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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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 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.
Olga S was understanding of my…
Olga S was understanding of my situation to find a solution.
15 May 2026
Unprompted review
Reply from Luxury Escapes
Hi there, Thank you so much for your 5-star review! We’re glad to hear Olga S was understanding of your situation and able to help find a solution for you.
5* Platinum Deluxe service over the…
5* Platinum Deluxe service over the last few days from Jamie D and Amber M ………
Ladies you are “simply the best”
Luxury Escapes are exceptionally lucky to you both on their team
Thanks a million
Lorna Morton
Scotland
15 May 2026
Unprompted review
Reply from Luxury Escapes
Thank you so much for the lovely feedback, Lorna! We’re absolutely delighted to hear Jamie and Amber provided you with such exceptional service over the last few days. We hope you have an amazing trip!
Jonathan was very efficient.
Jonathan was very efficient and explained everything to me. He gave me a time frame and the outcome was delivered before the 3-7 days given to me.
13 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Alan, thank you for your 5-star review. We’re so pleased to hear Jonathan kept you well informed throughout the process and delivered the outcome even sooner than expected.
Amazing customer service
Isabelle C was a delight to speak to, she was extremely nice, professional and very prompt with helping me. Sorted everything out with no issues.
15 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Michelle, Thank you for the wonderful feedback! We’re so happy to hear Isabelle provided such prompt, professional and friendly service, and that she was able to sort everything out smoothly for you.
Andrew N was responsive to my emails…
Andrew N was responsive to my emails and explained things well.
15 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Cassie, thank you for your 5-star review. We’re glad to hear Andrew was responsive to your emails and explained everything clearly for you.
Question answered and resolved …
Question answered and resolved promptly - friendly service
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Charles, thank you for your 5-star review. We’re glad to hear your question was answered and resolved promptly, and that you received friendly service throughout.
Phoned and explained what I wanted done…
Phoned and explained what I wanted done in order to secure the rewards scheme. Amber R did it for me very quickly.
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi there, thank you for your 5-star review. We’re glad to hear Amber was able to quickly assist you with securing the rewards scheme and make the process easy for you.
Mason G was very helpful in providing…
Mason G was very helpful in providing instructions to access my package inclusions. Clear, friendly and follow-up info was much appreciated. This is why I pay slightly more for Luxury Escape travel bookings when so much automated and outsourced with other companies.
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi there, Thank you so much for your wonderful feedback! We’re glad to hear Mason was clear, friendly and helpful in guiding you through your package inclusions, and that the follow-up information was appreciated. It’s especially meaningful to hear you value the personalised support we provide.
Andrew N answered all my questions…
Andrew N answered all my questions immediately and was able to reassure me about any concerns I had today.
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Gayle, thank you for your 5-star review. We’re glad to hear Andrew N was able to answer all your questions promptly and provide reassurance around your concerns.
Helpful and friendly staff
Emily was very pleasant and professional on the phone and helpful with my requests. I have used luxury escapes from when it began and I have always had good experiences.This is the first time I used the phone service and it was great.
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Helen, thank you for your 5-star review. We’re delighted to hear Emily was pleasant, professional and helpful while assisting with your requests. It’s especially lovely to hear you’ve been with Luxury Escapes since the beginning and have consistently had positive experiences with us.
Had to postpone booking due to Family…
Had to postpone booking due to Family illness: excellent hassle free response, and all sorted: a great example of well done service. Thankyou Luxury escapes!
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Alan, thank you for your 5-star review. We’re sorry to hear about the family illness that led to your booking postponement, however we’re glad to hear the process was handled smoothly and hassle-free for you.
Darcy R was so quick in sorting out my…
Darcy R was so quick in sorting out my problem always easy to deal with Luxury Escapes
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Sheena, thank you for your 5-star review. We’re glad to hear Darcy was able to sort out your problem so quickly. It’s wonderful to know you continue to find Luxury Escapes easy to deal with.
Great help is available by email
People who assisted me from 18-23 April were helpful when a surgery was moved forward and we had to move dates. We can enjoy our time more now as surgery and recovery time have finished.
Always polite and supportive
23 April 2026
Unprompted review
Reply from Luxury Escapes
Hi Barbara, Thank you so much for your positive feedback! We’re glad to hear our team was able to support you with your date changes during such an important time. It’s wonderful to know the assistance provided helped make things easier so you can now enjoy your travels following the surgery and recovery period.
