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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Review summary
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What people talk about most
Reviews shaping this summary
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
Company replied
LILY S! Absolute superstar! Saved our holiday and kept me calm during a very stressful experience. Give the girl a raise! Employee of the month! CEO role! Well done Lily we can’t thank you enough. I w... See more
Company replied
I needed some support from Luxury Escapes dealing with some international transfers that were associated with my booking. I was assisted in this process by Joshua D who went above and beyond in making... See more
Company replied
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.
Lauren M handled my inquiry and booking…
Lauren M handled my inquiry and booking really well. Great communication.
22 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Sharon, Thank you so much for your 5-star review! We’re glad to hear Lauren handled your enquiry and booking so well and provided great communication throughout the process.
I needed some support from Luxury…
I needed some support from Luxury Escapes dealing with some international transfers that were associated with my booking. I was assisted in this process by Joshua D who went above and beyond in making sure my needs were met. It’s this sort of efficiency that keeps me coming back and booking via Luxury Escapes.
19 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Russell, Thank you so much for your wonderful feedback and continued support! We’re delighted to hear Joshua went above and beyond while assisting with your international transfer arrangements and ensured everything was handled smoothly for you.
Speedy
Speedy, friendly and easy - good comms on completing a follow up question
22 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Alex, thank you for your 5-star review. We’re glad to hear your experience was speedy, friendly and easy, with clear communication throughout the follow-up process.
Reply from Luxury Escapes
Hi Laurenne, thank you for your 5-star review. We’re glad to hear you received great customer service.
Joshua was extremely helpful
Joshua was extremely helpful, friendly and , quick to understand my problem. He offered options to check in and when it didn't work advised he would email another dept to try and sort out. Fortunately I was able to complete my check-in as after trying another code given by Joshua it worked. Joshua also responded to my last email telling him all ok. Well done Joshua. ,🌞
21 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Mary, Thank you so much for your wonderful feedback! We’re glad to hear Joshua was extremely helpful, friendly and quick to understand the issue you were experiencing. It’s fantastic to know he remained proactive throughout the process, provided different solutions and continued following up to ensure everything was resolved for you.
Good service
Joshua, very helpful and gave me confidence that everything was sorted as per our request.
21 May 2026
Unprompted review
Reply from Luxury Escapes
Hi there, thank you for your 5-star review. We’re glad to hear Joshua was very helpful and gave you confidence that everything had been sorted as requested.
Carlos E was extremely helpful
Carlos E was extremely helpful, answered my queries, had a friendly and relaxed attitude like nothing was too much trouble and put my mind at rest.
21 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Jane, Thank you so much for your 5-star review! We’re delighted to hear Carlos was extremely helpful and able to answer your queries with such a friendly and relaxed approach. It’s fantastic to know he made you feel at ease and reassured throughout the process.
LILY S
LILY S! Absolute superstar! Saved our holiday and kept me calm during a very stressful experience. Give the girl a raise! Employee of the month! CEO role! Well done Lily we can’t thank you enough. I will never use any other booking site after this experience!
21 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Amy, Thank you so much for your incredible feedback! We’re absolutely delighted to hear Lily was able to turn such a stressful situation into a positive experience and help save your holiday. It’s fantastic to know her calm support, dedication and care made such a lasting impression on you.
Krishna was amazing and fixed a very…
Krishna was amazing and fixed a very complicated problem. I’m very happy
21 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Laurel, thank you for your 5-star review. We’re thrilled to hear Krishna was able to resolve such a complicated issue for you and provide such amazing support throughout the process.
Hanu was so accomodating and…
Hanu was so accomodating and knowledgable in helping us book our trip to Bali. If the actual holiday is as good as his customer service then we are in for a fantastic time. Jacky and Dave
12 February 2026
Unprompted review
Reply from Luxury Escapes
Thank you so much for your wonderful feedback, Jacky and Dave! We’re pleased to hear Hanu was so accommodating and knowledgeable while helping you book your Bali getaway. It’s fantastic to know his customer service left such a positive impression and helped build excitement for your upcoming trip.
Jessica R was very helpful and…
Jessica R was very helpful and professional in resolving my issues promptly.
Thank you
20 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Marcia, thank you for your kind feedback.
We’re so pleased to hear Jessica R was able to assist you in a helpful and professional manner while resolving your concerns promptly. We truly appreciate you taking the time to share your experience and will be sure to pass your lovely comments on.
Jennifer C - Outstanding Service
Jennifer was exceptional. She understood the issue, went away and solved it seamlessly and quickly with no back and forth required.
Really satisfied with her assistance!
21 May 2026
Unprompted review
Reply from Luxury Escapes
HI Pip, thank you for your 5-star review. We’re delighted to hear Jennifer provided such exceptional assistance and was able to understand and resolve the issue quickly and seamlessly without the need for repeated follow-up. Providing efficient and stress-free support is exactly the experience we strive to deliver.
We truly appreciate you taking the time to share your experience and are so pleased to hear you were satisfied with the assistance provided.
Settled a confusing third party email.
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 a third party email on 20/5 requesting I click on “Book”. As i didnt want to double up I called L E and Jessica R answered my call and promptly made enquiries and sorted the matter without delay. First class service by Holly and Jessica R Much appreciated Christine and John
20 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Christine & John, thank you for your 5-star review. We’re delighted to hear the airport transfers for your Hong Kong trip were arranged smoothly and that the follow-up concern regarding the third-party email was resolved quickly and efficiently. We understand how confusing this situation could have been, and we’re pleased the team was able to clarify everything promptly and give you peace of mind.
