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Great assistance from Nick M.
I sought assistance in cancelling a Luxury Escapes booking when my family were no longer able to join me. Nick M went the extra mile in meeting my request in these circumstances. Lucy and Saskia in the Platinum Club have also been fantastic in their assistance.
Great support crew
The staff are always responsive and go out of their way to make sure you're satisfied. Thank you very much Max for your speedy professionalism in helping me correct a booking payment issue.
Excellent, prompt assistance with my booking
I received excellent, prompt and friendly assistance from Mikaela W. She sorted out the issue with my Luxury Escapes booking very speedily and great service like this will ensure I purchase more Luxury Escapes in the future.
DO NOT RECOMMEND - never using third party booking facilities again :(
On 27/08/2019, my husband and I booked our 1st child-free holiday for our 10-year Wedding Anniversary paying $6,747 to Hidden Cove Eco Retreat, Vanuatu packaged with QANTAS flights Booking Number - HB97A4. Our flights were due to depart on 9/06/2020.
Due to COVID, I was recommended by Luxury Escapes to cancel the original booking and take up a buy-now-book-later option in March 2020, which required us to re-book the experience within a 12 month timeframe. After taking this option and watching the COVID pandemic escalate, we decided the best...course of action was to seek a refund. We have 3 small children and it was not financially feasible or practical to organise another holiday with or without our children given the travel restrictions and consequences (quarantine, etc). We requested a refund in full on 3/06/2020, before our holiday was initially due to depart and during high travel restrictions throughout Australia and Vanuatu. It was not possible to travel to the destination for leisure purposes, either to leave Australia or enter Vanuatu. We were told that the end providers (both accomodation and flight carrier) were happy to cancel the BNPL bookings, but that Luxury Escapes were only offering a credit note and refunds were not available. This seemed to be an inconsistent case as I have friends who were refunded in full for accomodation and flight packages with LE. After a few more emails and telephone calls we were able to have our request answered and a refund was being implemented for the flights through QANTAS but there was a $50/ticket pp fee (2 adults x 4 flights) =$400 cancellation fee from LE as there are no charges from QANTAS. Again we did not choose to not go on our holiday, we would have loved to go on the holiday originally however at this stage there are still overseas travel restrictions and serious health concerns and risks associated with OS travel. Now we have to wait as much as 6 months to receive our flight refund, but have no correspondence from QANTAS to confirm this.
Great deals on accommodation and helpful service throughout Covid
We've had some great stays through Luxury Escapes. We had booked for 2020 but Luxury Escapes have been good in moving the bookings and finding covid friendly alternatives. Ralph has been especially helpful.
Booking a luxury escape to the Gold Coast for 2021 now that the border is open I found Erin to be very helpful and professional. I have no hesitation in recommending Luxury Escapes to my family and friends. Annette
Adjust bookings with ease
Requested to cancel a booking and receive credit with LE instead. Clare followed up immediately and fulfilled this request with such lovely customer service. LE has by far been the easiest and quickest travel company to adjust our travel bookings with through the pandemic. Thank you!
Outstanding customer service from Erin
Outstanding customer service from Erin in booking a special hotel stay in Melbourne for March 2021. She made it sooo easy, taking time to understand the reason for the stay and making sure we understood the inclusions and T&Cs - very important in a COVID-19 world!!
Rebooked without the hassle
Thanks so much to Raph for his prompt and professional service while rebooking our two packages which had been placed on hold due to the pandemic. We gave him our new flight dates and he made all the changes for us keeping us fully informed in the process. We are now looking forward to taking our 2020 trip in 2021 :)
Outstanding customer service, yet again from Luxury Escapes. I’ve had to make a couple of cancellations due to covid, each time when canceling and rebooking I’ve received outstanding customer service and the problem always sorted within 24hrs. Ive booked holiday packages through them quite a few times and will continue too!
Thank you Clare for getting me rebooked!
Timely inbox post
After hastily deciding on a Newcastle break next week,and finding our first choice of costly accommodation booked out we were delighted to receive a last minute luxury escape arrive in my inbox. Erin was helpful and efficient in organising our accommodation and we look forward to another restful getaway with your agency.
Thanks so much to Todd for his very prompt and professional service whilst assisting with the possible cancellation of our booking. Happy to say with the recent border news we are now very much looking forward to our trip in March.
