Luxury Escapes Reviews

Name: Luxury Escapes
Rating: 4.86

4.9 Rating 3,878 Reviews

97 %

of reviewers recommend Luxury Escapes

Company Reviews

Metrics

Info

4.9

Based on 3,878 reviews

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

Visit Website

Phone:

283206845

Email:

Support@luxuryescapes.com

Location:

Level 4, 68 Clarke Street
3006

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“We got a package deal with Luxury Escapes for the Nusa Dua Beach Hotel and Spa staying in a Lagoon Pool Club room, this was a fantastic deal at a great resort. We had no problems with transfers or included benefits.”

Helpful Report

Posted 1 month ago

Hi Charleen, thank you for your fantastic 5-star review! We’re happy to hear that you enjoyed your stay at the Nusa Dua Beach Hotel and Spa. It’s great to know that everything from the transfers to the included benefits went smoothly. We look forward to seeing where your next escape takes you!

Posted 1 month ago

“Life isn’t black and white unfortunately but for Luxury escapes customer service it must be we asked to change a reservation by one day and they didn’t even contact the hotel concerned just sent an automated message saying it was outside the booking guidelines. Very poor service Will not recommend them”

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Posted 2 months ago

Hi Lesley, we're sorry to hear about your experience. We understand how frustrating it must have been not to have your request accommodated. As your booking was outside our cancellation and amendment policy, we were unfortunately unable to proceed as requested. We strive to provide the best service possible within our guidelines, and we regret any disappointment this has caused. Kind regards, Luxury Escapes

Posted 2 months ago

“Luxury Escapes gave complete insurance cover through there insurance partner xcover, when there was 2 weeks away from our holiday my wife suffered a heart attack.Luxury escapes was informed of this and that we could not go, medical certificates were provided. Luxury Escapes insurance partner xcover were very quick to deny the claim. The insurance was brought by Luxury Escapes for us. My wife did suffer a heart attack 5 years prior to this which was controlled by medication with no problems in 5 years, this was how the insurance company and luxury Escapes are trying to get out of the claim - Why have luxury Escapes been able to sell the insurance in the first place with out asking any questions (apparently) is beyond me! what if you had a flu 5 years ago Kidney stones,stomach bug ect”

Helpful Report

Posted 2 months ago

Hi Dean, Thank you for your feedback. As mentioned in our email correspondence (04137216), after a thorough investigation we have found no records of communication via your account or phone number, nor any evidence of live assistance with a Luxury Escapes sales agent prior to your booking. At present, our system indicates the booking and insurance purchase were self-managed online. You have advised the insurance was arranged by Luxury Escapes for you and that you discussed your wife’s medical history with an agent. If you believe you spoke with a representative, could you please provide any further details that might help us locate the relevant records? For example: Was this via a direct call or a call-back request? Is there another phone number you may have used? Do you recall the agent’s name or the approximate time and date of the conversation? This information will help us further investigate your case. Kind regards, Luxury Escapes

Posted 2 months ago

“Due to an accident that put my friend in hospital we had to cancel our holiday. This included air fares. Thanks to Karthik it was dealt with professionally. We received credits for the holiday and the air fares. Will be using their service again.”

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Posted 2 months ago

Hi there, thank you for your 5-star review. We’re sorry to hear about your friend’s accident, and we wish them a speedy recovery. We're glad that Karthik was able to provide a favourable outcome and ensure your experience remained positive.

Posted 2 months ago

“I recently did a tour with "Luxury Escapes Tours" to Sri Lanka. I was a solo traveller on a small group tour of 14. I arrived late at night and was met by my transfer driver at the airport to my hotel. "Jetwig" is the transfer company used by Luxury escapes. My tour was one of the most amazing experiences I have had. From a "Safari" in "The Yala National Park", to trying my hand at "Tea Picking", like a local and trying my hand at "Fishing", with the wonderful "Stilt Fishermen," plus the most "Scenic Train Trip" through the mountains, are just some of the beautiful experiences on this tour. I cannot thank our amazing Guide Manoj and his team enough, their service and care for us was outstanding. I have learnt so much about this wonderful country and it's beautiful people. I would thoroughly recommend this tour. It was the "12 day Best of Sri Lanka Tour, with option to extend to The Maldives".”

