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
bad service after purchase , or after complaint
the first Hotel was not at all up to standard as advertised.
The second booking was terrible , as my dates were suddenly full, and we accepted to be downgraded.
The villa was filthy, and i do not exagerate.
the whole atmosphere was that some british guys wanted to sell villas to some dum tourists, and as i had been in koh samui with my family already at least 10 times before, this was the worst place we had been.
i contacted luxury escapes afterwards, but noeone cared at all.
Daily phone calls and emails and still no positive outcome
I have been getting the runaround for a few weeks now. Trying to chase a refund and promises, promises and still no end in sight. I honestly think the LE consultants are just taught to pass the buck. :(
I requested a refund of my flights back in June 2002 which was processed by luxury escapes
I was told worse case scenario it would take 6 months.. I was then told 8 months which I find astonishing. My brother booked flights the same time as us and cancelled the same time as us. The only difference is they didn't book through luxury escapes.. I have been told misleading information and kept being pushed aside.
My booking number is Booking No: 34245. Can someone please contact us.
Refusal of refund
due to go to Luxury Escapes Bali Sept 2020, in April asked for refund, did not get it, got a credit, date for travel keeps getting extended no refund offered.
Constantly changing story about airfare refund
LE are unbelievable. April holiday to Bali cancelled due to Covid. After deciding to decline their ‘we can only offer you a credit’ policy and demand our money back for goods and services not provided, we finally received a refund a few weeks ago. A battle Royale.
The flights however have been another story. Told in April by LE that the airline agreed to a refund but it would take 6 months to receive it and the airline would charge a $50 processing fee per ticket (incorrect, that’s a LE fee).
At the 5th month I checked in on them to see ho...w the refund was going. LE responded claiming they had to resubmit the refund request in July as it was declined by the airline, but good news, all approved but would take another 6 months from July. I didn’t appreciate the changed story, so I decided to contact the airline directly to get their version. Sure enough, they could find no record of the refund request for our flight tickets and asked me to get the RA number from LE. I pestered LE for weeks asking them provide me with the refund authorisation number. Multiple emails left unanswered. They finally gave it it to me but without the date they submitted it.
I have been a Luxury Escapes user since 2016 and have always been happy with their products and services, however I have spent the last few months going back and forth trying to get a refund for a land tour booking in November, which I fully paid for in July of 2019. This was quite an expensive tour for me. I'm fairly confident that the tour operator and hotels have not been paid so Luxury Escapes would be holding my money.
They have offered change of dates and credit notes etc which is not going to work for us as it was purchased specifically ...
Just want my money back
Hi there, booked with LE to go to Thailand, obviously can't go. After many emails and pushing for a refund we have been granted one via Malaysia Air, although we were told we wouldn't get one, catch is there is a 6-12 month wait on our money. My beef is that i paid you the money, i have been granted the refund and would like to see it in the next few weeks not 6-12 months. I have had emails from LE saying they will look into it but of course never to be heard of again. Please can i just get what i am entitled too!!!!
BOOKING REF: LM1W3L, 585FM8, 0TT1AD – Centara Grand Resort and Spa Maldives (13th April – 18th April, 2020)
I am seeking a full refund of the $19,497 that I paid to Luxury Escapes in March 2019.
I spent in excess of 12 months organising a family trip for 11 people (3 families) in a tropical place for a 40th birthday celebration. We then spent another 12 months waiting for the date to come around. In total, that was 2 years preparing a once in a lifetime opportunity and trip which unfortunately didn’t eventuate. Luxury Escapes have had our mo...ney ever since and have refused to give our money back. We have since been offered a travel credit after Luxury Escapes took a firm ‘no refund’ policy and led us to believe that there was no other option. After speaking with the ACCC and a legal firm, I now understand that we are entitled to a refund of the full amount. The hotel cancelled our booking and ceased trading, and continue to be closed today, leading to a frustrated contract.
