Luxury Escapes previously offered $10 store credit to their customers to encourage them to write a positive or negative review. This campaign concluded early 2018. It is possible that reviews were written by customers who received such a reward.
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Luxury Escapes (page 5 of 96)
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Terrible
We booked a holiday in Dec 2022 for our honeymoon to Singapore for late May 2020 and Luxury Escapes cancelled our booking and offered a change of dates option for the same hotel without my consent.
I would expect at-least being notified and provided with a choice before a decision like this is made with my money for a service that could not be honored by Luxury Escapes. It is completely ridiculous for Luxury Escapes to assume that we will travel internationally to Singapore at a later date during a pandemic that's likely to prevent internatio...Read more
nal travel for years (https://www.news.com.au/travel/travel-updates/health-safety/overseas-travel-wont-return-until-2023-due-to-coronavirus-experts-warn/news-story/3f45963b038f09ce54fc5fa0b325b073). All we would like is a refund for a service that could not be honored as many other companies are doing. I will continue to write bad reviews for Luxury Escapes on Trip Advisor, Google, Facebook etc if nothing is done about this. Booking ID: H36BUH1 comment
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K WardleSouthwest, VIC
Terrible Customer Service
Contacted LE by phone after no response to numerous emails regarding Thailand stay in June. LE spokesperson was passive aggressive from the start of the conversation and only stated open ended booking available, which is unrealistic for any traveler. Would not consider a refund /Australian credit voucher although it appears from this thread this have been offered to some reviewers. I also contacted the resort direct who advised to contact LE for a refund as they have not received payment. As International travel has officially been cancelle...Read more
d during our holiday you should comply with the ACCC who are encouraging all businesses to treat consumers fairly in these exceptional circumstances and are engaging with the travel sector, including travel agencies, about their obligations and rights under the Australian Consumer Law (ACL). My flights have been cancelled and refunded by another travel agency! As outlined on our website, the ACCC considers that: If your travel is cancelled, you should receive a refund or other remedy, such as a credit note or voucher, in most circumstances. As to which of these remedies is available, you may be entitled to a refund if the terms and conditions of your ticket allow for refunds. Importantly, if you had a right to a refund under these terms and conditions at the time you purchased your ticket, businesses are not permitted to change the terms at a later time to deny you a refund. Depending on your circumstances, you may also have other rights under common law, contract or state legislation. I am still waiting to be contacted even after LE commented on my review3 comments
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Very Helpful
Thank you luxury Escapes for your quick response to the my inquiries about future holidays I have booked. The staff could not have been more helpful in this busy time.
1 comment
Luxury E.Luxury Escapes
Thank you for taking the time to share some feedback with us. We are certainly trying our best and are so happy we have helped!
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Jeanette GymerPerth, WA
Excellent customer service
We have found Luxury Escapes to be very helpful with changing our booking and getting back to us in reasonable time, Fretzie was the person we have dealt with and found her to have excellent customer service and always made us feel important . Thank you for all your help
1 comment
Luxury E.Luxury Escapes
Hi Jeanette, Thank you for taking the time to leave us some great feedback on Fretzie - it definitely makes us smile knowing she was a huge help.
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Rosa
- 2 reviews
Still no contact
After numerous emails to LE regarding my request for a refund rather than their offer of a future credit/change of date for my holiday package, I still have not been contacted. I have just received notification from my accommodation booking that have confirmed and agreed to a total refund of my accommodation package. I have forwarded this email to LE and will see what happens next. The resort instructed me to send their refund confirmation to LE as they need to initiate the refund! We wait!
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Retired and Disillusioned
Travel dates 14th March to 25th March purchased Sept 2022.
We have used Luxury Escapes (LE) a number of times in the past, sometimes for accommodation and twice for tours. We also have a pay now book later, which we purchased intending to travel in May or August to Bali but at this stage it will not be happening due to current circumstances.
