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Great assistance & service from Alison from the Luxury Escapes Support Team in cancelling my London hotel booking months after I had made it and crediting the cost to my account for use on Luxury Escapes over the next 12 months. I’m unable to travel overseas in 2020-21 due to risk factors related to COVID & was concerned that I would be left out of pocket. I can now use the credits to book Luxury Escapes within the next 12 months. Thanks you Alison you were so helpful and thank you Luxury Escapes for going beyond what is required.
After begging and begging for a refund for 2 holidays – 1 LE and 1 Scoopon we were only offered credit..only to find out they have been giving refunds to SOME. We need a refund due to loss of work and 4 kids! I have signed petitions, contacted laywers and will be joining class actions as its just not good enough – do the right thing LE, its crazy that we have to BEG!
I cannot thank Alison and the team at Luxury Escapes enoygh for how supportive they were in managing my accommodation requirements during covid, wouldn’t hesitate to book with them again
Very happy with prompt and courteous attention given by Alison
LE Refusing refunds “Luxury Escapes assesses each request fora. refund based on it’s merits”. After a cancelled wedding, cancelled honeymoon (to which we are demanding a refund for), urgent surgery that put me out of work for 8 weeks prior to COVID and then COVID hit and my fiance and I both lost our jobs – we are now living with nothing to our damn names and LE are living in luxury refusing a refund. Absolutely disgusting behaviour from an Australian company. NEVER AGAIN.
Only the latest review will count in the company’s TrustScore
We had an international trip booked in May 2020 however given the current travel restrictions we were unable to travel due to travel bans imposed. The hotels offered a full refund to anyone booked during this period however Luxury Escapes refuse to provide a refund and only a credit.
We do not want a credit as we had intended to travel in May 2020 for a family event and a credit for another time in 2021 is not going to suit. One of our children will also count as a adult in 2021, meaning flight prices and ticket entries to venues will increase. This is not ideal in the current climate for me and my family.
I’m disappointed to hear Luxury Escapes are offering refunds to some and not others. We have used LE for a number of holidays but will never use them again if we aren’t offered a refund. As a family of 6 the holiday options currently offered are not ideal to our situation. The customer service rep even suggested we ‘gift’ the credit to someone else! Seriously we saved for a year to pull together the $5500 accommodation money, let alone flights and other expenses on top of this.
I have received an email from the Customer Services department and advised my booking has been escalated but still have not heard a week later. This is very exhausting as we have requested a refund for months now!
Luxury Escapes, how can you refuse a refund for a service and product you are unable to provide? Contractually the dates were not met. How about you help your current clientele before you lose them all.
Alison was very helpful with my recent changes to our package. I would definitely recommend Luxury Escapes to anyone.
I am utterly disgusted with the service and consideration we have been given during this time. I am dumbfounded as to how the company can have such a lack of empathy to the people that they so easily take money off. We have asked for our money back repeatedly and been meet with refusals, all the while friends and family members have been granted full refunds. I would love someone to provide me with an explanation of to why we weren’t given a refund when so many other around us have been afforded one.
Luxury Escapes reported this review for breaching of Trustpilot guidelines. We are currently assessing the review in accordance with our .
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Only the latest review will count in the company’s TrustScore
I must comment that all my dealings with Luxury Escapes during this difficult time (and beforehand when things were normal!) have been friendly and very professional. It gives me a lot of confidence to continue planning our trips and recommending Luxury Escapes.
Hi, my experience with Luxury Escapes has overall been positive however after reading hundreds of reviews over the last 3-4 months I am really disappointed to see that it appears some people are being offered refunds and others are not. Why are some people deemed worthy of a refund and others are not? To me it just looks as if whoever complains enough gets what they want. After seeing some reviews I’ve seen people get refunds when they purchased their travel packages after 11 March 2020 when the COVID-19 situation was characterised as a pandemic.
For myself I purchased our package to Bali in November 2019 to travel in June 2020 for the purpose of relaxing before commencing IVF treatment. I booked this holiday well before the 30 January 2020 announcement WHO declared COVID-19 a health emergency.
Luxury Escapes due to high call volumes would only assist people who had to travel within 14 days of contacting them (which is understandable) so I attempted to at least obtain refunds for my flight from Virgin which when I entered the details would not allow me to and the message said something to the effect of because I had booked through a third party I would need to contact them.
