Luxury Escapes Reviews 12,629

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.

Jessica R assisted me today with a cancellation I made. Jessica was extremely helpful, polite and knowledgeable. Jessica quickly solved my concerns, thanks Jessica

I spoke recently with Prasiddha at Luxury Escapes. He was able to help me with my query in a very friendly and efficient manner. I was most appreciative of the time he took to ensure that the support I required was provided.

Johnathan O was extremely friendly & helpful with our cancellation. Unfortunately, will won't be able to do Dubai or Hong Kong but Johnathan was very good with putting thru the Hong Kong credit immediately & is following up with the Dubai Hotel to see what can be done. Will definitely keep in contact with Johnathan O when booking our next accommodation

Prompt response and Andrew N, fix my request.

Amber R was very considerate and really helpful in responding to our questions.

Jonathan O answered the call introducing himself, verified my identity and the nature of my enquiry. The conversation was polite and he quickly established my need for an additional night's stay at my accomodation in June, and undertook to contact the hotel concerned and make the change contingent upon their agreement. He undertook to email me back with the outcome. 3 hours later he rang me with the news that the extension was able to be confirmed, and on the same basis as the rest of my original booking. Thank you sincerely Jonathon.

Very helpful

Very disappointed with my experience booking through Luxury Escapes.

I booked and fully paid for a Royal Villa well in advance, and the reservation was confirmed. Over a week later, I was suddenly informed that the accommodation was “not available” and I was downgraded to a completely different room.

What makes this even worse is that accommodation prices have now increased significantly, so finding a comparable alternative at this stage is extremely difficult and much more expensive. I booked early specifically to secure the villa and pricing I wanted.

The small credit offered does not come close to making up for the downgrade, inconvenience, stress, and disruption to my travel plans.

A confirmed booking should mean something. If a company cannot honor reservations they’ve already accepted payment for, they should provide truly equivalent accommodations or fully compensate customers for the difference.

Very frustrating experience and not what I expected from a company branding itself as “Luxury” Escapes.

Here's • Booking ID: 391311346

When can I expect to get resolved?

Darcy was extremely helpful, very professional and cleared up the concerns that I had. Very happy to go ahead with my long awaited holiday.

Darcy was great to deal with, he sorted out my issue promptly

**Update - For anyone reading this response, I want to address each point directly.

The engineering inspections did not resolve anything. Engineers attended twice and confirmed on both occasions that there was no fix. On the final night, following the last visit, the room was left permanently cold, well below 18 degrees. We had packed for a tropical climate with no warm clothing. We did not sleep.

The airport transfer was declined because we had already booked one through Luxury Escapes as part of our original booking. That information was visible in our booking details. Presenting the decline as a resolution is not accurate.

The late checkout was not honoured. A 4pm departure was verbally agreed with the hotel manager. At 3pm we received a call to leave and a staff member was at the door within two minutes.

The resolution offered was a restricted $150 promo code. We did not consider that adequate given the extent of what we experienced.**

Luxury Escapes markets itself as a premium travel platform. What it actually is, is a booking intermediary that takes a commercial margin and accepts no meaningful responsibility for the product it sells you.

Our stay was a significant failure across multiple fronts. The room did not match the listing. A persistent air conditioning fault disrupted our sleep across the entire 6-night stay despite being raised three to four times with the hotel. Engineers attended twice and confirmed there was no fix. On our final night the room was left permanently cold, well below 18 degrees. We had packed for a tropical climate. We were freezing and did not sleep.

We submitted a formal complaint to Luxury Escapes with full documentation and photographs. Their process was to refer the complaint to the hotel, who assessed their own conduct and found in their own favour. Luxury Escapes accepted that outcome and closed the case. There is no independent review, no advocacy for the customer, and no accountability.

As a Gold Societe member, my loyalty counted for nothing when it mattered. The complaints process is designed to protect the platform, not the customer.

I would not recommend booking through Luxury Escapes for any stay where you expect accountability if something goes wrong. Book directly with the hotel — at least then you know who is responsible.

Andrew N was quick to contact us to confirm our airport transfers were confirmed.

Not the “Luxury” Experience It Was Sold to Be

We booked five rooms at this Krabi resort for multiple families travelling with young children, based largely on how the property was positioned through Luxury Escapes. A key deciding factor was the claim that the resort offered one of the “best kids clubs in Krabi.” This created a clear expectation and strongly influenced our choice.
Unfortunately, that expectation was not met.
When concerns were raised onsite, the resort manager categorically denied that such claims had ever been made, stating that the property had never marketed itself in that way. This disconnect was both concerning and frustrating, particularly as families had relied on these representations when planning travel with children.
Beyond this, the overall condition of the resort was disappointing. The property is dated, visibly worn, and there was a persistent unpleasant odour in certain areas. It bears little resemblance to the premium standard that Luxury Escapes promotes under its “luxury” positioning. In reality, the experience felt closer to an average package holiday presented through polished photos and overstated descriptions.
Support from Luxury Escapes further compounded the issue. Communication was slow and reactive, with responses taking over 48 hours. More importantly, it became clear they have limited ability to influence or resolve issues directly with the property. As a result, we were left to manage the situation ourselves.

In summary:
This experience highlighted a clear gap between marketing and reality. What was sold as a premium, family-focused luxury stay turned out to be an underwhelming and misrepresented offering. The combination of misleading promotion, substandard conditions, and ineffective support made the experience extremely frustrating.

Recommendation:
Proceed with caution and independently verify key claims—particularly when travelling with children and relying on specific facilities such as kids clubs.

As always, efficient customer service from LE but was quite a while on hold even though I’d requested a call back.

*edit - ref no. Provided. I had one room under the 5 rooms which were booked.* 394534084 Booking ID number

Stay away from Luxury Escapes if you are booking based on the image of a genuine luxury family holiday.

We booked 5 rooms in Krabi, Thailand for 5 families travelling with children, largely based on how the resort and kids club were marketed through Luxury Escapes. The package promoted the resort as having one of the “best kids clubs in Krabi,” which became a major factor in our booking decision.

However, when concerns were raised onsite, the resort manager directly denied making those claims and advised that the resort had never marketed itself that way. That was extremely misleading and disappointing, especially given families were relying on those representations when planning travel with young children.

The property itself was old, dated, and had a noticeable smell throughout parts of the resort. It was nowhere near the level of quality that Luxury Escapes promotes itself as delivering under its so-called “luxury” brand. In reality, it felt like an average package holiday being sold through polished marketing, curated photos, and exaggerated descriptions.

Support from Luxury Escapes was equally poor. Communication was slow, dispute resolution took more than 48 hours, and there was very little meaningful assistance provided. It also became apparent that Luxury Escapes had very limited direct influence with the hotel itself and largely operated as a middle agent rather than a true luxury travel partner capable of resolving disputes effectively.We ultimately had to manage the situation ourselves directly with the resort.

Overall, this felt more like a well-marketed package product rather than a genuine luxury travel experience. Families should be cautious and independently verify claims before booking.