Our tour in 2022 to Nepal did have a few issues and we were hesitant about booking a tour again but decided we would give LE another try. What a major mistake we made.
To be fair our 12 day tour of Thail...Read more
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Sarah ElliottPerth, WA
Disappointing response from Luxury Escapes
I booked almost a year in advance a trip to Bali with Luxury Escapes staying 5 nights in a villa in Seminyak for beginning of April this year. Was unable to travel due to COVID19 and booking put on hold. I requested a refund several times to be told that all ‘escapes’ are non refundable. I have other bookings with Luxury Escapes for later this year which will obviously not go ahead, and those accomodation providers have told me they will be willing to allow my booking to be cancelled without penalty. Have contacted Luxury Escapes to advise of t...Read more
he same and not received a response. This whole situation is very distressing, after spending so much money with Luxury Escapes and the uncertainty of when international travel will resume again. I would just like my money back.Similar opinion? Write a review on ieatwords.com.au!
Luxury Escapes are holding onto our money even though they haven’t paid the resorts.
We discovered Luxury Escapes last year and had always had really good dealings with them and enjoyed the deals we were able to experience. Their staff are always polite and helpful. However, We are writing this review because we have credit sitting with Luxury Escapes which we are not able to use by their deadline as there has been not been any “deals” offered that are suitable for family travel and under current circumstances. Luxury Escapes kept our money even though they have not paid the 2 Bali resorts that we had booked- so they are hol...Read more
ding onto our money. We have been requesting a refund and the staff politely respond with their standard reply that our case will be reviewed. We have also emailed all of the CEO’s with no response to date. Disappointingly we have referred so many family and friends to use Luxury Escapes and had hoped to use Luxury Escapes for bookings in the future (when it is safe for family travel again) however it is looking more and more unlikely. **Update 22.5.2020** we have received a call from Luxury Escapes who have extended our credit until 31.12.2021. We would still like a refund as there are no suitable family deals being offered by Luxury Escapes.1 comment
Luxury E.Luxury Escapes
Hi Tania, your case is currently being reviewed and someone will be in touch further with an update. We appreciate your continued patience. Kind regards, Luxury Escapes
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ShaneSydney, NSW
- Verified customer
Unresponsive and Unscrupulous Operator
Short version: Do NOT consider giving this unscrupulous company your hard-earned money!!
You have to question the wisdom of putting in place communication and refund strategies that infuriate thousands of your own customers (and which must cause significant cost and imposition to daily operations?) but that’s exactly what Luxury Escapes’ management team have done, and in doing so have been smashingly successful at trashing their own brand.
Like scores of other Australians, I have paid a significant amount to Luxury Escapes for a travel packag...Read more
e of accommodation and services that they cannot supply as offered and yet they refuse to refund, holding out inappropriate remedies as somehow acceptable. If you can’t supply a product or a service, it’s simple. Recognise the frustrated contract. Remedy by efficiently communicating that you are reversing the payment(s). And allow your company to walk away with reputation and trust intact. However, rather than do the right thing weeks ago when they ought to have known that the accommodation and tour packages they have sold were at risk, what Luxury Escapes has pursued is a self-serving, no-refunds course that amounts to unjust enrichment. Making things worse is the absence of proactive, straightforward communication from this company. The resort I am booked into has been closed since late March and has clearly communicated willingness to refund those reservations that the property is sadly unable to honour. Yet since they closed all I have received from Luxury Escapes is a single venal email, addressed only to “dear customer”, suggesting that I “may want to change” my upcoming booking. My emails in response go unanswered. Time ticks away. It appears that Luxury Escapes is employing the tactic of only dealing with imminent bookings which likely leads to decisions and outcomes that are not always optimal for the customer. Every other travel operator/supplier which I have recently had to engage with has acted without hesitation to facilitate full refunds. Even Jetstar and Airbnb. I had expected evasion and obstruction from both of these companies because of their poor service reputations and usual strict booking conditions. This, however, was not the case. In fact, Airbnb had a refund to my credit card within just six hours of contact. It is a difficult time for many companies however only at Luxury Escapes does the customer experience seem deliberately fraught. In the absence of any satisfactory engagement from this company, I’ll continue to pursue legal and statutory avenues to obtain a refund and compensation. Importantly, my communication with Luxury Escapes’ accommodation partner has highlighted that while they, the supplier have been eager in the current environment to do the right thing, Luxury Escapes are adamant in their refusal to facilitate a refund. It must be galling for this and other suppliers, now so hard-pressed for revenue, to be reminded that Luxury Escapes are also maintaining that unless a booking is redeemed no payment will be made to them for cancellation/no show and thus Luxury Escapes will retain all monies paid. I will also continue to bring to light, to both community and government, the unscrupulous anti-consumer practices that surely warrant regulatory attention and intervention.2 comments
Luxury E.Luxury Escapes
Hi Shane, we are happy to pass on your details for further review and get someone will reach out. To do this could you please provide your booking number.
