Possibly the worst company I have had to deal with when things went wrong Constantly having to chase a refund of which ended up as a credit To say it was a frustrating process would be an underst... Voir plus
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Lisez les avis des autres
After booking several family holidays through Nadira at Luxury Holidays we knew that we would be booking our honeymoon through her! She got us an amazing deal to Dubai for 2 weeks. The booking process... Voir plus
Unfortunately not clear when booking, advisar did not tell me that adult has to pay for the child under 11 who is inclusive at grand hyatt!!! so disappointed, i would have considered Destination 2 as... Voir plus
L'entreprise a répondu
We have used Luxury Holidays as our main travel agent for over ten years. Charles is our go to booking expert. Everything is very customer focused. We traveled this time to Abu Dhabi to the Em... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
Luxury Holidays offers the best hand picked luxury destinations. All our experts have first hand knowledge of all the hotels we sell.
Coordonnées de contact
Southbridge Place, CR0 4HA, Croydon, Royaume-Uni
- luxuryholidays.co.uk
3,5
Moyen
127 avis
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 80 % de ses avis négatifs
Répond généralement dans un délai de 2 semaines
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
I must say we had such fabulous service…
I must say we had such fabulous service from Hassan while booking our first holiday with our children and new grandchildren that every detail was taken care of from hotel booking room choice, to baby and child seat requests on the plane journeys s well as transfers . Well done Hassan we will definitely get in touch for our next family holiday booking thank you so much the Scott family
19 mars 2023
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
Nothing was too much trouble for Hassan…
Nothing was too much trouble for Hassan - I probably asked for too many quotes, but didnt feel that I was being pain!! Hassan is courteous and extremely helpful.
Highly recommended
18 mars 2023
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
Honeymoon heaven!
My wife and I wanted to go away for some winter sun for our honeymoon and wanted to do several different places but didn’t want the hassle of booking it all ourselves. We came across Luxury Holidays and were sceptical to begin with because we’ve only ever used main agents before (Jet2 etc). We were so wrong to be sceptical! Charles and the team were great. Always at the end of an email. They gave us several options and thought of absolutely everything. They sorted all transfers and internal flights. We stayed at 3 different locations in Thailand and stopped in Dubai on the way back for a few nights. All hotels were superb. Honestly excellent value for money, you can trust Luxury Holidays to give you the luxury holiday you’re looking for!
29 janvier 2023
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
Avoid at all costs
If I could I would give no stars. Great when booking and taking your money! Not so good when you are left high & dry at midnight in Orlando with 3 OAP’s and a 7 year old and no accommodation! This being because the wrong details were sent to us. When eventually we received the correct address, the following day. It got worse Luxury villa was a disgrace to say the least, sick on the pillowcase, beds were dirty and unchanged from previous occupants, dust and dirt everywhere. Moths & ants on the window sills. Dirty pool and hot tub. Even a tree branch sticking through the mesh pool cover. The list could go on and on. No real joy when we were there & had to clean the rooms ourselves.
On return a letter of complaint was sent. 5 weeks later still waiting for a response.
Looks like yet another case of see you in court.
YOU HAVE BEEN WARNED, again
21 octobre 2022
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Mark,
Thank you for contacting us on Trustpilot .
As per our previous correspondence in November, we have forwarded your complaint to the Villa Owners and Management Team and are awaiting there response. The villa that you stayed in is not part of a chain of hotels but a privately owned properties, and so their complaints resolution and procedures do take longer.
We understand that you contacted us regarding the cleanliness of the villa while at the property, and Jamie was in constant contact with you and communicated with the Management Team who did come out to see you on multiple occasions to address any concerns and resolved any issues that you had.
We appreciate your patience and we will follow up and get in contact with you as soon as we have received a detailed response from the Property.
Good people to deal with..
We asked Dani at Luxury Holidays to give us some ideas for hotels in Dubai. We had visited there before and we knew that there were some great hotels and deals,..... and some to avoid! She got us a great deal on a Resort hotel with upgraded rooms and Half Board. It was 10% lower in price for the same hotel on the same dates as another travel agent that we had previously used. The tickets and other arrangements were sent to us in good time and also we had contact from them to ensure that everything was ok. Despite some negative comment that I had read before I made the booking, I went ahead, and I'm glad that we did. Everything was fine and went to plan, which is the reason why you use a travel agent. I will use them again, as they have a really good knowledge of this area of the globe and also they tried hard!
13 juillet 2022
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
Excellent VFM, and organisation.
Excellent VFM. Organisation of tickets, options, accommodation and transfers was great and provided peace of mind. Always available to chat or communicate by email/text. Holiday was superb, so glad we went to Luxury Holidays. We will use them again. I also felt the need to thanks LH personally.
