Customer feedback shows frequent praise for individual staff members who resolve booking issues and assist quickly, often by name. However, some reviewers report difficulty contacting support, delays or disputes over cancellations and lost inclusions. If you consider a Luxury Escapes booking, confirm all inclusions and cancellation policies in writing and keep contact details for concierge or named agents. Reviewing refund and change terms before payment and requesting written confirmation of inclusions can reduce the risk of later disputes.
Examples from available reviews (Nov 2022 – Feb 2026).
Booking was easy and the vacation exceeded expectations with great value.
“it was an incredible experience!”
Luxury Escapes was hard to contact and removed inclusions without notice.
“Once they have your money, they are surprisingly hard to contact.”
Donna resolved cruise booking issues quickly and empathetically.
“I finally spoke with Donna who resolved my issue immediately.”
Bilal secured refunds and resolved the situation quickly.
“Truly outstanding service!”
Most reviewers describe helpful, prompt staff and effective issue resolution from named agents; isolated reviews describe unresponsive or remote service during problems.
Several reviewers mention competitive prices and perceived good value, but a few report lost inclusions or refund/cancellation disputes that reduced perceived value.
Mentions of the website or booking flow are limited; one review calls the site user-friendly, while other booking issues appear tied to support or policy rather than UX.
Some guests report accommodations that met or exceeded expectations, but several reviews note itinerary changes, missing inclusions or booking mismatches on arrival.
Most comments highlight fast, clear responses and named staff helping quickly; a minority cite slow callbacks, difficult contact or unhelpful initial support.
Overall impressions are positive for many travellers who praise staff and outcomes, though a subset report booking, inclusion or refund problems that harmed their trip.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 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 is an online travel retailer that sells curated holiday packages, hotel stays, tours and concierge support. It markets time-limited offers and package deals and provides booking and customer-service channels for travellers seeking higher-end or bundled travel options.