When finally being able to contact Luxury Escapes they advised I would need to email flight support separate (which I did) and the accommodation component they just put on hold. When I instead asked if it was possible for either a refund or credit note so could use on a different holiday location the woman I spoke with said she did not have the authority to do that and instead said she would just put the accommodation on hold and refund my travel insurance. There was some further short correspondence in between and on 30 May I sent another follow-up email to which I have not yet received a response. Even though my IVF treatment is now also on hold due to COVID and not due to commence for a few more months I would not want to and may not even be able to travel outside of Australia (even once we are allowed) for that reason. I feel as if I was not given any choices by Luxury Escapes and am now at a loss of what to do next except potentially register my interest with Slater + Gordon’ Travel Vouchers class action.
Alison from Luxury Escapes did a great job organising a credit for me which enabled me to change our holiday destination …..she was very prompt and efficient.
Jude. T
After having an issue with a gift card, Alison from LE was very informative and assisted in rectifying the problem. She contacted with an updated so I wasn’t waiting weeks wondering what was going on. She was very pleasant to deal with and went above and beyond.
I tried to review before on another site by it wasn’t published. What I said was how I had been ignored when trying to contact Luxury Escapes regarding our cancelled holiday.
Unfortunately, since this initial review, the situation has worsened.
As noted in my previous review, I several FB direct messages to Luxury Escapes without any reply or acknowledgement. I was very aware that other customers were getting responses via DM, so this was clearly disappointing.
Given my trouble contacting the team via DM, I chose to comment on a FB post asking for someone to please contact me. Again, other customers were doing the same and had quite clearly been acknowledged. Instead of receiving the help I was asking for, however, I was banned! This absolute lack of customer service is baffling.
Since being banned from the Facebook page, I called the sales team to ask for help. The lady I spoke with looked at my file and assured me that someone would promptly return my call.
After one week I had not heard from Luxury Escapes so called again. Once again, I was assured that someone would be in touch.
Later that afternoon I received a generic email saying that, having reviewed my case, the team had the “pleasure” of offering me a Luxury Escapes credit. Unfortunately, though, this offer is not new.
We have now waited many many weeks for a review of our case, only to be handed the same offer with the guise that it is new.
We demand a full refund. The tour we booked was cancelled by LE.
Our contract with you is frustrated, Luxury Escapes, and we’d like our money rightfully returned.
Only the latest review will count in the company’s TrustScore
I had a trip booked in Tokyo October 2020. Unable to get a refund only a credit which wasn’t satisfactory but the only option. Finally reluctantly accepted the credit with the hope that I can use it within the 18 month time frame.
I do think it is unethical that LE refuse to offer refunds unlike many other travel companies that have offered me them.
I have used LE many times but shalln’t in future and have and will continue to advise others to be wary of LE.
Alison was very helpful and understanding thoughthough.
I had a trip Booked for April 2020 but due to covid 19 could go. And in these uncertain time it doesn’t look like anyone will be able to travel overseas within the next 12 months. I have contacted asking for a refund but am now getting very annoyed. I will be contacting ACCC as look at there web site i am entitled to a refund Booking number is JYYH3N. What these people fail to realise is that bad service will cost them as people tell people and they will get a bad name. Helen Cox
After many, many emails re our Escape I was fortunate enough to be contacted by Alison, she was very understanding and helpful & has managed to get us a refund on the accomodation side of our holiday which we booked last January to travel in April to celebrate our 50th wedding anniversary, thank you Alison for your energy & total commitment to your role. We now we have to hope that Virgin airlines also come to party and refund the travel side, unfortunately Virgin are wanting to charge extraordinary $$$ for re-booking a flight which by the way was cancelled by them, not us, the customer, sorry Virgin but you have many very unhappy past travellers, once again though, great work from Alison on behalf of Luxury Escapes …. Rod@Rita
Refund for Booking Number: DDOG3N
Seeking refund for the above booking for a trip to Singapore in November 2020. Pathetic customer service, lack of response and honouring commitments given to follow-up. We do not want vouchers and simply want a refund. Phone hold times are atrocious and no email follow up.
Finally Luxury Escapes has refunded our trip money after an unclear and confusing process ( or lack of). I wish to acknowledge their positive response and hope that they do the same to all their clients.
Only the latest review will count in the company’s TrustScore
Luxury Escapes reported this review for breaching of Trustpilot guidelines. We are currently assessing the review in accordance with our .
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Lorem ipsum dolor sit amet, consectetur adipiscing elit.
Only the latest review will count in the company’s TrustScore
