8,422 reviews
AI reviews summary
Luxury Escapes generally receives high praise for its personalized customer service and the value of its holiday packages, which frequently include premium extras like room upgrades, spa treatments, and meals. While the online booking platform is well-regarded for its ease of use, many users highlight the benefit of speaking directly with consultants to manage complex itineraries or resolve technical issues. However, significant dissatisfaction exists regarding the platform's rigidity during extraordinary events, such as regional conflicts or medical emergencies, where users find the refund and cancellation policies to be overly restrictive and unsupportive.
Pros
- Exceptional Personalised Support: Consultants (frequently cited by name, such as Mark C, Rahul, Cole, and Will J) are praised for being professional, patient, and efficient when handling complex multi-city bookings or flight amendments.
- Comprehensive Value Inclusions: Packages are noted for providing "extra" value not found on other sites, such as all-inclusive meals, free-flow cocktails, and resort credits that make the overall experience feel more luxurious.
- Effective Crisis Resolution: When booking errors occur—such as name misspellings or system glitches—the support team often advocates for the customer to rectify the issue without additional fees or by providing fair compromises.
- Seamless Booking Experience: Both the mobile app and phone-based service are described as fast and user-friendly, allowing for complete holiday arrangements, including flights and transfers, to be finalised in under 30 minutes.
Cons
- Inflexible Cancellation Policies: Multiple users report extreme difficulty obtaining refunds even when hotels have approved them, with the company often insisting on platform credits or charging high fees during "force majeure" events like regional wars.
- Discrepancies in "Luxury" Standards: Some "Deluxe" tours and "4-star" hotel deals have been described as misleading, with complaints regarding run-down facilities, poor room views, and tour standards that do not match the premium marketing.
- LuxPlus+ Membership Value: There are recurring complaints that the paid membership ($249/year) does not always provide the "exclusive" lowest prices, with some users finding identical packages cheaper on hotel websites or competing platforms.
- Poor Live Chat Support: While phone support is highly rated, the online live chat is flagged for being slow, misinforming users, and having significant communication barriers.
Verdict
Luxury Escapes is a strong choice for travellers seeking high-value, bundled holiday packages with excellent human-led support for planning and booking. It is particularly effective for those who prefer having a dedicated consultant to handle logistics; however, consumers should be wary of the strict "no-refund" culture and are advised to cross-check "exclusive" prices against direct hotel rates before committing to a non-refundable deal.
Amazing Bali offer with great inclusions! – We booked 3 rooms, an all-inclusive package at the Sofitel Bali Nusa Dua Beach Resort. The resort and inclusions were nothing short of outstanding! The resort was top-notch and comfortable, the service was amazing, the food was superb, fresh, and well-presented. I would highly recommend this resort to anyone wanting an above-average Bali… Read more · 1
experience in a great location!!
The service from Luxury Escapes was great. Initially, there was a minor hiccup, but this was resolved very efficiently by Jennifer C and Riley L. We were thankful for their involvement and the professionalism of LE. It made the stay even more enjoyable!! Thank you!
This is our third escape with Luxury Escapes. Their packages are great and I would recommend them to anybody.
Mark was incredibly helpful and very knowledgeable. He immediately understood my requests for our last minute holiday booking . Highly professional delivered exceptional service! Thank you Mark ! Show details · 1
Lorenzo is amazing. he went out of his way to help organise a holiday for us in Vietnam, got us fantastic rates and really helped get great flights and accommodation. Highly recommend. 5 stars. Will be booking our future holidays through him his service was so good. Thank you Lorenzo :) Show details · 1
Reviews with attachments
Deluxe 10-Day Vietnam Highlights with Ha Long Bay & Hoi An Had a fantastic holiday with an amazing group of people. Our guide, Bac, was caring, knowledgeable, and thoughtful throughout the tour. I chose this tour because it included intermittent free days, which provided a great balance between sightseeing and personal time. There was never any… Read more · 1
pressure to participate in optional excursions, which I really appreciated. The hotels were excellent—very comfortable, well located, and made for a relaxing stay. Overall, it was a well-organised and enjoyable experience that I would happily recommend.
