We booked a 12 day tour to a Japan through Luxury Escapes, run by SNA tours. We were told that because of travel restrictions we could not get a defund but could re book a date for 2021. We have now been informed by LE that SNA tours have gone into liquidation. Our booking was made through Luxury Escapes which we presume is a reputable company. LE hold an ATOL licence number 3973 which assures that our holiday is fully protected. It states that our money is always kept safe and secure, no matter what happens and we could book with confidence.
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Sadly the one star rating will continue to grow for this unprofessional company. Being a returned customer we expected better, but to them, silence is golden. They are good at bombarding our inbox with daily deals but when it comes to helping out with a credit or refund due to the current situation, they refuse to communicate.
We booked a 10 day tour of South America in July and have raised case numbers 01731581 and 01731567 to ask for some compensation. Being retired, the outlay of $17k is better off back in our pocket to invest back into trav...Read more

Luxury escapes you are an absolute disgrace. We had accomodation booked through you for our stay in Hawaii which is now not going ahead because of the corona virus. We contacted the hotel involved and they are more than happy to refund our money but for some reason you will not. Your customer service person even lied to us by saying the hotel will not refund our money ( I have an email from the hotel stating they will refund in full ). You told us we can get a voucher to be used within 12 months and only for this hotel in Hawaii. No one will be...Read more

I booked a package with them back in Jan.

The hotel has closed due to COVID. I contacted Luxury escapes and they refused to refund me despite the hotel actually ceasing Operations until further notice. I have commenced legal procedures. A shame it has to come to this but it is clear this is the only language they understand.

They have offered me re booking conditions that are criminal. I was travelling in high season and over a holiday period. I am now offered booking with holiday black outs ( can’t travel due to daughters schooling) Or in...Read more

Hey Kat.

Thank you for all that you have done.

We cannot speak highly enough of both you and Clark and the support you have given us during this very trying time.

Both of you have shown nothing but total professionalism and a willingness to satisfy our requirements.

You have both gone well above and beyond the call of duty and I would not hesitate to refer Luxury Escape to all our family and friends.
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Having never previously written a negative review for any service provider, as a repeat customer of this company it is extremely disappointing that this has to be my first. The complete lack of understanding and respect that Luxury Escapes has shown it's customers during this crisis is almost beyond belief. Not only are they using this crisis as an excuse not to provide refunds that customers should be entitled to in accordance with their own refund policy, but they are withholding funds from people that have been severely financially impacte...Read more

I would just like to call out the unethical and down right disgusting behaviour by LE. Whilst the hotel I booked with has closed and agrees a refund should be processed, LE is sticking with their no refund policy!
Luxury Escapes, Whilst terms and conditions may say no refund you are required by law to provide the product. However due to the current situation you are unable to provide the product to me. Extending the time to take the product during a period that we still cannot travel has not been agreed to and was not part of the original purc...Read more

Ref: 01718741
Still wanting a refund for the 4 packages for a Thai holiday paid for in sept last year and supposed to have been taken at Easter this year. Lock down means we are unable to travel in 2020 and it is unreasonable for the company to hold almost $8k in these difficult times. I have no interest waiting to re book for 2021 (which would mean you had my cash for 18 months!).

I have subsequently done some research and understand the following to be true:

1. The resort does not receive payment until we have the stay which means that t...Read more

My experience is similar to others on this subject. We booked last June for a 10 day stay in a LE hotel for May 2020 in Bali.
Having sent several emails requesting a refund, as we obvious can’t leave Australia, we keep getting the same generic email.
I don’t want to rebook, I couldn’t stay in Bali even if I could fly out as the country has closed its borders and Luxury Escapes are breaking the law by not giving our money back. You haven’t paid the hotel so where is our money? You are very happy to put us in contact with a booking concierge ...Read more

Luxury Escapes have terrible customer service.

Firstly, after booking my package (07K9GV) it took weeks for them to then send me the vouchers for the deals included with my package which was only a pdf document which should have been automatically sent when the package was purchased yet to actually receive it you have to contact them via the contact form on their website and ask for it. This is a convoluted process for all surely.

Secondly, we are now unable to go on our trip in May due to travel restrictions and the resort being closed ho...Read more

Obviously we can't travel because of coronavirus. Requested a refund several times and was flatly ignored. Finally they acknowledged our request and then refused a refund, even though we meet the criteria for a refund according to their policy, i.e. Australian Consumer Law (the product can't be delivered - and, no, a change of date is not the same product we paid for) and the accommodation is not available. I appreciate they offer a change of date, but we wanted to go now, not in a years time, or god only knows when. How do we even know LE ...Read more