Jonathan listned to my situation and…
Jonathan listned to my situation and responded in a timely manner.
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Tony, thank you for your 5-star review. We’re glad to hear Jonathan listened to your situation and responded in a timely manner.
Booking ref:877721654
Booking ref:877721654
Our decision to book five rooms at this resort was based entirely on its “luxury” image and the strong advertising through Luxury Escapes� claiming it had one of the best kids’ clubs in Krabi. For families travelling with young children, this is not just an extra feature — it is a major part of the holiday experience. Unfortunately, what we received was far from the premium holiday that was promised.
The biggest disappointment was the huge gap between the marketing and the reality. When we raised concerns about the kids’ club, the resort manager completely denied that such claims had ever been made. It was extremely frustrating and disappointing to deal with this response.
The property itself is clearly old and poorly maintained. The resort looks very different from the polished photos used in advertisements. Many areas feel worn out, outdated, and there was an unpleasant smell throughout parts of the property. There is nothing “luxury” about paying premium prices for an average and ageing resort.
The support from Luxury Escapes� was also very disappointing. Responses often took more than 48 hours, and it became clear that they had very little ability to actually help resolve issues with the resort.
Customer service overall was poor. We were passed from one staff member to another, with no one taking responsibility for resolving the problem. Nobody even called us back to follow up, leaving us to deal with everything ourselves.
Do not rely solely on the glossy advertisements. Our experience was underwhelming and nowhere near the luxury family holiday that was promised. If you are travelling with children and expecting a true luxury experience, I would recommend looking elsewhere.
25 April 2026
Unprompted review
Reply from Luxury Escapes
Hi Vaishali, thank you for taking the time to share your feedback regarding your stay in Krabi. We’re very sorry to hear the experience did not meet the expectations you had based on the package and resort offering, particularly when travelling with your family. We understand how disappointing it would have been to feel there was a disconnect between the advertised experience and the reality of the stay, as well as the frustration caused by the ongoing communication and support concerns raised.
Our team has reached out to you previously via Ticket #2999602 with our final offer and response regarding this matter. If you would like to discuss this further, we kindly ask that you reply directly via the existing correspondence so the team can continue assisting you.
We do appreciate you taking the time to share your experience, and your feedback has been passed on to the relevant teams for review.
Kind regards,
Luxury Escapes
Friendly and helpful
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Tania, thank you for your 5-star review. We’re glad to hear you found the service friendly and helpful.
Nikita m was patient and able to assist…
Nikita m was patient and able to assist me with my enquires. He even went above and beyond to send me an email confirmation of our discussion, which I appreciate as I need it in writing.
Keep up the great work.
Imanuela Zeina
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Imanuela, thank you for your 5-star review. We’re glad to hear Nikita M was patient and able to assist with your enquiries, and that the follow-up email confirmation was helpful for you.
I contacted Luxury Escapes today and…
I contacted Luxury Escapes today and personally spoke to Sarah B who was very helpful, courtious and patient with our query.
Thank you Sarah, much appreciated.
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Enza, thank you for your 5-star review. We’re glad to hear Sarah was helpful, courteous and patient while assisting with your query.
Imran M provided excellent service
Imran M provided excellent service - my problem was resolved in seconds and I was offered extra support to make redeeming my voucher easy. Thank you for your help Imran!
14 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Adrianne, thank you for your 5-star review. We’re delighted to hear that Imran M was able to resolve your issue so quickly and provide extra support to make redeeming your voucher easy. It’s great to know the experience was smooth and helpful for you.
We’ll be sure to pass your kind words on to Imran and the wider team — we really appreciate you taking the time to share this.
Fixed Extended Stay
Had a need to increase the length of my trip. Had great support from Eleni working with the hotel to get the right outcome for me. Clear communication and informative responses. Great service
13 May 2026
Unprompted review
Reply from Luxury Escapes
Hi Keith, thank you for your 5-star review. We’re delighted to hear that Eleni was able to support you in extending your trip and work closely with the hotel to achieve the right outcome. It’s great to know her clear communication and timely updates made the process smooth and stress-free for you. We will be sure to pass your kind words.
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