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... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Joshua D was really helpful when my mobile timed out & payment was pending however I wasn’t sure whether it would confirm my booking. He followed up and called back as soon as he knew & gave me diffe... See more
Company replied
Vicki W from Luxury escapes has been fantastic to deal with. We ran into a small issue with onboard credit on our cruise booking, but Vicki handled it so professionally. She really listened to our c... See more
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We recently went to Turkiye for 13 days with luxury escapes. Having been out first time there we were a little apprehensive. But after meeting our tour guide Sefa we were at ease. His knowledge of the... See more
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Company details
Written by the company
Find the latest luxury travel ideas & exclusive special offers at insider prices. Save on holiday travel & accommodation packages with Luxury Escapes.
Contact info
Level 4, 68 Clarke Street, 3006, Southbank, Australia
- +61 2 8320 6845
- support@luxuryescapes.com
- luxuryescapes.com
4.7
Excellent
13K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Luxury escapes cancelled my hotel…
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!
2 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Naomi, we’re very sorry to hear about your experience and understand how disappointing this situation would have been, especially so close to check-in. Thank you for taking the time to share your feedback — this has been passed on for further review with the relevant teams.
Andrew N was very polite and listened…
Andrew N was very polite and listened to my concerns and responded back by email in a timely manner which was very helpful
11 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Michelle, thank you for your 5-star review. We’re pleased to hear Andrew was polite, listened to your concerns and followed up with a timely email response to assist you.
Great customer service
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.
11 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Margaret, thank you for your 5-star review. We’re glad to hear Nikita was understanding, professional and able to resolve your credit and points query quickly.
Andrew N was very helpful and efficient.
11 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Carolyn, thank you for your 5-star review. We’re glad to hear Andrew N was very helpful and efficient in assisting you.
Our unforgettable Turkiye Tour.
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!
19 April 2026
Unprompted review
Reply from Luxury Escapes
HI Dale, thank you for your positive feedback. We’re glad to hear your Turkiye tour was such an unforgettable experience and that the guides helped make the journey so enjoyable and memorable.
It’s fantastic to know the tour was well organised, comfortable and filled with such rich cultural and historical experiences. We’re also pleased to hear you felt welcomed throughout your travels and enjoyed exploring the beautiful landscapes of Turkiye.
Holly understood our issue and dealt…
Holly understood our issue and dealt with it very promptly
11 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Neil, thank you for your 5-star review. We’re pleased to hear Holly understood your issue and was able to deal with it promptly. Your feedback will be shared with her and the wider team.
We really appreciate your support and look forward to assisting you again in the future.
Andrew understood our enquiry and…
Andrew understood our enquiry and answered our questions
11 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Mike, thank you for your feedback. We’re delighted to hear Andrew was able to understand your enquiry and assist by answering your questions. Andrew will be happy to hear your feedback, and we’ll be sure to share it with him and the wider team.
Wendy T was very proficient
Wendy T was very proficient, courteous and in dealing with my request
6 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Chris, thank you for your 5-star review. We’re delighted to hear Wendy T was proficient, courteous, and able to assist you with your request. Your kind words will certainly be shared with her and the wider team.
Absolutely horrific experience dealing…
Absolutely horrific experience dealing with Luxury Escapes Chadstone, VIC, as well as their online customer service email.
Once my holiday was mostly booked and paid for, communication essentially ceased, and when I had a query whilst on the holiday, they were not responsive to daily emails for assistance.
Horrible, disgusting service.
10 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Madison,
Thank you for taking the time to share your feedback.
We are very sorry to hear about your experience and the frustration caused by the lack of timely communication and support during your booking and travel period.
Please be assured that your case is currently under investigation with our team. We are actively reviewing the details and will be in touch with you soon to discuss this further and provide an update.
Thank you for your patience in the meantime.
Kind regards,
Luxury Escapes
Never again
Booked Novotel hotel (5 star) in Old Phuket Town for a three night stay. Upon arrival room was filthy, stains everywhere (furniture, walls), mould in bathroom, surfaces had not been cleaned and Hotel itself was in poor condition. Wife complained to reception and requested a refund as we were not prepared to stay in a room in that state. Reception advised that they would give us another room and if we weren’t happy we would receive a refund. The second room that was presented was in exactly the same state as the first. My Wife then requested a refund, with the Manager agreeing that the facilities at the Hotel were not properly maintained. When the Hotel realised that we had booked through Luxury Escapes they refused the refund advising we needed to speak directly with LE. My Wife contacted LE and was advised to report her concerns regarding the state of the room to Hotel Management. When my Wife advised LE that we had already done this LE basically advised us there was nothing they could do. Further enquires with the Hotel revealed that the room had been booked by a third party called Hotelbeds and not by LE. By using a third party LE do not have any direct contact with the Hotel which makes it virtually impossible for you to get any recourse should you be unhappy with the booking. The Hotel eventually agreed to refund us for one night and we left and found another Hotel. Unfortunately LE have become little more than another Hotel booking platform. They are happy to take your money but, due to having no direct contact with the Hotel, are unable to offer any assistance should you be dissatisfied. We were subsequently offered a $90 voucher for use on a future holiday booking however we won’t be using their services again. You are much safer booking with the Hotel direct.
