Luxury Escapes Reviews 12,622

Having made a booking for airport transfers Hong Kong airport to Marco Polo Hotel 22/5 and return 26/5 competently booked and confirmed by Holly at the Luxury Escapes event on Sunday, I then received a third party email on 20/5 requesting I click on “Book”. As i didnt want to double up I called L E and Jessica R answered my call and promptly made enquiries and sorted the matter without delay. First class service by Holly and Jessica R Much appreciated Christine and John

I booked a trip with Luxury Escapes a few months ago. I'm due to fly 11th June. However last week I was told by the resort that the transfers LE had recommended I book as an add-on (and that I went ahead and booked, given that's what they recommended) don't actually go to my resort. It turns out the transfers I actually need to book are coming to over $1,200AUD!!! The original transfers LE sold to me were $460.

LE are at fault here for 2 reasons:
a) Selling me the wrong transfers
b) Providing misleading information, and neglecting to provide information about the true extortionate cost of transfers

Having spoken to LE via phone and email (note I have to speak to a different person every time) they literally do not care, nor are they prepared to help negotiate a solution. They simply say I have no option but to pay $1,200+ to book the correct transfers.

Myself and my husband have booked a few trips with LE, and we always use the recommended transfers. We've never had any issues, in fact it's been a great experience.

But I hate that LE can't admit this one time when they're at fault, and that they refuse to help find a solution that isn't going to cost me $$$.

At this point I simply cannot afford to take the trip! And I certainly won't be booking with Luxury Escapes again.

clearly understood person on phone, answered my queries

We booked a trip to Sea World Resort through Luxury Escapes. Four days out from the trip, one of my children had a severe accident resulting in head trauma. The trip was to be a surprise for this child’s birthday. Luxury Escapes is refusing to move the dates to a date when the treating neurologist suggests, a few months out.

Meanwhile, the airline (Virgin) and booking agent (Webjet) were fine with accommodating the date change, waiving the admin fee in the circumstances and acting with empathy.

I understand Luxury Escapes is legally permitted to enforce their inflexible cancellation policy, but find this to be unconscionable.

Sea World said they could potentially look at a date change if Luxury Escapes contacted them to do so, but Luxury Escapes refuse to assist - they simply don’t have to.

I’ve asked several times since the accident and have received the same reply each time - that they will not change dates.

*Note: We are very aware they prefer to claim the funds (that they wish to keep) through insurance, instead of just changing the booking dates a few months out.

A really bad experience at a hard time.

Excellent customer service by Joshua D. I did have to wait 32 minutes before I reached an operator but he was able to sort the issue of changing dates of our booked Maldives holiday without any issue (unfortunately there was a fee involved with the change of date)

Luxury escapes made it easy to get in touch with customer service, they offered a call back service so I didn't have to wait on the phone for the next available agent.
Darcy R was very helpful and resolved my issue promptly. I would recommend them.

Joshua D has been a fantastic support and was able to address my questions regarding our pending Bali Holiday in September 2026.
Thank you Joshua
Paula Paul

Alexandra M was very quick to respond to my query and resolved my query. Her service was excellent!

Andrew was excellent to deal with and sorted out the balance of my account with my credit and my voucher within a few minutes. Thank you Andrew

Both the customer service reps I had the pleasure of conversing with were amazing! I’m glad my stubborn troubleshooting before the call made them laugh. Not only did they help fix my problems but they restored my faith in the company after getting frustratedly trapped in Authenticator hell. They are truely a testament to your workplace

Jessica very friendly and helpful. Taken notes and will pass on to the cruise team.

Ali was so helpful and efficient working out a booking issue for us and we are very grateful. Luxury Escapes are a terrific company with a wonderful staff

Not a good start to our holiday with several issues which presented themselves upon arrival. With the support of the luxury team member Prasiddha P we were able to some what rectify an outcome. Thank you for your support Prasiddha

Outstanding support from Luxury Escapes through their customer representatives, a especial shoutout to Alexandra M and Sophie from sales

I have had many great experiences with Luxury Escapes
in the past but in this instance I would like to thank Bek G for her support and professionalism dealing with a cancellation due to a medical emergency .
Bek was kind and understanding and contacted the hotel on my behalf. Then she organised a full credit refund with very little input on my part . Thank you Bek G
I really appreciate you.

Krishna W was very helpful with assisting me in paying the balance of my payment in instalments before the due date. He was friendly and did what he said he would do very quickly. Much appreciated.

Had to cancel accommodation and rebook another around the same dates. Spoke with Prasiddha P and had great service and achieved exactly what I wanted. Very professional.

Do not be fooled by the automated 5-star reviews pushed out immediately after a purchase. The real story of Luxury Escapes is documented all over Reddit, TripAdvisor, and the mounting complaints filed with the ACCC. This company operates on a business model that systematically traps and forfeits consumer capital the moment a family faces a booking change.Everything runs smoothly until you need to make manual changes or handle a cancellation. That is where the administrative nightmare begins. Instead of operating with basic commercial decency, Luxury Escapes weaponizes semantic word games and aggressive fine-print loopholes to ensure you never get your funds back. Under the leadership of CEO Adam Schwab, the company unilaterally wipes balances from customer accounts with zero proactive warnings or expiration countdowns, hiding behind the excuse that funds are "account credits" rather than "gift cards" to bypass federal consumer protection laws.This is not an isolated incident. Losing consumer funds without rendering a single service is part of a widely documented pattern of behavior openly tracked across the consumer community. For instance, on the r/australia Consumer Legal Thread, an active community of affected travelers discusses taking formal legal action against the company for "hopelessly mismanaging their holiday bookings." Similarly, on the r/LegalAdviceUK Dispute Thread, families detail how the platform stubbornly refused cash refunds even after hotels authorized them, forcing travelers to fight back through AMEX chargebacks.We have escalated this predatory behavior directly to our credit card company AMEX, and the ACCC under Section 24 of the Australian Consumer Law for unfair contract terms. We are also ensuring their primary institutional backing at Pier 12 Capital (formerly Auctus Investment Group)—specifically Campbell McComb and Michael Hynes—are fully briefed on how Lux Group leadership structures its terms to systematically capture consumer capital without rendering services.If you are a family looking to book a holiday, stay far away. They will happily take your money, but if anything changes, their infrastructure is designed to pocket your hard-earned capital. A textbook corporate scam under Adam Schwab's watch

Our support from Mason G was amazing. We want to thank Mason G for pursuing a positive outcome to our unusual circumstances. Thank you Mason G at Luxury Escapes support I really appreciate your efforts.

Anna A provided great support following an issue I had with my trip to the middle east. Used the company a few times and they have some good deals on exclusive properties.