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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

“Was meant to have a car picking me up from my house which was from luxury escape.The company name of the service is Hughes chauffeur services. They have canceled due too no car. They did confirm it but had to send what time was my pickup which was 12am . Don’t think they wanted to do it.Extremely poor services. I’m lucky they did 6 days out and not on the day. Please be extremely cautious of this company.”

Posted 11 months ago

Hi Tm, we apologize for the inconvenience experienced. We have escalated your case to our support team for further review and someone will be in touch directly. Kind regards, Luxury Escapes

Posted 11 months ago

“I have been trying to get in touch with someone since MARCH to book my stay at the maldives next week. There is not even 1 staff available to help. It is disappointing.”

Posted 11 months ago

Thank you for taking the time to let us know about your experience, Damini. We are sorry to hear that you've been having issues trying to reach us. We have passed on your details to our support team to get in touch with you directly. Kind regards, Luxury Escapes

Posted 11 months ago

“If we could give less than 1 star, we would... We wish we had NEVRE gone through Luxury Escapes and warn others of the same. This company has not only ruined my honeymoon, but has come up with 101 excuses as to why we were over charged the amount we were and the extra overcharge can only be a 'credit' causing us to either forfeit our money OR book with them again. After more than 4 hours between different representatives, we finally received an emailed that our refund is 'processed' (again confirming in writing the last 4 digits of our CC the refund was processed to) only to log in the next day to see the amount refunded only as a 'credit' with them. After 5+ hours of being on hold the following day, Dani who was meant to be a senior (manager) ended our chat. The representatives when we call back tell us to hang up as there is NOTHING they can do for us and to keep being 'patient'- "the dispute is with 'management' ". All in all, they are hoping people give up and accept the credit and in using the money, we spend more on their company! Disgusting service and attitude. Shame on you Luxury Escapes with your scams holding on to peoples money for profit! We are now in the process of putting a complaint in to both Consumer Affairs and ATAS. You can't do this to people and we will not let you get away with it.”

Posted 1 year ago

Hi there, We have spoken to our support team who have been assisting you with your booking issues. The support team initially refunded you for your insurance and this was incorrectly refunded into your Luxury Escapes credit. The team have since reversed this and refunded the money correctly into your bank account. We understand that there was confusion regarding an amount of money that you believe you were still owed as a cash refund. As you used external gift cards to make your purchase, it is not possible to refund any amount paid with these gift cards back to a bank account. We understand that the process has been frustrating for you and we thank you for your patience throughout. Kind Regards, Luxury Escapes

Posted 1 year ago

“problem was solved really quickly with assistance from Tiasha E, she was understanding and polite an asset to Luxury Escapes team appreicated her efforts”

Posted 1 year ago

Hi Lynne, thank you for your lovely words! Tiasha is amazing. Are you able to amend the amount of stars on your review to better reflect your experience?

Posted 1 year ago

“In short wife fell pregnant. Unable to travel at time we booked. Refused full refund even though on selling our package and we gave them 6 months notice”

Posted 1 year ago

Hi Brett, thank you for sharing your review and we are sorry to note you were disappointed with your experience. Please share your booking reference and/or email case ID and we will review this matter further. Kind regards, Luxury Escapes

Posted 1 year ago

“I have been trying to amend my price as my trip has gone down in price. My trip has a price guarantee & is cancelable. I have called 3 times and sent 3 emails. Only to be told they will look into it after waiting 30 minutes on the phone and only getting through twice. The customer service is terrible, and it is a total disappointment for a LUXURY SERVICE!!!!!”

Posted 1 year ago

Hi there, thank you for getting in touch and we apologise for the experience you've had. We have escalated your case for further review and someone will be in touch directly via email case: 02899490. Kind regards, Luxury Escapes

Posted 1 year ago

“I purchased a trip to Alohilani in Hawaii Dec 2021 to be booked by October 2023. Checked availability 4 weeks ago and the whole of 2023 available. Booked flights and then checked LE only to be told nothing is available for the year and offered a credit. Now told I can have a refund but problems getting that processed. No one answering calls in support team. They only answer calls for new sales. Support emails me and says to call Support. Hello.. why can’t Support finalise the issue. Terrible service. They clearly oversold and/or in a rising market won’t honour what they have taken $$$$ for over a year ago.”

