Luxury Escapes - beware!

[luxury-lizard]

I've used LE a number of times in the past and been very satisfied - of course you need to do your own homework to ensure you know exactly what you're getting and double check the price through other channels - but I'm sure everyone on this forum knows that. I've only ever had to change a date once and this went reasonably smoothly.

Fortunately we did not have any LE bookings impacted by Covid but can readily sympathise with those who did - we've had to cancel numerous other travel bookings due to CV and while sometimes a bit of a convoluted process have received a full refund in every case for otherwise non-refundable bookings.

Given that Flight Center have now reversed there position on the $300 cancellation fee under pressure from the ACCC I would expect that threatened legal action will cause LE to do the same.

After reading of others experience with LE here I will probably NEVER ever book an LE package again. Finally - it surprises me that I still receive daily e-mails from LE for packages both within Australia and overseas - who in the world would book anything with any agency for a pay now - travel later deal!!

If you do have an appetite for pay-now - travel anytime until Dec 2021 - take a look at the current Banyan Tree offer - amazing discounts at various resorts (mainly in Asia and the Maldives) for 2 night vouchers at up to 78% discount - thought about it but decided not to pounce - will stick to Australia (and maybe NZ) when restrictions are lifted.

 

[blackcat20]

Why are people expecting a refund? As far as I'm aware a credit is sufficient, same as with the airlines (depending on where you are and whether things are closed/cancelled). LE are working to make additional dates available, so the expectation is that you rebook your package when the time comes.

 

[glasszon]

Why are people expecting a refund? As far as I'm aware a credit is sufficient, same as with the airlines (depending on where you are and whether things are closed/cancelled). LE are working to make additional dates available, so the expectation is that you rebook your package when the time comes.

I can't speak for others, but in my case I expects a refund because I booked a hotel stay in Maldives for April and the hotel cancelled on me because they decided to close from April to June.

I totally understand I am not due a refund if I cancel the trip due to covid-19, but I certainly expects one when the hotel cancels on me.

Edit: Just to add on this topic about future travel credit: Not everyone can travel at a later time. I am supposed to move to London later this year and it just isn't feasible for me to take a trip to Maldives after I moved to London. I have discussed with LE many times and they hold the line saying if I can't go to Maldives after covid-19, that's my problem and they won't propose an alternative solution. I really tried hard finding a solution with LE before raising a credit card dispute as I know it's a last resort.

 

[Pushka]

Why are people expecting a refund? As far as I'm aware a credit is sufficient, same as with the airlines (depending on where you are and whether things are closed/cancelled). LE are working to make additional dates available, so the expectation is that you rebook your package when the time comes.

I think that your willingness to accept a voucher depends on where the booking has been made for. I'd be quite happy to go to some parts of Europe where there is a health system in place that entitles Aussies to health care while there is no Covid vaccination. Until that time, Travel Insurance no longer covers for Covid so it is an exercise of travelling at your own financial risk if you developed the illness. USA for instance, is totally out at the moment.

In our case, like glasszon, the Hotel wasn't open during our stay.

 

[blackcat20]

I think that your willingness to accept a voucher depends on where the booking has been made for. I'd be quite happy to go to some parts of Europe where there is a health system in place that entitles Aussies to health care while there is no Covid vaccination. Until that time, Travel Insurance no longer covers for Covid so it is an exercise of travelling at your own financial risk if you developed the illness. USA for instance, is totally out at the moment.

In our case, like glasszon, the Hotel wasn't open during our stay.

While I understand that, that doesnt really require LE to refund. Our booking is for the US (Hawaii) and we've taken the credit option with the hope that we get to go next year instead.

The hotel cancelling is a different case, if theyre closed then I would expect a refund, but thats not the case for a lot of people.

 

[Flashback]

I honestly don’t know why people are finding this surprising, LE have had a long track record of wriggling out of refunds and now the spotlight is well and truly on them.

Our neighbours are going through a very similar issue where the hotel says they have not charged LE and LE are just sitting on the cash not budging.

