry to hear about the issues you encountered with the accommodation and itinerary. We're glad to hear that Miki was a highlight of your trip and was able to offer flexibility despite the challenges. Please rest assured that we will escalate your concerns, including the accommodation standards, itinerary scheduling, and luggage issues, for further review with our tours team to ensure improvements are made for future tours. Thank you for bringing these matters to our attention. Kind regards, Luxury Escapes

Posted 8 months ago

“I have used LE previously without any issues. However, my current booking has been an ABSOLUTE HORRENDOUS experience. After 10 emails and 4 phones calls, I finally received what I brooked and paid for. Or so I thought. Have gone through LE's channels today and on call back to try to have the matter fixed again and LE advises via my mobile # that they have been unsuccessful in contacting me. The # LE quoted in the msg is not mine! This is unacceptable. I just want what I booked and paid for and what is clearly stated in the package. Erring on caution to use LE again.”

Helpful Report

Posted 8 months ago

Hi Shelley, We're really sorry to hear about the issues you’ve encountered with your booking at the Langham Hotel. It sounds incredibly frustrating, and we completely understand your disappointment given the situation. We are currently reviewing the matter further (case: 03575187) and will get back to you with an update as soon as we have more information. Thank you for your patience. Kind regards, Luxury Escapes

Posted 8 months ago

“We have just completed our Ultimate Japan holiday. Before we left we were most alarmed to read 2 separate very scathing reviews for this same tour. After calls to LE voicing these concerns, we headed off Well, all we can say, is it’s been wonderful. Our guide Tom has been patient with all our queries, he has given us much detail of ancient Japanese history as we travelled along and has a good humour too. Thanks you Tom The scenery has been brilliant, the cities a marvellous contrast to the autumn colours and ancient temples the hotels have been good, one in particular spectacular in the mountains Hotels not close to main city precincts but that’s usually so and after a full and hectic day,chill out time is good. For the more adventurous you can catch train back to cities night life. You need energy as it gets hectic towards the end, It’s been fabulous”

Helpful Report

Posted 8 months ago

Hi Noeline, thank you so much for sharing your experience with us! We're glad to hear that your Japan holiday exceeded your expectations and that Tom was able to enhance your journey with his expertise and humor. It sounds like you had a wonderful time exploring the breathtaking scenery and contrasting cities. We appreciate your understanding about the hotel locations and are pleased that you enjoyed some chill-out time. It seems like you truly embraced the adventure! Hope to see you on another LE escape soon!

Posted 8 months ago

“NEVER AGAIN with LUXURY ??? ESCAPES Luxury Escapes 12 Day Ultimate Japan Unfortunately, our tour did NOT meet our expectations in several significant ways. From the outset, it was evident that our guide, although a kind and soft-spoken individual, lacked the necessary skills to manage a group tour effectively. His limited proficiency in English and inability to communicate clearly with the group severely impacted our experience. We had chosen this tour specifically to learn about the history and culture of Japan from an expert guide, but this expectation was not met. Most of the information we gathered came from our own reading during bus rides. The microphone and speaker system on our coach were inadequate, making it difficult to hear or understand the guide. At all sites, we were left to explore on our own with minimal guidance, often resulting in confusion and miscommunication among group members.We had lost passengers who missed the bullet train to Hiroshima so we all had to then wait for the next bullet train for them to arrive.We were fortunate to have a member in our group who actually told our guide what to do to get in contact with them as he had NO IDEA! The guide frequently seemed unsure of our itinerary and directions, leading to further disorganization. Additionally, the timing of the tour coincided with long weekends in both China and Japan, resulting in overwhelming crowds that detracted from our ability to appreciate the destinations. This scheduling oversight should have been anticipated and avoided by Luxury Escapes. The accommodations provided were not as advertised. We often stayed in hotels located far from city centres, near railway stations, and three of our original hotels were changed after payment. Many group members felt compelled to upgrade their rooms at their own expense due to the substandard conditions. The included evening meals were also disappointing. During our first group meal, some members were seated at tables where they could converse, while others, including us, were placed in a line around the kitchen, missing several dishes. The final meal was similarly disorganized, with our guide instructing half our group we needed to leave before dessert was served, causing confusion and dissatisfaction. Overall, this tour did not reflect the quality and service we expected from Luxury Escapes. As a former teacher, I observed a complete lack of group management skills from our guide, who appeared unprepared and often lost. We paid for a competent, English-speaking guide who could provide insightful commentary on Japan, but this was not delivered. Given these numerous issues, we cannot recommend Luxury Escapes to others. Significant improvements in guide training and tour organization are necessary to meet the standards advertised. We request a formal response to this complaint and appropriate compensation for the shortcomings of this tour. G & W booking LE-JKGR33 ULTIMATE JAPAN”

