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Luxury Escapes Reviews

4.9 Rating 3,787 Reviews

98 %

of reviewers recommend Luxury Escapes

Company Reviews

4.9

Based on 3,787 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

Visit Website

Phone:

283206845

Email:

Support@luxuryescapes.com

Location:

Level 4, 68 Clarke Street
3006

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“Every time I try to contact customer service I wait about two hours then the phone hangs up on me. I stayed at a hotel then had to leave a day early due to getting food poisoning at the resort. The hotel manager gladly tried to refund me but couldn't because they said I booked with Luxury Escapes and to contact them for a refund. I have been trying to contact Luxury Escapes and I keep getting blown off. I want my money. STILL HAVE NOT GOTTEN MY MONEY. I have also gotten hit with a $300 phone bill as they are based in Australia and I live in the US. They call you on the AUS phone line.”

Posted 2 years ago

Hi Alana, Thank you for reaching out and sorry to hear of your experience. We will look into this further and reach out asap. Kind Regards, Luxury Escapes

Posted 2 years ago

“We have a trip booked with your company and our flight has been canceled. We have been unable to reach anyone in your tourist group. Your customer service rep refuses to give us the phone number of the Tourist group so there we can adjust our trip. We aren’t even seeking a refund - we just need help adjusting the itinerary because United Airlines canceled our flight 20 minutes before boarding and our new flight is not for 24 hours. This is our second trip with your company and the experience has been atrocious. You modified our itinerary 1 week before the trip and we didn’t seek a refund; we still agreed to come on the trip and received no compensation. We have reached out multiple times leading up to the trip to to confirm details and you never called us back or emailed us back. and now that we need your help - The emergency contact number refuses to put us in contact with the Tourist Group. We are extremely disappointed in the service. You have failed to live up to your name - there is nothing luxurious about this atrocious customer service. I greatly regret recommending your company to my fellow Canadians. My family of 4 spent $50,000 on this vacation and we regret is deeply. Save your money and don’t spend it with this company!”

Posted 2 years ago

Hi Mathew, We are so sorry to hear that you have had this experience - we have escalated this to our tours team who will investigate and follow up urgently.

Posted 2 years ago

“Kylie P fixed my problem with politeness, excellent service and a great knowledge of your products.A true professional Thank-you Kylie.”

Posted 2 years ago

Hi Ray, thank you for your positive review of Kylie. However, your rating does not reflect this, is there a reason why you gave us a 1-star rating? Kind regards, Luxury Escapes

Posted 2 years ago

“Worst experience with the service they provide. Don't call back after saying we will revert you shortly. No email revert. Everyone says ‘ No need to call hotel, if you call hotel do booking with then, no need to involve us. All call attendants don’t help.”

Posted 2 years ago

HI Sanchit, thank you for reaching out and apologies for your experience. We will ask our India Support team to reach out and assist with your query asap

Posted 2 years ago

“Being trying to contact LE for the-past 2 days. Waited on the phone for hours with no answer. Tried the call back option still no call back. Tried email with the usual reply that they are very busy. Tested positive for Covid19 and looking to see what the situation is with my accommodation that I booked through LE. British Airways issued an evoucher within an hour. Tried LE again this morning and 99th in a queue. I give up.”

Posted 2 years ago

Hi Andy, apologies for the experience you've had. We are looking into this further and we'll touch base via your email case ID: 02374941. Kind regards, Luxury Escapes

Posted 2 years ago

“'LE' IS A GR8 COMPANY.! VERY UNDERSTANDING AND COMPASSIONATE IN DEALING WITH OUR MALDIVES BOOKING IN GRANTING US AN EXTENSION. VERY QUICK IN DOING SO TOO. HATS OFF! BUT ....OUR Booking Number: 2FFC99, NTD8PF.....A PACKAGE WORTH OVER $8400 WAS NEVER CONSIDERED HUMANELY!.....MY WIFE WAS DIAGNOSED WITH HEART-BREAKING COLON CANCER!...ALL MED. PAPERS WERE GIVEN!...EVEN SPOKE TO A TOP OFFICER THERE...BUT NOBODY'S HEART MELTED FOR US!...WE 70+ YRS. OF AGE! AND WE HAD GIVEN AMPLE AMPLE TIME B4 TOUR TOOK OFF!WHERE DO HUMAN VALUES GO? T&C's,RULES N COMPUTER PROGRAMS ROBOTICALLY THROW THEM OUT OF THE WINDOW! OUR PLEAS FOR HELP WERE JUST MERCILESSLY CRUSHED!..I MEAN IT!...WE WERE ONLY ASKING A CREDIT....NOT A REFUND!...ONLY A CREDIT DEAR OFFICERS!...ONLY CREDIT!..I'M SORRY 'LE' YOU, THOUGH A WONDERFUL CO,. ...U FAILED US SO BADLY! CANCER HIT US OUT OF THE BLUE!!....AND NO CONSIDERATION AT ALL!!?? WE STILL PATRONISE U AS MY WIFE IS DOING VERY WELL NOW AFTER TREATMENT/OPERATION AND WE DON'T KEEP A GRUDGE!...CHRIST SAID FORGIVE AND FORGET!”

