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

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

English

“We have previously used Luxury Escapes (LE) to book accommodation and have been very happy with the quality and value for money of the product offered. Based on this, and recommendations of friends who have travelled with LE on (other) tours, we decided to book the Ultimate Japan Tour. Rookie mistake to assume that the ‘Luxury’ in their company name aligns to luxury in their tours. LE promised us ‘handpicked hotels to ensure comfort and rest’ but unfortunately delivered tired, old, dirty tourist standard hotels with poor quality beds and breakfasts, and in locations away from desirable tourist/dining options. This accommodation negatively impacted the whole experience. The shining light on our tour was Miki, our delightful, and extremely helpful guide. Whilst she may have had ‘extensive local knowledge’ it is not always possible to share this with a group of 21 whilst seeing crowded tourist attractions. We expected to learn about the history of the land and its people, but this did not occur (although some limited material was posted on Google drive). Additional information should have been provided by LE (probably prior to tour commencement) regarding how and where to spend free time in each location allowing for a wider discovery of the area. Suggested dining choices provided by the hotels were inaccurate. I understand that Luxury Escapes could not secure seats including luggage on the bullet train, however it was ridiculous that we were without our belongings for 2.5 days. Luggage transfer from Kyoto to Okayama is approximately 3 hours and from Kyoto to Hiroshima 4.5 hours (according to Google Maps). I believe our tour cost should have covered this additional timely transportation expense. I’m sure that Japan ‘specialists’ have done this particular tour but I encourage someone to do it again as time allowances at attractions did not align with participant expectations eg a one-hour-forty-minute bullet train ride was the only activity planned for Day 9 yet the expectation for Day 10 was that we would see the Atomic Bomb Dome, Peace Memorial Park, Hiroshima Peace Memorial Museum, Miyajima Island and travel in the bus for 5 hours. Our thanks to Miki for allowing us the flexibility to move activities around. Luxury Escapes has recently launched a new ‘Luxe’ product. Is this just a marketing ploy to get Australians to pay more? Was our tour expectation now considered Luxe? Not good enough.”

Helpful Report

Posted 8 months ago

Hi Alison, Thank you for taking the time to share your detailed feedback on your recent Ultimate Japan Tour. We're truly sorry to hear about the issues you encountered with the accommodation and itinerary. We're glad to hear that Miki was a highlight of your trip and was able to offer flexibility despite the challenges. Please rest assured that we will escalate your concerns, including the accommodation standards, itinerary scheduling, and luggage issues, for further review with our tours team to ensure improvements are made for future tours. Thank you for bringing these matters to our attention. Kind regards, Luxury Escapes

Posted 8 months ago

“The advertised Luxury Escape got our attention: “Ultimate Japan 2024 Small-Group Tour with Mount Fuji Stay & Kyoto to Hiroshima Bullet Train.” The max 12-persons small group & Onsen Resort stay with views of Mt Fuji sounded very appealing, so we took the bait! However, about 2-months out from the tour we received an e-mail simply stating that some of the advertised hotels had been changed. Investigation revealed the name of the tour had also changed to “Ultimate Japan with traditional Onsen stay & Hiroshima Bullet train.” Concerned that the words ‘small group’ & ‘Mt Fuji stay’ were no longer in the title we dug further. We discover that the Mt. Fuji Resort stay had been changed to a crappy ‘traditional’ Onsen in Kofu & several other hotels had also been downgraded from 4-star, to 3-star. We later found these rooms to be pokey, smoky, with bedrock mattresses & in some cases dodgy a/c units. We sought an explanation from Luxury Escapes. They advised ‘some hotels had been changed following complaints about sub-standard accommodation’. Like us, you might ponder how downgrading accommodations even further would satisfy these complaints? The downgrades certainly reduced LE’s costs by around A$700 per couple (as per our price comparisons - booking.com 24/5/24). As far as the ‘small group’ was concerned LE were evasive stating that “it still appeared to be a small group tour.” This was blatantly untruthful & we soon discovered numbers had been doubled to 24-persons! Likely two groups combined. There is a lot more we could say, but you get the picture. In the past we enjoyed some great travel with LE, so it was disappointing to experience how far this former trustworthy travel icon has fallen. Budget Escapes!”