1 novembre 2022
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
Booked a 25th wedding anniversary trip
Booked a 25th wedding anniversary trip
In 2021 to Sri Lanka and Maldives with Sol. With one thing or another we eventually left in October this year
A huge debt of gratitude to Sol and all the team for ensuring all went to plan. Flights
Tours hotels were fabulous. To move all of
This plus keep us updated with Covid-19
And the political situation in Sri Lanka.
Was fantastic example of customer service. This not the first time I’ve used this company so it’s definitely not a one off would absolutely recommend booking a holiday with this company
Keep up the good work !!!
16 octobre 2022
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
Azeem is the best!!!
Azeem has booked us two holidays now! Nothing is too much trouble and he is so clear on what we will expect! No messing and helps us out! Literally the best customer service - I doubt we will ever book with another travel agent! Thank you Azeem
10 septembre 2022
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
Booked a late Cruise. Great company.
Booked a late deal initially with Imran and then Daniel covering between their hours of work. Both worked together seamlessly to ensure my needs were met. As it was a late deal on a cruise, there were some additional details to address and concerns of mine to settle, but the team here really did everything they possibly could in advising me and and ensuring I had the best possible transition from traveling to the Port of departure (Miami) and boarding.
They got me a fantastic deal on a 2 week Caribbean Cruise. Cabin with balcony and the best drinks package for me my wife and the kids got theirs too.
Can't rate this team highly enough.
I'll be keeping their number for my next holiday.
27 juillet 2022
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
Great experience of pokhara tour…
We had great experience of pokhara tour with friends. I really like the service provided by them.
2 avril 2022
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
Great Price and Service
Booked with these guys and they got us a great package deal on the opening day of the Taj Exotica Resort on Palm Dubai. Imran was excellent and also included transfers within the price. It's our 25th wedding anniversary and this place is exceptional and really appreciate the efforts of Imran and the team at Luxury Holidays. We will book with them again definitely!
1 mars 2022
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
I used luxury Holidays to book my trip…
I used luxury Holidays to book my trip to dubai I booked the be exclusive package and cannot rate it enough 8ts absolutely amazing the benefits you get with this booking the team went above and beyond to accommodate my specific needs will not book through anyone else cannot praise enough 10/10
23 février 2022
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
Excellent customer service, highly recommend
I used this company to book my honeymoon to Dubai, excellent customer and so helpful along the way. Made the process so much easier and hassle free. Will definitely be using them for future trips… highly recommend!
23 février 2022
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
AVOID AVOID AVOID
AVOID AVOID AVOID
We are well travelled people who have booked with numerous companies over many years. NEVER in my life have I come across such a shambles of a company. Yes they are great while taking your money/ swapping your holiday ect. BUT try and get a refund and it’s a different story. By law you are entitled to a refund due to covid , but they use every excuse in the book and tell you you are NOT entitled. They ignore your calls/ emails ect and avoid you questions by not giving a direct answer. We found A*d*i and the rest of the team including the owners/ managers to be terrible. Do what we did.. pay the £100 fee and put in a claim via small claims court. We went through a mediator and we were given a full refund . As THE LAW STATES YOU ARE ENTITLED TO A REFUND!!
Be brave and do it..
19 novembre 2021
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Donna,
Thank you for leaving a review. Having checked our records, we can see that we refunded you and we are also able to settle this outside of court. The reason why you were not entitled to a refund is because you wished to cancel your holiday in April 2021 when you were travelling in November 2021. We and all of our suppliers could only assume that Covid restrictions would not be in force at that time which ended up being the case. As per clause 15 in our Terms and Conditions, cancelling under normal circumstances on your own accord results in a total loss of your monies paid. Although this happened in April 2021 when it wasn't normal circumstances, your holiday was several months away.
Despite this however, our director kindly settled an agreement with you to refund most of the amount which you had paid already. This took until November as we had to wait for our suppliers to refund us before we could refund you. We trust that this matter has now been resolved and we look forward to any future booking that you make with us.
Kind regards,
Customer Services
Fantastic Andi
Fantastic service from Andi who has looked after my Bookings without hesitation and is a great Ambassador for the company.
I would recommend Andi without hesitation.
11 août 2021
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
zeynep was very helpful
zeynep was very helpful
Highly recommended
Invested the time to build a package suitable for my criteria.
27 juillet 2021
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
we still have not managed to get away…
we still have not managed to get away due to covid, but zeynep, has been great and very helpful i have full faith we will get away, great services
19 juillet 2021
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Customer,
Thank you for leaving a lovely review. We are very glad to hear that your experience booking with us was satisfactory and we look forward to any future booking that you make with us, ensuring that we will provide the same high-standard level of service as before. Thank you for booking with Luxury Holidays!
Kind regards,
Customer Services
Do not book a holiday with this…
Do not book a holiday with this company!!!