Posted 2 years ago

Hi Dilip, thank you for your review. Bookings 2FFC99 and NTD8PF are tour bookings so the terms and conditions differ from our accommodation packages. We have escalated your case (02345429) for further review and someone will touch base once there is an update. Kind regards, Luxury Escapes

Posted 2 years ago

“Awful service. Difficult to get through. No response after emailing. Purchased a 2 adult +3 kids in Le meridien Khaolak which clearly specified the number of kids but when we arrived at the hotel we were informed that only 2 kids are included in the package which was DIFFERENT TO WHAT WAS STATED in the voucher. emailed them- zero response. Hotel tried them - zero response to date!”

Posted 2 years ago

Hi Sara, we apologise for the experience you've had. We have escalated your case for further review and someone will touch base via your email case: 02349887. Kind regards, Luxury Escapes

Posted 2 years ago

“BUYER BEWARE!! PLEASE DON’T USE LUXURY ESCAPES!! No matter if the deal looks good or the sales person seems genuine, don’t ever ever book through Luxury Escapes. It is not worth the financial and emotional trauma. They stuffed up literally every aspect of our holiday package - they didn’t actually make the booking, they didn’t realise until I found out from the hotel and told them, they didn’t fix not having made the booking but left that to me, they didn’t book the included tours, didn’t fix not having made the tour booking but left that to me resulting in additional costs, and throughout the massive waste of my time spent trying to resolve their mistakes (both prior to the holiday and during it) their communication and service was non existent. The dishonesty and false promises was next level. Then after being promised a partial refund (prior to even further stuff ups with the tour booking!) now noone will reply to my calls or emails. Absolutely atrocious.”

Posted 2 years ago

Hi Elsha, we are very sorry for the experience you've had. We have escalated your case for further review and we'll touch base once there is an update via email (case number: 02249407). Kind regards, Luxury Escapes

Posted 2 years ago

“Don't book a fiji holiday with luxury escapes you will be hit with a 450 dollars covid testing bill or not be allowed to travel when I rang to complain was told it is hidden in the small print and my own fault should of read it all”

Posted 2 years ago

Hi Anthony, Thank you for leaving a review. Please be advised that it's up to the customer to make sure they stay up to date with all vaccine and entry/exit requirements as this is constantly changing. You can get advice from your local government authority and we have also provided a link via the Fiji Bubble terms and conditions which directs you to the Fiji travel site advising more info on entry requirements. We strongly suggest that customers are fully aware of the requirements and costs before booking. We apologise for any inconvenience caused to you. Kind regards, Luxury Escapes

Posted 2 years ago

“I am very disappointed as I was told a lot about there packages and service so I got a package for my wife and I but in the last 1 week and half I have called at least 10 times spent at least 5 hours on call waiting and also have requested 5 times to be contacted ok I even sent an email last week and still no response???? Absolutely disappointed ☹️”

Posted 2 years ago

Hi Andrew, Thank you for reaching out and our sincerest apologies for the experience that you have had. Your review and feedback has been escalated and we will be in touch shortly

Posted 2 years ago

“I was trying to contact Luxury escape for making a change in the booking which I couldn't do using MY Escapes. Thought it has always been so smooth in the past, I tried calling customer support few times today, with one call over 1 and half hr and one nearly 3 hrs but the waiting queue was so big, once stating 40 people once 26 people but regardless I wasn't able to hear from the operator. I then requested a call back on 2 occasions, all I got is a call back at 12 midnight when I was sleeping, the account is on both my and my wife name but I accidently said the account is not on my name and then the agent (I don't want to name him here) said he cannot help. I tried to wake my wife up but she was still asleep so I mentioned that I mistakenly said that I am not a account holder.. I was half asleep too and despite explaining him all this the agent wasn't listening to me at all. I have many reasons to like luxury escape but since there is a long delay in getting the right customer service (in a quick manner). I would be careful in selecting LE in the future. Whilst writing this I am still trying to connect to agent and it has already been 21 mins and I was 4rth in the queue and I am still 4th in the queue.”

Posted 2 years ago

Hi there, thank you for your review. We are very sorry to hear you've had this experience. The support team are incredibly busy at the moment and trying their best and we apologise this had an impact on you. We will pass your feedback on to the team. Kind regards, Luxury Escapes

Posted 2 years ago

“Have a trip coming up next week and cannot get anyone to repond to questions. The only communication has been an email asking if I intended to cancel. I am frantic to understand how I get connected when I land. Thousands of dollars and no contact what so ever. I will not book through them again and be very careful if you are considering them. I understand the world has changed, but the value of the money I spent has not.”