Posted 1 year ago

Hi Wendy, Thank you for taking the time to leave a review and our sincerest apologies for the experiences you have had - both with the lack of avliability for the offer you have purchased and the customer support. We have escalated this to our support management team to have this investigated urgently and will also pass on your feedback to the relevant internal teams. Kind Regards, Luxury Escapes

Posted 1 year ago

“We book our honeymoon hotel and flights with luxury escapes. The flights very economic had no luggage included however on the website was written check in luggage’s can be added at the time of check in. I went to Malaysia airlines website checked the price for check in luggage (£35/flight) that’s was convenient. One month before we are due to fly I started looking to reserve seats and add luggage’s when we realised we can’t add any check in luggage only additional Kg that I may add is £550 / 23 kg . I called the airline and they’ve informed me that luxury escapes have not clarified that Malaysia airlines have 3 types of economic, the ‘lit’ economic is what we have booked ( I need to say this was not written in our documents and was no specified at the time of booking the holiday) this type doesn’t allow check in luggage’s only extra kg . The airline was asking to pay £2200 in order to take a 23kg luggage. When we contacted Luxury escapes they just emailed back to say they cannot change the flights neither they can do anything about our luggage’s and try to contact our travel insurance and we might be lucky to get some money back. This is not Malaisya airlines fault nether ours as we double checked Everything before we booked, this is purely Luxury Escapes fault for not providing the correct information to the customers. They have ruined my honeymoon as I cannot afford the extra £2200 for a luggage I need to go on a 16 days holiday with a 7kg pack pack in Bali … I am very upset and with still 3 weeks to go I feel stressed and cannot sleep at night thinking of how will we manage..”

Posted 1 year ago

Hi Simona, thank you for your review and we are very sorry for the experience you've had. We have escalated your case for further review and someone will be in touch directly (case: 02821429) Kind regards, Luxury Escapes

Posted 1 year ago

“I'm a Zimbabwean national living in Australia with my partner waiting for PR visa. We booked a 7 day luxury trip to Bali which amounted to over A$4,200. At the time of the booking in July there was no visa requirements for me to enter but 3 months later at the flight desk, to my surprise there was a change in the visa requirements for certain passport holders which included Zimbabwe. How many time ls should a reasonable person check their visa requirements prior to a flight? Asking for a friend... Suffice to say I was unable to board the flight and as such everything had to be cancelled. We purchased Covid Cover but have been informed by Luxury Escapes and Xcover that they cannot do anything as being updated on visa requirements is our responsibility. For a company that calls itself luxury Escapes they sure do not provide any luxury customer service as I was bounced around so many different departments and had the matter escalated to management only for them to repeat the same thing that it was our responsibility. As a travel agent there should be some level of care on their behalf to update clients on the changing policies of the destinations they advertise. Especially when you pay thousands of dollars for a trip. If you want to keep our money, that's fine but rest assured I will spend as many hours as it takes me to make that $4,200 back warning other potential clients from engaging you as a company. Thanks for nothing.”

Posted 1 year ago

Hi Jose, thank you for getting in touch. As you have been informed and as per our terms & conditions of booking, it is the customer's responsibility to find out about applicable entry and visa requirements of overseas countries you are intending to visit. We have escalated your case for further review and we'll be in touch via email directly (case ID: 02754358). Kind regards, Luxury Escapes

Posted 1 year ago

“We complained about very poor hotel service/facilities which could by no stretch of the imagination be described as “luxury”. The response from luxury escapes was zero! Totally unconcerned with no response to our complaint! We could have booked cheaper by going direct to the hotel, but firmed the (mistaken) impression that Luxury Escapes would look after us.”

Posted 1 year ago

Hi there, thank you for your review and we are very sorry for your experience. We have escalated your case for further review and we'll be in touch once there is an update (case: 02712607). Kind regards, Luxury Escapes

