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Luxury Escapes

Luxury Escapes

4.3 from 1,606 reviews

Reviews

(1,199)
(113)
(53)
(70)
(171)
  • Transparency
    4.2 (540)
  • Customer Service
    4.4 (737)
  • Trip Completed Yes (196) · No (596)
  • Ease of Booking
    4.7 (737)

Reviewer Photos & Videos

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susan

susanSouth East Queensland, QLD

In trying times the staff were great

published

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

Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation and Flights
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Lkn

LknSydney, NSW

Disgraceful and dishonest customer service

published

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.

Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation and Tour
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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Lkn, I am very sorry to hear that this hasn't been resolved for you. I will send you a direct message shortly so that we can look into it. Cheers, LE

Vicky Zairis

Vicky ZairisSouth East Queensland, QLD

Bali trip cancel or new date

published

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.

1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Vicky, thank you so much for taking the time to write this lovely review, so glad to hear Loz was able to assist. Take care, LE

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Catherine G.

Catherine G.Sydney Surrounds, NSW

Loz at LE has been so helpful under such difficult circumstances

published
Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation and Flights
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1 comment
Luxury Escapes
Luxury E.Luxury Escapes
Mike

MikePerth, WA

  • 3 reviews

Best Customer Service especially in a time of crisis

published

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.

Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation
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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Terrible Booking Polices and Customer Service - RESOLVED

published
Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation
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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Paul, I am sorry to hear that this hasn't been resolved for you. I will send you a direct message shortly to follow this up. Cheers, LE

Don’t book through luxury escapes

published

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

Transparency
Customer Service
Trip Completed No
Booking Type Accommodation
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2 comments
Luxury Escapes
Luxury E.Luxury Escapes

Hi Sara, I am sorry to hear that this hasn't been resolved for you. If you could please send us a direct message with your booking reference we can look into this further. Cheers, LE

Sara
Sara

They tried to offer me credit I refused as I don’t want credit what on earth am I going to do with credit when we can’t travel for the foreseeable future

Luxuryescapereally

LuxuryescapereallyGreater Melbourne (Inner), VIC

  • Verified customer

Shelby worst customer service I have ever received and she is the highest escalation point.

published

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.

Customer Service
Booking Type Accommodation
1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi There, I am sorry to hear about your experience, our team is doing the best to find a resolution for our customers during this very difficult time. I will send you a direct message shortly so that we can look into it for you. Many thanks, LE

Kaz

Kaz

  • 3 reviews
  • Verified customer

Poor customer support. Fast to take your money. Slow to respond to issues.

published

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.

Transparency
Customer Service
Booking Type Tour
1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Kaz, very sorry to hear you aren't happy with the outcome of this. I will send you a direct message shortly so that we can look into it for you. Cheers, LE

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Zero if it was possible

published
Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation and Flights
See all answers
1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Stephanie, thanks for getting in touch and sorry to hear that you are not happy with the resolution. I will send you a direct message so that we can look into this for you. Cheers, LE

Great service under extremely difficult circumstances

published

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.

Trip Completed No
Booking Type Accommodation and Tour
1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Greg, thanks so much for taking the time to share your positive feedback with us. We are doing our best to assist as many travellers as possible and these kind words really mean a lot. Take care, LE

rogerbayliss

rogerbaylissSydney, NSW

  • 4 reviews

These guys are seriously good

published

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.

Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation and Tour
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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Thank you Rogerbayliss so much for your positive words, it really means a lot to the team during this time. So glad we were able to assist! Take care, LE

Adrian65

Adrian65Greater Melbourne (Outer), VIC

  • 4 reviews

I’d give them zero if I could

published
Booking Type Accommodation
1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Adrian65, I'm so sorry to hear about your recent experience with us. We're trying our best to resolve everyone's inquiries as quickly as possible. I have reached out via direct message to better assist you. Thank you, LE

Sue

Sue

  • 7 reviews

Booking No. T35HDQ

published
Trip Completed No
Booking Type Accommodation and Flights
3 comments
Sue
Sue

Jetstar have done the right thing and refunded our airfares and will be forwarding them on to Le. I just hope Le do the right thing and forward them on to us along with the accommodation amount.

