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Reviews 822
Kathryn Barrow
Nov 27,2024I recently booked Quincy Hotel in Melbourne for 2 nights Wed and Thurs, and tried to change the booking dates to Tues and Wednesday of the same week. I was able to request the date change on Lux Escapes but it was declined by the hotel, and turns out after reading fine print that changes are permitted outside 45 days (so not available to me as I booked it about 14 days prior). This means I have to book another night somewhere else and am paying for a night I can't use. I didn't read fine print beforehand and assumed changes were possible due to the manage booking options. It said in red that I couldn't cancel but offered me a calendar option to change the dates. So my review is to say I can't use Lux Escapes for work travel in the future which is a shame as was embracing the offers, but I'll keep trying Lux Escapes for other holidays.
Marco van Weeghel
Nov 27,2024Juhi was very helpful in assisting me, emailing the invoice for the gift certificate I purchased.
BRIAN HEDGER
Nov 27,2024Obtaining the hotel booking within a two week timeframe was fantastic. While the Luxury Escapes room quota was booked out the operator contacted the hotel an obtained a booking. Whilst we were told it might take a day or two to get a response from the hotel we received confirmation of the booking the same day
MARIE RODMAN
Nov 26,2024Tanya, helped me to get my preferred dates and was very efficient. Thank you so much for your assistance.
ALEX
Nov 26,2024We experienced something we were hoping but didn't expect. We witnessed our first snowfall and snowscape. Some transport issues came up but Ecclesia K from tour support worked it out to our satisfaction.
A.S
Nov 26,2024Great customer service! Many thanks to Gemma E
Justine Crowley
Nov 26,2024No refund on my hotel due to testing Positive for COVID-19 yesterday (with an unexpected doctors diagnosis of pneumonia as well), when I was supposed to stay two nights in a booked hotel in two days time. And despite their T&C's and cancellation policies. And despite the "pandemic" being over, airlines will not allow travel on their flights while symptomatic, and hence they refunded me without needing a copy of my PCR test result, even though I was more than happy to provide this to the relevant airline I was meant to travel with, as they advised me to cancel my forthcoming interstate trip unfortunately. Sadly this company (Luxury Escapes) are completely out of touch with the fact that people can unexpectedly fall ill, and they show no remorse, despite using them a few times prior, and providing the medical reports that they wanted. My experiences with the few hotels I booked in with them in the past was positive. Buyer beware. Avoid this company at all costs now. It is so easy to palm this sh!t off to travel insurers; yet this company clearly needs more goodwill and empathy in this business on unexpected medical grounds. Update on the 29/11/24: It turned out that the hotel wanted Luxury Escapes to issue a voucher for use until October 2025 at the same hotel due to the Covid result beyond my control. Turns out no can do due to the travel insurance claim being put through, with a $300 excess as a heavy loss. This company could have issued me a voucher instead of going down the travel insurance route. Luxury Escapes could have maintained the business from someone who was a fan had they offered this as a solution rather than palming this onto the travel insurer. Still cranky with this company.
Hayley Phillips
Nov 25,2024Warning to Potential Customers: Avoid Luxury Escapes I am writing to express my profound disappointment with the service provided by Luxury Escapes concerning a booking issue for our upcoming trip. Luxury Escapes confirmed receipt of full payment for our vacation on multiple occasions. However, the travel provider later informed us that they never received the payment from Luxury Escapes. Despite contacting Luxury Escapes more than 15 hours prior to confirm there would be no issue as we had meticulously planned for this holiday and wanted to ensure everything went perfectly, we were merely reassured that payment had been received and that there were no problems. That was not the case and our travel provider advised us that they had not received payment from Luxury Escapes. Furthermore, the travel provider declined to accept any additional payments to facilitate this, citing concerns over potential double payment. All they could do was refer us back to Luxury Escapes, leaving us likely to miss out on booking the activities which were the entire reason that we booked this trip. After over 40 hours, 7 phone calls, 2 emails, and more than 25 online messages via their support service and messenger requesting urgent assistance, and after continuously being promised that an agent would contact via phone “soon” we FINALLY received an email stating that they had worked with the provider to resolve the issue and that our booking should now reflect as being paid in full, allowing us to proceed with booking activities. However, this response included no apology for the inconvenience and disappointment caused, despite my clear communication that this was an urgent matter, as the activities we had hoped to book would likely sell out within hours of bookings opening. Nor did it address the lack of assistance, the failures that led to this issue, or the failure to return our calls despite multiple requests and reassurances from both their online and phone support teams. There was absolutely no acknowledgment of our disappointment with the service received. This experience has significantly diminished our excitement for what should have been a joyous occasion. Luxury Escapes has demonstrated a complete lack of responsiveness, empathy, and support. I urge potential customers to think twice before using their services. We are incredibly frustrated and disappointed with how this matter has been handled. Through no fault of our own, we have now missed out on the activities we were so excited about, simply due to a lack of communication and action from Luxury Escapes to the travel provider. Luxury Escapes, you need to do better!
