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

English

“Natasha k, was very helpful and professional, not only did she make a follow up call to see if I was still considering canceling my package due to a family member close to passing but she also called immediately the following day after receiving my email to cancel my booking just to clarify as it was a group booking but only my husband & I cancelled. It’s wonderful to see that some people still care about customer service”

Posted 6 months ago

Hi there, thank you for this review of Natasha's great customer service during a difficult time for your family. We will share this with the team.

Posted 6 months ago

“I have just returned from the 15 day Korea and Japan Luxury Escape.It was enjoyable but there was a serious lack of luxury.Tomato Travel is the company who ran our tour.Most hotels were 3 stars and a lot of the time we were travelling on a bus with 32 fellow travellers.Some bus rides were 5 and 7 hours long- a lot of sitting.Our Korean guide was efficient but unfortunately our Japanese guide was not.The one day in Tokyo was very disappointing- a look at The Statue of Liberty for an hour,, aview from an observation tower, a temple and then a non functioning fish market.Sadly the tour did not get near a beautiful Japanese garden.Fortunately I had previously visited Tokyo.”

Posted 11 months ago

Hi Barbara, Thank you for sharing your review. We are glad that the tour was enjoyable, however, we are sorry that it did not live up to luxury expectations. We appreciate your feedback as this will enable us to monitor and improve our service and products. Kind regards, Luxury Escapes

Posted 11 months ago

“My review is bad and good . I have been a long time customer of Luxury Escapes and have had wonderful holidays. My last booking I had a problem getting any dates and I spoke to Nicole who put in a request and I never heard back from her (72 hrs was the timeline) . So 9 days later I phoned again and Tammie R helped me with my booking. She actually made the enquiry and helped me with a credit as my dates were not avaliable. Tammie went above and beyond with call back service . Thanks Tammie R .”

Posted 1 year ago

Thank you so much for your feedback, Vicki! We really appreciate hearing that you have had wonderful holidays through Luxury Escapes. We are sorry to note that there was a delay in getting back to you regarding your request. However, we are pleased that Tammie went above and beyond to assist and provide a suitable outcome for you. Kind regards, Luxury Escapes

Posted 1 year ago

“The staff are obviously working like one armed paper hangars so they do take a little time to reply to email BUT once you have someone to talk to they are wonderful. Thank you Sina L, Jennifer C, and Portia D. All issues were resolved.”

Posted 1 year ago

Hi there, thank you for your feedback. We are currently in the process of training more staff to deal with the high volume of enquiries at the moment. The team certainly are wonderful!

Posted 1 year ago

“This is a review regarding Luxury Escapes only… and only for our last trip. We have just returned from Ayana in Jimbaran. It was our most expensive Luxury Escapes trip to date. We have always found the people on the phone and Luxury Escapes to be very helpful. However before Covid, your call would be answered within a few hours. Now it’s 24 hours plus which does not help if you have a problem at your holiday destination. Our transfer from our overnight airport hotel to Ayana never arrived. A return transfer from Ayana to the airport last night was never considered by us because we didn’t trust the transfer company. We had no contact number to call the transfer company, although the transfer company had our mobile number. (We received no call from them.) Before we left for the trip, I spent many hours getting in touch with a Luxury Escapes representative who assured me we would be picked up at our airport hotel instead of the airport, the day after our very late night arrival in Bali. This was totally wasted time for me…. as well as the time wasted waiting for a transfer that never arrived. We have booked many holidays through Luxury Escapes but I’m reconsidering future choices simply because there now is no “fast” contact when you need it.”

Posted 1 year ago

Hi Leonie, Thank you for your review and taking the time to leave your feedback - much appreciated as this helps us understand where we are doing well and where improvements can be made. We will pass this feedback on to all relevant teams within LE so they can investigate further. We are also aware of the longer wait times and our support team are in the process of making changes to hopefully make this aspect much better Kind Regards, LE

Posted 1 year ago

“The Pullman is old and tired. Maintenance on the rooms is not evident. Power points are loose or not working, sink plug not working, toilet leaking onto floor. The air-conditioning is diabolical. The walls and bedding are constantly wet and the rooms smell of mould. There are notices in the rooms stating that the air-conditioning should not be set above 22 degrees otherwise condensation will appear. Most people in the hotel have complained about the air-conditioning and some (including us) have been moved to "dryer rooms". Our new room is one of their best suites and although much dryer than the previous room, the facilities in it show the same lack of maintenance. The staff are absolutely first class and must be commended for their efforts and attentiveness given that they can only deliver what they are given to work with and one could not ask for anything more from them. LE have advertised the venue as a 5 star facility, but given the current conditions here we would consider that rating to be false advertising and it should be re-rated to a 3 star facility.”

Posted 1 year ago

Thanks for the 5-stars - we are pleased that your experience was an amazing one!