Frustrating... took 3 months to get a refund
My experience with Luxury Escapes has been a frustrating and drawn out affair. I would caution anyone looking to book through Luxury Escapes, especially during the uncertainty of COVID-19. Luxury Escapes drew out my refund request for three months for accommodation I had in April that was booked prior to COVID-19 and for which their website says I am entitled to a refund. The customer service has been incredibly disappointing and combative and has likely resulted in hundreds, if not thousands, of consumers who will not use their services again - me included.
- Verified customer
Not for seniors!
We chose Luxury Escapes for our long anticipated trip to Sri Lanka because for older travellers like us, the walking looked less demanding and the hotels superior. However the assumptions they have made around our inability to join the 17 March trip - due to a rescheduled connecting flight - lead us to advise older people to avoid them.
Despite significant health conditions which preclude our travel in the near future they refuse to refund our money. A credit is of no use to us and cannot be insured against loss.
Bad Taste - Disappointment!!!
We organised a holiday to Thailand for July 2020. We have been able to arrange refunds of all accommodation/flights that we arranged seperately from Luxury Escapes without any issues, whereas despite repeated requests Luxury Escapes have declined refunds. Whilst offering credits, I have serious doubts about being able to use them within their allotted timeframe as from what I've seen todate, little suits & whatever does, is either sold out or has limited availability!!!
No issues with Max (who I dealt with & was excellent) or the initial booking & our previous trips, its just this COVID cancellation & Company/Management's Policy that have left me with a real bad taste.
We want our money back!
Luxury Escapes failed to fulfill their service/contract. We did not get what we paid for and are asking for our money back.
We purchased a package from Luxury Escapes for $17,996 for 4 people, on 6 October 2019, for a specific 11 day Egyptian tour/cruise experience, departing 25 May 2020.
It was never our intention to enter into an agreement where Luxury Escapes holds onto our money indefinitely while we get nothing but uncertainty in return. This is not fair or reasonable terms.
Very disappointed after previous excellent customer service from LE
We have used LE a number of times previously and have been very pleased with their product and service. Whilst I appreciate COVID-19 has knocked all travel plans around I have been very disappointed in the absolute lack of response from LE re my request to cancel our two bookings in July 2020.
I have Emailed now six times and have given up on non-returned phone calls, all with no response.
I have $2K tied up now for 2021 and am not at all confident LE will honour that trip either.
All I am asking at this time is for a genuine response to discus...
Hi, I had booked a trip to Sunrise Hotel in Vietnam from the 9th -16th April which we had transferred to October 1-8 assuming that Covid 19 would have disappeared by then (Booking Reference 60VZIE). Due to a pre-existing respiratory condition I do not feel comfortable attending this trip in October and the option to transfer the dates to the following year is not possible due a full time job and having to take 11 weeks off for practical experience for university. I have emailed the support team almost 2 weeks ago and have not had a response. I ...understand that it is a busy time however even just letting me know that the question was received would have been good. Can someone please contact me regarding getting a refund for the October dates. Thank you, Jenna
LE not returning flight costs BALI
Booking Number: 3SO6S9 - Bali, hotel and flight package.
First time booking with LE. We were unable to to travel to Bali due to covid 19, our accommodation has been placed in credit until June 2021.
Our flights were also booked through luxury escapes and as Jetstar cancelled our flights, we are eligible for a full refund. Jetstar had confirmed this to us directly and we provided this information and email to LE.
After contacting LE numerous times to have our flight booking refunded, correspondence have gone all but silent.
In March we went on a Small Group Luxury Tour with Luxury Escapes to Malaysia and Borneo. Malaysia closed its borders while part way into our tour. We missed the end of the first part of the tour and the 5 day add of the tour. We also had to buy and pay for new flights home. After many calls and emails we keep getting told LE is working on it and will call us. No one has called me. We have been home for 9 weeks. We want a full refund.
