On 8 September we paid for a accomodation for 7 days in FNQ to be taken from 5 May. We have sent emails to LE since 23 March 2020 asking for a refund. Their answer was no refund or credit and we may like to give this to family or friends. We are asking for a refund as we are 79 and 81 and do not wish to travel until there is a vaccine. We have checked with the resort and verified they will not be paid until we book out. LE have already had our money for 7 months, and at our ages we are finding the whole situation with the Corona Virus stressful and do not need to be treated like this.

Rang Luxury Escapes with reference to my Singapore booking in July.
Naturally telephone lines a little busy. Only 10 minutes for to be answered.
Loz answered call and explained the situation re extension of time dates etc.,
She was always pleasant and had clarity in her / our discussions. I was slightly apprehensive in view of our current situation. Well done.
Have used Luxury Escapes 8/10 times over the years...and recommended friends.
They, as well as their products, have always performed to our high expectations.
Thanks again.

I rang in relation to a query re a booking I had made that I thought had sold out of the 3 day booking but as it turned out when I contacted Loz at Luxury Escapes she assisted in working out that this was not the case. I had made a boo boo. Loz was fantastic to deal with and did not judge me for a silly oversight on my part. Very polite and friendly and will definitely deal with her again. And well done to Luxury Escapes for a great website and being so forward in their thinking of how to assist customers during this time.

Have attempted to contact regarding booking SJYZ2S hotel booking following the venue no longer holding the wedding that the room was booked for. Have not heard anything back. Judging from other reviews, ignoring customer enquiries seems to be the norm from this company. Hoping this can be resolved.

I have made 3 attempts via email to request a full refund for my booking in September. I would appreciate some communication in regards to my requests in relation to this matter as my booking was made prior to COVID 19, and given the circumstances this holiday won’t be able to proceed. Please have someone contact me.
Thank you
Chelsea

I booked a holiday in February and I was really excited to check out the Sheraton Gold Coast after Thomas' amazing recommendation. Unfortunately due to current events, I had to cancel my plans. I'm so glad I called Luxury Escapes and spoke to Max, who promptly put my booking on hold to use at a later time. I can't wait to get this booked in and travel again when this is all over. Thanks again Thomas and Max!!

Another frustrated customer!!!

After multiple emails and calls, LE is still referring to their one-sided terms & conditions with copy-paste cliche responses. We bought this tour in Jun 2022 and it was canceled due to the COVID19 situation.
"7-day changes of mind" is a convenient clause for you.... We didn't cancel the trip or change our mind, you emailed us and asked to change dates.

Is a class action the ACCC/media the only option???

Booked a trip through Luxury Escapes, tried to get a second for a friend, but it was already gone for same date. Criona was exceptional in helping organise by contacting hotel and getting another one.

I have always had excellent experience with Luxury Escapes, both the trips and the support from staff at Luxury Escapes. Just wanted to thank you all for so much support during this difficult time for everyone as a result of COVID-19, with all the re-arrnaging that has needed to be done, and at a time that must be particularly stressful for you all in the travel industry. Particular thanks to Max who has gone out of his way to follow up bookings that weren't immediately avalable on the website and kept in excellent touch about progress - many thanks.

My fiance & I had to change our booking twice due to moving our wedding because of covid! We got fast responses, that were polite & the team were so flexible! Made it so much less stressful for us given everything else going on. You guys rock! X

Booking No: LGJBBMBWJVAZ - 9th May 2020 Turkey Tour

Unfortunately I am only able to rate Luxury Escapes with one star which gives a ‘terrible’ rating reflecting the service that LE has provided.
I’ve made phone calls & sent an email with no assistance given.
Our trip is 2 weeks away & due to the C 19 it will not be going ahead.
We’ve been offered via email an unacceptable change of date which certainly doesn’t work for us.
I work in the medical industry & have more important things to do at the moment than chasing up this matter with LE.
We paid $8,000 over 12 months ago & LE are refusing to give a refund.
Consumers Affairs?

I would like to write a novella about this experience but here’s the cliff notes:
I had paid to fly A380 direct Sydney to Singapore. Due to C19 it was changed to November. They charged me $140 to change and did not tell me my new flight was via Canberra with an extra 90 minute layover and flying a 777-300. Extra taxes and flight fare was because flight went via Canberra. When challenged LE believe; a 10.25 hr flight time is the same as 8.05hr, a direct flight is the same as a 1 stop flight, a 90 minute transit time sitting on a plane on a tarmac is a good experience. And that the A380 aircraft is the same as a 777-300.
Zero customer service.
Airline Booking Ref : VBFZDJ

We have had many occasions in dealing with Luxury Escapes and cannot fault them, we did have an issue to rectify due to the current Covid 19 pandemic and the disruption to everyones holiday plans, which was to cancel a booking, during this process we had the fortune in dealing with Mr. Todd Heidke who assisted us in working through the issue, he was outstanding and is a credit to the Company. We would have no hesitation in booking some more lovely experiences with Luxury Escapes over years to come.
Thank you

Jetstar refunded LE money for flights I booked through LE. LE advise they won't refund me for a minimum of 4 weeks. I believe they are holding onto my money for an unreasonable period of time. I don't believe it takes more than 4 weeks to clear funds. I don't believe they will ever refund me. I am concerned they will go broke in the meantime. I will never book through LE again.