- +2
I made a booking in luxury scape at kepenski bali high tea to cellebrate my 19 th yrs weddingt's aniverssary it was amazing experience staff was lovely very welcoming and helpful. It was lovely place to visits so much selection of food and dessert and free access to beach club and they will pick U up with buggy and take U to beach club and use the pool . High tea is for 3 hrs. Use when U only book directly to luxury scape . Show details · 2
The Apurva Kempinski Nusa Dua is a hotel we go back to time and time again. We have tried many other hotels all over Bali but The Kempinski is a resort that can't be matched. From the rooms and suites to the Reef Beach Club and restaurant where the fantastic Ardi looks after your every whim, he is such a good host, the lobby bar and the Japanese… Read more · 1
restaurant ( our favourite ) the whole experience is so totally relaxing with the staff so incredible, they are professional yet friendly, catering to your every whim The cleaning staff are the best, anticipating everything you want in your room. If you are lucky enough to have a Suite or above take advantage of the Fabulous Cliff Lounge, the staff are amazing, the breakfast superb. Can't forget Pala Rooftop for evening sunset drinks and canapes, the wonderful Juli the assistant manager runs it so smoothly all the staff are so confident and well trained by him, he is the best. The actual Hotel is a modern piece of architecture that stuns with a Balinese twist. The entrance foyer is to be amazed at and the view of course you cannot forget that. An instagramable place if ever I have seen one. Don't hesitate to go, you'll love it.
- +6
I booked with Luxury Escapes for the first time for a week in Seminyak at Villa Bali Asri Seminyak (Deluxe Pool 1BR Villa), to escape some of the Melbourne winter. The pricing was much better than other providers for the same villa, and the online booking/app experience was super easy. My Villa was amazing. Great location. The staff were amazing… Read more · 1
and I thoroughly enjoyed my time relaxing.
Due to an unforseen situation, I had to upgrade my flight home; the flight support team (Liza R) sorted it quickly via email despite the two-hour time difference, and payment via the app link was secure and simple. A perfect 5-star experience!
- +7
Wafaifo Resort, Hoi An. Vietnam. We thoroughly enjoyed 10 nights at the Wafaifo Resort, Hoi An. Where to commence this review as we could not fault our stay. Our 1st time to Vietnam and we could not have chosen a better venue to call home whilst in Hoi An. The resort is located conveniently and within easy walking distance to the Old and Ancient… Read more · 1
Towns and their must see attractions and local restaurants which are dotted in every conceivable direction. Brilliant, brilliant resort staff! Beautiful & comfortable room overlooking the pool. Splendid food was available, commencing with an amazing buffet breakfast, a 3 course lunch or dinner, your choice. Relaxing, refreshing pool and adjoining bar. Nothing was overlooked and nothing was a chore for the brilliant & friendly resort staff. So, so good! The inclusions in our Luxury Escapes package, ensured that our stay was truly a memorable one. Thank you! Our various day/part day tours were arranged by the front desk staff at reception and occurred without issue. A+++++
- +1
We love Luxury Escapes and they have quickly become our choice provider of accomodation when we go away, both locally and internationally. We have booked several overseas accomodations including resorts and villas. The standout for us is the price is always the best when compared to other providers and we have always had amazing inclusions. Our… Read more · 1
most recent stay was the Brisbane Marriott on Easter weekend and whilst the price was $10 more expensive than another provider we received a beautiful Easter themed breakfast valued at $65 each. So worth every penny! Love the extras we had always got through Luxury Escapes!
Well designed villa with spectacular views and everything that you require for a getaway. Wonderful garden setting bringing wonderful lots of birdlife. Show details · 1
Luxury Escapes is our go to for holiday bookings. Their service is exceptional. Response times on queries are lightening fast. Deals offered are terrific value. We have had to make changes to reservations and have even had to cancel and it’s never a problem. Show details · 1
- +5
An absolutely stunning hotel. An amazing experience shared by all. This hotel will be extremely hard to beat. The best hotel we frequent flyers have ever had the privilege to stay in. Show details · 1
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- +7
This is the second time we have stayed at Finolhu on Baa Atoll in The Maldives, booked through Luxury Escapes. We can highly recommend this absolutely beautiful resort, and will most definitely be going back again one day. From the moment you arrive in Malé and are whisked away to Finolhu's own private lounge while you wait for your seaplane you… Read more · 1
know you are going to be well looked after. The resort is stunning, our overwater pool villa just magical, the scenery is breathtaking, food absolutely delicious, plentiful, and a different cuisine theme each night, as well as 3 specialty restaurants to choose from, free flowing cocktails on the Luxury Escapes package and so much more. The unbelievably clear blue water is stunning with abundant fish life, and if you are a diver, the Dive Butler are an exceptional dive operation in every way - great crew, awesome boat, excellent gear, and mind-blowingly beautiful reefs to explore. Don't think about it - just book it!
