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Luxury Escapes Reviews

4.9 Rating 3,781 Reviews

98 %

of reviewers recommend Luxury Escapes

Company Reviews

4.9

Based on 3,781 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	99%
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: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“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.”

Posted 3 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 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

“Hi all....interesting reading the poor reviews here and the theme seems to be the same right through...its all about the refunds! Now here is a different perspective. Don’t ask for a refund unless completely in need,but having booked luxury escape holidays mmmmm, but a credit for a later trip. Can you imagine what would have happened to this company if they had to give refunds to all....they probably would have gone broke. I write this from the wonderful Uluru longitude 131 which is fantastic. However we had over 30k of trips booked when Covid hit. I didn’t request a refund and consequently pretty much everything has been fantastic service. Five stars for me and let’s face it any company is there to make money.”

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

“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 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

“BUYER BEWARE - I am so disappointed with my first (and last) experience buying a Luxury Escape holiday package. The most frustrating part has been trying to arrange a refund after LE couldn't provide the holiday on two separate occasions. I have found LE to be unreasonable and inflexible. No doubt LE's owners will be able to buy themselves something nice with my money they won't return.”

Posted 3 years ago

“Didn't get what was advertised, included in the package was daily breakfasts, the restaurant and bar in the hotel in Sydney were closed, we had to go to a cafe which was located in the foyer of an insurance company. We also couldn't avail of the "free daily cocktail" as the bar was closed. The hotel was attached to a large construction site which was in operation from 6.30am every morning, this meant we couldn't use the balcony as it was very dusty and loud, the view from this hotel is amazing, that's the reason we spent $600.00 per night on that particular room. we have complained and were offered a $200.00 credit. I am taking it up with Fait Trading.”

Posted 3 years ago

“I would bot recommend this company. They will do anything not to provide refunds for services not provided, even though they are required to by law. We had a booking to Bali , and all flights were cancelled and accomodation was not accepting tourists. Australians not allowed out of country, yet LE not refunding anything, even when they promised they will refund in an email. They are are doing everything at all costs not to release funds back, or are outright lying in emails.”

Posted 3 years ago

“Booked an all inclusive free flowing drinks package. On arrival at hotel we were informed wine was not included. Having booked a number of similar packages with wine we were surprised. Luxury Escapes actually LIED saying the fine print excluded wine. It does now but DID NOT when we booked. It was subsequently modified by adding an additional sentence after they were informed by the hotel. DONT TRUST THEM. 😩. They were not prepared to help or offer any recompense.”

Posted 2 weeks ago

Hi Graham, Thank you for sharing your experience with us, and we appreciate your feedback. We understand that the inclusion of wine in your previous packages may have set certain expectations. However, it's important to note that not all deals are the same, and inclusions can vary depending on the specific package and hotel. This is precisely why we provide detailed information in the fine print, including specifics about the types of alcohol provided. We strongly encourage our customers to carefully review the full list of inclusions before making a purchase. Alternatively, you can always reach out to our Travel Concierge team beforehand to confirm any details or address any concerns you may have. Our Support team has thoroughly investigated your case and provided you with a copy of the deal and fine print, where it is clearly stated that wine is not included in this particular package. They will continue to work on your case to see if there is anything further they can do to assist. Should you have any further questions or require assistance, please don't hesitate to reach out to our Customer Service team via your open case Thank you for your cooperation.

Posted 1 week ago

“We had booked a resort in Nusa Dua, Bali, in October’24 based on recommendations from friends.Sadly, was devastating to be advised by Luxury Escapes that the resort was closing In October & thus our booking would be cancelled. However, with great assistance from Lauren S & Riley L, they were able to provide us with a list of alternate venues that matched our pre paid flight dates and gave us similar benefits. We eventually settled on another resort in Nusa Dua, which was actually cheaper! Special thanks to Lauren S & Riley L for their professionalism in helping us through this difficult process. We just hope that the reality matches the promises of the alternate venue as this is our first trip to Bali.”

Posted 2 months ago

Dear Tez & Di, thank you so much for sharing your positive experience with us. We are sorry to hear about the unexpected closure of the resort you had originally booked in Nusa Dua, Bali. We understand how disappointing and devastating this news must have been for you. However, we are glad to hear that our team members, Lauren S and Riley L, were able to assist you in finding alternative venues that matched your pre-paid flight dates and provided similar benefits. It's great to know that you ultimately found another resort in Nusa Dua that was even cheaper! We hope that your first trip to Bali exceeds your expectations and that you will have a fantastic time!

Posted 2 months ago

“Kirsty B made us happy with her professional, caring approach. She dealt with a couple of problems in an efficient way that gave us confidence in what we were doing. She didn’t fail to get back to us with answers to our questions and concerns. She was reassuring in the way she handled the whole process of booking all aspects of our trip. Thank you, Kirsty. You helped make our day”

Posted 2 months ago

Dear Monte, thank you so much for your amazing 5-star review! We're thrilled to hear that Kirsty B provided you with a professional, caring approach and efficiently resolved any problems that arose. It's wonderful to know that she responded promptly to your questions and concerns, making you feel confident throughout the booking process. Your gratitude towards Kirsty has been noted and we'll make sure she receives your heartfelt thanks.

Posted 2 months ago

“They stopped caring if it meets the criteria for a luxury offering As a customer for over 5 years with numerous Luxury Escapes trips, this year's choice, Ayodya Resort Bali, has turned into a nightmare. The purported 5-star hotel falls short of even a 3-star rating. The all-inclusive package excludes a multitude of meals and drinks. The aged hotel exhibits poor service with impolite staff. The food quality is subpar, leading to food poisoning. It's disheartening to witness a holiday turn into a massive disappointment. It appears Luxury Escapes has ceased to care or check the quality of their partner packages.”

Posted 3 months ago

Hi Maryna, We sincerely apologize for the disappointment you are experiencing during your stay at Ayodya Resort Bali. Your concerns regarding the exclusion of meals and drinks, subpar food quality, and impolite staff behavior have been taken seriously. We have already initiated an urgent investigation (Case: 03389539) to address these issues promptly, we will flag this with our support team to ensure this is being looked into as a matter of priority. Our support team will contact you soon to discuss your experience further. Your feedback is crucial to us, and we are committed to rectifying the situation and ensuring better service in the future. Thank you for your understanding and continued trust in Luxury Escapes. Kind Regards, LE

Posted 3 months ago

“Natasha K was very efficient in arranging correspondence from one of luxury escapes suppliers for my upcoming trip.”

Posted 8 months ago

Thank you so much for your 5 star rating of Luxury Escapes, Sue! Natasha is the best and we will share this with her and the team.

Posted 8 months ago

“Tamil R was extremely helpful with two previous luxury escapes bookings. One that had to be cancelled because of surgery and a credit given and the other where a letter was provided for insurance purposes because of a cancelled flight.”

Posted 11 months ago

Thank you for this 5-Star review Andrew! We will share this with the team.

Posted 11 months ago

“Wonderful customer service Thank you Bella M”

Posted 1 year ago

Thank you so much for your positive review, Brett! We are ecstatic to hear that our luxury escapes exceeded your expectations. We appreciate your feedback and strive to ensure our customers receive wonderful customer service. Thank you again! -Wonderful Customer Service, Bella M

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

“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

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Luxury Escapes is rated 4.9 based on 3,781 reviews