Luxury Escapes previously offered $10 store credit to their customers to encourage them to write a positive or negative review. This campaign concluded early 2018. It is possible that reviews were written by customers who received such a reward.
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In trying times the staff were great
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
Disgraceful and dishonest customer service
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 at LE has been so helpful under such difficult circumstances
My fiance and I booked our honeymoon to the Cook Islands for July 2020. Due to COVID-19 and all the travel restrictions, we have had to postpone our wedding until sometime next year, and obviously won't be able to go on our honeymoon. I spoke to Loz on the phone today and she was very sweet and very understanding, and explained everything as best as she could. We have postponed our accommodation booking for now, and will wait to find out more details from the hotel/resort as to whether we can postpone even further. We're still waiting on the Fl...ight Support staff to help us move our flights. But I just wanted to give Loz a big shout-out for being so wonderful in a crazy time. I will come back and leave a further review once all the details have been sorted.
Best Customer Service especially in a time of crisis
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.
Terrible Booking Polices and Customer Service - RESOLVED
Booking ID: JDEGKU
Very poor company policies and customer service given in the current worldwide pandemic. Booked two night package in Sydney 29th-31st May for Vivid Festival, despite the current Do Not Travel ban in place LE Customer Service were rude on the phone, clearly my inquiry was an inconvenience. They advised I had two options (1) change the date or (2) on-sell the package via Gumtree etc. As there was no suitable alternative dates available I requested a credit in lieu of the escape, this was flatly rejected. Very disappointed, LE a...
Don’t book through luxury escapes
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
- Verified customer
Shelby worst customer service I have ever received and she is the highest escalation point.
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.
- Verified customer
Poor customer support. Fast to take your money. Slow to respond to issues.
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.
Zero if it was possible
My partner and I booked the maca villa resorts and Garuda flights departing in May to Bali. Unfortunately due to the covid-19 the Australian government closed all borders. I tried to contact luxury escapes several times seeking for a full refund however no response. After 3 weeks of waiting, and calling several times finally I get a response regarding our flights. To change these we have to pay a $35 luxury escapes fee plus a $160 tax fee - even though we’ve already paid this and had to reschedule due to the unforeseen circumstances of the coro...navirus. I think this is absolutely disgusting from a high profiled company to demand more money when it’s not our fault. All other companies have waived fees and helped their clients reschedule and rebook a later date. I won’t be ever purchasing another luxury escapes and it seems like not many other people will.
Great service under extremely difficult circumstances
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.
These guys are seriously good
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.
I’d give them zero if I could
Booked 3 trips through luxury escapes, as part of a 25th anniversary trip. Other bookings were with royal Caribbean, Andaz hotel Singapore (part of Hyatt Group) and Virgin Australia, using our frequent flyer points. Andaz full refund issued, Virgin full refund of points and taxes etc issued, royal Caribbean full refund, luxury escapes can’t even be contacted. Used their contact page two weeks ago, still no response. We are about $8k out of pocket and can’t rebook this year. Simply asked for a refund and no response. I get they’re busy, but Hyat...t group initiated contact, offered refund and responded within hours. Royal Caribbean also initiated contact and Virgin refunded within a day or so of phone call (yes, unlike luxury escapes all other providers actually seem to care about their customers). All other providers will get our business again. Luxury escapes, well I guess given their hopeless attitude will not survive this pandemic.
Booking No. T35HDQ
My husband and I have booked through LE to go to "Freedom Shores" Queensland for my 60th birthday. We are due to leave on 24th May. We have booked accommodation and flights. I have sent many email messages with no reply. You advise people to go through FB with details. We are not on any social media so this is not an option. Jetstar have now cancelled our flights and when I go onto the "Freedom Shores" site there are no bookings available at all. Jetstar are only offering vouchers until 31//3 but not to customers who have accommodation att...ached to their booking through a third party. We would still like to take this holiday and have requested that LE re-book our holiday in October, hopefully things would have settled down by then, but we need to know now! Please either re-book our holiday, provide us with a 12 month voucher for the same package or refund our money. We have used LE before and have had one of the best holidays ever in Fiji and we hope to use LE many more times. Booking Number: T35HDQ. Last email Case Number: 01771331 Regards, Sue.
Booking numbers: ZLMB1J and DTJF8O
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.
Exceptional effort and support from all staff at Luxury Escapes
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.
Vicki was so helpful and fast!
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
Booking Number: MU629G BOOKING JMGXWO (Virgin Aust Flights Dept 29 May 2020, return 31 May 2020)
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.
Luxury Escapes provide exemplary service during unimaginable travel chaos
I want to say congratulations to all Luxury Escapes staff and management.
During unfathomable travel industry Chaos LE has been completely professional and their service exceptionable. I can only imagine the unbelievable stress of the staff from Firstly Having to comprehend the enormity of the current situation and then Create a contingency plan to deal with All their clients to amend what would be tens of thousands of booking.
We had three separate holiday Bookings between 1April -30 April all that have easily been resolved. I sent ...a brief email when there appeared to be an issue and we received a prompt response explaining to wait and the procedure being followed. We remained calm and patient waiting for LE to contact us as they progressed through urgent bookings. We were contact and Then responded as requested. All Travel arrangements have been rebooked and confirmed. Perfect and amazing service. Congratulations to everyone at LE including the management. For me you are the best travel company in Australia at the current time.
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Questions & Answers
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???
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.
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
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