Posted 1 year ago

“Not as efficient or professional as normal . Lacking in ideas and overall interest. Products getting less interesting nor competitive.”

Posted 1 year ago

Hi Anthea, thank you for sharing your review. We want our customers to have 5-star experiences and sorry this was not the case for you overall. We will take your feedback on board as we are continually committed to improving the products we offer and the services we provide. Kind regards, Luxury Escapes

Posted 1 year ago

“Thank you Kam for all you did for us - very much appreciated”

Posted 1 year ago

Hi there, thank you for letting us know how amazing Kam was in assisting you with your booking. Can we ask why it was a 3-star review? Could we have done anything to make it a higher rating?

Posted 1 year ago

“We were actually really excited and super happy with luxury escapes and the booking etc for our honeymoon in Bali at the gorgeous Mulia. Although super disappointed when we arrived to find that our package couldn’t be fulfilled as their day spa was closed :-( our plan was to have a pampering honeymoon and were very surprised that we couldn’t have any treatments. If luxury escapes had known this (especially considering it was in our package) and let us know by better communication beforehand, I would have researched, organized and pre planned for outside treatments etc for during our trip. Having looked forward to daily massages etc it was a shame. The resort was amazing though and service, food and cleanliness all incredible.”

Posted 1 year ago

Hi Jennifer, thank you for your review. We are sorry to note that you could not utilise the spa during your stay. Please note the package information does advise that treatments must be pre-booked to guarantee availability, organised directly with the property. We have passed on your details to our support team for further review and someone will be in touch via your email case: 02770454. Kind regards, Luxury Escapes

Posted 1 year ago

“I have had many Luxury Escapes and I have been happy with the majority. Luxury implies something special however our stay in Brisbane was not particularly special. The accommodation was good but we were promised a wine and chocolates which weren’t in the room and so we went down to the front desk to get them. The wine was definitely not luxury and I wonder if including such poor quality (available for less than $10 at BWS) is only harming the LE brand. The wine was undrinkable and ended up in the sink. The room was not serviced in the 3 nights we were there - not luxury - and we had to ask for more towels, soap and tea at the front desk. What was great about the accommodation was the central location and we appreciated that aspect. The view was also spectacular.”

Posted 1 year ago

Hi Elizabeth, Thank you so much for taking the time to leave your feedback - it certainly helps and we will pass this on to our relevant teams to review all raised points. We really do strive to provide our members with a 5-star, wow experience across the board, whether this is the included wine, a user-friendly app/website or speaking to our support staff. We hope that your escape was full of happy memories despite the wine and room servicing Kind Regards, LE

Posted 1 year ago

“I have used Luxury Escapes the last couple of years but I am finding that it their are additional costs on certain days and they take 3 days to call you back when you try to book, then you can't book the days you want.”

Posted 1 year ago

Hi there, thank you for your feedback. Peak surcharges are applicable for some packages and we do advise this on the fine print of the package. We apologise that there were delays with getting back to you - we will pass on your feedback to the team. Kind regards, Luxury Escapes

Posted 1 year ago

“I needed accommodation to be confirmed as we were rebooking dates And on line it was pending. I waited the 72hours then rang . I was 900 in the call back so I rerang 3 times over the next week as no confirmation email happened. Got a call yesterday and follow up today and dates confirmed. Staff great and helpful BUT over 10 day wait??”

Posted 2 years ago

Hi Jacqueline, we do apologise for the experience that you and many of our members are currently having when it comes to getting through to our support team. We are defintiely aware that it is not ideal and do have plans in place to improve this as best we possibly can. We are happy to hear that the team have been helpful when you eventually got through

Posted 2 years ago

“The packages are great but getting in touch to change bookings because of the flooding was practically impossible. I must say Jennifer and Jessica are both absolutely amazing in customer service”

Posted 2 years ago

Hi Melissa, thank you for sharing your review. We are sorry you had trouble reaching us, however, glad to know that both Jennifer and Jessica were amazing to deal with. Kind regards, Luxury Escapes

Posted 2 years ago

“Jennifer C was very helpful today. The fact is though I should never have had to contact her in the first place. The contact was only because of an error in our booking with the hotel we were checking into. Fortunately the hotel had a room available as our booking had not made its way from Luxury Escapes to them!”

Posted 2 years ago

Hi Janeen, thank you for reaching out and apologies for the initial experience that you had with Luxury Escapes. We are happy to hear that Jennifer was able to assist

Posted 2 years ago

“Had to wait hours on the phone to get a credit - not good. Makes me reluctant to purchase from Luxury Escapes again”

Posted 2 years ago

Hi Helen, thank you for your review. We are very sorry you've had to wait long on the phone as the support team has received an influx of calls due to border restrictions. We will pass on your feedback as we are committed to improving our service. Kind regards, Luxury Escapes

Posted 2 years ago

Luxury Escapes is rated 4.9 based on 3,781 reviews