- +5
We stayed at Double-Six Luxury Hotel Seminyak for our anniversary, and everything was perfect. Upon arrival, we enjoyed refreshing cocktails, and our Leisure Suite was huge and beautiful. The swimming pool overlooking the ocean was stunning. The Rooftop Sunset Bar quickly became our favorite: during the day, it served a fresh All-You-Can-Eat… Read more · 1
Buffet and Made-to-Order Breakfast, and at sunset, it transformed into a relaxing bar with locally inspired cocktails, floating pods, and ocean views. We also enjoyed dinner twice at The Plantation Grill—the food and desserts were excellent—and the couple’s massage at the spa was wonderfully relaxing. The staff was friendly and accommodating, and the central location made exploring Seminyak easy. Highly recommended for luxury, comfort, and exceptional service!
We recently booked our Bali holiday through Luxury Escapes, and the entire experience was absolutely seamless from start to finish. The support provided throughout the booking process and during our trip was exceptional. Every detail was well organised, communication was clear, and any queries we had were handled promptly and professionally. It… Read more · 1
truly felt like a stress-free luxury experience. Everything ran smoothly, which allowed us to fully relax and enjoy our holiday without worrying about logistics. I highly recommend Luxury Escapes for anyone looking for a well-planned, premium travel experience. We will definitely be booking with them again!
My sale support person mark was fantastic so professional and accommodate my ever needs amazing and I could not ask for better service well done he was so supportive thank you Mark Show details · 1
- +6
Stayed at the Double Six Resort in Seminyak through Lixury Escapes. The whole experience was exceptional. What an amazing pool - perfect depths and temperature, comfortable sunlounges (with no trouble nabbing one) and a convenient deck bar for refreshing drinks - and free flow cocktails. That is just the beginning. Travelled with my 17 year old… Read more · 1
son and his friend and the room was spacious, comfortable and private for us all - with aircon just right temp. Breakfast buffet and a-la-carte selection was never ending.. Lunch and dinner was plentiful and The Plantation Grill was an unexpected penultimate fine dining experience. Let’s not forget the complimentary massages adding to the relaxation. First stay at Double Six and I will be back. Staff and butler service was amazing - immediate response and care shown when I had to call a Dr in for a troubling chest infection. Lemongrass, ginger and honey tea was a welcome remedy - along with some sun-kissed hours by the pool.
Just booked my second getaway with luxury escapes , great deals and wonderful service from Georgia T today Georgia’s attention to detail with getting me the ideal flights and accommodation with inclusions was fantastic - highly recommend My next trip is to Khao Lak - La Vela can’t wait I also had a recent trip to Singapore and Danang Vietnam… Read more · 1
- which was amazing with Luxury escapes in September , highly recommend the Hyatt regency resort and spa Danang , the residences for a romantic trip
Again the staff involved in creating a honeymoon getaway were excited as I was to book and find us the best deals
Shout out to Maddy P , Sarah, Bella C and Fraser for great customer service
Latest follow-ups
Refund from a credit – I wanted to get a refund on my credit as I am not able to go anywhere for several years. I expected to only get the 80% but Jennifer C offered me the possibility of 90% when she heard about my health and my daughter’s health issues. All I had to do… Read more · 1
was to send in some supporting evidence and it was accomplished. Jennifer C was very kind to give me offer and it was all finalized smoothly.
Follow-up · From memory it took probably a week all up maybe less as I already had doctors reports regarding my daughters health. The process was very easy just emailed the report after speaking with Jennifer on the phone. Excellent customer service especially compared to some other companies not necessarily travel related.
Chose Luxury Escapes to book our once in a lifetime Maldives trip. We were not disappointed. Stayed at Outrigger, fully inclusive, absolutely amazing. Thank you Luxury Escapes, we were blown away by the service from yourselves and Outrigger. Show details · 1
Follow-up · Non motorised water activities are included, like kayak and paddle boarding. These were so much fun, and the water area very safe around the dive centre. These booking process with Luxury Escapes was really good. We were spending a lot of money on the holiday of a lifetime, and LE took all the stress out of booking. Answering questions that we… Read more
I have been using Luxury Escapes for several years and have been very happy with all of my Escapes except for my most recent one to First Light Mooloolaba. First time ever I was charged a “Saturday night surcharge” upon arrival at property without… Read more · 2
consultation. I called Luxury Escapes and they agreed it didn’t seem right. Within a couple of days I had an email from First Light advising my $80 surcharge would be refunded in 10 business days. It’s been 3 weeks since they took that money from my account and more than 10 ridiculous business days and still no refund. First Light has unfortunately tainted Luxury Escapes great service.
Follow-up · Thanks so much to Luxury Escapes for refunding the surcharge. I’m still very angry with First Light because they responded to my online review in a fake, misleading way apologizing yet they didn’t respond to my email nor reach out to my complaint. Stay away from that place!!
