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
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