Reviewer Photos & Videos
Loz you are a Legend!
Thank you Loz SO much! You have seriously gone over, above and beyond to help us with 3 Club room bookings at the Hilton Gold Coast. I cannot express enough gratitude for your friendly, helpful and positive approach today in assisting us with this booking which did not look possible when trying to do so online before speaking with you. Whoever is in charge of the recruiting of the LE team certainly select those who have a 'CAN DO' approach. Thank you sincerely Loz again for everything!
Wedding Anniversary Luxury Escape
Due to Covid last year, we were unable to stay in Khao Lak, so with our credit we rebooked a holiday on the Gold Coast . Apparently when we booked there was an error in our accommodation & Wendy was very helpful to amend the situation without any further costs. We appreciated all the effort that Wendy has taken to make our holiday more enjoyable. We have booked with Luxury Escapes on many occassions & have found that they look after clientele, not like other travel companies. Thank you again, Happy Travellers Marcia & Michael Casey
Would only use Luxury Escapes!
We had to reschedule our trip due to Covid lockdown in Auckland and was lucky enough to speak with Max. He was the most helpful and understanding travel person I’ve ever dealt with. He didn’t hesitate in helping us secure new dates and made what could’ve been a frustrating process so easy. In future I will only book holidays through Luxury Escapes simply for the amazing customer service!!
Help when desperately needed
Max my thanks for your assistance. With all the potential travel restrictions I could not afford to book and pay for air fares for my pre paid luxury escape holiday to Queensland. As it was nearing the final date, on my behalf, you have asked the resort to waiver any cancellation fee and I now have a credit to apply to a future holiday. In these uncertain travel times it is most appreciated that I can look forward to a holiday some time in the future, hopefully in Queensland as I have long wished to visit that very interesting State. So whil...st I need to stay close to home for the time being, I am most grateful that I will have a credit to apply to another holiday sometime in the future. Thank you Max once again. And this is the second time since the Covid-19 virus has altered our lives that Luxury Escapes has assisted me with a necessary cancellation. Thank you.
Fantastic personalised service from Emma
I have had the pleasure of enjoying holidays booked with Luxury Escapes over several years.
Our last booking was on the day WA went into lockdown. I was delighted when my phone call was answered very quickly, especially being a Sunday.
Emma was able to organise a credit to be used in the next 18 months.
Urgent change of date excellent service
Arrived at the Resort on incorrect date which (my mistake).
Phoned Luxury Escapes with urgent request within 7 days of initial booking.
It was attended to immediately, the staff member was finishing work in 5 minutes but acted on my request and said she wouldn’t be able to phone back re the confirmation but would pass it on to her colleague. This was all completed within 20 minutes. Very impressive professional service. Thank you. Pam
Friendly and helpful from the start.... Cannot wait to book another LE
From the very start, friendly and helpful service. Felt the immediate faith in Luxury Excapesonest company. During the Covid pandemic, all at LE and third parties, have been so accommodating!
Kat was very pleasant and helpful, we appreciate the credit and being able to book another trip
I spoke with Kat who was very pleasant and helpful to deal with. Kat quickly provided a credit for a booking we could not use due to COVID, for which we wanted to use immediately to book another Luxury Escape offer, and offered assistance on how to use the credit for our next booking and even offered to make the booking for us if we wished or help if we needed it. A tricky travel time for all and we appreciate being able to get a credit and use this for another booking, thank you.
Great service by Mikaela W
I had made a booking last year during VIC 2.0 COVID lockdown and thought now was the right time to redeem it, but unfortunately the hotel was only offering Tues/Wed bookings (not helpful)
Amazing service was provided by Mikaela, helping me solve the issue and was able to issue me with a credit to use the money I paid on another escape hopefully soon!
Thanks Mikaela for your help!
Still trying to get $10,000 back for hotels we can't visit
In September 2019 I purchased two ultra lux packages for Trisara and Vana Bell in Thailand for travel in 2020 at almost $10,000.
