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

English

“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 1 week 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

“Wasn’t a Luxury Tour, stayed at better hostels than the hotels we were staying at. Tour very outdated and not current. Felt like I was on a year 6 school excursion again! No free time just stuck on a bus from 8am to 8pm, lunch and dinner was mostly at the Road side service stations. Customer service is even worse when trying to speak to a team member they say they are available to speak 24/7 but don’t respond back and if they do respond they advise they will be in contact shortly.”

Posted 2 weeks ago

Dear Sarah, thank you so much for taking the time to share your feedback on your recent tour experience. We would like to sincerely apologise for any inconvenience or disappointment you may have encountered during your tour. It is never our intention to deliver anything less than an exceptional experience, and we are sorry if we fell short on this occasion. We have escalated your details to our support team for further review and a team member will be in touch directly as soon as they can to address your concerns. Kind regards, Luxury Escapes

Posted 2 weeks ago

“Booked an accommodation for Hoxton in DTLA, when we went to check in they told us they didn't receive any payments from Luxury Escapes so we had to make the payment again. On the listings, it also said breakfast bag was included but it wasn't communicated with the hotel so we ended up missing out. Tried contacting the support chat to resolve the issue but even though they said it was "escalated" I haven't heard anything back for 2 weeks.”

Posted 1 month ago

Hi there, thank you for taking the time to share your feedback about your experience at Hoxton in DTLA. We are sorry to note the inconvenience and frustration you faced during your check-in. We understand how important it is to have a seamless payment process, and we apologise for any confusion or inconvenience caused by the lack of communication between LE and the hotel. We will investigate this issue to ensure it does not occur again in the future. Furthermore, we are sorry for the miscommunication regarding the breakfast bag and the delay in our support chat response. Two weeks is certainly not the level of service we aspire to provide. We will look into your case urgently (03516739) and reach out to you directly with an update. Kind regards, Luxury Escapes

Posted 1 month ago

“Disappointing, the luxury escape 7 day package was not as portrayed on site. Room was equivalent to more a 2 star hotel than 5 star hotel. View was a galvanised roof and rubbish area,not even a glimpse of pool or ocean. Booked by my husband. Have photos but unable to upload.”

Posted 1 month ago

Hi there, thank you for taking the time to share your feedback regarding your recent experience with LE. We apologise for any disappointment you may have encountered during your 7-day package. We regret to hear that the room did not live up to expectations and it is disheartening to learn that the view from your room consisted of a galvanized roof and a rubbish area, with no sight of the pool or ocean. We will review this matter further and touch base with you shortly via your email case: 03518679. Kind regards, Luxury Escapes

Posted 1 month ago

“This company is awful to deal with. I would not recommend them to anyone. They are difficult to contact, nobody seems to know what’s going on. Incompetence all round. Failed to book us on a direct flight from SA to VIC Falls so we ended up having a 1 1/2 hour travel time become a 6 hr one. We are booked to fly into one airport but itinerary says another airport so I have no idea if our transfer will be there. We haven’t been able to contact the on ground contact person for the entire 10 days we have been here. We have had to sort their incompetence out by ourselves even though we paid a premium for this trip. Spend you money elsewhere this company doesn’t deserve your custom. If I could do a NO star I would had to give it one star so I could review them”

Posted 2 months ago

We sincerely apologize for the challenges you faced during your recent experience with Luxury Escapes. Your feedback is crucial, and we regret any inconvenience caused. We are actively addressing the issues raised, including the booking and communication challenges you encountered. To assist you further, could you please provide your booking reference and names associated with the reservation? We appreciate your patience and are committed to resolving these matters promptly. Thank you for bringing this to our attention.

Posted 2 months ago

“Fooling customers by false claims. Left stranded with no response from them on a trip.”

