Luxury Escapes Reviews
Based on 21 customer reviews and online research, luxuryescapes.com has a consumer rating of 3.1 out of 5 stars, indicating that most customers are generally satisfied with Luxury Escapes.
5 Stars(9)
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4 Stars(2)
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3 Stars(1)
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2 Stars(1)
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1 Star(8)
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Top Reviews
Do not ever book a holiday with Luxury Escapes.
We booked and paid for a 5 night stay at the Maldives and booked Premium Economy airfares with Cathay Pacific through Luxury Escapes back in January 2020 for travel in February 2020.
For medical reasons which had nothing to do with Covid-19, we had to cancel and informed Luxury Escapes of our request to cancel on 12 February 2020, well and truly before COVID-19 measures were introduced and the borders were closed.
We were initially denied a refund on the grounds that the accommodation provider had refused to allow a refund. But after my Husband relentlessly pursued Luxury Escapes, they refunded the money on 12 June 2020 in full.
We were told on 12 February 2020 when we cancelled that our flights would attract a $1500 cancellation fee, but we would receive the balance refund within 12 weeks. We paid the cancellation fee and continually touched base with Luxury Escapes within the 12 week period and they kept telling us that they were waiting on the money back from the airline.
After 12 weeks, we still did not receive our refund and Luxury Escapes were ignoring our requests for information and our letter of demand, so we lodged a claim in the NSW Civil and Administrative Tribunal. Part of our claim was a request for information from Luxury Escapes detailing the steps they have taken to obtain our refund and proof that they had actually paid Cathay Pacific. After we were told in writing that the accommodation provider refused a refund then miraculously 4 months later we received a full refund, we thought that to be a prudent course of action.
Luxury Escapes have ignored the NCAT directions to provide documentation by a certain date and have not responded to our claim at all. They are basically ignoring us and ignoring the Tribunal.
Our hearing date looms, and I have spoken with a Customer Service team member from Luxury Escapes in an attempt to settle the matter and have emailed him asking for an update but he has not responded.
It would appear that even if you take legal action, you will be ignored.
Even after months of corresponding with Luxury Escapes in a polite manner, stating the numerous reasons why I am legally entitled to a refund and providing evidence that the borders are closed, the hotel is not operating the services I paid for in my booking and financial hardship, Luxury Escapes refuses to refund my money. Absolutely despicable behaviour and absolute disregard for their customers. DO NOT BOOK A TRIP WITH THIS COMPANY!
Customer Reviews (21)
Erin was brilliant & helpful in booking numerous accomodation spots for our road trip
Also pointed out some highlights as this was our very first road trip into Victoria from Sydney with the end stop being the Mantra on the great ocean road Lorne
I have just been given a 18 month credit that can be used anywhere after the original booking was cancelled due to covid in June 2020. This is a much better result than what was originally offered in the form of "you must use this booking at the same hotel, in London, by November 2021". Not likely to be leaving Australia for overseas in this year. Happy with the result.
After several LE bookings and experiences, I cannot praise the travel provider enough. ALL of our escapes have been remarkable. We have visited many corners of the globe utilizing LE offers. The latest booking to the Cook Islands looks fantastic. We had to cancel our family Christmas there last year.....this deal looked like a DO NOT MISS opportunity. Thank you Fretzie, for your input and confirming my thoughts....much appreciated since I needed to commit to 6 bookings. I also appreciate your expert advice and possible requests which should be made. I am very thankful for your patience, it was awkward moving money around accounts in order to pay the different packages. After the past 15 months and several cancellations....what a way to start overseas travel again :)))))
I would like to thank & commend Alex for his fantastic service today. I am 80 Y.O and was a little unsure of the change in flight times by Virgin. However Alex went the extra step in following up prior to him not being back until Tuesday and got us seats sitting together which I had omitted to do earlier. Same seats also on retrn flight. So thanks very much Alex ! & well done.
I called to arrange an extension and upgrade of my 5 star Rotorua escape. Katie was super helpful and made the process easy :)
After having to cancel a booking due to unforeseen circumstances we found Kat to be very efficient and helpful in resolving our problem
This week, I was forced to change my longed for family break due to illness. I thought I would be out of pocket. I phoned Luxury Escapes and got the best customer service ever! A lady called LOZ went above and beyond for me. My stress reduced, I was able to reschedule. I am so grateful to Luxury Escapes during what has been a stressful time. Loz was the real deal. A million thanks.
Erin helped me book our trip for 4 to Perth. She was so very helpful and got our details, booking and flights organized with the least amount of fuss. Erin is a credit to Luxury escapes for her professionalism.
Very happy with the help I had from Elias. He changed my booking, helped with options available and returned my emails with updated information re my postponed trip to Surfer's Paradise. I was very happy to be able to deal with a 'real' person.
We had booked 2 nicghts accommodation in Adelaide for my wife and I and three other couples.
For covid reasons, we deferred and deferred and a couple of weeks ago, the 8 of us made the decision to permanently cancel Adelaide and look for an alternative venue, which we are still doing.
All this was done under the guidance and direction of Stan, who could not have been better - clear, precise, timely and doing everything he promsed to do.
A good experience for us all - and a lot of thanks to Stan!
Cheers
Andrew Peterson
We first booked with Luxury Escapes for our honeymoon earlier this year and rebooked and booked several times because of COVID. We did end up going on honeymoon!
I would rate some of the actual hotels we stayed in probably 3 to 3.5 stars, just because often they didn’t turn out as amazing as they look in the photos, but if you do your separate research and know what you’re getting into, it should be good.
The person who deserves a five star review is Alison. She has helped us get credit back several times, and even recently not because of COVID restrictions but personal reasons.
It must have been a super tough year for you guys Luxury Escapes, but thanks for doing your best to make ours better!
Today a QCAT Mediation was scheduled for which Luxury escapes were sent the documentation by myself and contacted by QCAT to confirm the time and date and guess what, they didnt turn up which will tell you all about their attitude. I am pushing for this to now go to an appearance hearing. make your own decisions people.
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