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Luxury Escapes Questions & Answers (page 2 of 15)
296 questions from our users
Peter Rasked
Hello LE,
Booking reference no AFX4WT, CRIX5E
We originally booked and paid in full for our holiday to China '17TH JANUARY 2020'
(pre-Corona Virus advice )
Although 'LE can no longer offer this holiday' and despite various phone calls and emails to your office we have still not received a satisfactory response.
With the impact of this pandemic, we find ourselves in real financial need to get our money back.
Please act with integrity !!
Respond and confirm a refund of our money accordingly.
Thank you,
Peter
1 answer
Luxury.EscapesLuxury Escapes
Hi Peter, please be assured your case has been escalated and a customer service specialist will be in touch to help you. Thank you, LE
Deb Heffernanasked
Hello LE,
Case Number: 01769630
On 21 March 2020 I was contacted by one of your staff who explained that you would not issue a refund despite this hotel and a Phuket hotel agreeing to a cancellation due to the global crisis.
He further explained that should I not do anything as in if I don’t show at the hotel I will have no recourse. This is despite the fact that I do not have a choice I.e. we are not to leave the country, no insurance coy will cover under a pandemic and my partners poor health.
I was left with no choice but to agree to a ‘buy now, use later’, I explained that both packages (2 Phuket and 1 Bali) did not have a validity date which I could use. The LE person advised they would be negotiating with hotels to extend the validity dates.
As explained, am in the tourism industry myself and can only go away May/June each year, which is evident for the 3 consecutive years I have purchased LE. So I need these dates.
I also have a question, am I able to book an alternative hotel should the 2 hotels I have bookings with not extend the validity to May/June 2021?
Also, do you not find it interesting that other travel companies are issuing 100% refund as this is a world crisis. For example Airbnb are issuing full refunds. I issued a full refund to someone today who has advised they will book with us in the future. Do you think your clients will be booking with you again?
I would still like to have a refund, all hotels in Phuket are closed! Thailand and Indonesia are closed.
Please respond to this message now I am being threatened with a ‘expiry date’ of 13 April, unbelievable! No one has responded to my case number on your site, being Case Number: 01769630.
Regards Deb
[email protected]
[number removed]
6 answers
Luxury.EscapesLuxury Escapes
Hi there Deb, sorry to hear this has not been resolved. Could you please share your booking reference and we'll look into this for you. Thanks, LE
Luxury E.Luxury Escapes
Hi Deb, thank you for touching base and we apologise for the delays. We have escalated your case
and our support team will reach out to you further via email.
Hi Deb, Good luck. I have been waiting for a response from Luxury Escapes for 2 months. The Hotel in Malta had agreed to our booking being cancelled but required LE to do the cancellation. Still no confirmation from LE and no refund. It is very poor that LE continues to advertise trips and take bookings and yet it ignores its customers that have been so badly affected by the pandemic. I hope the Australian Federal Government assists LE's customers before it ever considers giving assistance to LE.
CEE CEEasked
Has anyone been given a refund?
No answers
CEE CEEasked
Hi I have this booking WBAGIZ to Bali in July. Can I please get a refund?
5 answers
Hi there, luxury escapes policy is “we don’t refund.” Remember this when you book next time and book directly with hotels. I learnt my lesson!
Mmmm I don’t think that would be legal at this point in time
I have friends who’ve been given credit.
Clive Wasked
I have twice requested refunds for 3 consecutive bookings we have in North Queensland in May 2020 (booking ID’s F9CO1B, WJWZRN and IL00MO). The Qld border is closed and there are no flights going to Cairns. There are also no suitable dates available on your website. Can someone please review this and get back to me?
6 answers
I believe there are no refunds being offered. We went for our trip to Phukett next week. However were offered a change of date to use the exact same package by October 2021. We were happy with the offer as I think if they gave refunds they would not have any money, they would go broke and we won’t be able to use our credits.
Jan
That’s no answer. I think Fair Trading compel a refund if the service can not be provided?
I have used them many times before & they have always been good, but they are starting to get a bit suspect. At times like this with state blockages and airline closures refunds should be automatically provided.
Garyasked
Hi, we're supposed to be flying to Singapore with you next week, on 9 April
You've given us a credit for the hotel portion ages ago (thanks) but can someone please advise what's happening with our flights? WC4LQB
Thanks,
Gary
2 answers
Can't help because we Didn't have flights only resorts. If that's AirAsia they are not very helpful. Jetstar changed our flights
Luxury.EscapesLuxury Escapes
Hi Gary this was escalated for you, please let us know if this has not been resolved. Thank you, LE
Sam239asked
Hello
I have emailed LE about our two bookings (HYVXS9 and 6ZSNOB) but have not received a response. We would like to get a refund for our bookings or atleast see what date changes are available, but the website does not show any date change options. Can you please assist?