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Posted 3 months ago

Thank you so much for your wonderful review, Lyn! We're overjoyed to hear that your tour in Sri Lanka was such an incredible experience. It sounds like you made some unforgettable memories, from the safari to the scenic train ride. Your recommendation means a lot to us, and we can't wait to help you plan your next adventure!

Posted 3 months ago

“We recently booked an accommodation through Luxuryscape for a family trip, costing over $4000. Unfortunately, on the day of our flight — while at the airport — we discovered that our daughter's passport had less than six months validity, which meant she couldn’t fly. In a moment of stress and urgency, I contacted Luxuryscape to explain the situation and ask if there was any possibility of help, flexibility, or a solution. I wasn’t expecting a full refund, but hoped for some level of understanding or support. Sadly, I was met with a cold “there’s nothing we can do” response. No empathy, no options, no effort to assist. For a company that presents itself as a premium, customer-focused brand, the complete lack of compassion and flexibility was incredibly disappointing. Things don’t always go to plan when travelling — and the way a company responds in those moments says everything. I cannot recommend Luxuryscape based on this experience. If you’re booking a high-value trip and want peace of mind, I’d suggest looking elsewhere — somewhere with actual customer support when it matters most.”

Helpful Report

Posted 3 months ago

Hi Shirin, we are truly sorry to hear about the distressing situation you faced at the airport and the impact it had on your family trip. We understand how upsetting and disappointing this must have been — especially with the anticipation and planning that goes into a holiday of this significance. While passport validity is ultimately a responsibility managed by the traveler, we recognise that things can go wrong, and it's often in these unexpected moments that support matters most. We are genuinely sorry that our response did not meet the level of empathy, care, and flexibility you expected from us. Following our investigation, we can confirm that your case (reference number: 04156941) is currently under review. One of our dedicated agents will be reaching out to you shortly to discuss the matter in more detail. We truly hope to find a resolution that brings clarity and comfort to you and your family. Kind regards, Luxury Escapes

Posted 3 months ago

“Booked 2 rooms in Bermuda on Feb 9th. On March 15th, I was notified that the bookings “… cannot be accommodated as originally planned,” with NO explanation. Agent had little to say besides, “Sorry, how about a $100 credit?” There was no indication that this was a possibility. Room rates have gone up $300/night, so now I have to spend an additional $1,500 to keep this trip or forfeit flights, too. Now I have to wait up to 10 days for my refund!? You get one chance to make a first impression, and this was awful. I would never use this company again.”

Helpful Report

Posted 3 months ago

Hi Adam, thank you for taking the time to share your experience. We understand your frustration and disappointment, and we apologise for the disruption to your plans. This is not the impression we want to leave, and we assure you we are taking this matter seriously. We've escalated your case (04028645) to our support team, who will be in touch via email. Kind regards, Luxury Escapes

Posted 3 months ago

“Recently I had to reschedule my booking due to the passing of a family member. The customer service that I received from Justin G, Ava L & Hellwest G was 10/10. Kind, empathetic, understanding & extremely helpful. My booking was rescheduled without drama and in a very timely manner. I have booked with Luxury Escapes on numerous occasions and always found them terrific. Always a pleasure and happy to recommend.”

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Posted 4 months ago

Thank you very much for your 5-star review, Frenchie! We're so sorry to hear about your loss, but we're glad that Justin, Ava, and Helwest could provide you with the support you needed. It means a lot to us to know that you've consistently had great experiences with LE. We truly appreciate your recommendation and look forward to welcoming you back for your next adventure!

Posted 4 months ago

“Thank you Danielle for your fantastic service and support. We really appreciate that you went out of your way to help us. Looking forward to our Luxury Escapes holiday next year.”

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Posted 4 months ago

Thank you so much for your wonderful review, Michael! We're thrilled to hear that Danielle provided you with fantastic service and support. It’s our pleasure to go the extra mile for our customers. We hope you'll have an amazing escape next year!