Posted 1 year ago

“BUYER BEWARE!!! Case #02569418 We have just had what we can only describe as incredibly disappointing communication with ‘Luxury Escapes’. We purchased a promoted $3000 5 star Luxury Escape at the Bali Hard Rock Hotel. This hotel would struggle to get a 3 star rating. We only ever stay 5 star as we are very particular with hygiene and quality of food etc that you can usually expect from a 5 star hotel. On arrival at this hotel we were shown to our room and could not believe the overwhelming stench of mould, we immediately complained and were informed we could be moved the next evening however we had to stay that night they then sprayed the room with perfume and put a humidifier in the room. It was horrifying, I personally had just recovered from being very ill with septicaemia and our son in remission from stage 4 cancer. Our room for the rest of the weeks still smelt, however it appears this is the norm? It was only on the last night morning when we entered our sons room to wake him to leave that we could smell the overpowering smell of mould in his room too! This is so unacceptable as we all know that mould in particular when it comes out of air-conditioners it is life-threatening at times. Our luxury escape included a buffet every morning and evening, the evening buffet never happened until the last evening, we went to have a look it was absolutely appalling with low quality food, we asked where the cheese was they looked at us like we had horns on our head! The breakfast was equally appalling and would also struggle to get a 3 star rating. Included in this deal was a karaoke experience which was unavailable apparently as it wasn’t working? We were also supposed to have a photography experience, this never happened either. Definitely no alcohol in the cocktails ( taken for fools) We hired a Cabana for $50, we stayed for approximately 1 to 2 hours as it was absolutely filthy, we covered it in towels but still felt too uncomfortable to stay. When dealing with ‘Luxury Escapes” we have been completely fobbed off over months. The hotel refunded $187 for one night, and Luxury Escapes offered us a $300 credit for a Luxury Escape? Why would we use this with a company that cares less about its patrons? We have asked repeatedly who did due diligence on this hotel? We’ve had no response, anyone that goes to the Hard Rock hotel in Bali would no doubt realise that it’s not safe to promote. I asked Tregan from customer service if there were other complaints for this hotel, she replied no, which I find hard to believe. Tregan also stated that someone would get back to me re. my concerns over them still promoting this really dangerous potentially life threatening hotel, and for a contact re. who carried out due diligence, I am still waiting on a response. I could go on with other issues, however the health concerns were our main points. Luxury Escapes are falsely advertising and still promoting this hotel?”

Posted 1 year ago

Hi Denise, thank you for your feedback. We are sorry to hear that you have had a 1-star experience with Luxury Escapes. We can see that this has been thoroughly investigated via your case. If you would like us to look into this any further please respond to that case and our team will happily assist. Kind Regards, LE

Posted 1 year ago

“Will not reply to message Did not have a holiday still waiting after two weeks to change the dates Need refund now will tell every one I know not to us you Thanks Ross”

Posted 1 year ago

Hi Ross, we are sorry to note you were experiencing issues with changing your dates. We will review this further and reply via your email case: 02664089. Kind regards, Luxury Escapes

Posted 1 year ago

“I don't know if it's something I'm doing wrong as the majority of the reviews are positive. I have held back from doing a review as I didn't want to be negative. I tried to book online and there was a glitch in either their booking site or the bank but either way, I was charged twice and still didn't have a booking. I finally got that sorted but then had lost mt FF flyer points. No one seems to want to take responsibility for that. That should've made me want to cancel but as I already have the flights booked, if I change them, i will be out of pocket again. So I sent 3 emails to try to get it sorted out and more alarm bells! No one has responded to them. So this morning I thought I would call and try to book on the phone as I don't want to go through all of this again, I was in the cue and number 8, they offered me a call back which I accepted, that was an hour and a half ago. If this is the mess I have to get to book, I can't help but wonder what the holiday will be like ....... If i ever get to book it”

Posted 1 year ago

Hi Chris, thank you for sharing your review and we apologise for the experience you've had. We have escalated your case for further review and someone will be in touch via email (case: 02629214) asap.

Posted 1 year ago

“Disappointed. Booked and paid in good faith pending minor adjustments which were going to be attended to by tours concierge within 48 hours. They advertise a 7 day full refund policy, they still haven’t responded to our minor adjustments and after calling most days for the last three weeks there’s been no response. Don’t want to go anywhere with them now, I’ll never 👎 use again. First I thought they were short staffed due to covid and I’ve given them the benefit of waiting patiently to our own detriment.”

