Reviewer Photos & Videos
Sad to say we are disappointed.
We booked our honeymoon packages with luxury escapes for a few months ago. This was our first time booking with luxury escapes and we were so excited. We had loads of recommendations for the company. After the pandemic broke and we were unfortunately unable to go on these trips which resulted in us receiving credit after many emails being sent with no reply for a long time. We understand how busy you would have been so we looked past it. At first we could change the dates but we are expecting our first child so this didn’t work for us. As time ...has gone on and the world being stuck in this pandemic which is severely affecting so many people including our own financial state which we have no control over at the moment. We have requested for a refund as we have no idea when we could possibly travel in the foreseeable future and to be honest we would not feel comfortable doing so even if we were in a good financial state. Luxury escapes replied to us quickly but have declined this refund and stated we cannot receive it. We are disappointed as we know of other friends and family who have received refunds but we cannot? We would really appreciate being able to receive a full refund of our money. Getting our funds back would mean the world to us especially in these desperate times we could really do with having it back please as I’m sure you can understand our situation. Can someone please look into this further and make an exception as others have received please. Thank you so much. We hope to hear from you soon and will continue to contact you regarding our refund that we hope to get. Lauren Mutch
Excellent service and honored refund Policy
In March 2020 I made a booking with Luxury Escape for a stay in a Sydney hotel for September 2020.
Unfortunately due to COVID19 the hotel could accommodate the booking (as the hotel was hosting international travelers my booking would have been moved to an alternative hotel - which wasn't of equal 'value' and quality). I contacted Luxury Escape in July and received a prompt reply from Tayla with the offer to provide a credit for the purchase.
I appreciate the offer however I instead asked for a full refund as per the Luxury Escape Refund Polic...
- Verified customer
My City Scape
I booked a weekend in the city. I cant believe how easy it was to do, the assistant was very pleasant and helpful,and I was given wonderful options being as we are in uncharted waters regarding travel I fe e l confident and reasured there will be no problems down the track.
Have done numerous Luxury Escapes...
Have done numerous trips with Luxury Escapes and always been extremely happy with every aspect from start to finish. LE have also been very flexible in these COVID times which gives me even more confidence in booking with them. Special thanks to Sidonie & Harry for providing us with great service yet again.
After getting no response I decide to call and spoke to Nicole. I explained my hardship to her and she understood my situation and was helpful in escalating my case to the management. Received a call from Thomas and after some explanation about my situation. Thomas was very understanding and was very sympathetic to my current situation. Thomas managed to give me the full refund and I am happy to say that the amount has been credited back into my credit card after 2 days.
We have another holiday under my husband name and he has been trying to ge...
Unprofessional and unethical
Have been dealing with Allison trying to get a refund for a Maldives package that we can no longer go on due to covid restrictions....at no time have we been able to come to a resolution to obtain a refund with this company...we were led to believe that the only option was a credit lasting 12mts so rebooked for March 2021, costing us an additional $2000.00...travel insurance is unobtainable until the Government gives the all clear that International travel is safe once again, clearly pre covid International travel will not commence before that ...time...LE are now offering 24 mts credit,totally unacceptable...once they get their clutches on your money they find every excuse in the book to keep it...the Hotels/Resorts are not paid by LE until the day of arrival so they want to hold your $$$ for 24 months!!!! Luxury Escapes obviously pick and choose who they give a refund to....you can read these stories on Facebook page Luxury escaped us
Thank you Bronwyn and LE!
Bronwyn was absolutely fantastic at responding to my questions and concerns and offered a solution that worked incredibly well for my family in these times of uncertainty.
So appreciative of such amazing customer service!
Trouble free change to booking
Phoned yesterday - so disappointed to have to change our plans to Mt Lofty House to celebrate my husbands birthday for 6 of us due to work related covid 19 travel restrictions - however Fretzie was so professional & quick to sort everything for us no problems at all. Many thanks you are a credit to the Luxury Escapes Team.