Helpful Report

Posted 9 months ago

Hi Macca, thank you for sharing your detailed experience with us regarding the Ultimate Japan 2024 Small-Group Tour. We're truly sorry to hear about the changes and how they affected your experience. Your feedback is invaluable, and we want to assure you that we take these matters very seriously. We will escalate your concerns for further review to ensure we address these issues and improve our services. Your past positive experiences with us are important, and we're committed to making things right. Kind regards, Luxury Escapes

Posted 9 months ago

“Not good we had a problem with the Sofitel hotel in Dubai !! For being overcharged and they just closed our case !! also other people have been overcharged as well !! Not good customer service”

Helpful Report

Posted 10 months ago

Hi Jane, thank you so much for taking the time to share your feedback about your recent experience. We regret to learn about the issue with the overcharges and we apologise for any inconvenience or frustration this may have caused. We will be investigating this matter further and will provide an update via your email case: 03726632 once there is an outcome. Kind regards, Luxury Escapes

Posted 10 months ago

“How about "Ordinary or Average Escapes" - that would be closer to the truth! My wife and I just returned from a 12 day Ultimate Japan Small Group Tour with Luxury Escapes, and it can only be described as disappointing! It was advertised as a 4 to 5 star hotel tour with "a passionate expert English-speaking tour guide". Only one night could be described as a 4 to 5 star hotel; the rest were barely 3 star. Few even had a bar - those that did, the bars were closed on the day we were there. Our guide spoke perfect English as he was born in Hawaii, but apart from the nightly emails sent advising what we were visiting the following day, there was not much additional information given. Our group nicknamed him the "gazelle" as he more often he went way ahead of the group once we left the coach and older members had trouble keeping up with him. Never did he give continual commentary of what we were looking at. We passed many groups who had ear-pieces as they listened to their guide explain the local customs and the history of the areas visited - not us! When he was asked him to step in and support us, he either stepped away with no comment, advised he wasn't there to help, or simply said "no!" I complained to Luxury Escapes Support team via email at day 4 and received an auto response advising I would be contacted within 72 hours. 4 days later I emailed again advising they obviously weren't taking my complaints seriously. Their almost immediate response was they were busy dealing with other issues but would get back to me shortly. On day 10 day of the tour I emailed again after nothing had changed (thinking they had had time to fix the issues raised on day 4) and was told they were working on it. Later that day we received an apology plus $500 cash refund and $1000 LE credit each. My wife and I would have preferred the problems fixed - 4 to 5 star accommodation as advertised, and a tour guide that looked after us and engaged with us - that's what we paid for. The compensation was adequate, but that was not the point - we gave them ample time to fix the issues. Compensating us simply admits they didn't do as advertised and ruined out trip. The only reason I gave 2 stars was the coach was a full size coach (as promised) with only 19 on the tour, so there was plenty of room to spread out. The coach driver was brilliant. And the sights, sounds and food of Japan were amazing. Having said that, the 7 course welcome dinner was a joke - one course was a chicken wing each, another was a slice of pizza - the food didn't get any better that night. One couple walked away in disgust. Luxury Escapes had an opportunity to fix the issues I raised (as did at least one other party) on day 4, but they chose to do nothing. As such, I would never use a Luxury Escapes tour again! Average Escapes should be their name!”