UPDATE JUNE 10 - After email and phone escalation nothing has changed. Luxury Escapes continues to withhold a refund for a package of accommodation and services which they are unable to supply (this w... Read more
eek!) as originally booked and paid. The resort hotel in Indonesia is closed and has no planned date to re-open. While I did receive a response after writing public reviews, Luxury Escapes stopped replying to email two weeks ago and subsequent phone calls to their contact centre have not been followed up meaning I am forced to speak to someone different each time. The excuse given for their inaction is that the hotel hasn't responded to enquiries. Putting aside the fact that Luxury Escapes ought reasonably to have known months ago that their supplier had closed (the closure in late March was announced publicly!), following a call to Luxury Escapes last Friday I again made direct contact with hotel management. I received from them a written response within 24 hours confirming that the hotel remained closed with the date for re-opening unknown.Similar opinion? Write a review on ieatwords.com.au!
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CharlesHobart, TAS
Courteous and efficient
Fretzie was courteous and dealt clearly with our enquires re our booking for August in Q1 impacted by covid19 and sent an email confirming the changes made and what and when we needed to act to rebook.
1 comment
Luxury E.Luxury Escapes
Hi Charles - this is so wonderful to hear. Thank you for taking the time to leave such great feedback.
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LesPerth, WA
NEED REFUND
We paid on a specific date to Bali
Because of the Covid 19 we could not go on that date no fault of ours.
We asked for refund we could not get one, would like to know why
you are giving a lot of people refunds, but not others this is very unfair,
everyone should be treated the same, some are happy with credit we are
not we just want OUR money refunded .B/N I8N1LC
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Margaret Ross
- 5 reviews
Refund
Thank you [name removed], he rang us to deliver the good news( however saying that it was a journey to achieve this) we received our refund for our family of six to Bali staying at Nusa Dua all inclusive package. Thank you
1 comment
Luxury E.Luxury Escapes
Hi Margaret, thank you for being patient and persevering with us whilst we worked on getting this resolved for you. Whilst we understand it is difficult times for many members we are doing all we can ... Read more
to assist as efficiently as possible. Kind Regards, LESimilar opinion? Write a review on ieatwords.com.au!
warren youngGreater Melbourne (Metropolitan), VIC
No fuss refund
We recently had to cancel our overseas holiday due to COVID-19 shut down.
It was easy to cancel our booking with the help of Sales Representative, Nicholas.
Warren Young and Marilyn Hubbard
1 comment
Luxury E.Luxury Escapes
Hi Warren & Marrilyn, Thank you for sharing your feedback with us. We are very glad to hear that Nicholas did a wonderful job in supporting you. Kind Regards, LE
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Louisa E.Greater Melbourne (Outer), VIC
My first ever bad review!!!!!!