Helpful Report

Posted 8 months ago

Thank you for taking the time to provide such detailed feedback about your recent Ultimate Japan tour with Luxury Escapes. We are genuinely sorry to hear about the numerous issues you faced during your trip. It’s clear that your experience did not meet the high standards we aim to provide, and we deeply regret any frustration this caused. Your concerns regarding the guide’s communication skills, group management, and the overall organization of the tour are very important to us. We understand that effective guidance is crucial for an enriching travel experience, especially in a culturally rich destination like Japan. We will take your comments seriously and will address the training and support provided to our guides to ensure better service in the future. We also apologize for the inconveniences related to accommodations and meal arrangements, as well as the scheduling conflicts that affected your enjoyment of the trip. These aspects are critical to the overall experience, and your insights will help us improve our planning and execution moving forward. Regarding your request for a formal response and compensation, we will pass this review and feedback on to our Tours Support team for further review Thank you once again for your feedback. We value your input and are committed to making the necessary improvements to ensure future travelers have the positive experiences they expect from Luxury Escapes.

Posted 8 months ago

“Just returned from an extremely enjoyable trip to xyz. LE have partnered with a beautiful property and have excellent customer service. Thank you to Gemma for her being extremely helpful and polite when assisting with my booking enquiries ⭐️⭐️⭐️⭐️⭐️”

Helpful Report

Posted 9 months ago

Hi Lee, thank you so much for your wonderful 5-star review! We're pleased to hear you had such an enjoyable trip and that our customer service, especially Gemma's assistance, met your expectations. Your feedback means a lot to us!

Posted 8 months ago

“We had Bill H as our assistant and he was fantastic. Did everything he could to help us, was polite and worked out the perfect result for us. Very knowledgeable and great at his job.”

Helpful Report

Posted 9 months ago

Hi Gary, thank you for your glowing 5-star review. We’re so pleased to hear that Bill H was able to assist you so well and that you felt well taken care of during your experience.

Posted 9 months ago

“First class customer service received from IRIS D at Scoopon. We had an urgent problem and it was sorted out within hours.. very refreshing to have such a positive response and so very helpful at a difficult time.”

Helpful Report

Posted 9 months ago

Hi Paul, thank you so much for your 5-star review. We're thrilled to hear that Iris D provided you with first-class customer service and was able to resolve your urgent issue so swiftly. We appreciate your feedback!

Posted 9 months ago

“I just had a small issue with booking a holiday and Lychota was so efficient in helping resolve the issue instantly. I was impressed with the service thank you”

Helpful Report

Posted 9 months ago

Hi there! thank you for your fantastic 5-star review. We're delighted to hear that Lychota was able to resolve your booking issue efficiently.

Posted 9 months ago

“Second escape so far and with emails and now app it’s so easy price such savings. Phone service ring back handy for any questions as I am a senior. So friendly and helpful.”

Helpful Report

Posted 9 months ago

Hi there! Thank you so much for your fantastic 5-star review. We're thrilled to hear that you found our app and email communication convenient and helpful. It's wonderful that our phone service was able to assist you as well, and we appreciate your kind words about our team’s friendliness. Looking forward to your next escape!

Posted 9 months ago

“Luxury Escape customer service is appalling I have been trying to contact the office for 4 days and all i get is a recorded message saying that they will ring me back & eventually when some one does contact me they inform me that my query relates to a cruse and that is a different department which dont have a phone service and all they can do is send them an Email and at some stage they will get in touch with me in the mean time they have over $9,000 of my money, what a scam Kevin”

Helpful Report

Posted 9 months ago

Thank you for sharing your experience, Kevin, and we're truly sorry for the inconvenience caused. We understand how frustrating this situation has been for you. Please be assured that we have urgently escalated this to our Cruise team, who will reach out to you as soon as possible to resolve the issue. Your case reference number is 03837333, and we will prioritize getting this matter sorted promptly. Thank you for your patience, and we deeply apologize for the delay.