Helpful Report

Posted 1 year ago

Hi Andrew & Lisa, Thank you for taking the time to provide such detailed feedback on your recent Ultimate Japan Small Group Tour. We are truly sorry to hear about the disappointing experience you and your wife had. This is not the standard we strive for at Luxury Escapes. We sincerely apologize for the shortcomings you described regarding the accommodation, tour guide, and lack of responsiveness to your initial complaints. We understand how these issues impacted your trip, and we deeply regret that we did not meet your expectations. Your feedback is incredibly valuable, and we will be passing it on to our team to review and address the issues you faced. We are committed to improving our services to ensure that future experiences align with the high standards we aim to provide. Thank you again for bringing these matters to our attention. We hope you will give us another opportunity to demonstrate the true quality of a Luxury Escapes experience. Kind Regards, LE

Posted 1 year ago

“Great overseas deals. Luxury Escape sends me regularly... But useless to me as does NOT cater for Single/Solo travellers, unfair !”

Helpful Report

Posted 1 year ago

Thank you for sharing your thoughts with us. We appreciate your feedback regarding the limited options for solo travelers in our overseas deals. Your input is valuable to us, and we apologize for any inconvenience you've experienced. We're committed to making our offerings more inclusive. We're actively working on expanding our solo traveler options, and your feedback will help guide us in that process. If you have specific preferences or destinations in mind, please reach out to our customer support team

Posted 1 year ago

“I am Unable to cancel Jetstar flights as I would not get a refund. Apparently due to the Terms and conditions of the airline which are pages long for anyone to read. When logging into the Jetstar website and adding my flight reference the message “ cannot cancel flights as booking is via a travel agent, which is Luxury Escapes. I booked the flights and accommodation thru the Luxury Escapes website. While making the booking flights there was no mention of cancellation and refunds policy for flights. Disgraceful, no wonder Jetstar and Qantas are in the doldrums at the moment and hearings commencing on the refunds by Qantas / Jetstar by the Senate.”

Helpful Report

Posted 1 year ago

Hi Arun, we're sorry to hear that you have had issues with your Jetstar flights. We can see that our Flight Support team did contact Jetstar on your behalf to see what options you had and unfortunately, you were on a non-refundable ticket. They did give you options to change the date of your ticket but we understand that this may not have been an option for you. The cancellation policy information for flights is available at time of booking via our website before the purchase is completed. This is under the fare rules for your chosen flight but we're sorry if this was not clear for you. We will pass on this feedback to our relevant Luxury Escapes teams to see if we can make this more clear at time of purchase. Kind Regards, LE

Posted 1 year ago

“I would like to praise Brooke for her assistance in paying our balance for our intended trip. She was very friendly and very helpful when we had trouble doing so by your website. Ken Nicholson”

Helpful Report

Posted 2 years ago

Thank you so much, Ken, for taking the time to provide us with your feedback. It means a lot to us. We truly appreciate your kind words about Brooke and her fantastic support. We noticed that you have provided a 2 star review - was there anything further you were needing assistance with?

Posted 2 years ago

“It was extremely hard to get in touch with luxury escapes to modify my existing booking. You advertise that there is a chat service with WhatsApp. This no longer works. I called and left two callback requests and it took two days to respond. I also tried emailing (twice) with still no reply. When I finally got into someone in a callback, they couldn’t help me on the spot and needed to get back to me. Four days later when I hadn’t received any response, I had to go through the process again of requesting a callback. This time it only took 24 hours to reply. This review is in way critical of Gavin who was very pleasant and actually got my issue sorted.”

Helpful Report

Posted 2 years ago

Hi CJ, thank you for sharing your review. We are very sorry to hear that you had difficulty reaching our support team. The team are busier than usual at the moment which has resulted in delayed callbacks - and are working on this to ensure our members are receiving that 5-star service we strive for. It's great to see that Gavin was able to get your issue sorted in the end.

Posted 2 years ago

“Room air conditioning set to winter could not be changed to cool. Too hot to sleep. Very disappointing. Mini bar was right one beer to share with two people.”

Helpful Report

Posted 2 years ago

Hi Donald, sorry to hear that you had a disappointing stay at Bannisters Port Stephens. We will pass on this feedback to the property directly so they can investigate where improvements can be made.

Posted 2 years ago

“Hotel Ok if a little dated. Staff Excellent, breakfast Ok. However I twice, by email, asked for a tax invoice for the payment so that I could claim the Vic Gov's subsidy. Silence. Subsidy has now finished. Not happy.”