Posted 2 years ago

Hi Skip, We do apologise for the experience you have had. Our team are incredibly busy at the moment and are trying their absolute best. Please know that we are sincerely sorry that this has had an impact on you. We will look into this for you and reach out via cas 02170342

Posted 2 years ago

“LE have failed to provide any relevant and/or useful information regarding a refund for a package purchased in Feb 2020. The were quite happy to take full payment for accomidation, flights and car hire however now wipr thier hands of all”

Posted 2 years ago

Hi Mark, Thank you for reaching out and providing your experience. We are very sorry that your experience has not been of high standards and we will definitely take your feedback on board. We can see that our team have been in touch with you and resolved this for you - if this is not the case please let us know and we will happily assist. Kind Regards, Luxury Escapes

Posted 2 years ago

“My husband purchased a package from Luxury Escapes which was unused and valid until the end of the year. Within the same time frame, they released a new package for the same property with a lower price and better inclusions. When i rang them up about it, they refused to make any adjustments to mine even though they promise 'best price guarantee'. They did not honour my request even though both the packages for comparison were on their website itself! Worst customer service ever! Never again using Luxury escapes for my future holidays.”

Posted 2 years ago

“Booked a flight and then said that it is cancelled and the money will be transferred back to bank account. But money didn't come back.”

Posted 2 years ago

“My daughter and I went together on what was to be the trip of a life time. We were sure it was to be the stress free trip we both badly needed after the stresses of a difficult business year with Covid. We were to be met at the airport and taken to our connecting flight by a small independent airline but no one came !!! We were stranded mid trip. We rang LUXURY CUSTOMER SERVICE who couldn't find the name of the airline. They said they would ring back. THEY DIDN'T. Rang again 30 mins later and got someone else ruder than the first. He said we had been supplied that information which we hadn't !!! I asked him for the name of the airline we were travelling with and he didn't know either !!! Stress levels were beyond sky high !! He then gave me the name of the company... it was the wrong one !!! We gave up on getting any help from LUXURY as time was running out. We eventually rang the resort we were going to be staying at and they found the name of the private airline we would be arriving with. They went one step further and got the airline to ring us and organise to come and pick us up in time to make the connecting flight. Apparently we were not the first travellers that had been in this predicament because of Luxury's poor organisation. The airline was actually embarrassed and apologetic to be affiliated with LUXURY. Thank God for the resort helping us with the travel plans because LUXURY would have let us miss our holiday completely and not cared in the least. Their customer service staff are a joke. We are still waiting for their return call and we are now home. I will NEVER use LUXURY ESCAPES again. I feel one star is even too much to award them but that is the lowest rating available.”

Posted 3 years ago

“Beware of the surcharges. I booked a hotel stay buy now use later when I went to book the trip there was surcharge that doubled the price of the stay and made it more expensive then what I could book it directly through the hotel for. They refused to give me my money back only said they would give a credit because in the fine print it says surcharges may apply. Very deceptive company.”

Posted 3 years ago

“Booked 3 seperate suites for family holiday. Realised I couldn't book all 3 rooms online, so I called customer service for assistance. 1ST CALL, no call back or email as promised, we provide the operator with different dates from march to august to book. 2nd call (after 1 week) she advised that a full refund would be provided after she cancelled the current booking for 1 room at RACV. She also mentioned that it is not her fault that no one got back to me. 3rd call (after no email or call back), was told that you can not get any refund, but she needed to contact RACV to see if she could book all 3 rooms at once....which could have been done in call 1. Call 4, I was told we can cancel the useless 1 room booked....but NO REFUND WOULD BE PROVIDE IN A VERY NON CUSTOMER SERVICE WAY. 'WORST CUSTOMER SERVICE EVER'”

Posted 3 years ago

“BEWARE - LIES and MISLEADING advertisement with Package holiday and no stress refund Don’t believe the advertising about their holiday packages being 7 day no stress refund. It is a lie and they have said they need to change their marketing. Probably been saying that for years. Their confusing fine print states refund for accommodation only. So when you buy a package holiday it’s not a true package as the flights come through the airline separately. I put in a complaint and as there is no complaints dept they just cancelled the accommodation without confirming with us and we were left with the flights. I have incurred costs to move things around so I use the flights and not lose my money and have booked accommodation with another agent. Will definitely not use Luxury Escapes again and warning to others about booking any domestic or international holidays.”

Posted 3 years ago

“Booked a package through these guys, ran into issues rang to notify them and the guy I got this morning refused to help he was frustrating when I asked for a manager he said no there's none available and to call back later and terminated the call. Would I recommend booking thru them no”

Posted 3 years ago

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Luxury Escapes is rated 4.9 based on 3,787 reviews