Customer Service Above and Beyond
I had issues with locating a credit I had received for a COVID 19 cancellation and I spoke with Anthony today to help me out. I found Anthony not only to be he helpful in locating my credit, but also super polite and friendly. What impressed me most was how calmly he dealt with my query in times that would be very stressful for anyone in the travel indusrty.
Excellent service from Isabel at LE
Contrary to the current media coverage in relation to some service providers in the travel industry I was fortunate enough to be able to deal with Isabel at Luxury Escapes. Isabel did not stone wall me and assisted me in coming to a very satisfactory solution to my problem. There was always efficient ,timely and clear communication from her as we worked through the issues that needed to be resolved and were brought o a conclusion with which I was more than satisfied.
Great service. Erin was very helpful and quick to resolve our issue. Thankyou.
Issue resolved quickly within an hour of getting through and no problem changing our dates after the border was being closed once again during this difficult period. Thanks again Well done
Spoke to Erin today concerning my up coming holiday. Erin was courteous, well informed and able to put my mind at ease concerning cancellation because of the current pandemic. I was more than happy with the level of service received this afternoon.
Great Service from Wendy in a complex situation
Recently I had reason to deal with Luxury Escapes to sort out a booking which had to be amended due to a series of very complicated events. I cannot speak highly enough of the service I received from the Team Leader Wendy Foerster. Wendy was able to think outside the square to sort out my dilemma, and her professionalism and can-do attitude was second to none. I was very grateful to encounter such great service and would not hesitate to recommend Luxury Escapes.
Failing to give refunds
Luxury Escapes refused the last $3800 of our refund until we lodged an NCAT claim. They ignored all correspondence until the hearing was imminent and then gave us our money. Never Again.
Thank you Vicki for you help this evening securing our booking for the wedding we are attending next year in the Hawkes Bay. We are staying at Amuri Villas. Thank you Luxury Escapes for having such 5 star accommodation available on your web site perfect timing !
Very flexible and helpful
I have booked a holiday to Uluru during these covid times and had the unfortunate occurrence of flight cancellations. Luxury Escapes has helped me quickly and unquestioningly with the multiple times I have had to call them and change my dates. The staff are very helpful and go to great lengths to make your bookings as easy as possible. I would highly recommend this company.
Great holidays and great customer service
I have had to defer our holiday to Uluru due to the Covid virus, had no trouble making a booking for same time next year. Fretzie was very helpful and a pleasure to deal with.
Great customer service!
In these uncertain times of travel, the customer service team have been wonderful and accommodating with holding our booking. Thank you Luxury Escapes, we're looking forward to our trip in the future and will continue to dream of more bookings to come!
Questions & Answers
Does Product Review verify all reviewers of Luxury Escapes? There seem to be a number of recent 5 star reviews from unverified first time posters that are written in a similar style. They also describe a customer service experience many of us have not experienced as we continue to fight Luxury Escapes for the refunds to which we are entitled.
Hi there, I have booked with travel escapes last year, then was unable to travel due to lockdown and Covid. We have been given the all clear to change dates- however Can we change destination and use the money we have already invested with travel escapes to travel to another destination? I dnt think we will be travelling to Fiji from Perth any time soon. We want to go to Broome which is obviously in our travel bubble currently? Many thanks
This is the advice I received from LE " you can now convert your booking to Luxury Escapes credit. Your credit will be for the full amount of your booking and valid for any package on the Luxury Escapes website for a period of 18 months"
Luxury E.Luxury Escapes
Hi Jenny, thanks for submitting your question. Please let us know your booking ID so our team may follow up for you. Kind regards, LE
Our booking to the Hyatt Regency on 4 Sept was cancelled by Luxury Escape. We have been told by LE that we can Rebook till 31st March 2021. This is not suitable and would like a credit voucher. How do we get this
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