Sickness in our family required a postponement of our holiday and Wendy ( Luxury Escapes) along with Amy at Chateau Elan in The Hunter Valley NSW acknowledged we could not get there for the upcoming w... See more
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Review summary
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Reviews shaping this summary
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... See more
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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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Jenna H- you are a STAR! Friendly, patient and warm, she made a potentially costly change to our booking PAINLESS. Honestly- we thought we'd lose our booking entirely after our dates shifted but s... 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 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Joshua D was very approachable and…
Joshua D was very approachable and helpful. Much appreciated for his help. Thank you Joshua D
May 28, 2026
Unprompted review
Reply from Luxury Escapes
Hi Sona, thank you for your 5-star review. We’re pleased to hear Joshua was approachable and helpful while assisting you.
Reply from Luxury Escapes
Hi Nevill, thanks for the 5-stars! We’re glad to hear our team took the time and effort to convey your request to the hotel on your behalf.
Reply from Luxury Escapes
Hi Sally, Thank you for your 5-star review! We’re glad to hear your issue was resolved with a short, polite and successful interaction
Superb service
My phone call to Luxury Escapes was answered promptly. Jourdana M listened to my situation with intelligence and clear understanding, she followed through with accurate and detailed emails and advised the successful outcome on the same day. Superb service!
May 27, 2026
Unprompted review
Reply from Luxury Escapes
Hi Linda, thank you for your 5-star review. We’re glad to hear Jourdana provided such superb service and was able to understand your situation quickly, communicate clearly and keep you informed throughout the process. It’s fantastic to know she followed through with detailed emails and achieved a successful outcome for you on the same day.
I’ve been expecting a refund for Insurance which was resolved.
I’ve been expecting a refund for insurance and was frustrated the matter hadn’t been resolved.
After a phone call with Jonathan O, he took the time to look into the details and has now processed a refund for me. I was impressed.
May 28, 2026
Unprompted review
Reply from Luxury Escapes
Hi there, Thank you for your 5-star review. We’re sorry to hear about the frustration caused by the delay in resolving your insurance refund, however we’re pleased to hear Jonathan took the time to investigate the matter thoroughly and was able to process the refund for you.
Great Service
Madison quickly sorted an issue I was having and confirmed promptly via updated documents and an email. Thanks, Madison :)
May 28, 2026
Unprompted review
Reply from Luxury Escapes
Hi there, Thank you so much for your 5-star review! We’re glad to hear Madison was able to quickly resolve the issue for you and followed up promptly with updated documents and confirmation via email. It’s fantastic to know the process was handled smoothly and efficiently.
Andrew N answered my question
Andrew N answered my question and was prompt responding.
Thanks Andrew
May 28, 2026
Unprompted review
Reply from Luxury Escapes
Hi Susan, Thank you so much for your 5-star review! We’re glad to hear Andrew was able to answer your question and provide a prompt response.
Luxury Escapes Teamwork
Great customer service from Emilia W and Wendy T! Thank you both.
May 27, 2026
Unprompted review
Reply from Luxury Escapes
Thank you for your lovely feedback! We’re so pleased to hear you received great customer service from Emilia W and Wendy T. We’ll be sure to pass on your kind words to both team members. Thank you again for choosing Luxury Escapes!
Resolved my queries about a future…
Resolved my queries about a future booking.
We have since booked.
May 28, 2026
Unprompted review
Reply from Luxury Escapes
Hi Julie, thank you for your review! We’re so pleased to hear your queries were resolved and that you’ve since gone ahead with your booking. We truly appreciate your support and hope you have a fantastic upcoming holiday with Luxury Escapes!
Pre-Tour Booking
Krishna W was prompt in acknowledging my initial enquiry related to booking pre-tour accomodation - it was promptly attended to and finalised. Great service!!
May 26, 2026
Unprompted review
Reply from Luxury Escapes
Hi Mukesh, thank you for your wonderful 5-star review! We’re delighted to hear your pre-tour accommodation enquiry was handled promptly and efficiently. We’ll be sure to pass your kind feedback on to Krishna W. Thank you again for choosing Luxury Escapes, and we hope you have an amazing trip!
Ridiculous situation and still outstanding…
Ridiculous situation and still unresolved after 10 days. Booked a Hilton Hotel in New Orleans and after travelling 15 hours (including 10 hours on a plane) we arrived at 10pm hoping for a speedy check in and bed. Despite my booking with Luxury Escapes and a ‘confirmed’ email the Hilton Hotel didn’t have our booking. I was faced with the task of calling from the US on my UK mobile to a help desk in Australia and were in the middle of a confirmed booking with LE and the details were not passed to Hilton in the correct format. My mobile was passed to hotel concierge and eventually after 25 mins the hotel agreed to me passing my credit card AGAIN to secure a room whilst LE attempted to send the details in the correct format. The Hilton were accommodating under the circumstances. The 4 day stay included on the booking form a daily credit towards breakfast. Unfortunately that wasn’t honoured by the hotel. So the inconvenience of arriving and faced with no booking, the mobile phone charge of £40 (roaming plus overseas charge) and the full cost of breakfast…….the very ungenerous initial offer of £50 CREDIT towards my next booking does not seem appealing at all! I have explained this to the support team and they have stalled and stalled saying they are negotiating/discussing with Hilton. My point is MY contract was with Luxury Escapes and I should be treated independently from any conversation they may wish to have with Hilton. My issue is being inconvenienced on arrival, mobile phone cost (evidence of bill provided to LE!) and a incorrect offer of a daily credit towards breakfast when we were actually charged(evidence of final bill provided). So in short …..if you think you have booked and have a confirmation email……that means nothing when you arrive at a hotel expecting everything is all booked with certain services. Not a good experience……and certainly not a luxury experience.
