Many reviewers single out Luxury Escapes agents for quick, tailored fixes and clear follow-up. Several stay reviews describe high-quality hotels, upgrades, and attentive staff on site. Some customers report fees that were not disclosed, inclusions removed, or package claims refused. A smaller group mentions slow or missing replies and uncertainty about reservations close to departure.
Examples from available reviews (Nov 2022 – Mar 2026).
Tom adjusted insurance dates and payments helpfully and friendly.
“Tom G was really helpful and informative”
Our stay at Sofitel Nusa Dua was extraordinary with excellent service and amenities.
“Our June stay in a Luxury Room at Sofitel Nusa Dua Bali was extraordinary.”
The trip had hidden costs, lacked inclusions, and was inflexible.
“flights, airport transfers, and even meet-and-greet services are NOT included.”
Reviewer still has not received a response or parking reimbursement.
“Still have not received a response.”
Reviewers repeatedly praise named consultants for fast solutions and polite help. They describe agents handling date changes, refunds, transfers, and confirmations during calls or email exchanges. A smaller number mention trouble reaching support or disagreements over inclusions after booking.
Value ratings often depend on how clearly inclusions are spelled out. Some reviews cite daily fees they did not expect, inclusions being removed, or purchased package claims being denied. Others say trips with clearly listed inclusions and transfers offered strong value overall.
Many guests describe easy booking and smooth stays that matched the website descriptions. Several reviews point to simple tour and transfer arrangements with little hassle. A few customers report last-minute cancellations or not knowing whether their reservation was confirmed.
Guests often describe high-quality hotels, successful room upgrades, and attentive staff at multiple properties. Reviews also mention strong amenities and elevated service at partner resorts. One review flags a safety concern tied to a bathroom step layout.
Many reviews mention quick, clear email replies and useful instructions from named staff. Customers often describe immediate confirmations or helpful follow-up. Fewer comments report no reply, delayed updates, or reimbursement requests left unresolved.
Reviews show many strong experiences with booking execution and hotel stays. Low-rated feedback clusters around hidden costs, rejected inclusion claims, and gaps in communication. Overall, reviewers describe reliable hotel quality on the ground, alongside occasional breakdowns in upfront clarity or follow-through before travel.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
Tom adjusted insurance dates and payments helpfully and friendly.
“Tom G was really helpful and informative”
All agents provided extremely helpful, excellent service.
“Excellent service as all agents were extremely helpful”
Syed answered queries knowledgeably and resolved requests promptly.
“Syed was fantastic to deal with, answered all queries”
Maddison was friendly, efficient, and helpful.
“Maddison was very helpful, friendly and efficient.”
Holly changed accommodation dates efficiently and helpfully.
“She was extremely helpful and very efficient.”
Sarah made date changes easily and was kind and understanding.
“Sarah L was absolutely amazing.”
Emily rescheduled booking and secured the best appropriate deal.
“Emily T was very helpful & patient.”
Holly resolved the issue quickly and confirmed by email.
“She resolved my issue very quickly and sent me email confirmation immediately following my call.”
Nerida provided great support with booking and changes.
“The support in booking and making changes has been great from NeridaO.”
Hunter arranged Phuket pickup promptly and corrected delivery details.
“Hunter O sorted out our pickup arrangements in Phuket promptly today.”
Mihriban responded quickly and professionally with clear expectations.
“My query was responded to quickly and professionally, with clear expectations set.”
Customer service resolved the issue quickly.
“Great customer service. Issue solved quickly.”
Trish solved flight booking issues instantly.
“Trish was able to solve our problems instantly.”
Service was efficient, understandable, and friendly.
“Very efficient, easy to understand and friendly service.”
Michael efficiently helped with the request.
“Michael was very efficient in helping me with my request”
Imogen replied quickly to email and answered questions.
“Imogen C got back to me quickly in reply to my email and answered my questions.”
Imogen answered queries accurately and informatively.
“Imogen C answered all my queries accurately & informatively ! Thank you”
Krishna amended the booking quickly and without fuss.
“my booking was amended without any fuss or bother.”
Hunter was courteous and helpful during a refund process.
“The Luxury Escape consultant Hunter O was very courteous and helpful.”
Keerthi was very helpful and ensured a positive outcome.
“Keerthi, was very helpful and provided all the assistance to confirm a positive outcome”
Room upgrade and dining were excellent, but shower posed safety concerns.
“The shower area to stand in was a step down bath as well.”
Staff were polite and helpful rebooking after a date mistake.
“all of them polite, professional and helpful”
Imogen was helpful, clear, and did what she advised.
“Imogen was great - easy to understand and did what she advised”
Madison helped resolve their booking issue for Singapore.
“Madison G was extremely helpful in resolving our issue today”
Darcy communicated promptly and clearly.
“Darcy L was very prompt and clear with communication.”
Andrew N handled queries calmly and resolved them promptly.
“Andrew N is a fabulous person to deal with when a query arises.”
Imogen answered the question clearly with a quick response.
“Very quick response from Imogen C which answered my question clearly.”
Request was handled efficiently and completed quickly.
“Efficient and done quickly”
April handled a cancellation quickly and kindly.
“April K was VERY HELPFUL when I Needed to Cancel our Booking due to Health Issues...”
Darcy assisted after a delayed callback and resolved concerns.
“After waiting all day for a call back Darcy L was fabulous”
HANU provided patient recommendations and excellent booking assistance.
“You showed exceptional customer service.”
Imogen provided prompt, hassle-free booking for a tour.
“Staff member Imogen C great prompt service, booked a tour with no hassles,”
Andrew gave clear, helpful information to a confused traveller.
“Very happy with the customer service from Andrew N, he gave a confused traveller all the right information.”
Madison provided clear instructions and was great.
“madison g was great and provided us with clear instructions”
Luxury Escapes was hard to contact and removed inclusions without notice.
“Once they have your money, they are surprisingly hard to contact.”
Hazeem went above and beyond to help with bookings.
“Hazeem H once again kindly went above and beyond to help me out.”
Donna resolved cruise booking issues quickly and empathetically.
“I finally spoke with Donna who resolved my issue immediately.”
Tours team assisted with booking details and airport transfers.
“Thanks for the excellent communication and service!”
Vicki provided smooth cancellation assistance.
“It was a smooth cancelation, thank you Vicki W for the smooth help I recieved”
Imogen efficiently fixed a booking problem with kindness.
“Imogen C rectified the problem with efficiency and kindness”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Luxury Escapes runs an online booking platform for curated luxury holiday packages. It sells bundled hotel stays with room upgrades, meal inclusions, and transfer options through its website and app. The company works with hotels and resorts worldwide to build package deals, then sends booking confirmations and travel vouchers. Support teams handle changes, cancellations, and special requests by phone and email. Listings show package details and terms meant to set expectations before travel.