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Luxurygold Avis 4

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TrustScore 3 sur 5

3,1

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3,1

Moyen

TrustScore 3 sur 5

4 avis

5 étoiles
4 étoiles
3 étoiles
2 étoiles
1 étoile

A répondu à 100 % de ses avis négatifs

Répond généralement dans un délai d'une semaine

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Noté 3 sur 5 étoiles

The booking process was not good

The booking process was not good. I lost confidence and booked with another tour operator. As a company that positions itself as a “luxury tour provider” the experience was poor. The booking agents are based in Africa and there was definitely a communication problem with being able to understand each others accents. The agent told me the group size to Vietnam was about 26 people. I asked about having to pay a supplement for my own room as a solo traveler and was told it was already included.

However, when I called to confirm and pay I was told that the price was over £1000 more for my own room and that the group size was up to 45 people as it was very popular. I was then told I had to pay the amount in full and that it would be a few days before they could confirm whether my booking was accepted…

Needless to say I declined. I then found a superior tour operator with far better reviews on Trustpilot and booked with G-Adventures Deluxe which caters for solo travellers who are happy to pay extra for upmarket hotels and an elevated tour experience.

26 janvier 2026
Avis spontané
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Réponse : Luxurygold

Thank you for taking the time to share your feedback with us. Although we are sorry to learn that you ultimately chose not to travel with us, we appreciate you bringing your experience to our attention.

We regret to hear that the booking process did not meet your expectations and that this led to a loss of confidence. Clear and consistent communication is extremely important to us, particularly when discussing key details such as group size and the cost of a single room supplement. We are sorry for any confusion caused regarding the pricing and the information provided during your enquiry, and we understand how frustrating this must have been when you were trying to finalise your travel plans.

Our reservations teams support guests from a number of regions, and while we always strive to ensure conversations are clear and helpful, we are sorry to hear that communication proved challenging in this instance. Your comments regarding the information shared about group size, payment requirements, and confirmation timelines have been carefully noted and will be shared with the relevant teams so that we can review the experience and continue improving our booking process.

While we are disappointed that we did not have the opportunity to welcome you on this occasion, we are grateful for your honest feedback and hope that you have a wonderful trip to Vietnam. Should you consider travelling with us in the future, we would be pleased to assist and provide a smoother booking experience.

Noté 1 sur 5 étoiles

Luxury Gold- for us- has been a horrible experience.

Luxury Gold has been a horrible experience for us. We booked Majestic Switzerland for this late August, between our two granddaughters weddings. We could not get a confirmation that the trip would actually take place. The final payment is due the end of May, 2025 for $17,000 with NO clarification that the trip would even take place. We have gotten no satisfaction or response from them except to pay more money. We have tried numerous ways to get answers and we are stymied. RUN FROM THIS COMPANY AND IT'S PARENT COMPANY INSIGHT VACATIONS.

Thank you for responding. I have tried to get information on when the trip would be confirmed and our money refunded if there were not enough people. This is the first I have heard of the 60 day policy. But you want the $17,000 balance 90 days before! How is that ethical on your part or logical on our part ?

3 mai 2025
Avis spontané
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Réponse : Luxurygold

Thank you for reaching out and for considering Luxury Gold for your upcoming travels. We are genuinely sorry to hear of your recent experience and the frustration it has caused. Please be assured that we take your concerns seriously and appreciate you bringing them to our attention.

We fully understand how important it is to have clarity and confidence in your travel plans—especially when organising them around such significant family events. We sincerely regret that you have felt uncertain about the status of your Majestic Switzerland tour.

As outlined in our booking terms and conditions, tours that are not designated as ‘definite departures’ are subject to confirmation. Should a tour not reach the required minimum number of guests, we inform all impacted travellers no later than 60 days prior to the scheduled departure date. In the unlikely event that the tour is withdrawn, we offer guests the option of a full refund of all monies paid, or the opportunity to move to an alternative tour or departure date that suits their travel needs.

If, however, a guest wishes to cancel their booking prior to this point, our standard cancellation policy would apply, in line with our terms and conditions agreed upon at the time of booking.

We understand this may be disappointing, and we apologise if you have not received the level of communication or reassurance you were seeking. This is certainly not the experience we strive to provide, and your feedback will be shared with the appropriate teams for review.

Thank you once again for taking the time to share your thoughts.

Noté 1 sur 5 étoiles

Disappointing tour of Japan!

We are on a tour of Japan right now but totally disappointed. Poor low quality hotels so far, poor food and our tour operator has not been briefed at all!! No introductions to the group , no idea of our expectations, no little nice to have extras, no in-depth knowledge or Q&A. We have 7 days left and no response from Luxury Gold. Paid £15000 for 2 people!!! What has the money been spent on?

26 mars 2024
Avis spontané
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Réponse : Luxurygold

Thank you for sharing your honest experience with us. We would like to inform you that our Guest Relations department has received your feedback. One of our team members will contact you directly to address any concerns you may have. Thank you for bringing this to our attention.

Noté 5 sur 5 étoiles

Took the 2 week tour of Italy

Took the 2 week tour of Italy. Extremely expensive, but everything was absolutely first class. The hotels were stunning, typically $500/night rooms. The tour guides were the very best in the business. The tour bus drivers were solid. The food was amazing. Every whim was addressed. My only complaint was that the pre-travel customer service was awful, phone hold times of 2 hours, then to be connected to somebody who knew nothing. Employee turnover was high.

24 septembre 2022
Avis spontané
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Réponse : Luxurygold

We appreciate your candid feedback and apologise that your pre-trip experience did not meet your expectations. We understand that our Reservations Teams have been dealing with a high volume of calls recently and are doing their best to allocate resources to ensure that all guests receive prompt and excellent service in the future.

Should you experience a delay on our phone lines in the future, we can suggest using our live chat, which can be accessed from the bottom right-hand corner of our website. Alternatively, complete the form on the Contact Us page, and one of our friendly team members will be able to help you as soon as possible.

With that in mind, it is lovely to read that our Travel Concierge were professional and that you experienced their exceptional service first-hand, which is crucial in creating a memorable holiday and enhancing your overall experience.

Thank you for choosing Luxury Gold as your travel partner, and we hope to hear from you soon about your future travel.

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