Luxury Escapes Reviews 12,655

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.

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.