Reviewer Photos & Videos
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
Luxury Escape Duxton
Fabulous offer from Luxury Escapes and the booking was very efficiently processed by the effervescent and friendly Erin 10/10! Stay was great and the break welcome - the Duxton is well located, clean and comfortable, but even when upgraded not Luxury standard.
Finally after much to and froing Luxury Escapes finally gave us a refund only because of the action by Max who showed more empathy to us owing to our health issues.
Would have preferred a refund
Our trip to Thailand for April this year was bought early 2019 and of course has been cancelled along with the flights which were also booked through LE. As we are in our 70's we now don't feel comfortable with traveling overseas probably ever again, plus the financial hit we've had also is also causing us concern. We asked LE for a refund because of our situation but was refused and so reluctantly took the offer of a credit which we have just used for a QLD trip in the future. We now see that some people have received a refund after all. Why not us? A bit disappointed...
This review was forwarded to LE before publishing but our request has still been refused.
Unable to contact Luxury Escapes
I am unable to contact Luxury Escapes. I have been trying now for over a month with no reply. I understand that it is a trying time for everyone but if someone could email me it would be greatly appreciated. Booking no. JRU19P
Disappointing response from Luxury Escapes
*** Update on this post, have received a refund for 2 of my bookings and credit for the others. Happy with the outcome ***
I booked almost a year in advance a trip to Bali with Luxury Escapes staying 5 nights in a villa in Seminyak for beginning of April this year. Was unable to travel due to COVID19 and booking put on hold. I requested a refund several times to be told that all ‘escapes’ are non refundable. I have other bookings with Luxury Escapes for later this year which will obviously not go ahead, and those accomodation providers have to...ld me they will be willing to allow my booking to be cancelled without penalty. Have contacted Luxury Escapes to advise of the same and not received a response. This whole situation is very distressing, after spending so much money with Luxury Escapes and the uncertainty of when international travel will resume again. I would just like my money back.
Thank you [name removed], he rang us to deliver the good news( however saying that it was a journey to achieve this) we received our refund for our family of six to Bali staying at Nusa Dua all inclusive package. Thank you
- Verified customer
Initially Frustrated by Luxury Escapes after trip to Bali had to be cancelled due to COVID-19
I have had 9 previous trips with Luxury Escapes and have always been pretty happy with their service but I was somewhat frustrated with the service I was receiving when I had to cancel a booking that was made impossible due to closed borders. I made a booking through Luxury Escapes for four couples to have a holiday at Peppers resort in Bali this past April. The coronavirus prevented us from going. Initially I had to make numerous phone calls and emails with my requests for a change to my booking. This took hours of my time. Luxury Escapes ...initially only gave us the option to rebook in the future with the same hotel in Bali at some future time. Who knew when we would actually be able to travel outside of Australia again? It is very likely that we would also not able to find another date that would suit all of us to go overseas even when the borders do open up. I am now happy to report that Luxury Escapes has listened to our concerns and have issued us with a credit that we will be able to use on a trip anywhere we choose even within Australia. This will be far more easy for us to arrange as a big group and we are happy to be staying within Australia at this time.
Feeling ignored .... We Need Our Refund
I loath to leave a bad review but I really don’t feel we have a choice! In a few days I was due to depart for Fiji on a long saved for and long dreamed off 2nd honeymoon. When we originally contacted Luxury Escapes many many many weeks ago we had nothing but a stock standard reply saying we were essentially in a queue and our case would be looked at in due course! And then nothing, despite others all around us receiving calls, emails, refunds! Finally, last week we received a call and requested politely to be refunded in full for the accomodati...on (we understand flights with Virgin can’t be refunded or credited at this point in time). We were told they would call us back but that isn’t happened. In the days since our call, and including a weekend, I have heard of many others receiving calls to confirm refunds but yet our phone hasn’t rung! Our request is simple, please do not ignore us. We paid in full on good faith many many months ago and you have held that significant amount of money all this time. Do the right thing Luxury Escapes. We need our money back.
We need a refund please
We have made four paid bookings with Luxury Escapes for accommodation in Paris and Italy for June 2020. This amount comes to well over $4000 !!
Due to Covid 19 we are unable to go and our flights into Paris and out of Rome have been cancelled by Emirates.
We have emailed and rung Luxury Escapes with no response as yet.
We would like a refund please!!!
Having enjoyed holidays with them in the past it is disappointing that we will hesitate in using them in future!!!