Manvir Dhesi
Nov 25,2024Thank you, Cicilia B and Sarah T, for your help in fixing the date for our experience. I truly appreciate your prompt assistance!
Keli Sponner
Nov 25,2024You can always depend on Luxury Escapes when having to change dates and help you to destress. You can't beat speaking to a lovely person on the other end of the phone who is genuinely focused on fixing your problem. Thanks Kathryn M. :)
Matthew Fischer
Nov 25,2024Teagan L was absolutely unbelievable. We had some struggles booking online - it was a fairly complicated booking with lots of moving parts. When directed to phone Luxury Escapes we were slightly apprehensive, imagining to be placed on hold for lengthy periods and without really getting anywhere. We were shocked with how efficiently the call was dealt with, but in particular, Teagan's knowledge with both or destination as well as the likely reasons that we were struggling to book online. It didn't stop there - Teagan went on to solve multiple credit card errors (typical of booking large complicated transactions) and worked patiently to help us find a solution. She has been prompt to follow up further requests and questions via email. We have been seriously impressed and will be recommending Luxury Escapes to our friends and family almost exclusively based on her help provided over the phone.
Simon Graham
Nov 25,2024Gabby S was wonderful in dealing with my requested changes to my booking. Very prompt and professional.
colin moon
Nov 25,2024She understood what I needed and quickly came back with the answer Thank you
Betsy De leon
Nov 24,2024Excellent communication thank you Tegan for you quality of service
Tab
Nov 24,2024Very quick to respond and great customer service. I’m very impressed. Thank you to Cicilia B!
lance sayers
Nov 24,2024The ease to navigate the site and nice to speak to a competent well trained consultant that had knowledge of the product they were supporting/selling. My consultant (josh) was helpful, efficient and clear in his communication. Overall a great experience in dealing with Luxury Escape consultant - Thank you Josh - We look forward to our upcoming holiday and trust your partners can compliment the services you have given to kick off our holiday experience
Eric
Nov 23,2024I recently booked four international short hotel stays via Luxury Escapes for an upcoming overseas holiday from Australia. While reviewing my bookings, I discovered I had accidentally booked the wrong month for one of the stays. Feeling a bit stressed, I contacted Luxury Escapes and was fortunate enough to speak with Danielle. From the outset, Danielle was incredibly professional, attentive, and helpful. She listened to my concerns, noted the details, and assured me she would contact the hotel in Helsinki to see if the amendment could be made. True to her word, within 30 minutes, she had contacted the hotel, made the necessary change, and promptly updated me by phone and email. Her exceptional efficiency, politeness, and courteous manner made a potentially stressful situation completely hassle-free. Danielle is a true credit to Luxury Escapes, and my wife and I are incredibly grateful for her outstanding assistance. Thank you, Danielle!
KG
Nov 23,2024Booked a trip & the free cancellation period changed once we received our confirmed booking. We asked for confirmation that the original terms were correct & not what were stated in the booking, Ronald S answered us promptly & reassured us the original advertised terms were correct & we could still cancel up to 24 hours before check in.
Christos Kalaritis
Nov 23,2024She dealt professionally and thoroughly!
Level 4, 68 Clarke Street, 3006, Southbank, AU
https://luxuryescapes.com
Hazza N
Nov 28,2024Customer service is excellent. Tania G was super helpful and responsive. Clear communication. Outstanding service. Thankyou