Name: Luxury Escapes
Rating: 4.86

“Case #2324821 Still have not received a response. Are you going to reimburse the parking fees of $376.92 we were forced to pay at checkout?”

Helpful Report

Posted 3 weeks ago

Hi Thomas, we're sorry to hear you’re disappointed about the parking charges. We've looked into your booking and can confirm it didn’t include parking, nor does it state that parking was included. The resort does offer parking facilities, but these attract their own fees, which are set and collected directly by the property. Our website notes that “surcharges may apply to select facilities and services,” which covers costs like parking. For this reason, we won’t be reimbursing these fees. We understand this isn’t the outcome you’d hoped for, but we hope this clarifies the matter. Kind regards, Luxury Escapes

Posted 3 weeks ago

“Junk fees; We were charged daily parking fees that were not disclosed in the promotion for our recent trip to Maui. The resort told us Luxury Resorts should have disclosed this information. After back & forth emails including a promised phone call we still have not received a reimbursement. We will be filing a complaint with the FTC and the Consumer Financial Protection Bureau. Travel companies are required to disclose parking fees upfront and failure to do so can result in penalties.”

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Posted 3 weeks ago

Hi Thomas, We’re truly sorry to hear that your experience did not meet expectations or reflect the level of luxury and VIP service we aim to provide. Your feedback is important to us, and we’d like to look into this further. Could you please provide your booking details or case number so we can assist you more efficiently? We look forward to hearing from you soon. Kind regards Luxury Escapes

Posted 3 weeks ago

“My reservation was cancelled and had I not called the hotel to help me with transportation I would have arrived and not had a room. Luxury customer service on the phone was somewhat helpful but getting someone to let me know what was happening was horrible. I literally didn't know if I had a room until a week before my trip. Luxury Escapes had no problem charging my credit card for my stay but didn't follow up to make sure that my reservation was accepted. I ended up with a downgraded room, which I did receive the price difference for but I feel the customer service part of this whole ordeal was very lacking. I also asked for help with securing transportation since I was unable to do it when I originally called the hotel because I had no reservation. I was told that you don't do that, although as I sat on hold on the phone that is one of the messages that is played repeatedly on your phone message. Super disappointed with this service and will definitely not renew this membership once it expires. I went against my better judgement to join it in the first place and it ended up biting me in the .....”

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Posted 3 weeks ago

Hi Jan, thank you for taking the time to share your experience. We’re truly sorry to hear about the issues surrounding your reservation, room downgrade, and the difficulties you faced with communication and support. This is certainly not the level of service we aim to provide. We’ve passed your feedback along to the relevant team for further review and have noted your concerns under Ticket #2267945. A team member will be in touch via email to follow up with you directly. We genuinely regret the inconvenience this caused and appreciate you bringing it to our attention. Kind regards, Luxury Escapes

Posted 3 weeks 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”

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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

“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.”

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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.”

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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

“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.”

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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

“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.”

Helpful Report

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

“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.”

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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 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.”

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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

“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

“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

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