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Luxury Escapes

Luxury Escapes

4.1 from 2,858 reviews · View Statistics

Reviews

  • Transparency
    1.1 (354)
  • Customer Service
    1.1 (361)
  • Trip Completed Yes (21) · No (340)
  • Ease of Booking
    3.0 (266)
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K K.

K K.Greater Melbourne (Inner), VIC

A*****

published

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

Transparency
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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Thank you so much for the wonderful review. We are certainly doing our best to ensure our members get the best support, service, and Escapes - COVID-19 won't stop us.

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ReDMaN_82

ReDMaN_82

  • 2 reviews
  • 2 likes

Great packages but poor customer service and no refunds during natural disaster.

published

Booked in October last year for a package to Byron Bay. Was confirmed to travel during the mid north coast floods. Roads were closed and we were advised as a state, by government to only travel as necessary. Freeways were flooded and closed, yet Luxury Escapes still refuse to give me a credit for the travel.

Still awaiting an email [Name Removed] you promised me was coming from management.

Have booked with them 5 times prior but wont be rebooking anything in future if they wont do the right thing. Read the reviews, they are rubbish to deal with.

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3 comments
Luxury Escapes
Luxury E.Luxury Escapes

Hi There, we are very sorry to hear that you have had a negative experience. Could you please advise your booking number or case reference number so we can investigate this for you asap. Kind Regards, LE

ReDMaN_82
ReDMaN_82
Luxury Escapes
Luxury E.Luxury Escapes

Thank you Matt, we can see your details now and will look into this case for you asap. We will reach out now and continue to email there with updates. Thank you, LE

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Kyung

Kyung Sydney, NSW

Terrible customer service

published

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.

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Customer Service
Ease of Booking
5 comments
Luxury Escapes
Luxury E.Luxury Escapes
Kyung
Kyung

I don't think it is resolved completely. I haven't received tickets email from Ticketek yet although I got reference number and seat no from [Name Removed]. Also.. horrible experience with customer services is not resolved at all..

Luxury Escapes
Luxury E.Luxury Escapes

Hi Kyung, we will escalate this once again and please respond to the communications in the PMs as advised above.

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The reviewer stated that an incentive was offered for this review

Kupo H.

Kupo H.Perth, WA

Non existent customer service

published
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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Kupo, thank you for your review and sorry to hear about the experience you've had. We will follow up urgently and touch base via email soon.

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Kannu

KannuGreater Melbourne (Outer), VIC

  • 2 reviews
  • 2 likes

12 Months still no refund

published

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.

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4 comments
Luxury Escapes
Luxury E.Luxury Escapes
Kannu
Kannu
Luxury Escapes
Luxury E.Luxury Escapes
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Leigh

LeighCanberra 2600, ACT

No response to 3 emails

published

Ref 00D28WFce._5002y8AnIu:ref
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.

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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Leigh, thank you for taking the time to leave a review. We will escalate this to our Tours Support team to investigate asap. We will be in touch via your case 02067020. Kind Regards, LE

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John B

John BSydney, NSW

  • 6 reviews
  • 2 likes

Awful Customer Service

published

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.

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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi John, we are very sorry you've had this experience. We are looking into this further and we'll touch base via email case: 02058467

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BJay

BJayGreater Melbourne (Outer), VIC

  • 4 reviews

Additional Fees

published
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3 comments
Luxury Escapes
Luxury E.Luxury Escapes

Hi BJay, Sorry to hear that you are disappointed with this experience. Could you please advise your booking numbers and we will escalate this to our teams to investigate further.

BJay
BJay

Case ID: 01977566

Luxury Escapes
Luxury E.Luxury Escapes

Thank you, we will reach out with further updates via case your case

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Tali

TaliSydney, NSW

Very poor experience

published
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3 comments
Luxury Escapes
Luxury E.Luxury Escapes

Hi Tali, apologies for the experience you've had. Could you please share your booking reference and we will urgently follow up. Kind regards, Luxury Escapes

Tali
Tali

It’s PPIGU2. Looking forward to hearing from you.

Luxury Escapes
Luxury E.Luxury Escapes

Thanks Tali, we have passed this on for further review and we'll touch base directly via email. Kind regards, Luxury Escapes

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Amran A.

Amran A.Greater Melbourne (Inner), VIC

Worst customer service

published
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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Amran, your case has already been escalated and our support team has touched base via case: 02029352.

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Warren F.

Warren F.Hunter Region, NSW

  • 3 reviews
  • 2 likes

No refunds, no explanation, do not use

published
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2 comments
Luxury Escapes
Luxury E.Luxury Escapes

Hi Warren, apologies for the experience you've had. Could you please share your booking reference and we will look into this further. Kind regards, Luxury Escapes

Warren F.
Warren F.
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Extremely disappointing experience

published
Incentivised ReviewNo
2 comments
Luxury Escapes
Luxury E.Luxury Escapes

Our sincerest apologies for your experience with Luxury Escapes. Could you please advise your booking number and we will look into this for you asap?