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Positive reviews
Emma was incredibly helpful going above and beyond what was expected. I had troubles booking online and called through, her attention to detail and patience was greatly appreciated as she did her best to find the right deal for us and I don’t think we would’ve been able to achieve what we did without her help. Great experience overall for a first time user of Luxury Escapes Show details · 1
I highly recommend booking through Luxury Escapes, from the moment we enquired with Luxury Escapes the service was absolutely wonderful. Rob B made sure that all our questions were answered, provided us with all the information we needed and was incredibly patient with us whilst we were finalising. Not once did we feel rushed, I would highly… Read more · 1
encourage luxury escapes and Rob B to book your holiday.
Our Honey Moon is going to be extra special because of you guys.
Tess & Sam
First time user of Luxury Escapes. If the hotel and holiday are as good as the service we received in booking then we will be very, very happy. Rob B from Luxury Escapes helped out above and beyond with making a change we needed. He was courteous and called back as he said he would. Last but not least the "deal" seemed priced well and discounted as noted. Cheers David. Show details · 2
Negative reviews
Our hotel in Koh Samui was supposed to be 5 star . When we arrived we found it to be quite old and run down ,but the main problem was renovations and construction noise from jackhammers and nail guns which were very intrusive in our room and made the pool area unuseable . The kitchen was also closed for lunch 3 days running . We asked Luxury… Read more
escapes support team to move us to another hotel, but after 17 hours they had not made any effort to do so and only offered a partial refund or credit .After numerous requests to specify how much this would be they were still unable to do so making it impossible to have an informed decision on changing hotels. The support was condescending and patronising ,constantly saying how sorry they were and how much they were trying to help when in fact they were doing almost nothing to fix the problem. I will never use Luxury Escapes again and strongly recommend you avoid them . Our hotel in Bangkok booked through Booking .com was very modern and luxurious for about the same price . We eventually had to settle for an upgraded room further away from the construction activities thanks to the very helpful hotel staff, but it was an unsatisfactory compromise. Luxury Escapes were absolutely useless at solving our problem.
We would like to alert future purchasers of Luxury Escapes package deal to Hydromajestic at Medlow Bath. The inclusions did NOT match the expectations of the offers.Price was not indicative of quality of food and drinks offered. We had a very limited choice of food and drinks unless you paid a lot extra and upgraded package. This was false… Read more
advertising as we were not aware of the limitations prior to our visit. Quality and quantity left a lot to be desired. There was no atmosphere and no walking tracks and nothing to do except read. Views amazing but the deal on the whole very disappointing. Perhaps Luxury Escapes could look into inclusions and deals.
Thank you for your feedback, and we’re very sorry… Read more (+1 reply)
I have been a loyal Luxury Escapes customer, having booked two family holidays through the platform to Khao Lak and Bali, both of which were wonderful experiences. Unfortunately, my experience with their LuxPlus+ membership has been deeply disappointing and has completely eroded my trust in the platform. I paid the $249 annual subscription on the… Read more
basis that LuxPlus+ provides exclusive rates unavailable elsewhere. After booking an upcoming trip to Singapore, I discovered that the identical accommodation - same hotel, same room category, same inclusions - was available to book directly through the hotel for approximately $386 less than my total cost through Luxury Escapes, even after accounting for the only unique inclusion in the Luxury Escapes package.
When I raised this, I was told they cannot price match against direct hotel rates. My complaint was never about price matching. It was about being sold a membership on the premise of exclusive savings that simply do not exist. Their own website advertises a 'world's best price guarantee' with no disclosure that direct hotel rates are excluded.
I subsequently discovered the same room was also available more cheaply through a major competing online travel platform which was further proof that the 'exclusively negotiated' claim does not stack up.
I have raised a formal complaint citing Australian Consumer Law, lodged a chargeback through American Express, and have reported the matter to the ACCC. Despite cancelling my booking I have been left with a platform credit rather than a refund, and have lost the $249 membership fee and $90 in booking fees.
My advice would be to always check the hotel website and other booking platforms directly before assuming Luxury Escapes offers the best price. The 'exclusive' rates and 'world's best price guarantee' may not be what they seem.
Hi there, Thank you for taking the time to share… Read more
Recent reviews
Malsha G. at Luxury Escapes Flight Support was very helpful when our flights were changed by our airline, requiring our whole booking to be changed. This was not the fault of Luxury Escapes and Malsha G. dealt with the required changes promptly and efficiently. Show reply
We just booked a family holiday to Japan through Luxury Escapes, I had a bit of trouble booking online due to being unable to find a room type to accommodate our number of guests…but Rob B came to the rescue and sorted it out for us, nothing was too much trouble, he was super responsive and was even replying to my emails late at night which I really appreciated! Show reply
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Hi Peter, thank you for taking the time to share… Read more (+1 reply)