I’ve only used them once and we ended up in a nice resort but jam packed full of the Bali bogan crowd who all booked the same deal, so never used them again.

Hope this media attention gets some answers for people...

But is the hotel closed? If so, then that's a nice easy route for chargeback and they can show the documentation from the hotel showing that LE hasn't even paid for it, strengthens the case.

I can't speak for others, but in my case I expects a refund because I booked a hotel stay in Maldives for April and the hotel cancelled on me because they decided to close from April to June.

I totally understand I am not due a refund if I cancel the trip due to covid-19, but I certainly expects one when the hotel cancels on me.

Edit: Just to add on this topic about future travel credit: Not everyone can travel at a later time. I am supposed to move to London later this year and it just isn't feasible for me to take a trip to Maldives after I moved to London. I have discussed with LE many times and they hold the line saying if I can't go to Maldives after covid-19, that's my problem and they won't propose an alternative solution. I really tried hard finding a solution with LE before raising a credit card dispute as I know it's a last resort.

A lot of people misunderstand CC chargebacks I fear; in that scenario the hotel has offered an alternative (voucher); albeit one you're not happy with, so the chargeback will fail. I've said it many times before, but I'll say it again. This is what Travel Insurance is for.

 

[glasszon]

A lot of people misunderstand CC chargebacks I fear; in that scenario the hotel has offered an alternative (voucher); albeit one you're not happy with, so the chargeback will fail. I've said it many times before, but I'll say it again. This is what Travel Insurance is for.

I respect your opinion but I disagree because I have already applied to my travel insurance and they have declined my claim, they argue an offer of a travel voucher shows I have not suffered any loss, and said if I want to pursue further I would have to lodge a claim with AFCA.

On the other hand, Amex sided with me after I lodged a complaint, they allowed my chargeback on the basis that the hotel cancelled on me due to hotel closure, so the service hasn't been provided.

Of course, YMMV, but right now I haven't heard of a single case where the travel insurance has paid out when the hotel or flight has offered a future credit in lieu of a refund, it seems to be an industry wide policy in response to covid-19.

 

[travel_bug]

I respect your opinion but I disagree because I have already applied to my travel insurance and they have declined my claim, they argue an offer of a travel voucher shows I have not suffered any loss, and said if I want to pursue further I would have to lodge a claim with AFCA.

On the other hand, Amex sided with me after I lodged a complaint, they allowed my chargeback on the basis that the hotel cancelled on me due to hotel closure, so the service hasn't been provided.

Of course, YMMV, but right now I haven't heard of a single case travel insurance paying out when a travel voucher is offered due to hotel closure, it seems to be an industry wide policy in response of covid-19.

That’s very interesting, I’ve just received a letter from my travel insurance (through my CC) agreeing to pay my claim for drastically rescheduled domestic flights even when a voucher was offered. Maybe there are differences between what’s happening with hotels and airlines but I think it just shows how many variables are at play.


I think at the end of the day we can’t say unilaterally whether a travel insurance or chargeback claim will fail or not since we’re not the people making those decisions.

 

[glasszon]

That’s very interesting, I’ve just received a letter from my travel insurance (through my CC) agreeing to pay my claim for drastically rescheduled domestic flights even when a voucher was offered. Maybe there are differences between what’s happening with hotels and airlines but I think it just shows how many variables are at play.


I think at the end of the day we can’t say unilaterally whether a travel insurance or chargeback claim will fail or not since we’re not the people making those decisions.

Very interesting, who was your travel insurance provider?

 

[Pushka]

That’s very interesting, I’ve just received a letter from my travel insurance (through my CC) agreeing to pay my claim for drastically rescheduled domestic flights even when a voucher was offered. Maybe there are differences between what’s happening with hotels and airlines but I think it just shows how many variables are at play.


I think at the end of the day we can’t say unilaterally whether a travel insurance or chargeback claim will fail or not since we’re not the people making those decisions.

Insure and Go said they would take into account the nature of the voucher offer.

 

[travel_bug]

Very interesting, who was your travel insurance provider?