Your kind words and recognition of the service provided are truly appreciated. We hope you have a wonderful trip to Hong Kong and thank you again for choosing Luxury Escapes.
Luxury Escapes refuse to admit when they are at fault
I booked a trip with Luxury Escapes a few months ago. I'm due to fly 11th June. However last week I was told by the resort that the transfers LE had recommended I book as an add-on (and that I went ahead and booked, given that's what they recommended) don't actually go to my resort. It turns out the transfers I actually need to book are coming to over $1,200AUD!!! The original transfers LE sold to me were $460.
LE are at fault here for 2 reasons:
a) Selling me the wrong transfers
b) Providing misleading information, and neglecting to provide information about the true extortionate cost of transfers
Having spoken to LE via phone and email (note I have to speak to a different person every time) they literally do not care, nor are they prepared to help negotiate a solution. They simply say I have no option but to pay $1,200+ to book the correct transfers.
Myself and my husband have booked a few trips with LE, and we always use the recommended transfers. We've never had any issues, in fact it's been a great experience.
But I hate that LE can't admit this one time when they're at fault, and that they refuse to help find a solution that isn't going to cost me $$$.
At this point I simply cannot afford to take the trip! And I certainly won't be booking with Luxury Escapes again.
21 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Jen, we understand this situation has been frustrating and can confirm your case has been escalated and thoroughly reviewed under Ticket #3063492.
Following our investigation, we’ve confirmed the accommodation and transfer bookings were self-booked online without assistance from our team. The transfer selected was for a different island to the resort booked, and the relevant island names, transfer details and schedules were displayed at the time of booking.
We also identified that independently booked flight times do not align with the standard ferry schedule, which unfortunately means private transfers are now required to reach the island on arrival day.
While we appreciate this outcome is disappointing, we’re unable to accept responsibility for costs resulting from self-selected bookings and independently arranged flights. We have, however, contacted you directly to explain the outcome and outline the available options moving forward.
Kind regards,
Luxury Escapes
clearly understood person on phone
clearly understood person on phone, answered my queries
21 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Lindy, thank you for your feedback.
We’re pleased to hear that the team member was easy to understand and able to answer your queries clearly and effectively. Providing helpful and easy-to-follow support is very important to us, and we appreciate you taking the time to share your experience.
Luxury Escapes - expect nothing if something goes wrong
We booked a trip to Sea World Resort through Luxury Escapes. Four days out from the trip, one of my children had a severe accident resulting in head trauma. The trip was to be a surprise for this child’s birthday. Luxury Escapes is refusing to move the dates to a date when the treating neurologist suggests, a few months out.
Meanwhile, the airline (Virgin) and booking agent (Webjet) were fine with accommodating the date change, waiving the admin fee in the circumstances and acting with empathy.
I understand Luxury Escapes is legally permitted to enforce their inflexible cancellation policy, but find this to be unconscionable.
Sea World said they could potentially look at a date change if Luxury Escapes contacted them to do so, but Luxury Escapes refuse to assist - they simply don’t have to.
I’ve asked several times since the accident and have received the same reply each time - that they will not change dates.
*Note: We are very aware they prefer to claim the funds (that they wish to keep) through insurance, instead of just changing the booking dates a few months out.
A really bad experience at a hard time.
18 May 2026
Unprompted review
Reply from Luxury Escapes
Hi there, We’re truly sorry to hear about your child’s accident and can understand how difficult and stressful this situation must be for your family.
We are reviewing your concerns further and we will touch base via email once there is an update (Ticket #3061614)
Kind regards,
Luxury Escapes
Excellent customer service by Joshua D
Excellent customer service by Joshua D. I did have to wait 32 minutes before I reached an operator but he was able to sort the issue of changing dates of our booked Maldives holiday without any issue (unfortunately there was a fee involved with the change of date)
20 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Susann, Thank you for your 5-star review! We appreciate your patience with the wait time and are glad to hear Joshua provided excellent customer service once connected. It’s great to know he was able to assist with changing the dates for your Maldives holiday smoothly and resolve the matter for you.
Good experience
Luxury escapes made it easy to get in touch with customer service, they offered a call back service so I didn't have to wait on the phone for the next available agent.
Darcy R was very helpful and resolved my issue promptly. I would recommend them.
17 May 2026
Unprompted review
Reply from Luxury Escapes
Hi there, thank you for your 5-star review. We’re glad to hear you had a good experience with our customer service and found the callback option convenient and easy to use. It’s fantastic to know Darcy was very helpful and able to resolve your issue promptly.
Joshua D has been a fantastic support…
Joshua D has been a fantastic support and was able to address my questions regarding our pending Bali Holiday in September 2026.
Thank you Joshua
Paula Paul
20 May 2026
Unprompted review
Reply from Luxury Escapes
Thank you so much for your 5-star revew, Paula! We’re delighted to hear Joshua was a fantastic support and able to assist with your questions regarding your upcoming Bali holiday in September 2026. It’s wonderful to know you felt well supported and informed ahead of your trip.
Alexandra M
Alexandra M was very quick to respond to my query and resolved my query. Her service was excellent!
20 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Kara, thank you for your 5-star review. We’re delighted to hear Alexandra responded quickly to your query and was able to resolve it for you. It’s fantastic to know you received such excellent service.
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