RoseR
RoseR

6DRHA8 We look forward to a prompt response

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Viktoriia

ViktoriiaSydney, NSW

  • Verified customer

Very disappointed

published

I booked holiday package including accomodation and flight to Gold Coast for my family but the borders between states became closed again. So we are unable to travel within a month. The options provided are not suitable at all because you gonna charge AUD40 for ticket exchange but Virgin Australia does it for free. I paid for tickets 700 and half you gonna charge me for changing dates without my fault just because of the flight cancellation! This is not normal at all. Instead of peace of mind I just have stress for my mind! I would never ever recommend to buy full holiday package trough LE. Just wasted time and money.

Incentivised ReviewNo
Trip CompletedNo
Booking TypeAccommodation and Flights
3 comments
Luxury Escapes
Luxury E.Luxury Escapes

Hi There, We are very sorry to read this. So that we can investigate further, are you able to provide your Booking number and we will follow up right away

Viktoriia
Viktoriia

Hi! Booking Number: S1EMHH. I have booked for 2+2 holiday package

Luxury Escapes
Luxury E.Luxury Escapes

Thank you Viktoriia - We will follow up with our Flights Support team and reach out via email

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Not willing to refund

published
Incentivised ReviewNo
Trip CompletedNo
Booking TypeAccommodation
1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Darren, thank you for your review, and sorry to note it has not been a positive experience. We have escalated your case for further review and we'll touch base asap. Kind regards, Luxury Escapes

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Paul R.

Paul R.

  • 2 reviews

Unwilling to refund

published
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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Paul, thank you for taking the time to leave a review. This has been escalated to our support team and we will reach out with an update via email (Case 01895730). Kind Regards, LE

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Josh R

Josh R

  • 2 reviews

Unwilling to provide refunds

published
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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Josh, thank you for taking the time to leave a review. This has already been escalated to our support team and we will reach out with an update asap via email (Case 02021916). Kind Regards, LE

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Genx

GenxGreater Melbourne (Metropolitan), VIC

  • 3 reviews
  • 5 likes

BEWARE - LIES and MISLEADING advertisement with Package holiday and no stress refund

published
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3 comments
Luxury Escapes
Luxury E.Luxury Escapes

Hi Genx, sorry to hear that you have had this experience with Luxury Escapes. Could you please advise your booking number so we can look into this for you ASAP. Kind regards, LE

Luxury Escapes
Luxury E.Luxury Escapes
Genx
Genx
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Never again

published

So called "luxury" hotel was run down. Sleepless nights were had by both guests due to being able to feel the springs in the mattress. Hotel was unable to assist, I had to request an extra blanket to be put on the mattress to try and be able to sleep.

Luxury escapes have not yet refunded flights after months of attempting to follow this up with them.

The customer service agent that contacted me regarding my feedback did not follow up as promised. Poor customer service.

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1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Sophia, thank you for reaching out and providing your feedback. We will continue to communicate via Facebook and email regarding your review. Kind Regards, LE

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Rach

RachPerth, WA

  • 2 reviews
  • 2 likes

No refund although hotel refunded money to LE.- refund now provided.

published

Booked in December 2019 to travel to Bali September 2020, requested refund only to be told a credit note will be issued. LE have $2,700 of our money held in credit. Why are some ppl being issued refunds and others only given credit notes. We cannot leave Australia. We are a family of 5 we cannot afford to not have refund. I am disgusted by this. We will never use LE again! Thanks goodness Jetstar provided a full refund however it takes LE 12 weeks to process!! I am pleased to say our money has been refunded going through this avenue, i wish our money had been refunded in the first instance however thankyou luxury escapes.

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5 comments
Luxury Escapes
Luxury E.Luxury Escapes

Hi Rach, thank you for taking the time to provide a review and sorry to hear that you have not had a great experience. Could you please provide your booking number so we can investigate this further for you.

Rach
Rach

GNUKPH

Luxury Escapes
Luxury E.Luxury Escapes

Thank you Rach, we will look into this for you and reach out via your case (01849527)

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brooke D.

brooke D.Illawarra, NSW

DO NOT RECOMMEND - never using third party booking facilities again :(

published
Incentivised ReviewNo
1 comment
Luxury Escapes
Luxury E.Luxury Escapes

Hi Brooke, we apologise for the experience you've had so far. We have escalated your booking for further review and someone will touch base via your case: 01845460.

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Took our money then overbooked tour

published
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3 comments
Luxury Escapes
Luxury E.Luxury Escapes

Hi There, Sorry to hear that you have had a disappointing Experience. Could you please advise your booking & any reference numbers so we can follow this up for you. Kind regards, LE

worldtraveller
worldtraveller
Luxury Escapes
Luxury E.Luxury Escapes

Thank you for responding - you can send us your booking number via Private Inbox message (we have reached out there). So that we can look into this for you and follow up further we will need to have more detail.

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Questions & Answers

Michele

Micheleasked

Hi
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
Michele
Michelehodgsn@live.com

1 answer
Luxury Escapes
Luxury E.Luxury Escapes

Hi Michele, we have followed up with our support team and someone will touch base via your case: 02106980

Tara H.

Tara H.asked

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.

2 answers
Luxury Escapes
Luxury E.Luxury Escapes

Hi Tara, thank you for reaching out. We will look into this for you and reach out via email. Kind Regards, LE

Kannu
Kannu

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.

Sonja

Sonjaasked

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.

Many thanks

Sonja Latcham

1 answer
Luxury Escapes
Luxury E.Luxury Escapes

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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