My family and I had our Dubai holiday cancelled due to COVID travel restrictions. Although a manager initially agreed to a full refund, a time frame was never stipulated.
I was/am more than aware of how difficult it has been for the travel industry on the whole during the last 18 months, but having zero communication from this company, my emails and voicemails continually ignored by all managers left me very concerned. This has resulted in hiring a solicitor to recoup the large refund whilst paying out additional legal costs.
What should of been a celebratory ‘once in a lifetime’ holiday has been nothing other than a disaster causing upset and anxiety, which could of been easily avoided had the company offered some form of communication or reassurance throughout the experience.
The call handlers were always helpful when I attempted to speak with someone, but unfortunately always on the receiving end of my complaints of frustration.
The managers of this company are a nothing but a bunch of charlatans!
28 juin 2021
Avis spontané
Challenging time with COVID
Our holiday was cancelled last April due to COVID. I was told I could have a refund but it could take up to 12 months. No problem I thought, the industry was struggling and I was promised regular updates. Never received an update unless I emailed and each time was told they didn’t know when they would get the money to refund me. As we got close to the 12 months they stopped replying to emails and messages left with reservations and promises of call backs never came. Even emailed the managers@ address as per the complaints process on their website but still no response so I had no choice but to go through my credit card company. I have now got the majority of my money back through my credit card company.
UPDATE 15 JUNE - I was contacted by Imran who was very apologetic and has refunded the remaining £500. Seemed a genuine guy. Fully appreciate it’s been tough for you guys as airlines and hotels aren’t refunding you as quickly as direct customers and you’re working on skeleton staff but I think the frustration for many customers is not the delay in getting a refund (as that’s largely outside your control) but the lack of updates/communication. I also think the person replying to Trustpilot reviews needs to check his facts before responding to avoid annoying customers further! Anyway I am very grateful for your help to resolve this Imran and I wish you all the best for the future. Thank you
9 juin 2021
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Mr Morgan,
Thank you for leaving a review and sorry to hear that you were not satisfied with our usual high-standard level of service. Having checked correspondence, we noticed that back in May 2020 one of our managers informed you that the refund can take 12 months which you agreed to. The reason for this timescale was due to the Pandemic situation, airlines and hotels were taking longer to refund. Having further investigated into correspondence, we found that you did not email managers@luxuryholidays.co.uk or call us. The reason we have not refunded you directly is because you did a chargeback through your bank. Had you contacted us, we would’ve refunded you directly after 12 months as agreed in May 2020.
It is unreasonable for you to suggest that we pocket money from our suppliers. We always refund any amount owed to customers as soon as it is received from the suppliers. It is not our intention to provide a bad service to our clients and due to the current situation, we are experiencing exceptionally high levels of calls and emails. We are sorry in this case to hear that you felt our customer service was not adequate, but we always strive to provide the best possible customer service. We have hundreds of repeat clients who prefer to speak directly to a travel consultant through us, rather than use an online booking engine as they get a more personalised experience through a travel agent like us. We hope that this matter has now been resolved in a satisfactory manner.
Kind regards,
Luxury Holidays Customer Services
Not brilliant service
We booked a holiday to Sri Lanka last Easter which was cancelled due to Covid-19. Out of decency we decided to help the company out and re-book for this year (obviously at an additional cost) and help them out by letting them keep our money. This was again cancelled this Easter due to Covid-19 and we asked for a refund and they refused saying it could take up to 12 months to get our £7,296.00 back.
Absolute charlatans, as we tried to do the nice thing, and they have just ripped us and others off.
Also, for the record, our contract was with them direct and not with the airline - poor excuse!!
3 juin 2021
Avis spontané
Réponse de Luxury Holidays To Ltd
Dear Paul,
Thank you for leaving a review and sorry to hear that you weren’t satisfied with our service. Having concluded our investigations, we found that your consultant Charles did email you in January stating that a refund can take 6-8 months to receive, due to the fact that as a result of lockdown the hotel was not operational and also due to the fact that airlines at the moment are taking their time to refund due to the current situation. We are not refusing you a refund and this was all explained to you in the email sent by Charles. Unfortunately we can not guarantee a time frame as with the current pandemic the situation is unpredictable so you were advised the maximum time it can take.
With regards to your email about fake reviews, all of our reviews are verified by Trustpilot so it is baseless for you to say that they are fake. We take pride in the level of service we provide and whilst we do understand that your experience might be different from others, we are confident that this is an isolated incident and does not reflect the experience thousands of clients have had with us over the years. We still have people travelling in these times and we have loyal clients who are happy to leave reviews. In addition, we still have clients booking holidays for future dates who are also leaving reviews.
We hope that this matter has been resolved with a satisfactory conclusion. We will be in contact with you once the refund from our suppliers comes through.
Kind regards
Luxury Holidays Customer Services
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