Posted 4 months ago

“I recently had the pleasure of booking a trip through Luxury Escapes and received exceptional service from Lychota M. Their assistance in changing my booking was incredible, making the entire process smooth and stress-free. I highly recommend Luxury Escapes for their outstanding service, especially the support provided by Lychota”

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Posted 4 months ago

Thank you for sharing your positive experience! We're so glad to hear Lychota M made your booking change smooth and stress-free. We truly appreciate your recommendation and will be sure to pass along your kind words to Lychota. We look forward to helping with your future travels! 😊🌟

Posted 4 months ago

“Please stay away from Luxury Escapes if you don’t want your holiday ruined. Booked and paid in full only to find out at the hotel that our booking has been cancelled. Need to pay again at the hotel during checkout. After two weeks debacle trying to get out money back and requesting compensation, $100 promo voucher with a bunch of restriction offered. You can keep your voucher as I won’t be booking with Luxury Escapes anymore. Oh, and rude “customer experience team” who doesn’t care about customer at all.”

Helpful Report

Posted 5 months ago

Hi there, thank you for sharing your feedback. We are sorry for the inconvenience and frustration you encountered during your recent holiday. As outlined in our final response, we’ve refunded the full amount and provided an additional sum to cover the difference for the payment issue during your stay. Additionally, while we did offer a promo code, it's important to note that promo codes have an expiry date, similar to many offers. Thank you for your understanding. Kind regards, Luxury Escapes

Posted 5 months ago

“My husband booked Headlands Hotel Austimeer with inclusions only to be told that there was a "different" package ...same price no inclusions and non refundable! We have booked this twice before and the operator was not helpful and hung up on us.”

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Posted 5 months ago

Hi there, we're sorry to hear about your recent experience with your booking at Headlands Hotel Austinmer. We want to make sure we address this situation as soon as possible. Could you please provide your booking details? This will help us investigate and hopefully resolve the issue for you. We look forward to assisting you further. Kind regards, Luxury Escapes

Posted 5 months ago

“I booked 2 getaways and cancelled one to my credit card but received notification that my payment was refunded as a credit. This was not the option I selected so I contacted Iris at LE who sorted this out for me and advised my credit card would be refunded upto 5 days later.”

Helpful Report

Posted 5 months ago

Hi there, thank you for your review! We're glad to hear that Iris was able to sort out the refund situation for you promptly. We always strive for a seamless experience, and your feedback helps us improve further.

Posted 5 months ago

“The personalized advice and strategic insights from Trade Crypts have transformed my investment portfolio. Their team took the time to understand my goals and risk tolerance, providing tailored guidance that has yielded impressive results."”

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Posted 5 months ago

“Well, lamentable doesn’t quite describe it. Booked a family trip to Hawaii and we specifically looked for accommodation with kitchen facilities as we’ve kids and someone with dietary requirements. Found this 6-day package on Luxury Escapes which stated that there’s a fully-equipped kitchen in the room. We then paid a handsome amount of money for the package. When we arrived at the hotel we were allocated a room with no kitchen. Imagine calling them 8 times over 3 days and they assured you that it’ll be fixed on the day but nothing happened. I also spoke to the hotel front office and they informed me that all it takes is for Luxury Escapes to rebook us to the correct room. This might incur extra costs but it is Luxury Escapes’ responsibility to remediate their error. Luxury Escapes are obviously stalling - a lot of promises and assurances over the eight calls but the situation remains unresolved. This is incredibly frustrating and has completely ruined our holiday plans. Luxury Escapes are breaching the Trade Practices Act and I fully intend to raise this to the Ombudsman and ACCC. I’ve since read the negative reviews of other unsatisfied customers. The recurring theme is Luxury Escapes are happy to take large amount of money from you but would not rectify their mistakes and leaving you high and dry. What should have been a relaxing holiday has turned out to be a stressful event. My family’s needs are not met despite paying through the nose for it. Thank you Luxury Escapes for introducing our family to the Dante of travelling hell. Avoid unless you crave disappointment!”

