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  RosieRenee on 08/09/2020 - 12:27

  +1

  I would advise against Luxury Escapes. Myself and countless other people are currently dealing with their ever changing refund/ rebooking policies.
  They’ve gone out of their way to lie and be particularly painful when every other travel agency I’ve dealt with has been fantastic.
  Thousands of $$$ down the drain.

  • 

    [Deactivated] on 08/09/2020 - 14:22

    Could you elaborate and add the circumstances?

    I imagine it's to do with COVID19 and cancelling a trip which was originally non-refundable?

    • 

      RosieRenee on 08/09/2020 - 17:46

      +1

      Hi Danny (-:

      I wish this was the case as it would actually be easier.

      There were numerous issues. LE stated that I could not get a refund as the hotel wouldn’t allow it however upon personally contacting my accomodation provider I was told that they are refunding everyone. To make things better LE hadn’t even sent them funds or booked my trip at all which meant they lied for months about where the money was.

      LE then lied to me and said that as hotel is open I’m not entitled to a refund BUT I had proof of the resort being closed from prior to my trip with no plans to open again until next year. This all resulted in hours on the phone, dozens of emails, etc to try and get them to admit to their wrong doing.

      In their original terms and conditions when I booked there were clauses about financial hardship and health issues in relation to refunds, both of which I very easily meet due to Corona and personal health problems. When I provided medical and financial documentation I was told that some of it no longer meets their terms and conditions, when I went to recheck they had actually been changed. So I booked under 1 set of rules and now they’re not honouring it. I have screenshots of the order original T&Cs as I keep them for all trips I book in case these things happen.

      My original booking was for accomodation, flights, food, activities & some other bonuses. LE told me my only option was to spend more money, acquire huge cancellation fees, rebooking fees, etc and take the trip, less most of the bonuses which prompted me to book through them in the first place and take the trip in a year or two and if not bad luck.

      I stupidly mentioned at one point considering getting a charge back for my trip through my bank as I paid by credit card. At this point I was assured that they could definitely sort this out and to not worry about it. Because I’m silly I didn’t realise that charge backs had a time limit (you live and you learn) and as soon as the time elapsed to secure a charge back they again changed their tune and said I would not be getting a refund. So lots of tactical stalling.

      There’s a lot more to it, much has happened over the months.

      I had holidays with booked with other travel agents and it’s all been a wonderful experience compared to LE. There’s a Facebook group called ‘Luxury Escaped Us’ with dozens of stories of the LE using the same dirty tactics.

      Hope this helps a bit!