Posted 9 months ago

“The advertised Luxury Escape got our attention: “Ultimate Japan 2024 Small-Group Tour with Mount Fuji Stay & Kyoto to Hiroshima Bullet Train.” The max 12-persons small group & Onsen Resort stay with views of Mt Fuji sounded very appealing, so we took the bait! However, about 2-months out from the tour we received an e-mail simply stating that some of the advertised hotels had been changed. Investigation revealed the name of the tour had also changed to “Ultimate Japan with traditional Onsen stay & Hiroshima Bullet train.” Concerned that the words ‘small group’ & ‘Mt Fuji stay’ were no longer in the title we dug further. We discover that the Mt. Fuji Resort stay had been changed to a crappy ‘traditional’ Onsen in Kofu & several other hotels had also been downgraded from 4-star, to 3-star. We later found these rooms to be pokey, smoky, with bedrock mattresses & in some cases dodgy a/c units. We sought an explanation from Luxury Escapes. They advised ‘some hotels had been changed following complaints about sub-standard accommodation’. Like us, you might ponder how downgrading accommodations even further would satisfy these complaints? The downgrades certainly reduced LE’s costs by around A$700 per couple (as per our price comparisons - booking.com 24/5/24). As far as the ‘small group’ was concerned LE were evasive stating that “it still appeared to be a small group tour.” This was blatantly untruthful & we soon discovered numbers had been doubled to 24-persons! Likely two groups combined. There is a lot more we could say, but you get the picture. In the past we enjoyed some great travel with LE, so it was disappointing to experience how far this former trustworthy travel icon has fallen. Budget Escapes!”

Helpful Report

Posted 9 months ago

Hi Macca, thank you for sharing your detailed experience with us regarding the Ultimate Japan 2024 Small-Group Tour. We're truly sorry to hear about the changes and how they affected your experience. Your feedback is invaluable, and we want to assure you that we take these matters very seriously. We will escalate your concerns for further review to ensure we address these issues and improve our services. Your past positive experiences with us are important, and we're committed to making things right. Kind regards, Luxury Escapes

Posted 9 months ago

“This Company Luxury Tour Escapes is a total Scam, they promise you deals for $300 for a 5 day/4 night resort to the Carribean All Inclusive and upon asking they say no hidden fees. I spoke to this lady Ashley, the biggest scamster of the company. She gave me all sweet talk and said after I buy the deal for $300, If I change my mind, they would give me a full refund. Once i did the payment for $300, then when I selected the resort she tells me $289 resort submission and another $30/day for resort fees, so you spend $300 for the deal, again $289 for some resort charge +$150 resort taxes, almost $450 extra as hidden fees in addition to the $300 I paid. Then she tells me there is a holiday fee of $200. When I called the company up, that same lady Ashley was shouting on top of her voice and accusing me that she informed me about all this, Im not crazy to sign up after I hear all this hidden fees and she said she won't refund my deal package fee of $300. BEWARE ASHLEY AND LUXURY TOUR ESCAPES ARE SCAMSTERS! I have reported them!”

Helpful Report

Posted 9 months ago

Thank you for bringing this to our attention. We are very sorry to hear about your experience. Could you kindly provide your booking number so we can investigate this further? Additionally, please confirm if this booking was made through LuxuryEscapes.com, as we are unable to locate any bookings or interactions under your name at this time. We are committed to ensuring that all customers receive the best experience possible and will promptly look into this matter upon receiving your details. Kind regards, LE

Posted 9 months ago

“Friendly quick response”

Helpful Report

Posted 10 months ago

Hi there, thank you so much for your 5-star review. Your kind words regarding our service mean the world to us, and we are delighted that you found our response to be friendly and quick.

Posted 10 months ago

“Not good we had a problem with the Sofitel hotel in Dubai !! For being overcharged and they just closed our case !! also other people have been overcharged as well !! Not good customer service”

Helpful Report

Posted 10 months ago

Hi Jane, thank you so much for taking the time to share your feedback about your recent experience. We regret to learn about the issue with the overcharges and we apologise for any inconvenience or frustration this may have caused. We will be investigating this matter further and will provide an update via your email case: 03726632 once there is an outcome. Kind regards, Luxury Escapes

Posted 10 months ago

“Michelle has been of great help to my wife and I Without her support we could have had a few problems Thank you Michelle”

Helpful Report

Posted 10 months ago

Thank you, Keith, for your exceptional 5-star review! We are delighted to hear that Michelle provided excellent assistance. We look forward to serving you again in the near future.

Posted 10 months ago

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

Luxury Escapes Reviews