Helpful Report

Posted 6 months ago

Hi Teresa, we're truly sorry to hear about your experience. This is certainly not the standard we strive for at LE. Ensuring our customers have a seamless and enjoyable holiday is our top priority, and we understand how frustrating this situation must have been for you and your family. We are currently investigating the situation to ensure it is resolved promptly. We will make sure to update you as soon as we have more information via your email case: 03987834. Kind regards, Luxury Escapes

Posted 6 months ago

“Luxury escapes great so far, booked 4 times, reply to you very quickly I’ll always look for deals with them, Iris D was fantastic corresponding”

Helpful Report

Posted 6 months ago

Hi there, thank you so much for your kind words and for being a loyal customer! We're thrilled to hear you've had such positive experiences with LE and Iris D. However, you have given us a 1-star rating, and we'd love to understand more about this to ensure we address any concerns. Please feel free to reach out to us directly with more details.

Posted 6 months ago

“I have around $1700AUD of credit with Luxury Escapes and tried to book a stay ($799AUD) at LE online today. Received a message saying I needed to call LE (they're an online travel agent - calling them I felt like I was back in the 80's). After talking with the LE support staff in Australia (friendly) and UK (quite rude and unhelpful), it appears your process for "fraud protection" requires me to provide my passport or drivers licence image to a generic support email account that I can only guess a multitude of people have access to. Obviously this isn't happening. I would like to think that Optus, Medibank and the rest of the PII breaches taught Australian companies something but it seems it hasn't taught LE a thing. LE are therefore holding my $1700 until I email them my sensitive information. I have no knowledge of, or confidence in, how LE will handle my data. There are far better ways of protecting your organisation, and your customers from fraud. The LE process currently is effectively saying "we dont trust our customers, but we expect them to trust us".”

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Posted 6 months ago

Hi Rob, we're truly sorry to hear about the inconvenience you’ve faced and understand your concerns regarding our identification process. We are currently reviewing this issue further, and one of our team members will reach out to you directly to assist and address your concerns as swiftly as possible. Thank you for your patience as we work to resolve this. Kind regards, Luxury Escapes

Posted 6 months ago

“Title: Disappointing and Frustrating Experience with Luxury Escapes Rating: 1/5 I recently purchased a package from Luxury Escapes that included flights, accommodation, breakfast, and dinner. Unfortunately, my experience was marred by broken promises and poor customer service. Despite clearly advertising dinner as part of the package, Luxury Escapes reneged on this, claiming that only breakfast was included. This was not only disappointing but also inconvenient, as we had planned our itinerary around the promised dinner. To add insult to injury, our attempts to rectify the situation through multiple phone calls and emails were met with indifference. Luxury Escapes failed to provide any meaningful resolution or compensation, leaving us feeling frustrated and undervalued. Given the luxury branding and premium pricing, I expected a far superior experience. Instead, Luxury Escapes failed to deliver on its promises, demonstrating a clear disconnect between their marketing and actual customer experience. Unless Luxury Escapes addresses these issues and improves its customer service, I would advise others to exercise caution when booking with them.”

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Posted 6 months ago

Hi there, thank you for taking the time to share your feedback. We apologise for the frustrating experience you had and for any inconvenience this may have caused during your trip. We genuinely value our customers and aim to deliver exceptional service, so it's disappointing to hear that we fell short in your case. Rest assured, we are reviewing your situation further and will be in touch with an update as soon as possible. Your feedback is crucial in helping us address these issues and improve our services. Thank you for your patience and understanding. Kind regards, Luxury Escapes

Posted 6 months ago

“We were trying to co-ordinate 2 luxury escapes which took time and when i went back to the first one the dates we needed were no longer available. Iris made this happen for us, very prompt and efficient, thank you Iris”

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Posted 6 months ago

Hi Joanne, thank you so much for your wonderful 5-star review! We're glad to hear that Iris was able to coordinate your luxury escapes efficiently and effectively. It's great to know that you can now enjoy your trips without any hassle. Happy travels!

Posted 6 months ago

“Made a mistake with the date when booking myself on a LE to meet my family, Iris was fantastic helping to resolve it so we can go at the same time as they’ve booked! Can’t wait for our trip now! Thanks!”

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Posted 6 months ago

Hi Rob, thank you for your fantastic 5-star review! We're glad to hear that Iris was able to help you resolve your booking mistake so quickly. It sounds like you’re all set for an amazing trip. Safe travels and enjoy every moment!

Posted 6 months ago

Luxury Escapes is rated 4.9 based on 3,878 reviews