Luxury Escapes Reviews 12,542

Andrew N answered all my questions immediately and was able to reassure me about any concerns I had today.

Emily was very pleasant and professional on the phone and helpful with my requests. I have used luxury escapes from when it began and I have always had good experiences.This is the first time I used the phone service and it was great.

Had to postpone booking due to Family illness: excellent hassle free response, and all sorted: a great example of well done service. Thankyou Luxury escapes!

Darcy R was so quick in sorting out my problem always easy to deal with Luxury Escapes

People who assisted me from 18-23 April were helpful when a surgery was moved forward and we had to move dates. We can enjoy our time more now as surgery and recovery time have finished.
Always polite and supportive

Jonathan listned to my situation and responded in a timely manner.

Booking ref:877721654
Our decision to book five rooms at this resort was based entirely on its “luxury” image and the strong advertising through Luxury Escapes⁠� claiming it had one of the best kids’ clubs in Krabi. For families travelling with young children, this is not just an extra feature — it is a major part of the holiday experience. Unfortunately, what we received was far from the premium holiday that was promised.
The biggest disappointment was the huge gap between the marketing and the reality. When we raised concerns about the kids’ club, the resort manager completely denied that such claims had ever been made. It was extremely frustrating and disappointing to deal with this response.
The property itself is clearly old and poorly maintained. The resort looks very different from the polished photos used in advertisements. Many areas feel worn out, outdated, and there was an unpleasant smell throughout parts of the property. There is nothing “luxury” about paying premium prices for an average and ageing resort.
The support from Luxury Escapes⁠� was also very disappointing. Responses often took more than 48 hours, and it became clear that they had very little ability to actually help resolve issues with the resort.
Customer service overall was poor. We were passed from one staff member to another, with no one taking responsibility for resolving the problem. Nobody even called us back to follow up, leaving us to deal with everything ourselves.
Do not rely solely on the glossy advertisements. Our experience was underwhelming and nowhere near the luxury family holiday that was promised. If you are travelling with children and expecting a true luxury experience, I would recommend looking elsewhere.

Nikita m was patient and able to assist me with my enquires. He even went above and beyond to send me an email confirmation of our discussion, which I appreciate as I need it in writing.
Keep up the great work.

Imanuela Zeina

I contacted Luxury Escapes today and personally spoke to Sarah B who was very helpful, courtious and patient with our query.

Thank you Sarah, much appreciated.

Imran M provided excellent service - my problem was resolved in seconds and I was offered extra support to make redeeming my voucher easy. Thank you for your help Imran!

Had a need to increase the length of my trip. Had great support from Eleni working with the hotel to get the right outcome for me. Clear communication and informative responses. Great service

I am a travel agent and had to change over a clients credit. She was so helpful and actually followed through with what she said she would do.

Elini H was very helpful and gave the information as requested quickly and concisely.
Great service as usual from Luxury Escapes.

Return email within 24 hours with updated information.

I booked a holiday using Luxury Escapes to Koh Samui in Thailand. I was booked into the Silverdee resort. When I booked they had at the bottom of the page in very small print a Henning saying fine print. I didn't look at the fine print because I Simply thought it was a reference to their terms and conditions and as I have used them on numerous occasions previously I didn't need to look at this. Luxury Escapes have some of the toughest cancellation policies in the travel industry which I'm aware of I normally this isn't an issue as I have no need to cancel. However on this occasion the fine print was actually to inform me that the Silveria Hotel was undergoing major renovations. So I turned up at the resort and it was a construction site. The restaurant was under construction the gym had been moved to a marquee in the car park the private Beach was closed one of the pools was right next to the construction work with all the noise and hammers going On all day and it was not as advertised. I didn't check in and I immediately search for a new hotel to move to. When you are looking forward to going on a holiday and save up to stay somewhere nice this is the last point you want to be in. I found a hotel which normally is the same price as a silverdee for the same room in any given month. The Hotel agreed to give me a full refund but Luxury Escapes only agreed to refund 80% of it. They had given me an impression when I spoke to them that they were gonna move me across to the W Hotel at Noel cost. The only did I have to pay a premium as I was booking on the same day of over $4000 but I also didn't get the full refund. I'm now the situation where Luxury Escapes are refusing to meet me on this and I'm having to use the New Zealand consumer guarantee act and launched a claim in the dispute tribunal. The last thing I want to be doing. When I did approach them they said it was in the fine print!!. The kicker is that I could've booked on a Goa for the same room with the same resort on the same day for 2 1/2 thousand dollars cheaper but I use Luxury Escapes because I thought they were gonna be fun how wrong I was. My advice use Luxury Escapes as an engine to find the nice resorts but use the other agents to book it. They have much better customer service, softer cancellation policies and are always cheaper.

Charlie H was incredibly helpful in resolving our Luxury Escape booking and airport transfers after our flights were changed and we needed an extra night accommodation.
Thank you, Charlie, for making the whole process smooth, quick, and completely stress-free. Your assistance and professionalism were greatly appreciated. Regards, Sue

Very prompt with quick follow up from Mason G

Amber R was amazing - so friendly while also being professional, extremely helpful and I was very impressed!

Daniel R really impressed by taking the time to review my booking issue, and following up with our hotel to sort out the concern. Thank you very much.