Posted 3 months ago

Dear Roshni thank you so much for taking the time to share your feedback. We sincerely apologize for the unfortunate incidents you encountered during your trip. It is disheartening to learn that false claims led to your disappointment and left you stranded without any response from our team. We understand how frustrating this must have been for you, and we deeply regret any inconvenience caused. We are reviewing your case further and we will get in touch directly once there is an update (case 03380682). Kind regards, Luxury Escapes

Posted 2 months ago

“This company "sells" you a vacation package for cheap but doesn't explain that there are additional charges which are pretty high, such as resort fees, etc. It is not a deal. In addition, they overcharged me and I wrote and called several times and no return on the additional money paid. I couldn't even talk to a supervisor or anyone higher than the person that answers the phone. DO NOT PURCHASE OR BUY!!! Even complained to BBB and they don't respond.”

Posted 3 months ago

Dear Chris,Thank you so much for taking the time to share your feedback about your experience. We truly value your opinion and appreciate your willingness to bring these issues to our attention. We sincerely apologise for any inconvenience or frustration you may have encountered regarding the additional charges. We understand that this was not what you expected and it is certainly not the level of service we aim to provide. We also apologize for any overcharges you may have experienced and for the lack of response from our team when trying to resolve this matter. We would greatly appreciate it if you could provide us with more specific details about your experience, such as your booking reference number or any other relevant information. This will enable us to investigate the issue thoroughly and take appropriate actions to prevent such occurrences in the future. Kind regards, Luxury Escapes

Posted 3 months ago

“This company is a scam, please be very careful and stay away. What you pay and book for is not always luxury. I booked a room via this website for 4 people and turned to be over the maximum allowed room capacity. Hotel was listed 5 star however it was equivalent to a 3 star motel.”

Posted 3 months ago

Hi there, we are sorry to hear about your recent experience. We take all feedback seriously and we are disappointed to hear that your expectations were not met. This is not the level of service that we strive to provide to our valued customers. We will thoroughly investigate your concerns via your case: 03433734 and we will be in touch as soon as there is an update. Kind regards, Luxury Escapes

Posted 3 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

“The worse stay away No good”

Posted 4 months ago

Hi there, we are genuinely sorry to learn that your experience was not satisfactory. It would be immensely helpful if you could provide us with more specific details about your feedback so that we can assist in addressing the issues you encountered. Please provide a booking reference and/or email case number and we will touch base with you directly. Hope to hear from you soon. Kind regards, Luxury Escapes

Posted 4 months ago

“Don't use this company. I entered the words resort in Florida and this came up. I had no idea I would need to investigate it to see if it's an actual resort. At the price, almost three grand for the week, I didn't question it before a resort. It's a hotel. The hotel actually agrees that I should get my money back for it being not what I expected and luxury escapes just wants to give me a credit even after refunding the hotel. I don't wish to use this company again and now I'm stuck. They should give you a refund if the venue is willing to refund. Actually had the hotel manager contact them to try to make it happen and they refuse to give me my money back. Horrible experience. I wanted to bring my new fiance to a resort as a Christmas present and they ruined my christmas.”

Posted 4 months ago

Hi Jared, Thank you for sharing your review. We understand how disappointing it must have been to discover that the property was not as you expected. We apologise for any confusion or inconvenience caused by the property not being a resort as you had hoped. We handle all refund inquiries in accordance with our terms and conditions and we will certainly look into your case further. We will touch base directly via email once there is an update (case: 03383575). Kind regards, Luxury Escapes

Posted 4 months ago

“I had a terrible experience. Their “free cancellation” is not free at all. In their website they say that it is full refund, but the insurance is not. And this is not clear on the website when you book your accommodation. I lost 500 dollars because of this. I don't recommend this website at all.”

Posted 6 months ago

Hi Alexandre , we apologise for any confusion regarding our free cancellation policy. While we do offer free cancellations, as stated for your particular booking, our insurance policy does have certain terms and conditions. We would like to clarify that refunds are available within 14 days of purchase if there are no pending claims. This information is mentioned in the policy cover available at the time of booking. If there is anything we can assist you with regarding your insurance policy, please do not hesitate to reach out to our support team. We wish you all the best in your future travels.