Oh LE, so sad that an Australian owned and run company is refusing to refund fellow Australians for the bookings. After all 'we are all in this together'. The hotel is closed during my booked stay, LE are unable to provide the service I have paid for yet they will not refund, they provide generic email responses and basically are putting so much unnecessary stress on their customers. Thankfully my flights were booked directly with Jetstar who have provided a full refund without any of the rigmarole that LE have subjected their customers to. I will not hesitate to use Jetstar again in the future however I will certainly think twice before I engage in the services of LE again. So LE be like Jetstar and DO THE RIGHT and refund my booking,
2 comments
Luxury E.Luxury Escapes
Hi Louisa, Could you please advise your booking number and we will look into this for you. Thank you, LE
PD69HE & ICHNQL & CBE6JS & 9Y5Z0F
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JudithGippsland, VIC
Excellent customer service.
Fretzie was my contact person at Luxury Escapes today. I had booked Uluru for my birthday in June and was concerned that I might not be able to change it for next year. With her excellent help it is all sorted, with no extra costs and I will celebrate next year. Thank you Fretzie.
1 comment
Luxury E.Luxury Escapes
Fretzie is an absolute superstar and we are so happy to hear that you got to experience her wonderful support. Thank you for taking the time to leave us a review Judith - it really is appreciated. We hope you enjoy your upcoming birthday!
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- Verified customer
Courtesy Review
After booking a much-anticipated holiday to Croatia for May 2020, we had no alternative but to cancel and re-book because of the limitations on international travel due to Covid-19.
Given that we were not able to travel as originally planned, I telephoned Luxury Escapes and was assisted by the delightfully friendly sales staff. My first attempt was cut short as my call was dropped by my service provider. My second call was taken and the lady who answered was quite willing to pass on my details to Fretzie, who had helped me during the first ca...Read more
ll. Fretzie called me back (Australia to South Africa) within 15 minutes and my booking was moved to May 2021. Easy! No hassles! No fuss! So now we wait in anticipation to see if the airlines will be just as accommodating and helpful as the staff at Luxury Escapes.1 comment
Luxury E.Luxury Escapes
Hi Patricia, thank you for taking time to leave us with some very positive feedback. It really does sound like Fretzie provided some amazing support - something that we do value and try our best to pr... Read more
ovide our members. We will be sure to make sure Fretzie gets this wonderful review. Kind Regards, LESimilar opinion? Write a review on ieatwords.com.au!
Thank you Jay
Once again Jay has delivered a quick accurate and most professional response to my query re airline credits. A refund on my future holiday to Thailand was my preference. I would much prefer to be spending all my future travel dollars in Australia.
1 comment
Luxury E.Luxury Escapes
Hi Jeanette, it sounds like Jay was very helpful which we are very happy to hear. We can not wait to see what Australian destinations you choose to visit. Many thanks, LE
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Great job .
I have used LE many times and have never had any problems. Fantastic value holidays. The staff are very helpful and recently changed a date for me without any issues. Doing a great job under very difficult circumstances.
1 comment
Luxury E.Luxury Escapes
Thank you for the great feedback and support Ross! Stay safe and take care, LE
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CamGreater Melbourne (Inner), VIC
Continuing to request a refund
Very similar experience to most. We simply cannot travel. The hotel is closed and our flights are cancelled. We don't want a voucher - our personal circumstances are such that future travel is highly unlikely. The hotel has confirmed that they have not received payment. Funds are withheld by LE. Extremely disappointed at the continuing distress being caused by LE. We have again requested a refund.
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hmkSydney, NSW
- 6 reviews
No refund!
What is the point with Luxury Escapes listing their Mission and Value statements on the web site when they obviously do not care one bit. Also, why are some clients (Cheryl today) provided with refunds but not others? I'm hoping to use the credit as soon as it is possible to travel as I feel the company will not be around very much longer based on the large number of very unhappy customers!
1 comment
Luxury E.Luxury Escapes
We are very sorry to hear you are unhappy with your experience. Could you please advise your booking number and we will look into this for you. Kind regards, Luxury Escapes
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Questions & Answers
Robyn L.asked
I emailed you 2-3 weeks ago regarding my 2 bookings, booking numbers F2OU1A and PECHUM to Bali beginning August 4th 2020.