3 answers
Luxury.EscapesLuxury Escapes
Hi there Sam239, I've taken a look at your booking and since this is a multi-hotel booking, one of our specialists will need to contact you to assist. Please be assured I have escalated your case and somebody will be in touch to help. The team is currently working through bookings in order of departure date so this may take a few days, thanks so much for your patience. Thanks, LE
Hello Sam l used facebook messager
They reply to this quicker than emails
I kept asking for a credit voucher as we will be going next year now.
I tried 25 emails as qantas tell me change or cancel before 30 April 2020.
Finally got a person 8am today! Credit my flights etc let’s see! Qantas advised go to ACC complain!
I must thank Qantas for help!
KLTasked
Hi I have sent an email but yet to receive a response.
I have a booking to Crete in July, booking reference number 73FSXC.
I have seen the offer to change the dates however this does not work for us as the resort is only open from May till October.
Can you please advise the process for a refund or a credit?
4 answers
My understanding is they are only too happy to work with you around your availability. They were certainly most accommodating with me. All the best.
I was struggling to get a response via email too. Very long wait times, they are inundated.
I ended up calling them and requesting a call back (press 0 anytime) and within a few hours Nik from LE called me and has been excellent help since. My issue is now happily resolved.
Thank you I will give that a go
Pamasked
Have booked a Luxury Escape holiday for 3 nights in July staying and The Fairmont Singapore. Due to the current Covid-19 situation we would like to cancel our reservation. Booking reference IGL1LR. Would you kindly please advise the process. Thankyou.
1 answer
Luxury.EscapesLuxury Escapes
Hi there Pam, we've just sent you a direct message, thanks, LE
Alan H.asked
We are booked on the MS Robert Burns departing Cologne 20July 2020, Classed as a Luxury escapes exclusive is it likely this cruise will be cancelled. If so this being an exclusive offer will we be refunded our money,
Regards Alan
7 answers
Luxury.EscapesLuxury Escapes
Hi there Alan, could you kindly share your booking reference and we'll look into this for you. Thanks, LE
Hi LE. Thanks For your quick response Booking information is
VTIJOH and FEJMVS
Regards,
Alan
Luxury.EscapesLuxury Escapes
Thanks Alan, I've escalated this for you and a specialist will be in touch to help you. The team is currently working through a huge volume of enquiries in order of departure date so this may take a couple of days - thanks so much for bearing with us during this time. Thanks, LE
LynMcasked
I have emailed Luxury Escapes regarding cancelling a European cruise in July 2020 as obviously we are all unable to travel due to coronavirus. I have not received any reply from them and are unable to get in touch via phone. I am unable to change the booking online due to it being a cruise. I know they are very busy dealing with everyone, but surely they can clarify the situation for myself and all others in the same boat. Will we get a refund???
4 answers
I have just received a call back from LE and a lovely lady named Claire has advised that she will send off notification to the Tours department who will get back to me. She also advised that there were only 2 people looking after that dept so there would be a delay of a couple of days as obviously they are prioritising people who are travelling soon. Hopefully that is a start. Perhaps they need more people in the department at present, although I am sure the staff are doing their best. I would be happy to receive a refund or reschedule to next year, but I guess that depends on the operators of the cruise. I will keep everyone posted on my outcome.
Luxury.EscapesLuxury Escapes
Hi there Lyn, thanks so much for your patience during this time. Sounds like your enquiry has been escalated but please let us know if you need any further assistance. Thanks, LE
Hi Lyn, I am also waiting for clarification about a cruise in July. Can you post if you get any clarification of your options, and I will do the same. Chris
Goldieasked
Please respond to my 3 rd query about your refund or credit options. My booking is in July 2020 but I need to know my options before I sort out all my other trip bookings and leave from work. If you can just reassure me I am not going to lose $10000 I will be satisfied for now. Booking reference SG51S Europe River cruise
4 answers
Luxury.EscapesLuxury Escapes
Hi Goldie, thank you for your message - could you kindly send us a DM with your name, email address and booking reference and we'll escalate this for you. Thanks, LE
Christine Finger
I have had an email from Mikayla and am eagerly waiting for a g uarantee that I will not lose my money. SG51S River cruise from Cologne 20/7/20
Luxury.EscapesLuxury Escapes
Thanks for confirming, sounds like Mikayla is on the case, please let us know if you require any further assistance. Thanks, LE
Georgina M.asked
How do I arrange a travel credit for a holiday I have booked with you for May?
