Luxury Escapes Questions & Answers

Hi Sid, the 7-day policy applies from the date the package was purchased. If you need any further assistance, please contact our support team on 1300 88 99 00 (option 2) and they’ll be happy to help.

Hi Sulochana, we’re really sorry to hear about the difficulty you’ve had getting in touch with us. Please send us a private message with your contact details and a brief summary of what you’re trying to book, and we’ll make sure this is passed on to the right team to assist you as soon as possible. Thanks for your patience, and we look forward to helping you with your holiday plans.

Kind regards, Luxury Escapes

Hi Adele, Thank you for getting in touch. To manage your preferences, please log in to your Luxury Escapes account, click on your profile, and select Communication Preferences. From there, you can choose your preferred options for receiving offers or cancel subscriptions.

If you need any further assistance, please don’t hesitate to contact our team on 1300 88 99 00 (option 1). We’ll be happy to help in any way we can. Kind regards, Luxury Escapes

yes wasn't resolved

Can I ask was it about a tour? We had a disgraceful tour guide in Spain and chasing LE for a decent refund

Hi Putli, sorry you're having trouble viewing attachments in the app. Please ensure the app has permission to access your device storage, and that you have a compatible app installed to open the attachment type. If the issue continues, try updating or reinstalling the app.

your a joke LE

Hi Megan! The LE credit is applied instantly once you cancel your booking, so you’ll be able to book another escape straight away—no need to wait. Let us know if you need any further help!

Thanks. And also meant to ask if the availability of the original dates will come up again straight away or if the hotel would have to process on their end?

Anytime! With the availability this depends on the deal purchased as we have different package types (eg Flash deals, Lux Premium collections etc). If you have a booking number we can check this for you.

Our team will need to reach out to the hotel directly to check availability. Please note that the decision to reopen dates is up to the hotel, and we cannot guarantee that the same dates will be available for rebooking. Feel free to contact our team directly for further assistance.

Thanks, the booking number is 999611764. Basically, I forgot to apply a discount code that affords me a substantial discount so I want to cancel and rebook but am worried I won’t get the same dates as June is now booked out. Thanks again!

Thanks Megan - oh that certainly makes sense. We can definitely work out a better way to resolve this one for you without cancelling and rebooking. We have your details from the booking number so will reach out shortly to assist.

Thank you. I’ll wait to hear from you! The discount is 10% through my Bluelight Card for front line workers

the credit isn't applied if cancelled within 7 days of trip

Hi Cheryl, packages canceled outside of our 7-day Change of Mind Guarantee policy are non-refundable. However, there are flexible cancellations available with a credit to your LE account. If you require further assistance, please contact our support team via support@luxuryescapes.com

Hi Connie, Thank you for reaching out to us regarding your booking at Tarras Beach Resort in Malaysia. We apologize for any inconvenience you have experienced in trying to cancel your reservation. Rest assured we factor in the wait time for 7 day cancellations taking this from first point of contact. If you could provide your booking number or case reference number from your email we can ensure our support team are on top of this. Kind Regards. LE

Hi there please find below Booking ID: 9139614379228 Regards Norbert

Hi there need to request phone call from you now as I’m just not getting any resolution with my problem

Hi Norbert, we will let the agent know that has been assisting with your case

Hi there just let you know that this is still not resolved and the agent has not responded to my last email

Hi Eve, thank you for reaching out. Unfortunately, we do not have any reviews to share on this particular tour from Product Review. We suggest contacting our Tours Concierge on 1300 88 99 00

Hi Janne, apologies for the delayed response. To have your email address changed this needs to be actioned via our support team - 1300 88 99 00 (option 2) or support@luxuryescapes.com

Hi Maree, you may use the credit on multiple bookings as long as the balance permits.

Hi Siany, you sure can. If this is a physical gift card, you can just pass this along and the lucky new recipient can use this. If you have credits in your account you would like to transfer, touch base with our support team and they can assist here - contactable via 1300 88 99 00 (option 2) or support@luxuryescapes.com

Hi there, I don’t have credit in my account however, it is a digital gift card.

Hi Siany, you may pass it along to the new recipient to use.

Hi Michael, could you please share your booking reference and we'll get someone to give you a call today to assist asap. Thanks, LE

I have messaged you privately

I have tried to phone twice today and still waiting fir a call back.

Still waiting on my call back from 4pm yesterday

Still waiting for a call back.

Hi Michael, we have responded to your private message. Thanks, LE

Same with me last night app or website was just not working and today is day 8. Can someone please call me back as I wanted to cancel on day 7 but things werent letting me last night

Hi Nicole, could you please share your booking reference and/or email address and we will reach out to you directly.

Hi Christine, for the best assistance contact our Travel Concierge on 1300 88 99 00 - option 1, they will happily help out Otherwise, to add on a booking you can just do this via logging in to your account and purchasing there. For each hotel package you recieve a new booking number which means you are unable to add more to individual booking number.

If you are wanting to add more bookings on via your Trip Planner Itinerary, see the following link for more info - external link 

It seems that you have either booked a cruise or trip with flights and if so it will be the shipping company or airline that requires those detail at booking.

Yes but we’re booking our own flights

Hi Maria, thanks for getting in touch. It depends on the cancellation policy and the package you book at the time of booking. We suggest giving our travel concierge a call to assist and provide further clarification at 1300 88 99 00 (option 1).

If cancellation is available and I do it within the time frame allowed will I receive a credit? The reason I ask is that I have a credit that is about to expire. If I purchase accom with the soon to expire credit Will there be a new credit and how long do I have to use it

Hi Maria, if it is within the time frame you will receive a credit. Credits are valid for up to 12 months from the date of issue.

Hi Suzanne, the main reason that a sucharge occurs is when you select a date that falls during a peak period, such as school holidays. Generally rates will be higher during this time.

It isn’t school holidays and every date available has a surcharge. I’m not overly happy that I bought a package with one total only to have to add more just to book a date.

There could be another reason, the above is the more common reason for surcharges. Contact our Support team on 1300 88 99 00 (option 2 and avaliable 24/7) and they can look into this for you. If preferred send us a private message with your contact details and we can organise a callback for you. Kind Regards, LE

It’s says it’s a peak period. There were not any dates available that didn’t have a surcharge. Also you keep sending me texts saying you will contact me but on a different mobile number. Can someone please ring me on the number you text me on. Thanks

Hi Suzanne, did you have a booking number so we can pass this on to our support team? Unfortunately we do not have any detail based off this thread other than your user name (Product Review does not supply any additional detail)

Hi there, we apologise for the delays experienced, however, it seems that your email responses have not been received via case: 02775069. We will get our support team to contact you directly to help resolve this asap. Kind regards, Luxury Escapes