Allianz via ANZ Black QFF card

 

[Anna]

This might interest some people unhappy with LE

Couple's battle for $10,000 luxury holiday refund as hundreds consider class action

James and Victoria Sylvester were refused a refund when their $10,000 holiday to Dubai was cancelled because of coronavirus. Now hundreds of consumers in similar situations are considering launching a class action.

www.abc.net.au

 

[drron]

It looks like our LE bookings will turn out OK.
We have an upcoming stay in SIN from 1/6.Previously only able to postpone until November but no open dates for October and November.now able to rebook until June 2021 and we have a visit in March 2021 so rescheduled for then.
We have 2 upcoming bookings in August for our WA trip-more confident that will go ahead.
Then 2 bookings in December-one for BKK which will probably be no problem as we visit frequently.
The Second is for the Park hyatt Sydney and that should be no problems.

But with the brick wall I met initially with the SIN booking and one rescheduled for August these will be the last LE bookings we will have.

 

[Pushka]

It looks like our LE bookings will turn out OK.
We have an upcoming stay in SIN from 1/6.Previously only able to postpone until November but no open dates for October and November.now able to rebook until June 2021 and we have a visit in March 2021 so rescheduled for then.
We have 2 upcoming bookings in August for our WA trip-more confident that will go ahead.
Then 2 bookings in December-one for BKK which will probably be no problem as we visit frequently.
The Second is for the Park hyatt Sydney and that should be no problems.

But with the brick wall I met initially with the SIN booking and one rescheduled for August these will be the last LE bookings we will have.

Yes, I saw today that we can now book into June 2021 where previously that was restricted to end of December. Maybe a birthday trip. Not the next one but the one after.

 

[madman2020]

That’s very interesting, I’ve just received a letter from my travel insurance (through my CC) agreeing to pay my claim for drastically rescheduled domestic flights even when a voucher was offered. Maybe there are differences between what’s happening with hotels and airlines but I think it just shows how many variables are at play.


I think at the end of the day we can’t say unilaterally whether a travel insurance or chargeback claim will fail or not since we’re not the people making those decisions.

Did you have to povide a proof of cancellation to your insurance?? I have ANZ Travel Adventures Card and I have Allianz travel insurance, but if I want to claim, I need to make sure how to claim correctly so that my claim is successful.

I'm in the same boat with LE fighting for my refund. They only offered credit to use for 18 months, which means they are forcing me to keep my own money in their bank accounts and to use it with them only which I do not agree.

 

[p--and--t]

Did you have to povide a proof of cancellation to your insurance?? I have ANZ Travel Adventures Card and I have Allianz travel insurance, but if I want to claim, I need to make sure how to claim correctly so that my claim is successful.

I'm in the same boat with LE fighting for my refund. They only offered credit to use for 18 months, which means they are forcing me to keep my own money in their bank accounts and to use it with them only which I do not agree.

In addition to making a claim, you might want to search & read a separate thread on here about a class action against such companies not providing refunds

 

[bPeteb]

I decided to call LE yesterday about our trip to Kewarra Beach that didn't happen. The IVR told me the wait was very long and if I wanted a call back on my number press 1. I did that and got a call back in less than five minutes. There were notes for the offer but no detail if new dates would be made available. The rep said she would find out and email me back.

Email at 4:55 saying that there would be no new dates and we could instead have a full value credit valid for 18 months. I responded and said considering that we couldn't travel due to the hotel being closed, and it was now no longer available, I'd prefer a refund. I'll see what I get back this morning, or if I have to ring again.

 

[ols]

There is a facebook group called "Luxury Escaped Us" if you are looking at help to get a refund from Luxury Escapes.

 

[Flashback]

My folks had one booked (via Scoopon) and they said while cancellation isn't allowed, they're going to request as a once off via the hotel. Will be interesting to see how that goes, the hotel is still open but obviously Indonesia's borders are shut. The agent did note that it they had been staying at the Pullman, it would have been a hard no.

 

[bPeteb]

Not sure how or why but I've just received an email letting me know that LE has agreed to refund back to original form of payment (credit card) for our holiday that didn't happen back at Easter.