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Reviews 822
Catherine Stern
Oct 26,2024I have a problem with an upcoming booking and Was assisted by Nikita M. With trying to manage the situation. I’m very happy with the progress so far and found Nikita very helpful and courteous.
Caroline Scambary
Oct 25,2024Ultimate Japan 2024, this tour was really talked up in the itinerary. Our guide did not speak English very well and was so soft spoken it was hard to hear him. He often took off with his little flag, and members of our group made sure that the slow walkers caught up. We actually lost a couple when we were catching the bullet train to Hiroshima, but luckily were able to contact them by phone. The accommodation was changed from when I made my original payment and it was definitely not as "like or similar". 3 of the hotels were definitely below 3 star. There was no time for "window shopping in Nakamise Street", or did we have time to "carve a rippling path through the tranquil waters of Lake Ashi", nor was there time to enjoy "a warm cup of matcha in one of the historic teahouses. Apart from the paper making there were no other cultural experiences to be had and even if we wanted to book an experience through Viator the guide couldn't tell us what time we would be back at our hotel. I have written a review on the LE Website and have heard nothing back. Disappointing as I have been a great fan of LE in the past, but feel that maybe you have subcontracted this tour to the wrong tour company in Japan. Finally, the tour was rushed, no room for changing the itinerary to suit the clients, we all said it would have been nice to spend more time in some places and less time in others. Also the pictures shown on your itinerary definitely do not reflect what was experienced on this tour. You can certainly improve this tour with better accomodation, a few cultural experiences and why select a hotel as far away as possible from the airport and the Dontonbori district of Osaka as Hotel Agora Moriguchi? After our last meal, it took nearly 1 hour to get to this hotel, in the boon docks somewhere. Shame on you LE, you have lost a fan.
david davies
Oct 25,2024The personel are great,and Gemma E was very good ,full marks. I have often used LE and there are some very good deals,which we watch for.
Christa
Oct 25,2024My friend had to change the booking from her name to mine so I could use it. Emily G was super helpful and made the change quickly and with no fuss thanks so much!!
Stacey Clarke
Oct 25,202403799203 Luxury Escapes is not a luxury nor an escape. We only used them once and will not do so again. NEVER AGAIN. The accom they sold us for Bali and advocated was not reality when on site. Book direct and not via this agency. They owe us significant funds and no comms or liaison at all, so after 4 weeks we are now seeking legal assistance to resolve and will seek further costs against them if required. They are more than happy to charge you, however when they owe you funds in credit, good luck. Different people dealing with the one issue, you dont get any care nor response. Its been nothing short of a joke and an absolute nightmare dealing with this organisation, and really they are liable for services they advocate and hotels they promote / endorse. I got incredibly sick from a hotel they promoted and ended up in hospital with gastro, a parasite infection and fungal infections. 5 full days in hospital 24/7 iv fluids / care with additional in villa care we had to organise close to the hospital upon discharge, another week of treatment and meds. A terribly emotional time and away from my husband. No care from this company. No customer service what so ever. Not good enough.
Jason O'Reilly
Oct 25,2024Gemma E is super responsive, friendly and all too willing to help resolve any query.
S Davies
Oct 24,2024Due to unforeseen circumstances we had to cancel our trip. Emily G was incredibly responsive dealing with our cancellation to support our insurance claim. It is when things don’t go to plan that you see the reality of how a company treats its customers and Emily G means we will book again with Luxury Escapes.
Mi Zar
Oct 24,2024The assistant helped me with name changes on my existing booking. It was quick and she was very helpful.
carol
Oct 24,2024Jake L was fantastic is following up our booking
Katie
Oct 24,2024I recently made a booking on Luxury Escapes, and realised soon thereafter that I had made an error. I was able to fix this in the middle of the night, thanks to the 24 hour helpline. Milica was exceptional, fixing up my mistake and patiently helping me to rebook.
Susie Junankar
Oct 24,2024Gaby S was friendly and helpful and resolved my problem quickly
Consumer
Oct 23,2024Luxury escapes 12 day Ultimate Japan. I have just returned from this tour in Japan and I’m afraid Luxury escapes promised a lot and delivered very little. A small group tour (12 when we booked) turned into 24 passengers. Hotels were lucky to be 3 star mostly in terrible locations and nowhere near the heart of cities. Fully escorted was a joke - guide spoke very poor English, seemed to often havre no idea where we were and was constantly asking directions. He told us nothing about Japan or it’s history and culture. He managed to leave two passengers at the station and they had to make their own way to Hiroshima - he was not even aware they were not on the train until it was pointed out to him. Time at historic sites and shrines was cut short and we were dumped for hours at truck stops and fish markets. Luxury escapes should not be trying to run their own tours, it is by far the worst tour I have ever been on.
IAN
Oct 23,2024Due to a change of circumstances I had to request a change of dates - not easy at this time of the year. Gemma E made it priority for me and organised it without any hassles. I was very grateful.
Ashlee MARWICK-FULLER
Oct 23,2024Twara from Luxury Escapes went over and above to help with my request after not being able to solve the issue with previous staff. She was more then happy to help me and was very pleasant over the phone
Rachel
Oct 23,2024Excellent customer service! The wonderful Tara.P fixed a booking issue with great speed, skill and etiquette. A wonderful experience!
Lee S
Oct 23,2024Just returned from an extremely enjoyable trip to Moana Surfrider Resort Honolulu. LE have partnered with a fabulous property and have excellent customer service. Thank you to Gem E for being extremely helpful and polite when assisting with my booking enquiries. Lee S
Paul Cassiy
Oct 23,2024Friendly and prompt service
Andrew
Oct 23,2024Unfortunately we have had to cancel a vacation due to a pets accident and pending surgery. The customer support agent Gemma E. was mazing. Gemma E. managed to get us a full credit refund (to use within the next 12 months) on our accommodation booking. This has helped to make a stressful 48 hours a bit more easier to deal with. Thank you so much Emma E.
Michael
Oct 23,2024Gabby S was friendly and efficient
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Nat
Oct 26,2024Absolutely amazing customer service from GEMMA E. She took the time to assist me throughly and I am very appreciative