Luxury Escapes

Being very frustrated to begin with the over load of enquires finally after FB message dealt with Shelby who gave me piece off mind with rearranging our LE thanks heaps

I booked two tours of Croatia for May 2020. Luxury Escapes is refusing to give me a refund or even a credit note, even though Australia and Croatia have closed their borders and Emirates has grounded its entire fleet. LE's partner hotel in Dubrovnik, Hotel Ariston is also refusing to give me a refund for two extra nights we'd booked with them. All up, we stand to lose $11,000 (plus flights).
LE claims on its website that customers can put their trip on hold and decide the date later "free of charge". This is untrue, at least in our case. I have made a complaint about this company to NSW Fair Trading. If this is happening to you, I would urge you to do the same. Luxury Escapes you should be ashamed of the way you are treating your customers.

LOZ, was brilliant, she alleviated my concerns and gave me great advice about our Bali trip. We will hold off for 3 weeks and look at changing out bali date sometime next year. I can't thank LOZ enough for her help.

Best customer service we have experienced in this time of crisis. We bought 3 Ultimate Beachfront Escapes to Phuket and could not use them because of the Coronavirus outbreak. Unlike Singapore Airlines and Flight Centre, Luxury Escapes offered us deferral of our holiday right up to Octber 2021. Same package at no additional cost. The customer support officer, Nicole was calm and understanding and explained in simple terms that they would cancel or existing bookings at no cost and give us another 18 month window to re-book when it suits us. Outstanding. We would recommend Luxury Escapes to anyone.

Luxury escapes sucks and I hope the go under from covd 19 situation when everywhere else is offering refunds they are offering a measly book it later option they don’t give a damn about a person situation. If you want a safety net my advise is pay the extra few $100 dollars and book directly through the hotel or via other booking sites that offer a refund. Luxury escapes are only looking after themselves

Booking SP3498. For Int travel next week. Despite The DO NOT TRAVEL and physically being unable to travel after 8 emails I finally received a call from back Shelby who is apparently the highest point of escalation. She refused to provide anything more than bad luck you can take a credit to travel in the next 12 months or loose your booking. Hotel has advised that they are in lockdown and have not been paid for this booking. No complaint resolution process or ability to support customers during this difficult time.

Unable to provide tour as promised due to world Events. Delaying contacting us after we’ve sent multiple phone calls, emails, Facebook messages & Facebook posts. Just get a generic email response. Not good enough.

Like many, many people we are directly affected by COVID-19. For us, amongst other things closer to home, this has meant a cancelled LE tour and, so far, one cancelled accommodation booking. We have received credits for both. We missed out on a holiday and lost some money (not the money paid to LE). We are not in hospital, we are not dead, we are not homeless, we are not destitute.
LE staff responded as soon as they were able to, recognising the enormous pressure they are under. We feel providing credits is a very reasonable outcome as surely they would not have been able to survive if they gave cash refunds to all. During all this, the LE staff have been their usual helpful and respectful selves, and I thank them again for that.

LE are simply excellent. We have enjoyed wonderful service from LE, but during COVID, LE has been so understanding with reservation. Nick could not have been more responsive. Thank you Nick, for outstanding service, which will assure my loyalty for the long haul.

With the government shutting down our borders we are unable to make the cut off dates which are the end of May 2020. This is not possible and luxury escapes cannot contact me with a positive outcome. Our flights have credited but LE have made no attempt to do this. Very disappointing as we are avid clients of there’s. We will now be considering other avenues for future travel unless there is a positive outcome.

Our flights were cancelled by Jetstar, they advised in writing they would issue full refund. Hotel booking was cancelled due to travel restrictions by the Government (and no available flights), Novotel advised in writing they would issue a full refund.
Luxury Escapes refused to give us our money back. In times like these many companies are doing the right thing by their customers, Luxury Escapes is not one of them. Don't book with them unless you are prepared to lose your money.

The staff have been excellent in providing support during these difficult times. Our tour package obviously has been cancelled and we have been provided with a full credit to be used at at a later date.

In such difficult time, Vicki at Luxury Escapes was fantastic, she cancelled my booking and kept our credit and even credited a $50, thanks so much Vicki. Luxury Escapes has always been fantastic in every way. I wisj I could rate it 10 stars

I contacted Luxury Escapes WebPage Contact Us (18 March 2020 at 4:16pm) seeking a refund for upcoming trip to NSW from Victoria. The request is due to COVID 19, and the ban of Interstate travel. No response at all from Luxury Escapes . Disappointing outcome.