Luxury Escapes

Luxury Escapes provide amazing deals around the world and within Australia. The staff are professional and courteous and some of my most memorable holidays were booked through Luxury Escapes.

I had the pleasure of dealing with Leigh yesterday and today. He changed the dates of my trip and added another day to my trip. Nothing was too much trouble for him. Thank you for making the experience very easy

Requested to contact LE - tried prior to placing review - call centre too busy - ‘extreme wait times’. Booking LSRWR1. Purchased special deal back in February 2021 with hotel in Melbourne - promised beautiful view 1 or beautiful view 2, a la carte breakfast, free valet, deluxe room, welcome drink each, paid in full. Hotel charged me again, charged $120 less than Luxury Escapes, one drink between us, breakfast - cereal or eggs - not both, $60 ticket for valet (which was sorted, it’s just a standard ticket), got questionable view # 3 - the tin roof - hotel said no comms from LE re view (subject to availability do Melb has been in lockdown, we booked 9 months ago - not available?). Apparently mini bar only on request, newspaper to room - no - have to go downstairs to lobby. Just sorting out something minor that happened in the car park when car was parked (not the hotel’s fault but it’s a brand new car so hoping we can get it sorted). View from the room attached! Thank god there was some graffiti in it (this was a special present for my partner and it was just tarnished from the start: () LE set expectations - a d when not met it reflects badly on the hotel, causes stress when having to ask for what you feel you are entitled to. It was not a cheap purchase, saved for months to buy this. Staff at hotel were just amazing, truly a beautiful hotel, but the communication between LE and the hotel was atrocious, will never book with LE again, trust is like a balloon, once burst there’s no going back.

I want to thank Leigh for the prompt and professional service. This has been ongoing due to Covid but Leigh was able to reassure and simplify my query. Thank you Leigh.

I had to change our deal due to covid restrictions re borders being closed to NSW. I have been dealing with Leigh regarding our changes and he has been so helpful, polite, well mannered. Nothing has been a problem for him, emailing us to keep us informed of hotel cancellation and credits being issued.

Also dealt with Alex and Rebecca re our flight changes and they were both really polite and helpful also, with Rebecca changing our flights for us today.

Throughout the global pandemic Luxury Escapes has provided personal assistance to resolve issues in travel bookings. I appreciate the support received from Luxury Escapes staff. Many travel companies have not been as helpful. We are loyal customers and will continue to enjoy Luxury Escapes as a preferred travel source as we know staff will look after us. Staff have changed booking dates, given credits etc when both international and domestic lockdowns occurred.

I not happy at all! My travel was canceled due to COVID-19, no problems! But now when I want to re-book apparently No dates are available! Untrue! As I checked myself on their website and lots of dayes are available! Except they want you to purchase a New deal so they can charge $200 more very unprofessional!
If i already paid for the deal I should be able to book! They gave me a voucher back but i want me money! Not happy
Booking no: TG62ZV

It's impossible to get through to them on the phone or get a response by email. I can't travel due to border restrictions and need to cancel the booking that was made almost a year ago. There's no provision to cancel online. Over the past few days I've tried to call numerous times and have been on hold for so long I've had to give up. I have emailed and not got a response either. Today I was determined to hold to speak to someone and I held on in the queue for just over 4 hours only for someone to answer the phone and immediately hang up. The call centre trick to get your stats up! I've now been on hold for over 3.5 hours and still can't get through. All of a sudden I received a recorded message "our office is closed" after having gone from number 27 to number 3 in the queue. I understand everything to do with travel is busy but they have had 18 months to get their act together, it's hardly unexpected. This is absolutely terrible customer service.

In response to your reply -Can you please advise how I can send a private message as my emails to your support email haven't been responded to. Just to top it off someone from your company called my phone AFTER MIDNIGHT so you obviously have phone numbers of people that have been in your queue. I didn't take the option of a call back as I'm pretty sure that's not going to be responded to either. The message left advised me to call back - what a joke.

Case Number: 02301376
i am in pure disgust. Was on hold for 4 and a half hours with no response. When I was in spot 1, they suddenly cancelled the call. Terrible customer service. A waste of time and am very very disappointed. I believe this may be a trickery and I will be needing an explanation

A huge thank you to Rebecca from Luxury Escapes Flights section who was able to quickly and efficiently update our flights when the airline cancelled our flight. Rebecca's action ensured that we avoided a 15 hr stay at the airport. We highly recommend Rebecca & Luxury Escapes

Luxury Escapes have been incredible in assisting with date changes at no additional cost to ensure we can still go on our trips despite all the restrictions. A big 'Thank You' to Leigh in support team who managed to get the change I needed in an incredibly tight timeframe so that we could still enjoy the escape that we have been looking forward to.

Recently our trip to Kimberleys was affected with the Perth 3 day lockdown. Team at Luxury Escapes provided support and assistance with the amended travel arrangements to reschedule flights via another state. LE Flight Support staff member Ajan Joseph diligently worked with us to book flights and other necessary changes as well as providing further assistance after our trip. We have recently booked another trip with Luxury Escapes due to the great service received for all previous trips and packages which have been of good quality and price.

Can’t thank Kat enough for helping our family in relation to a trip refund. We were absolutely devastated when Covid hit right at the time when we were due to travel overseas for a LE trip, something our family had been looking forward to for a long time. Throughout the process, Albeit some slight delays which was understandable, Kat Kept us up-to-date, offering us options, and liaising with the hotel to work through the best solutions for us. Thanks for your support, professionalism and help.

We had to change our booking at fairly short notice and Kat was extremely helpful and efficient, achieving the requested outcome and informing us very promptly. Thank you, Kat!

Just had an amazing interaction with Sean at Luxury Escapes. He was the most helpful, professional and courteous man to speak with, and he sorted everything instantly. He is a credit to your company, don’t let him go!
Thank you Sean, you’ve made my day.

Had a problem with my booking and dates. A quick phone call later I spoke with Kat who was very efficient obliging and understanding she helped me get the booking I wanted. 5 star service which must say I have always received from the Luxury Escapes team. Well done!

I was able to change my dates with ease even though it was within the 21 day policy. Thanks Kat!

I spoke to Issy, she was extremely helpful, very nice to talk to, a pleasure to deal with Luxury Escapes, highly recommended ask for Issy.
Julie

The service provided by Kat at Luxury Escapes was second to none!
She is a customer service professional that took ownership of my unique situation, is true to her word and resolved everything with a day. A true asset to the team.

The service provided to me by Kat was outstanding. She responded to my request within 24 hours and she was so professional and polite when dealing with my queries on the phone. She’s a real asset to the Luxury Escapes team.