Luxury Escapes
Luxury E.Luxury Escapes

Hi Sue, I'm so incredibly sorry to hear this. I've reached out via direct message to try and assist. Thank you for your patience, LE

Sue
Sue
Kelli

KelliPerth, WA

Booking numbers: ZLMB1J and DTJF8O

published

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.

Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation
See all answers
1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Kelli, thanks for getting in touch and sorry to hear you are disappointed with your experience. I will send you a direct message about this shortly so that we can look into it further. Cheers, LE

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Rebecca S.

Rebecca S.South East Queensland, QLD

Refusing Refund

published

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.

Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation and Flights
See all answers
2 comments
Luxury Escapes
Luxury E.Luxury Escapes

Hi Rebecca, sorry to hear that this hasn't been resolved for you. I will send you a direct message shortly so that we can look into this for you. Cheers, LE

Rebecca S.
Rebecca S.

Every company is doing the right thing by their customers except Luxury Escapes, why?

Mike

MikeSouth East Queensland, QLD

Exceptional effort and support from all staff at Luxury Escapes

published

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.

Transparency
Customer Service
Ease of Booking
Trip Completed No
Booking Type Accommodation and Tour
See all answers
1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Mike, thanks so much for your positive feedback, so glad that we were able to assist. Many thanks and take care, LE

Kate

KateMetropolitan Adelaide, SA

Vicki was so helpful and fast!

published

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

Trip Completed No
Booking Type Accommodation
1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Kate, thank you so much for taking the time to share your experience and for these kind words, it truly means a lot to our team during this time. Take care! Cheers, LE

Booking Number: MU629G BOOKING JMGXWO (Virgin Aust Flights Dept 29 May 2020, return 31 May 2020)

published

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.

Transparency
Customer Service
Trip Completed No
Booking Type Accommodation and Flights
See all answers
2 comments
Luxury Escapes
Luxury E.Luxury Escapes
Helen W.
Helen W.

Starting to get somewhere sorting things out. Ideally wanted a full refund. But not entitled. So opted for 'Book Later' and LE working with us to sort out this holiday sometime in the future when COVID 19 is over.

bradboy254

bradboy254South East Queensland, QLD

Luxury Escapes provide exemplary service during unimaginable travel chaos

published
Ease of Booking
Trip Completed No
Booking Type Accommodation, Flights and Tour
1 comment
Luxury Escapes
Luxury E.Luxury Escapes
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Questions & Answers

LynMc

LynMcasked

I have emailed Luxury Escapes regarding cancelling a European cruise in July 2020 as obviously we are all unable to travel due to coronavirus. I have not received any reply from them and are unable to get in touch via phone. I am unable to change the booking online due to it being a cruise. I know they are very busy dealing with everyone, but surely they can clarify the situation for myself and all others in the same boat. Will we get a refund???

1 answer
LynMc
LynMc

I have just received a call back from LE and a lovely lady named Claire has advised that she will send off notification to the Tours department who will get back to me. She also advised that there were only 2 people looking after that dept so there would be a delay of a couple of days as obviously they are prioritising people who are travelling soon. Hopefully that is a start. Perhaps they need more people in the department at present, although I am sure the staff are doing their best. I would be happy to receive a refund or reschedule to next year, but I guess that depends on the operators of the cruise. I will keep everyone posted on my outcome.

Goldie

Goldieasked

Please respond to my 3 rd query about your refund or credit options. My booking is in July 2020 but I need to know my options before I sort out all my other trip bookings and leave from work. If you can just reassure me I am not going to lose $10000 I will be satisfied for now. Booking reference SG51S Europe River cruise

No answers
Georgina M.

Georgina M.asked

How do I arrange a travel credit for a holiday I have booked with you for May?

1 answer
Warli
Warli

I would recommend to post your booking id here - this seems to speed up the process. I had success with that

Get an answer from our members and Luxury Escapes representatives

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