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
Created with AI, based on recent reviews
What people talk about most
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
Company replied
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 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.
We had some challenges due to illness…
We had some challenges due to illness at the last second which meant we were going to miss our booking. Lychota went above and beyond to interact with the hotel and sort this out for us.
23 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Michael, thank you for sharing your experience. We’re sorry to hear you faced some last-minute challenges due to illness, however we’re so pleased Lychota was able to step in and assist. It’s wonderful to hear they went above and beyond to work with the hotel and help sort everything out for you.
Great Service…
It was a pleasure speaking with Alexandra M today, Alexandra was very helpful and professional in her manner and quickly sorted out my inquiry.
23 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Carmine, thank you for your lovely feedback. We’re so pleased to hear Alexandra M was able to assist you professionally and efficiently, and that your inquiry was resolved quickly. We’ll be sure to pass your kind words on to Alexandra.
Thanks to Bec G for her great…
Thanks to Bec G for her great assistance in extending our existing booking. We really enjoy the Anchorage.
16 May 2026
Unprompted review
Reply from Luxury Escapes
Hi there, Thank you for your 5-star review! We’re pleased to hear Bec provided great assistance in extending your existing booking and helped make the process smooth for you. It’s fantastic to know you’re enjoying your stay at The Anchorage Port Stephens.
Professional and friendly customer service
What fantastic customer service I received from Nikita M with my enquiry. After multiple people telling me different information Nikita made sure that I was informed in the process and informed all the way through and updated on the outcome. I appreciated Nikita's professionalism and friendliness over the phone followed with a prompt outcome in dealing with the matter at hand. Great customer service I wish for Nikita to be acknowledged for. Thank you
21 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Amy, Thank you so much for your wonderful review! We’re delighted to hear Nikita provided such professional and friendly service while assisting with your enquiry, especially after you had previously received conflicting information. It’s fantastic to know Nikita kept you informed throughout the process, communicated clearly and followed through with a prompt resolution.
Thomas A. saved my trip today!
I fractured my foot right before my trip and urgently needed a ground-floor room because I'm on crutches. The hotel was ignoring my emails and even wanted to charge me extra for the room change. I reached out to the Luxury Escapes chat, and Thomas A. got it sorted within a few hours. He contacted the hotel directly, got me a complimentary room change, and saved me a ton of stress right before the weekend. Really appreciate the fast, no-nonsense help. 5/5 stars!
22 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Alex, Thank you so much for your wonderful feedback! We’re so sorry to hear about your injury right before your trip, however we’re delighted to hear Thomas was able to step in and help make a stressful situation much easier for you. It’s fantastic to know he acted quickly, liaised directly with the hotel and secured a complimentary ground-floor room change so you could travel more comfortably.
Went out of his way to help..
Darcy was so understanding and went out of his way to try and help me. Even though my request was unable to be resolved, Darcy was wonderful.
22 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Ruth, Thank you for your 5-star review! While we’re sorry your request couldn’t ultimately be resolved, we’re delighted to hear Darcy was so understanding and went out of his way to try and assist you. It’s fantastic to know his care and support still made a positive impression throughout the experience.
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
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