Posted 1 year ago

Hi Sharon, we apologise for the experience you've had. We have escalated your case for further review and our tours team will contact you as soon as they can. Kind regards, Luxury Escapes

Posted 1 year ago

“I have just had the worse experience with Luxury escapes that I have ever had with a company. Unable to redeem a $500 voucher for my birthday accommodation after several attempts (due to your own technical problems which cant seem to be fixed) and now I have been told I cant use the voucher to cover the accommodation I had to book to secure the room in time. No explanation, just cant help me ...no apology and no solution. Vouchers and gift cards are NOT your money, they are the customers and you should have the right to use these. The worse customer service I have ever experienced.”

Posted 1 year ago

“Avoid, avoid, avoid!!! - I booked a trip to Iceland with Luxury Escapes and could not be more disappointed. 2 nights in a "luxury" hotel for over £500. We arrived at the hotel which was more like a student dormitory and looked nothing like the pictures advertised. The hotel told us the rooms in the photos did not exist and they do not know how Luxury Escapes got the photos. I raised a complaint whilst still at the hotel and now after 4 weeks of waiting have been offered a £50 voucher. Criminals!!”

Posted 2 years ago

Hi Will, sorry to hear about the disappointing experience you have had. We will investigate this matter further and we'll touch base via your email case: 02480212. Kind regards, LE

Posted 2 years ago

“Luxury Escapes have a very slick marketing and social media presences, but don't be fooled into thinking they are a well resourced or respected organization. My family's holiday booking disappeared despite receiving a confirmation number from Luxury Escapes, and 250,000 hard earned Qantas Frequent Flyer points transferred over to them. My request for help was ignored for a week, and they only responded when I kept pushing. 100 excuses followed and no resolution, the Qantas rep who was assisting me confirmed they were a nuisance organization and now my family's holiday is gone. We're stuck with flights to a resort that is now sold-out for the period my family needed to travel. A quarter of a million frequent flyer points gone, still no resolution or help from Luxury Escapes. The deals Luxury Escape promote are readily available through the hotel chains and airlines that they are promoting. You are in much better hands dealing directly with these trusted and established brands than risking your time and money with this clickbait organization.”

Posted 2 years ago

Thank you for your review Greg, Our team are currently investigating this for you and will reach out via your case, 02489522

Posted 2 years ago

“We booked a 7day holiday with the 7day cancellation option. We tried calling on the 7th day hours b/4 expiry time and after waiting we were told we were 300th in the clue please leave phone detail and we will ring you back. We rang again a few times but still 370 people in front of us. I also contacted Luxury excapes via Facebook messenger still in the cancellation time frame asking to cancel and rebook a different hotel. I received a message back and responded with all details requested. They said someone would contact me asap. As time was short I looked on internet forums and was told sign onto my account and cancel booking via that but it started process then said it couldn't cancel for a credit. At 4.20pm Jennifer C rang I explained everything over and over but was told the only way now was a request to hotel to cancel. I was very upset and frustrated I asked to speak to a supervisor this was refused I was even happy to wait on phone for hours to get this sorted again refused. I now have received an email you sent to hotel with it saying there could be cancellation fees. Now I'm really upset. I only wanted to change to another offer for different hotel but know I feel you have lost a customer.”

Posted 2 years ago

Hi Debbi, Thank you for your review. We have also responded to the Product Review that was left advising that we are looking in this for you We do apologise for the error on our end and will rectify this asap Kind Regards, LE

Posted 2 years ago

“Very over priced for the experience. I was not made aware that there was a wedding on Sunday which turned into a party which went into the early hours. No apologies from staff and no one bothered to call me to discuss after I requested a call from Management twice. Will no be returning.”

Posted 2 years ago

Hi Giordana, Thank you for reaching out and apologies for the experience that you have had on your recent escape. We did email on 27th March (case 02427715) - if you do require us to look into this further for you please feel free to respond there Kind Regards, LE

Posted 2 years ago

“Today due to extreme rain conditions on the east coast i had to cancel my trip to the Gold Coast with luxury escapes.The customer service officer Sarah W could not have been more obligingand gave 110% to help me rearrange my holiday. Congratulations Luxury Escapes for training your staff so well,but particularly to Sara herself for being so knowledgeable re the product T and professionalism T”

Posted 2 years ago

Hi Sue, Thank you for the great review - it is so wonderful to see that Sara was exceptional at providinng a a great experience. We did notice that you have provided us with a 1 star rating - please let us know if there was anything further we can assist with Kind Regards, LE

Posted 2 years ago

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Luxury Escapes is rated 4.9 based on 3,787 reviews