Posted 6 months ago

“confusion over double booking inclusions ..only one voucher sent....katja h was so helpful and sorted the problem out very quickly..top service”

Posted 6 months ago

Thank you so much for taking the time to let us know about your experience with Luxury Escapes. We really appreciate the feedback. We see that you have provided a 1-star rating and would love to know how we can make things better. Is there any way we can improve your next experience with us? Please don't hesitate to reach out - we would be more than happy to help!

Posted 6 months ago

“Booked a non refundable booking and found out not a week later that the hotel is offering the same for 2k cheaper. Best price guarantee was not applicable because 1. Non refundable booking - what ?!? 2. Only applies to NON Lux or ultra LUX collection - what?!? Totally understand if it’s a few hundred difference but 2k for a 7 night stay is just a joke.”

Posted 6 months ago

“I have not been on my trip yet but I am very disappointed with their customer service. I have sent them several emails, countless phone calls and received emails back from them advising that they will be in contact within 72 hours. My first contact with them was on 7 September 2023 and I still have not heard from them. My enquiry was a simple one and should have been answered within the 72 hours. Not happy Jan. I hope I will get a response after this review. They will have a record of all the times I have contacted them.”

Posted 7 months ago

Hi Margaret, Thank you so much for taking the time to reach out and let us know about your experience We are sorry for the customer service you have received so far, this certainly does not meet the high standard of support we expect for our customers. We have located your case details and will escalate this urgently - you should hear from our team shortly. Kind Regard, LE

Posted 7 months ago

“Awful customer service, you have to call them every single day for a response, they never follow up, and they use many layers of third parties to book their reservations so they actually don’t have control over anything. I’ve never felt so much regret in my life for choosing this company. I’m out a great deal of money because of a family Emergency and all they’ve done is bring more stress to the situation. Avoid at all costs.”

Posted 8 months ago

Hi there, we are sorry to hear that your experience was such a disappointment. We have escalated your case for further review and someone will be in touch via email for further updates. Kind regards, Luxury Escapes

Posted 8 months ago

“I made a booking mistake in regard to dates and requested my booking be changed. Luxury Escapes did this quite quickly and I received a phone call from Brook, a very efficient and helpful person, confirming the change to what I wanted. Much appreciated Luxury Escapes and Brook! Ivan Gregory”

Posted 8 months ago

Hi Ivan, thank you for this review of Brooke's amazing assistance! We can see that you put just 1 star on this review. Are you able to modify this to correctly reflect your kind words about Brooke? Thank you, Luxury Escapes

Posted 8 months ago

“Worst company to deal with every! I had to go to hospital and instead of moving our travel dates, this terrible company just said 'you are welcome to stick to your original dates or lose your money'! Yeah, I will bring my hospital bed there! I hope this warning helps others to not get stuck with a company like this and make sure you never use them!”

Posted 9 months ago

Hi Matthew, Thank you for your review although we're sorry to hear it is under these circumstances. We have since spoken to our support team who have advised they were able to offer you a voucher to book at a later date. We're so glad that the support team were able to get a favourable outcome for you in what would have been a stressful and worrying time. Kind Regards, Luxury Escapes

Posted 9 months ago

“The worst company to deal with. I would warm everyone to not buy any of their 'deals' They scammed us”

Posted 9 months ago

Hi Matthew, we're sorry to hear this as we always strive to give the best possible escapes and experiences to our customers. We would like to look into any issues you have had. Can you please send us a message with your booking reference and contact details so we can investigate? Kind Regards, Luxury Escapes

Posted 9 months ago

“Hi i was very happy wit the excellent service given after my request about airport pick up we have booked through Luxury Escapes several times and are so impressed with the offer in Bali Grand Hyatt and the whole Package your staff are excellent and very cheerful and very helpful Ian and Kelly Macleod”

Posted 10 months ago

Hi Ian, thank you for taking the time to leave a review. We are so happy to see that you recieved excellent support and hope you are looking forward to escaping to Bali! We noticed that you provided us with a 1-star, was there any particular reason for this?

Posted 10 months ago

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Luxury Escapes is rated 4.9 based on 3,781 reviews