6 answers
I would recommend to post your booking id here - this seems to speed up the process. I had success with that
Luxury.EscapesLuxury Escapes
Hi there Georgina, could you kindly share your booking reference and we'll look into this for you. Thanks, LE
Thanks. Booking ID: UXY73U
16 May 2020 - 23 May 2020
Georgina M.asked
Hello Luxury Escapes, how can I arrange a travel credit for a holiday I have booked through you in May?
No answers
Allan Sasked
Hi Luxury Escapes
I have a total of 7 escapes booked and paid for
Only one I have confirmed dates
I would like to get a full refund for all, and have sent a email requesting this several days ago with no response
Please advise as I am out some $13,000 having paid all this money
I trust this is held in a trust account
Thanks
Allan Struthers
8 answers
Luxury.EscapesLuxury Escapes
Hi Allan, could you kindly send us a message with your booking references and we'll look into this for you. Thanks, LE
Hi Luxury Escapes
I sent an email to your website with these details 2 weeks ago without any response whatsoever.
You are happy to send me daily emails with new escapes but will not deal with the $13,000 I have already spent with you.
Please advise if you intend to refund me these funds
Thank you.
Luxury.EscapesLuxury Escapes
Hi Allan, could you kindly share your booking references and we'll look into this for you. Thanks, LE
mandyasked
I simply want to find a tax invoice on Lux escapes website. I can log into my account and can see where we have paid the total but shouldn't a tax invoice include a ABN?
8 answers
If this is for you to make a claim on travel insurance that page where you have a summary of your deal and amount paid should be sufficient. If it’s for another purpose, I’m sorry I don’t know where you would find an actual tax invoice. It might be worth tracking back to find your email from LE confirming your purchase?? Good luck Mandy
Thanks Shell,
Need to provide a tax receipt for salary packaging purposes. I have submitted the page as you suggest and will see how that goes. We have a trip of a lifetime Safari booked for November so things may be be ok by then. Here's hoping
I’ve got my fingers crossed for you :)
Katrina Andersonasked
I have a luxury Escapes Exclusive private charter 15 day European River Cruise and another private 5 day tour of the netherlands/amsterdam plus a 5 star hotel accomodation with upgrade in Barcelona. There is no alternate date available. How do i apply for a refund?
2 answers
Katrina, just call them on 1300889900 using a number they can call u back on. A staff member will call u back and assist u. They are very helpful and understanding, however people with up and coming holidays will need priority ofc. Good luck and take care.
Luxury.EscapesLuxury Escapes
Hi there Katrina could you share your booking reference and we'll look into this for you. Thanks, LE
Sueanneasked
Like everyone else I have tried unsuccessfully via phone and email. I have paid $6000 for a LE package to Berkeley River Lodge in the Kimberley region of WA. My booking reference is BAJ9VW. I am booked from 27 May to 1 June and have several other linked flight and accommodation bookings. I am just trying to find out my options - can I choose another date or get a refund. The LE website says I can change my date but when I try there is no option to do so.
1 answer
Luxury.EscapesLuxury Escapes
Hi there Sueanne, we can see a specialist has been in touch with you, please let us know if you need any further assistance. Thanks, LE
Amy Q.asked
Hi
I am after an update on my Booking Number: 8ZI4P8, D0IQBE to CHINA -Wed 6 May 2020.
I have been trying to get information since early February so would be great to have this resolved please. Could someone please email me to let me know if I will receive a refund or what my options are. Thanks very much!
9 answers
Luxury.EscapesLuxury Escapes
Hi Amy, we can see a specialist has been in touch with you, please let us know if you need any further assistance. Thanks, LE
Hi LE
No that is incorrect. No one from LE has contacted me unfortunately. The only response I have received is from Expedition exclusive who advised that they can't give me information yet. Please advise if I will receive a refund?
Thanks
Luxury.EscapesLuxury Escapes
Hi Amy sorry to hear this, going to escalate this for you now and somebody will be in touch ASAP. Thanks, LE
Debasked
Hi Luxury Escapes, my booking reference is FQMYM4, We were due to travel 16/03. I have called daily since 11/03, emailed 5 times and contact us 3 times, to date I have only received an email 20/03 referring me to mybooking after the travel had already passed, hence I cannot update my booking. The hotel has advised they will honour the booking later in the year with confirmation from Luxury Escapes. Can you please contact me asap to discuss options
1 answer
Luxury.EscapesLuxury Escapes
Hi Deb, we can see a specialist has been in touch with you, please let us know if you need any further assistance. Thanks, LE
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