April 30, 2026
Unprompted review
Reply from Luxury Escapes
Hi Nick,
Thank you for taking the time to share your experience with us, and please accept our sincere apologies for the inconvenience and frustration caused.
We completely understand how distressing it must have been to arrive after such a long journey only to find that the hotel did not have your booking correctly confirmed, particularly late in the evening. We also appreciate the additional stress caused by the overseas phone charges, the delay at check-in, and the breakfast inclusions not being honoured as expected.
We would also like to thank you for your patience while our team continues to investigate this matter thoroughly. Please be assured that your concerns have been escalated internally, and we are actively working towards a resolution.
Our team will be in touch with you via ticket #3009268 shortly with a further update. We truly appreciate your understanding while this review is ongoing.
Kind regards,
Luxury Escapes
Amazing costumer service
We’ve booked via Luxury Escapes twice in the past. Packages are great, don’t have to worry much.
In addition, the support service is amazing! Shout out to Joshua D who assisted us in amending our bookings - a change of mind with dates and hotels. He was so helpful, no fuss, very understanding.
May 27, 2026
Unprompted review
Reply from Luxury Escapes
Hi Lilian, Thank you so much for your wonderful feedback and continued support! We’re glad to hear you’ve enjoyed your previous bookings and found the packages easy and stress-free.
It’s fantastic to know Joshua provided such amazing support and that he made the process smooth, understanding and hassle-free for you.
Outstanding service and support
The customer service manager was helpful, informative and an excellent communicator.
May 26, 2026
Unprompted review
Reply from Luxury Escapes
Hi Paul, Thank you so much for your 5-star review! We’re pleased to hear you received outstanding service and support, and that the customer service manager was helpful, informative and such an excellent communicator throughout your experience.
Bec was efficient and helpful in…
Bec was efficient and helpful in answering all my questions
May 27, 2026
Unprompted review
Reply from Luxury Escapes
Hi Jacque, thank you for your 5-star review. We’re glad to hear Bec was efficient and helpful in answering all of your questions.
Emila was very good
Emila was very good, easy to speak to and clear about what needed to be done. My issue was resolved quickly with little fuss. So well done.
Cheers Alan
May 27, 2026
Unprompted review
Reply from Luxury Escapes
Thank you so much for your positive review, Alan! We’re pleased to hear Emila was easy to speak with, communicated everything clearly and was able to resolve your issue quickly and smoothly.
The lady was very helpful and…
The representative Bec G was very helpful and accommodating. A great customer service person for Lux Escapes.
May 27, 2026
Unprompted review
Reply from Luxury Escapes
Hi Jeremy, thank you for your 5-star review. We’re thrilled to hear Bec was very helpful and accommodating throughout your experience. It’s fantastic to know she provided the level of service you’ve come to expect from LE.
Reply from Luxury Escapes
Hi Tracy, thank you for your lovely feedback. We’re so pleased to hear you received great customer service from Emily T. We’ll be sure to pass your kind comments on to her — recognition like this is always greatly appreciated.
Always great service
Always great service with luxury escapes. I needed some help with an extra tour experience we couldn’t attend anymore and Krishna W was friendly and efficient. Fixed it up and the refund came through straight away. Excellent service.
May 27, 2026
Unprompted review
Reply from Luxury Escapes
Hi Victoria, thank you for your 5-star review. We’re delighted to hear you continue to receive great service with Luxury Escapes. It’s wonderful to know Krishna W was able to assist you in a friendly and efficient manner and quickly organise the refund for your tour experience.
We’ll be sure to pass your kind words on to Krishna.
2hr price for 1hr experiece
We booked a 2hr JetSki package only to be told by the operator that the tour was 1 hr and they do not do 2hr tours.
April 11, 2026
Unprompted review
Reply from Luxury Escapes
Thank you for bringing this to our attention, and we’re sorry to hear about the discrepancy with your JetSki experience.
We are currently looking into this matter with the relevant team and supplier to better understand what occurred. We will be in touch again soon to further assist and provide an update.
Emilie was helpful and pleasant
Emilie was helpful and pleasant right from the start and did everything she could to finalise our refund for which I’m grateful as it was not an automatic thing
May 27, 2026
Unprompted review
Reply from Luxury Escapes
Hi Valerie, thank you for sharing your feedback. We’re so pleased to hear Emilie was helpful and pleasant throughout the process and did everything she could to assist in finalising your refund. We understand this was not a straightforward situation, and we’re delighted she was able to provide support and assistance along the way.
We’ll be sure to pass your kind comments on to Emilie — she’ll really appreciate the recognition.
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