Due to Covid we were unable to travel. I have asked for almost a year for a refund as we specifically paid for these hotels and we are unable to utilise the service I have paid for.
In addition, my partner lost their was made redundant and we are experiencing financial hardship.
Both hotels confirmed to me that were willing to refund LE without any cancellation cost to them.
Despite their own cancellation policy a...nd my right to refund under Australian Consumer Law, LE has not responded to my request for a refund. My next steps are to file a claim with NSW Department of Fair Trading and ACCC to get the $10,000 I spent 17 months ago.
- Verified customer
Credit received thank you
Credit received for cancelled OS package, thank you for your assistance Cassie. Hopefully package availability will improve over the next few months for substitute holiday a little closer to home.
Thank you Emma, your helpful approach is much appreciated.
Booked and paid for a 3 day stay in a suite at a Hunter Valley resort, and our friends did the same.
We could not see how to link the two bookings so they could be on the same dates and be close to each other.
I called Luxury Escapes Support and spoke to Emma who could not have been more helpful.
She emailed our friends to check that they also wanted the bookings linked and once they confirmed requested the resort to locate us in suites as close together as possible.
Awful Customer Service
Had urgent change of booking required. Was told that a reply would come in 24 hours. I got no reply by either phone or to my emails. Rang customer service and opted for call back. Never received call back. Called again and stayed on line for nearly two hours (only 7 in queue) then got cut off as I was first in line. Called back and was again 7 in line - gave up. Emailed again - no reply. Lost booking, lost money. Never again.
Excellent customer care
Luxury Escapes are extremely good value and excellent to deal with if a problem with your booking arises
Max dealt with a problem I had regarding a change of dates for my booking that I was unable to adjust myself
He was very helpful and handled my re booking very quickly
Will definitely use Luxury Escapes again
Questions & Answers
We purchased 2 overseas hotel packages in February last year for our RTW trip but due to the pandemic have not been able to use them. My partner and I are both not working and I suspect due to financial reasons will not be travelling overseas in the near future. I originally applied to get a refund but were only offered future dated credits, but given we are not working we need the money more than future credits. I have heard from friends that Luxury Escapes is refunding some people in certain circumstances. Could our request for a refund please be reconsidered given the hardship we are currently experiencing?
Booking ID: V1RTQX (Singapore) &
Booking ID: 94F1IT (Bangkok)
Luxury E.Luxury Escapes
Hi Marko, thank you for reaching out. We will look into this for you and reach out via email. Kind Regards, LE
I purchased a package in February last year and due to the pandemic have not been able to use it. I am now pregnant and will not be travelling with a child in the near future. I have tried to get a refund but I keep being told that I can only get credit, with a baby on the way I need the money more than the credit. From what I've read and understand, LE is refunding some people and not others, which I find unfair. I would like a full refund and would be happy to book again when circumstances change.
Booking number is D95T0R
I purchased a luxury escape in June 2020 with a validity period of 9 months until end of March 2021. Our original attempt to book for August 2020 was impacted by Victoria’s lockdown, which were not lifted until December 2020 after which we rebooked for March 2021. Now with SA closing its border to Victoria yet again with no end or review date announced, we face the prospect of not being able to travel or rebook in the validity period. I’m told by Katherine who I spoke to today that we have to wait to see if the border restrictions are lifted and even then we are relying on the generosity of the supplier to be willing to extend the offer. I think it it rather perverse for LE to be selling these products knowing that people’s ability to use them is severely limited and not offering any flexibility in the circumstances. We have effectively has 3 months in which to choose dates not 9. And in my mind a luxury escape doesn’t involve having to quarantine for 2 weeks on arrival or until a negative test result, irrespective of whether borders reopen before then. Surely LE can extend some compassion and common sense to those who’ve done all in their power to comply with the conditions? It feels like I’d be better off calling the hotel directly as I’d likely get more compassionate response than someone reading from a script. Failing that, I will have to seek a reverse charge from my credit card company.
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