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My favourite Travel Agency
Many years of only positive experience.
Great website design very easy to use, also quick and easy phone/email response - if needed.
Good interaction with booked hotels.
Hopefully tough Covid-19 times won't impact on any above
Terrible customer service
Terrible experience with customer services. Like answering machines saying simple wait to get my tickets rather than simply contact their internal transaction manager to find out. Sent 5 emails and one reply back. Requested talk to manager, excusing busy n will call back but not call back. I had to make phone numerous times.
Non existent customer service
In November 2019, we originally booked (#O4TE0S) for travel for May 2020 but it was cancelled at the height of the COVID epidemic as Australian borders and Indonesia borders were both closed. The hotel itself was not accepting International customers for the period we originally booked. Luxury Escape converted the booking to a voucher specific to the hotel. It appears the voucher has been extended without seeking our confirmation if we were agreeing to the voucher extension. No refund was ever offered.
I have reached out to Luxury Escapes requ...esting for a full refund given that we are no longer in a financial position to travel and our borders are anticipated to be closed for the foreseeable future. It has been two weeks and I have yet to receive a response. I am aware of others who had travel booked for the same period for the same hotel who have had their money refunded. I am deeply disappointed at the lack of customer service and their general ignorance that they can’t even respond to my email requesting a full refund for a product they could not deliver. You can tell the level of integrity and customer service of a company by how they manage and handle situations when things go wrong. Unfortunately, Luxury Escape has not met my expectations in any way and there is no way I will be recommending the company to others based off my own experiences.
I had an excellent experience booking my Gold Coast holiday with Loz.She was extremely knowledgeable,
an implemented our upgrade on request with a personal and professional manner.I could not recommend
Luxury Escapes high enough,particularly with staff of the caliber of LOZ.Well done.
Brilliant customer service
I spoke with a Luxury Escapes customer service officer “ Fretzie” today booked our Hotel and Flights with her, can I say what an outstanding person she was, extremely polite, knew what she was talking about, she was so helpful with this and helping us with other questions regarding trips. She was Just Brilliant.
Great outcome thanks to LUxury Excapes!
Fabulous service!Cannot speak too highly of the service experienced today when rebooking flights to Ballina.Fretzie looked after us & made it very easy, was professional & very helpful.It was simply a pleasure!Thank you Fretzie!
Maddi has been absolutely fantastic with helping with my booking due to Covid & my mums situation regarding this trip. Hoping to get there this May - fingers crossed.
Thank you so much Maddi x
I have used Luxury Escapes on many occasions because I love the extra bonuses you get and the A 1 service from the sales people..They are very professional and helpful.
Went the extra mile
Pre COVID we had enjoyed excellent service and value on every package when we escaped our own hospitality guests here on the Mornington peninsula .The lockdown forced a postponement of a package for many months .Finally we the help of Max in support we were able to successfully rebook our package for two and are looking forward to the short break following the hectic summer tourism season . It was interesting to note that due to being swamped with enquiries due to COVID Max was working well into the wee hours to help us ......We are in hospitality ourselves so can appreciate when we receive great customer service .....Gracias Paul and Sheree
Villa Mallorca Mt Martha. # Spainwithnoplane
12 Months still no refund
It’s been 12 months since our Holiday was cancelled due to Covid. We have still not received our flights money back. How can you keep peoples money for 12 months and not refund. You are the worst travel company in this world and you are cheating me of my money from last 12 months. You think if you are in same situation you will be happy about it your hard earned money when we have hardship you are not refunding. I want to lodge a complaint with you luxury escapes but no replies from you. I was told initially money will be refunded in 6-12 weeks which became 6 months and then 12 months. Is this your customer service you don’t have any obligation towards your clients whose money you took 12 months ago.
No response to 3 emails
I have tried 3 times to get a response via email from Luxury Escapes regarding a refund on the balance of a credit we received due to a cancellation. So far I have not even received a reply. As it is a substantial amount and as we are now in position where it will be virtually impossible to use the credit due to my husband's illness, a refund would be greatly appreciated. Please respond to my emails.
Luxury escape is a good website to book your holidays and great service
I love booking with luxury escape great prices and great service.
I rang and Loz helped me with all my queries and bookings for me and my family really great services went above and beyond. Anytime I emailed her with a question she would call me straight away. Loz is a great asset to the business.
Great packages and even better customer service.
Adjustment if bookings or even errors on our part were handled quickly and effectively.
They followed up with positive responses to our requests , no problem was too big. Thks Emma.
If only ALL travel providers were as good.
Have had nothing but great service from Luxury Escapes & thanks Max for all your assistance yesterday you were very helpful. I have booked couple of escapes with them & always helpful & professional will definitely book escapes with them again
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
After Jetstar cancelled our flights twice luxury escapes managed to get our accomodation moved to the new dates. Very nice lady very helpful. No additional costs and the process made easy by luxury escapes.
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.
Questions & Answers
Very disappointed wanted to book escape for ourselves and as a present for friends had a couple of questions but made it clear wanted particular nights that at time of call were available followed up 02106980 on this receipt number was told some one would get back to me next day , so checked deal today no availability so very disappointed could someone please follow up
Felt brushed off when I followed up
[Contact Details Removed]
Hi Michele, we have followed up with our support team and someone will touch base via your case: 02106980
Hi there. We booked a package to Fiji. At first we held onto the package and rebooked it twice. It is now expiring at the end of June. After back and forth on emails and a rather uncomfortable conversation by phone, we were given a 50% refund and 50% credit. Given the package is expiring it seems unfair we cannot receive the full funds back? The trip was for our honeymoon and was meant to be a once in a lifetime trip. Now we are heavily out of pocket needing to find a domestic option close by, and feel like we have been strong armed into a huge credit we have no need of. Can you please help? My booking number is GW06GF and it is booked under Tara Hawley.
Hi Tara, thank you for reaching out. We will look into this for you and reach out via email. Kind Regards, LE
There ans will be we are awaiting update. Guess what they have not even paid the hotel but they are holding on to your funds & won’t release them. I am still waiting for my flights refund & it has been 12 months & they don’t even care to update me and after sending mulitiple emails & even writing on there Insta I get a reply back we are awaiting & thats after 12 months. Hello luxury escapes I am still waiting for my refund that I paid you?? Instead of refunding my money & them dealing with the third party they like to take the clients through all of this trauma & still not give refund or communicate.
Good morning. I have a trip booked with LE and due to Covid we can not leave the country. It is for NZ. Can I request a refund please. E8ZMP0 booking number.
Hi Sonja, we have passed on your details to our support team and someone will get in touch soon. Thanks, LE
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