- Verified customer
Request for refund
Due to COVID19 we are unable to have our family of 6 holiday (all adults) to Malaysia on 26 June 2020 where I had booked a Luxury Escape at a great resort there in January 2020. I have asked for a full refund a number of times as we can’t travel but have been only offered the opportunity to book at a later date. It's going to be difficult for all 6 of us to again coordinate time off work to reschedule, plus some of us are impacted financially now due to reduced work impacts from the virus. The consultants have been nothing but professional du...ring my requests, but a refund is my best option at this point and not a credit, which certainly may suit some others of course. I've used Luxury Escapes before and had great holidays at great prices, but I have never had reason to cancel and I only request this due to these extenuating circumstances now. I also appreciate and understand that COVID19 is having an impact on travel agents, as well as the many travellers who have had their arrangements thrown into turmoil. We chose the resort because the package had many extras offered, such as massages, buffet breakfasts, dinner cruises and room upgrades for Club access. I am concerned that even if we did reschedule, these facilities would not be available even then. Regardless, the package that I have paid in full for is now not able to be provided for the dates I had selected, and I selected these dates specifically as we had all managed to get the same holiday time off. LE refund policy says they will refund if the provider is unable to provide the services purchased - which is indeed the situation we find ourselves in. I'm still emailing to and fro with the always professional customer service representative, I'm sure they are simply following company directions at this stage given the situation is continually changing - but I would still like a refund! I would now be very reluctant to ever use Luxury Escapes again because of this experience unfortunately and will go directly to the resorts myself and negotiate a deal next time.
Human contact and Refund required
Booking number GVF09R. Trip to Thailand 18th June 2020. Please read and do the right thing, Show some compassion to your loyal clients. I don't want to bag Luxury Escapes at this time as we have had some great holidays on your deals, but these are very uncertain times with Australian borders being closed and who knows for how long. We cannot get there on the dates we chose. Alternative dates are only to December 2020 and due to my husbands age (70 next year) and his medical conditions we will not be travelling until there is a vaccination as i...t would not be wise or safe for him to do so. Our insurance company has also advised no cover as a known event. After several calls to LE and waiting on hold for ever and sending emails to LE support and Management personnel of LE, this is where I am at. 2 case numbers 01782057 30 March and 01816037 4 May and advised to call back in 2 weeks. It is obvious that this holiday cannot be taken by us even if the hotel is open. A credit may suit some, but a refund is the only option for us as we do not want a credit of $2500 to sit in our account and will not be travelling for some time for the reasons stated above. When we do I would consider coming back to LE , but in good faith you need to do the right thing and I hope I do not have to take this further with more reviews and complaints.
- Verified customer
I have always been a fan of LE and the people are great to deal with. But I'm so disappointed that they won't refund us for accommodation we had booked in Surfers for next week. We were told it was cancelled by LE - obviously, because of COVID19 - so I rang the hotel to ask if they would give us a refund. They said no problem and all they would need is an email from LE (and that it could take 4 weeks rather than the usual 2 weeks for the refund to come through). So I contacted LE and they just got back to me saying that 'Hotels don't have auth...orization to provide refunds on luxury escapes packages as they aren't aware of the conditions'. That doesn't sound right to me. A few years ago we had to cancel a trip to Hamilton Island booked through LE because it was destroyed by a cyclone. LE sent an email to Reef Resort and we received a prompt refund. We would like our money so that we can stay somewhere in Vic (where we live) as soon as we're allowed to. LE say we have until June next year to use the 'credit' but with Virgin (who are flights are booked with) unlikely to be flying any time soon we feel we're better off panning a local holiday. Either way, it's not our fault we can't go away next week and we want our money back!
Booked a LE package (RDKT3Q) in Tasmania for late march 2020. Had to cancel trip (we are from SA) because of the coronavirus lockdown in Tasmania and tried cancelling/changing the booking online before departure to no avail. Have tried to phone (unsuccessfully) and after many unanswered emails we are not happy with the lack of response from LE. Looking for a credit/refund of the funds paid in December 2019 !!!
Questions & Answers
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
Hi we are booked for a LE in October to Queenstown New Zealand but it looks like travel from Australia to NZ will not be happening. I have emailed you and have not had a response. Does the Force Majeure apply? Thank you and I look forward to hearing from you.
Hi Narelle, let us know your booking reference and we can follow up right away. Thanks, LE
Thanks, our Booking No. is BK3RYO
Hi Narelle, we have passed on your details and someone will touch base soon. Thanks, LE
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