Took our money then overbooked tour
We had an extremely disappointing experience with Luxury Escapes and will not be using them again. The service they provided was terrible and they obviously do not care about their clients experience. We booked a tour plus optional extras to the Kimberley and paid fully. Our tour was confirmed and our money taken and so we went ahead and booked optional extras, flights and an additional tour with another company we were supposed to join up with at the end of the Luxury escapes tour. I received a phone call a week later saying Luxury escapes had...overbooked the tour and so we could no longer go on it as they had too many single people book the rooms!? Does this mean the company was preferring to take single people in the rooms as they have to pay for the whole room as apposed to a couple which would mean extra mouths to feed, seat etc? Seems strange. Our plans are now completely messed up as we are now left with flights we cannot use and will have to try to find another tour to match up with the dates to our other northern territory tour. We are so disappointed in the unprofessionalism of Luxury Travels and the way they have now left us having to totally rearrange our holiday instead of being able to enjoy it that even though i am a member i will not be using them again as i cannot trust that what we book with them will be a firm booking. I would rather pay more and go with a travel agent who cares for their clients experience. Very unhappy customer.
Re booking with my Luxury Escapes credit.
Wonderful, prompt and helpful service from Alex and Todd at Luxury Escapes in regard to booking my Luxury Escapes trip using my credit from the cancellation of my trip in June. Many thanks to both of you for making it so easy.
Excellent assistance today.
After phoning last week to request to cancel an expensive hotel reservation in Queensland (we live in Victoria) we hit silence from LE re confirmation of our requested cancellation or otherwise.
I phoned Todd today and there was a resolution within 5 minutes.
Such a relief
We were unable to book for two couples at our chosen destination. Clare called the hotel and arranged it all for us. Amazing service Clare. Thank you so much. Looking forward to our time in Tassie
Best deals with excellent customer service
I take this opportunity to mention that I have over the years I been with Luxury Escape and enjoyed all my holiday with one of the best deals offered.
Recently was in correspondence with Mikaela W in cancelling a holiday of mine due to a medical circumstances beyond my control.
I have to mention that Mikaela W was very professional, listened to my message advice me what had to be done for the management to access and review my request. Her communication skills with the customer is excellent and warmth in voice and thus makes the customer feel comfortable.
I wish her all the best for her future
Refund? Too easy!
I was annoyed at first when the error message came up when paying for the hotel package. The checkout finally gone through after 2 attempts and to my surprise the system put through 2 packages instead of 1. So I called Luxury Escape on Sunday at 5pm and expecting the worse and ready for the usual road blocks from doing a refund but Todd made it so easy for the refund and a pleasure to deal with. I was off the phone within few mins. Happy Customer!
Perfect customer service
I was unable to complete a booking through the app so l rang customer service and spoke to Claire. She was extremely helpful and offered to complete the booking for me. She was prompt and efficient and has very pleasant phone manner. Thank you Claire.
Questions & Answers
We have been contacting Luxury Escapes with no luck, they don't seem to be returning calls or emails at the moment. Very strange since they are still selling holidays. Is it possible that someone can get in touch with me regarding a refund and booking number: V7J8HB
If we don't hear from anyone in 7 days next step is to issue a chargeback with our credit provider as I'm not sure what else to do.
Will await your reply.
Luxury E.Luxury Escapes
Hi there, we have passed on your details to our support team and someone will touch base with you soon. Thanks, LE
My girlfriends and I were booked for Thailand August 2020 however due to Covid we were unable to travel. After several attempts to contact LE via email, phone and numerous generic responses our booking dates were pushed out to August 2021. We were told by LE that we had to deal direct with the airlines regarding our flights which we did and managed to get refunds. Our Booking Number: DQSNB4 is a group booking and due to several different reasons, job loss, unable to travel next year, family concerns with O.S travel etc we have tried several times to get a refund or a phone call from someone at LE who will actually listen to our individual circumstances and assist in a fair manner. We all live in Melbourne and the refund at this time is crucial. The lack of response or consideration for our circumstances have been pretty poor from LE.
Luxury E.Luxury Escapes
Hi Karlie, sorry to hear that you have found your experience to be poor. We will reach out to you via case 01962673. Kind Regards, LE
Hoping someone can help us here!
We have been trying to seek a refund for our trip to Maldives that we were meant to go to in April 2020 (currently $10k out of pocket!). We booked this back in October 2019 (well before COVID!)
Per LE Refund Policy (i.e. prior to the redemption of the offer and during the validity period the provider of the offer ceases trading or ceases to provide the accommodation outlined in the offer.), we should have been liable for a refund, which they continually refuse even though their terms above state otherwise.
From review the hotel we were due to stay 'ceased trading' from March 17 2020 to 15th June 2020.
We feel we have been completely mislead, manipulated and forced by their staff to seek a credit note. If we had known the above (which should have been given and told to us - and it was not), we would have seeked a refund immediately.
Further to this Singapore Airlines also advised we could receive a full refund for the flight components and again we were manipulated into taking a credit (which has to be booked by December 2020), which we cannot also use as there is no way knowing when borders will open and/or it is actually safe to travel.
Can someone offer some advice on where we go from here? We have also contacted ACCC to try and get some help.
Our booking is L61O1S and 9MCZMR.
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