3 May 2026
Unprompted review
Reply from Luxury Escapes
Hi
Thank you for taking the time to share your detailed feedback.
We are very sorry to hear about the condition of the room on arrival and the experience you and your wife had during your stay at the Novotel Phuket Phokeethra. We understand how disappointing this would have been, especially when expectations were not met and alternative rooms were also unsuitable.
Please be assured that your concerns are currently under investigation via Ticket #3016509. Our team is actively reviewing the matter in detail, including all correspondence and feedback provided.
We appreciate your patience while this is being looked into and will provide you with an update as soon as further information is available.
Kind regards,
Luxury Escapes
Jourdana was extremely understanding…
Jourdana was extremely understanding when I called about a recent medical diagnosis. She was knowledgeable about my options for credit and / or refunds for accomodation and flight bookings.
Now that I have more medical timeframes and have to cancel our trip I feel confident I am in safe and empathetic hands.
8 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Maryjane, thank you for your 5-star review. We’re pleased to hear Jourdana was able to support you with care and clarity during a difficult time, and provide guidance on your credit and refund options.
We’re sorry your travel plans have changed, but glad you feel reassured and supported. Your comments will be shared with Jourdana and the team.
They will take your credit!!
Please do not leave any credit in your account for more than 12 months as Luxury Escapes just takes the money. First they start by taking half then the full amount. I think this is disappointing as they are probably earning interest on any money in peoples accounts to start with. I will not deal with this company again as it was a substantial amount.
9 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Richard,
Thank you for taking the time to share your review. We’re sorry to hear about your recent experience with your Luxury Escapes credit and our expiry policy regarding credits applied to your account.
To assist us in further investigating this matter, could you please provide your account details by emailing socialcx@luxuryescapes.com
We look forward to hearing from you soon.
Great Service From Luxury Escapes - Joshua D
Joshua D provided great support in organising a Hotel Cancellation and credit for further trips. The turnaround was less than 4 business days, which again was exceptional.
Thanks Shane
8 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Shane, thank you for your wonderful 5-star review! We’re so pleased to hear Joshua D provided great support in organising your hotel cancellation and future travel credit. It’s fantastic to know the turnaround time exceeded your expectations as well. We’ll be sure to pass on your kind words to Joshua — he’ll really appreciate the recognition.
Holly was very helpful and able to…
Holly altered my booking for us
We were concerned we may not be able to.
Thanks
Jennifer and Dan
4 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Jennifer, thank you for your 5-star review. We’re so pleased to hear Holly H was very helpful and took the time to truly understand your needs — we know how important that is. We’ll be sure to pass on your kind words to Holly, and we look forward to assisting you again in the future.
Excellent customer service- thank you…
Excellent customer service- thank you Emily
9 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Alan, thank you so much for your wonderful 5-star review! We’re thrilled to hear you received excellent customer service from Emily. We’ll be sure to pass along your kind words — she’ll really appreciate the recognition.
Solution produced by Mason G
8 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Isaac, thank you for your 5-star review. We’re glad to hear Mason G was able to provide a solution and assist you with your enquiry.
Excellent service…
Joshua D was one of the most helpful people I’ve spoken to. Very polite & understanding of my issue. Dealt with the problem & got my booking sorted. Very impressed.
7 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Steph, thank you for your 5-star review. We’re glad to hear Joshua was so helpful, polite and understanding while assisting with your booking issue. It’s great to know everything was sorted smoothly for you.
Issue turned around quickly
Joshua D was really helpful when my mobile timed out & payment was pending however I wasn’t sure whether it would confirm my booking. He followed up and called back as soon as he knew & gave me different options on what next steps would be.
Great customer service and kept me calm.
8 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Cills, Thank you so much for your lovely feedback! We’re glad to hear Joshua was able to assist quickly and keep you informed throughout the payment and booking issue. It’s great to know his support and follow-up helped put your mind at ease.
Great personality and extremely helpful…
Great personality and extremely helpful and delivered a superb result ….well done
8 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Sam, thank you for your 5-star review. We’re glad to hear you received such helpful service and a superb outcome.
Jenna H made the whole experience with…
Jenna H made the whole experience with LE for a tricky group booking of 12 a very positive experience.Her patience and understanding has been phenomenal. She has been an absolute pleasure to deal with.
8 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Leanne, Thank you so much for your 5-star review! We’re glad to hear Jenna made your group booking experience such a positive one. It’s great to know her patience, understanding and support helped make the process smoother for your group of 12.
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