Helpful Report

Posted 3 years ago

Hi Andrew, thank you for sharing your review, and sorry to note your disappointment. Our support team receives an influx of calls and emails daily and we apologise they did not get to you in time. We will pass on your feedback to the team to further improve our processes. Kind regards, Luxury Escapes

Posted 3 years ago

“For reasons beyond my comprehension after booking my Chateau Elan get away in conjunction with our friends it was cancelled, I didn’t even notice till a week ago Chateau Elan said they have run out of allotted luxury escapes rooms for that date ( 3-5 may) so we can’t go and all other bookings in Newcastle will have to be cancelled. To say that we are very upset is a vast understatement I believe all efforts by luxury escapes to resolve this have in my eyes been lacking I also have holidays at the end of the year with luxury escapes and this event has thrown these into serious doubt Sincerely Ross Pascoe”

Helpful Report

Posted 3 years ago

Hi Ross, we are very sorry for the experience you've had. We have escalated your case to our support team to investigate and get in touch with you directly (case ID: 02261527).

Posted 3 years ago

“We are into our stay at QT Gold Coast. Our first booking with luxury escapes. The package sold as a ultra lux stay. Although it has a nice view it’s a very dated & tired room. The curtains are filthy , mould in the bathrooms, old tatty furniture. Not even close to “luxury” Hugely disappointed”

Helpful Report

Posted 3 years ago

Hi Craig, Thank you for reaching out and providing feedback. We are so sorry to hear that you did not enjoy your experience at QT hotel in Gold Coast, this certainly is dissapointing to hear We will investigate this further and follow up with you via email once we have any update Kind Regards, LE

Posted 3 years ago

“Booked accomodation, flights and insurance found out insurance was no good, cancelled OK.Return flight cancelled by Jetstar was unable to contact LE 140th in cue then 200th. Luckily got a understanding Jetstar agent who altered flight less two days. Contacted by LE on 5th day, agent said they would amend booking and refund two days.It was not until Will B made contact that I got any progress,in the end I didn't get a refund but a credit note I suppose better than nothing. Not good business sense. Will not recommend LE but thank Will B for his for his help Fred O Bryan”

Helpful Report

Posted 3 years ago

Hi Fred, Thank you for taking the time to reach out and our sincerest apologies for the experience that you have had here. We will certainly take your feedback on board and pass this on to all relevant departments and look at where improvements can be made to better the overall experience. Kind Regards, LE

Posted 3 years ago

“I have a booking in this April, my booking is included return flight from Male to Hotel. Im trying to contact with the hotel last couple days, however, there is no response. I don't know what to do. I already booked the flight from US to Male. My vacation is coming soon 18th April. please help.”

Helpful Report

Posted 3 years ago

Hi Steven, thank you for reaching out and apologies for the delay. We will escalate this for you and a member of our support team will reach out via case 02430876

Posted 3 years ago

“Basically a disappointing experience. Bought a voucher in November 21 for a hotel in Bali, highest room category, which i then tried to reserve in January 22 (while the country is still closed for non quarantine travel) for spring 22, to learn that the category is not available in April, May, June, July, August, September and October and most of 23. Sorry??? I then had to settle for a lower room category, which for teh same dates costs € 650 on Booking.com (without lunch and transfer though) while I paid € 1.077 and received a credit of € 130. Maths is easy, I think... Customer Agent Lychota was quick and friendly though. My recommendation: be very careful with LE vouchers when dates are not fixed.”

Helpful Report

Posted 3 years ago

Hi Andres, Thank you for reaching our and apologies for the experience you have had. We will reach out via your case you have with us to follow up on the payment differences. Unfortunately regarding the avaliability this aspect is out of our control and we can see Lychota did her best communicating with the property. Kind Regards, LE

Posted 3 years ago

Luxury Escapes is rated 4.9 based on 3,878 reviews