Bali accommodation / Booking Details / 8J4X71
Hi Luxury Escapes Customer service, I received an email advising that I could change the change the date of my accommodation or put on hold. I just tried to change and the option doesn’t appear to come up. I also had a question as we were planning to travel in June in which at that time my son will be 11 years old. If we change it to a later time then he is no longer be 11 years old. Will this be an issue as we are still keen to go but will obviously now need to wait until the travel restrictions have been lifted and it is safe to travel i...n which our son will then be 12 years old ( will the resort waive this and allow him to come under the 2 children 11 years and under. We were thinking to change the date to 12 months later in June 2021 ( around Monday 28th June ). Otherwise can we look to get a credit which we can use on other LE bookings. Also as the booking we have is for a value of $2299, can we split any credit over multiple LE bookings ? If we can change to June 2021 and for some reason it is still not safe to travel internationally in 2021 would there be an option to change over to a credit and use for domestic LE offers? I have also booked the private airport transfer, which was part of the package. Will you cancel this or do I need to make contact with ICS ? booking no. 8J4X71 I also sent and email on 14th April but as yet have not received a reply. kind regards, Kelly.
Need to cancel but no call back
Advice needed. Last minute booking with LE after our NZ cruise was cancelled. Now Victoria has announced a lockdown I need to cancel or postpone. I can’t get through on the phone and requested call back hasn’t happened. I don’t even know if I can cancel. I’ve called the hotel and they said I had to talk to LE. Booking number 4N2XWQ.
Cannot get hold of anyone - on hold for over 1 hour - still waiting on hold
I cancelled my reservation (within the 7 days limit) via phone last Sunday 8 March and was told I would receive confirmation via email and a refund into my credit card within the next 2-3 days. Have heard (and received) nothing. Booking number TQQBUT.
Melia Bali - refund options please
Bali Accommodation (ref HPJCEF) - due to travel on the 31/03 staying @ Melia.
Have tried to change the date on the website, or change to buy now book later. Yesterday there was an option to change 4 times in 12 months, but only allowed 3months in advance to change. Today, it says i can only change 1 time, and still only shows 3month in advance.
There is no option to buy now book later, so not sure why this is offered as an option.
3 month change isnt an option in the current climate (and the dates available arent suitable in any event).
Have contacted the hotel, and they just refer my back you LE.
no record of escapes on your website
I have requested and received deferment for Langham Hotel Melb. re booked for sept No A9HTJM.
Requested cancellation for Versace NCDQKS and Noosa V12R16. No answer to date on Versace and Noosa.
I have Port Douglas Booked for Nov HE1AJO no request has been made for this reservation to be cancelled or changed.
However, today looking at "My Escapes" your website is telling me "No escapes booked" everything has disappeared. Why?? Surely my escapes should be evident?
Good policy...if you can get through to them. Please Help!!
I'm booked on a Thailand trip for 28th March and Luxury Escapes emailed us to say we can rebooked this through changing the dates.
Unfortunately when trying to do this via the website (as instructed), we get an error "New Date Not Compatible" as apparently we have purchased an additional experience - we haven't. I can only think its the car transfer (included in the package) that was booked.
Please help - our booking ref is 0RPRP9, case number 01742501.
April booking and unable to make contact with Luxury escapes
After trying to no avail to get through on your call centre and 3days of over 2hour wait on the online chats I thought I’d try another form of contact to enquire about our options for our booking N3BE7F which leaves 13April. Our booking also included flights (family of 4) so I am really needing to make contact and see our options or have the amount credited to us to be reused at a better date.
I can appreciate that you are inundated with people trying to make contact:( tough times for us all!
Hello Luxury Escapes,
I have also been trying to contact you regarding my 3 packages being:
Phuket, Thailand (CEWUKJ & 94KJTH) booked in 28 Oct 2019; and
Ubud, Bali (2ZWK5L) booked 8 January 2020.
Considering the Australian Government has gone to level 3 with all overseas travel and the high risk to our health, Luxury Escapes should be negotiating with hotels to ensure full refunds are received in this global pandemic.
When I booked these packages there was no known global health risks! As it stands, the hotels that use Luxury escapes ar...e going to be paid for rooms which no one will stay in as we are advised not to leave our country, let alone whether we can get in the country we have booked in and whether we will be able to return to our home countries.
Reducing risk of coronavirus
We want to cancel or reschedule our booking at the Sofitel Krabi Phokeethra Golf & Spa Resort - Thailand #BARHN7 due to coronavirus pandemic. My husband and I are both public servants working here in QLD Australia and want to do all we can to protect ourselves and others from contracting and possible spreading of this virus
No contact from Luxury Escapes
Hi Luxury Escapes,
I have tried to ring on two separate occasions and waited on the line for more than 2 hours.
I have emailed twice and lodged details on your contact page.
I acknowledge you are busy, but so am I.
My Booking No for Bali is VB7ULZ and I have cancelled this booking and waiting on a refund.
My other booking is for Hong Kong Booking No EYHZ29 which also requires a cancellation.
I have been very patient waiting for a response, but this is unacceptable.
Please contact me.
Due to the Level 3 travel advice from the Australian Government regarding the Covid 19 virus we need to reschedule our booking for the Mulia which included flights with Garuda Airlines. We've contacted the Mulia directly and they are willing to change our dates but after contacting Garuda Airlines have been informed that they can't help us and that we need to contact you directly. Unfortunately we have had trouble getting through. Our booking number is DYV4ID and for Garuda it's U2E5RB.
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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