I asked the question if we got a credit for this accommodation, can it be used anywhere else other than Bali. We were travelling with 2 other couples
for a 70th Birthday celebration.
If it can’t be used anywhere else, I would like to request a refund considering Australia’s borders are closed and not likely to reopen in time for us to go.
I know you are very busy, but an answer would be appreciated.
Regards
Robyn Leggett
[email protected]
5 answers
Robyn did you get a reply?
Hi Fiona, yes I received notification that someone would contact me ASAP. I received an email the next morning, and we are negotiating at the moment.
The change.org petition says it best. "Received a phone call on Friday from LE offering a refund, however there were certain conditions attached. Mainly my silence! Now I know many of you don't know me, but I am not a silent person and my silence can't be bought for a refund that is basically my money." Initial response from LE = no refund. "When someone shows you who they are, believe them the first time." A great quote by Dr. Maya Angelou, which happens to describe LE to a tee. It is very Un-Australian to hold on to the people's money during a pandemic. Shame, shame, shame - karma will rule the day.
Avril Summersasked
Why has my review now showing as rejected
5 answers
Not sure on that one ...may be you upset the Woke brigade ....!!
I can see your review has been posted: "Why does this company give refunds to some and not others"
I do not think that you are allowed to add multiple reviews just to add more negative stars to one company because you are upset with it. Neither are you allowed to make multiple accounts and do the same. This is not in align of the guidelines of this website as far as I can see. Or maybe your second / third post hit one of these:
Break our Posting Guidelines when posting reviews, comments, question and answers.
Create more than one account on ieatwords.com.au.
Re-establish an account on ieatwords.com.au after your account has been terminated.
Violate the intellectual property rights of a third party.
Affect the way ieatwords.com.au displays its pages, such as by framing ieatwords.com.au or placing pop-up windows over its pages.
Customise ieatwords.com.au in a way that adversely affects the display of any advertising or promotional links on the Site.
Use any automated means to access the Site or collect any information from the Site.
Modify or create variant versions of ieatwords.com.au's logos or other trademarks.
Illegal activity under the laws of New South Wales and Australia.
Warli - please leave Avril alone. Avril is correct in that reviews have been altered, as seen on other review sources. Especially the deleted posts on the LE facebook page and on trustpilot. Go look at the LE petition on change.org, it claims that LE is offering refunds in exchange for altering reviews. Go to change.org and dispute the claims there. You may not work for this site, but what's to say you don't work for LE??!!
Lizasked
How come some can get full refund and others not. Even on medical grounds they will not refund. We have 2 bookings with them. First booking was cancelled due to medical reasons, airline refunded but not LE. Second was due to covid19. Both hotels were happy to cancel with full refund but LE will not. We were going there for our 50th wedding anniversary. And to tell us to go next year is pointless. We are in our late 70s and don't intend to travel overseas in the near future with all this health issues. Is LE prepared to take responsibility if we are forced to go and something happen to us. Another thing they always ask for our reference and say someone will get back to you and if you are lucky someone will contact you and again will say the same thing no refund.
3 answers
Hi Liz
To be honest it’s hard to make a comment on what’s happened to you, but my experience has been extremely positive and it’s worked out with a great outcome for us at this time.
I did ring on a Saturday morning and pretty much got straight through to chat to someone.
Have you considered claiming on your travel insurance, that’s Ofcourse if you did purchase a policy.
Good luck with it all
KERRY
It’s not only happening to you but a large proportion be persistent join a Facebook group
It is a case by case situation it seems ...If you are flexible and prepared to forgo the intended trip for something else may be of lesser value then you might be able to negotiate a new option ....ironically I am still arm wrestling with SA to get some value out of my air fares ....
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Adam C
Refund received promptly following product review.