Luxury Escapes Reviews 12,655

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.

Love dealing with Luxury Escapes...always efficient, friendly and eager to help with any problems...thank you!

Incredibly helpful, informative assistant

Just the way Holly H answered my request fast and prompt.

**** Just sent through booking id and wife's name which the booking is under.

Booked a lux escape to the Goldy which included dreamworld tickets.

No dreamworld tickets were received, wife chased it up with lux escapes and they sent 4 random lux escape tickets with QR codes and were told that's them.

We drove 10 hours to dreamworld, to find out the tickets don't work and lux escapes actually hadn't purchased our tickets.

Two screaming kids at the help desk.

Took lux escapes over an hour to get the tickets to us.

It was only because of Jason the ticket supervisor at dreamworld we were able to get in and enjoy our holiday.

Won't ever book again.

Lily S displayed phenomenal ability, providing both speedy and superb service. Unlike their slow phone service, and woefully stupid AI assisted on line "help", the best way to communicate with Luxury escapes is by email. If Lily S happens to be your point of contact, you're in luck. She's brilliant!

Quick action from Anna A from Luxury Escapes to resolve the issue I had in an efficient and timely manner

Brilliant service and a quick turnaround by Prasiddha. Highly recommended

Luxury escapes cancelled my hotel booking 3 hours prior to check in! I had booked with 3.5 weeks notice. I received a email notifying me they cancelled my booking. Offered a refund, credit or an apartment that was nowhere near my original accom. (Also about 1/2 the price of what I had paid). Buyer beware! I called the hotel and they advised luxury escapes often book via other 3rd party websites and my hotel had been cancelled by them 4 days prior! I get told 3 hours before! I called luxury escapes and they were completely unhelpful. Then waited 5 days for a refund. Never again!

Andrew N was very polite and listened to my concerns and responded back by email in a timely manner which was very helpful

I had a query about some credit and points allocation. This was handled well. Nikita M was understanding and professional and dealt with the matter quickly. All resolved well. Many thanks Nikita M.

My husband and I recently returned from an unforgettable and amazing 13 day tour of Turkiye. Our unique, knowledgeable guide SEFA, made the trip perfect, with his passion for his country, its culture, breathtaking landscapes and history. Sefa was humorous, patient, and accommodating. Nothing was too much trouble for him. Transport was very comfortable and punctual, and we felt safe with our driver Harum. Also, the Turkish people were welcoming, and communication wasn't a problem. We'd recommend this tour highly, especially if you have Sefa as your tour guide. I hope Luxury Escapes appreciate him as much as we all did!

Holly understood our issue and dealt with it very promptly

Andrew understood our enquiry and answered our questions