Review Time
A holiday to Sri Lanka booked in January 2020 for a July 2020 trip - for obvious reasons this did not transpire.In spite of numerous telephone calls and email correspondence Luxury Holidays To who also trade as Value Added Travel consistently evaded and obfuscated about refunding the full monies paid regardless of their legal obligations - this extended to statements that they could not recover flight monies and only offer a voucher despite Qatar Airways confirming that refunds were readily available and claiming the hotel booked would not return monies paid - on contacting the hotel direct there was no record of any booking and no transaction had taken place between Luxury Holidays To and them.After many months of battling I sought remedy through credit card charge backs on the two cards used to pay the holiday on - a lengthy but successful process which concluded this week - 14 months after the initial booking was made.Having previously booked through Luxury Holidays To for several holidays including the arrangement of our wedding the treatment received was disgraceful - whilst previously I was happy to recommend this company I would advise anyone considering using them to make their choice very carefully! I will not be using them again.
Absolutely dreadful company, booked with them on a recommendation pre covid, my flight to Dubai was cancelled by Emirates so being a package holiday I was entitled to a refund within 14 days. Value added travel have informed me that it may take up to a year which is totally unacceptable, threatened to take them to small claims court, they promised to keep in touch after this and that my refund was in progress, guess what, they’ve gone silent again. Have done a credit card chargeback now, if this doesn’t work I’ll be going to court. Whatever you do, don’t book with this company!Edit in response to the reply from luxury holidays. I have only had a refund because I’ve made a claim on my credit card. I’ve still not had any correspondence from the company at all except the reply below so please do not waste your money with this company. I’ve had no updates, no apologies, nothing, purely a massive waste of time filling out claim forms because the company can’t be bothered to refund your money.
Our holiday to the Maldives was cancelled In August, although luxuryholidays would only say we couldn't go because the island, as shut. Still trying to get out money back, we are just told accounts looking into it and it all goes quite again.
Scammers. Refusing to refund 7 months on and fighting my credit card chargeback. Don't book with them, they are not trustworthy. If only one could give zero stars.They also call themselves Value Added Travel.They have now responded to this review. THE ONLY REASON I HAD A REFUND IS THAT I TOOK LEGAL ACTION AND IT TOOK ALMOST A YEAR TO RESOLVE! THEY CHEATED ME AND IGNORED THE LAW.
If I could give 1 star I would! Used before and had no problems but booked another trip and much like the others have had problems from start to finish. My holiday was cancelled and I actually wanted to rebook something else but was refused and was told that they need to get the money back from Emirates before I can. I appreciate that the holiday companies are struggling which is why I tried to rebook but even that wasn't an option. I am now battling to get my money back but have been advised this will take a year! I have written a formal letter and multiple calls and emails to managers all of which have been ignored. Avoid this company at all costs! Following on from your response to my review I have not received a full refund so you may want to check your facts before replying. I have received a partial refund and am still waiting on in excess of £600 which I have been advised that I more than likely won’t get now and I am supposed to accept that this is ok?! So no I am not satisfied with the level of customer service or your incorrect response!
Not worth the hassle to save a couple of quid. Blatantly lied about how they were offering exclusive packages, I found the exclusive Hilton deal elsewhere including direct from Hilton. When Covid stuck they refused to refund something that was not only their legal obligation but policy if booked directly with Hilton. Now they are asking for extra money to rebooked the cancelled holiday. Regrettably looks like I’ll have to go to court to resolve the issue.
Having to take to small claims court to get our legal refund, they cancelled our holiday, offered credit note, we refused and wanted our legal refund, then they ignored us so going to court, not what we wanted to do but no alternative, we have used value added travel and luxury holidays several times, but this episode has shown then in a different light and doubt we will use again, even after a call from the owner who said he could not give us a refund as he hadn’t had the money back, if they are this low on funds why would I want to risk our money with them, they have just rejected our claim and want another 14 days to respond, must be waiting for some money ? To pay us.... once again we paid in full for a holiday in April and in July they still don’t refund its customersUpdate and response to #luxuaryholidaysThank you for your response saying that our refund has been completed, YES it has through the small claims court, you dragged your feet, didn’t attend mediation, we had to take you to court, your MD said your defence was your “terms and conditions “ which the judge found was unlawful It’s a shame it ended that way, if you had paid your legal refund back within a normal time you would still have a customer.
This company is a danger to anyone trusting them! They totally ignored our troubles when in Jordan and the country went into lockdown, effectively leaving us stranded without even a call to check how we were getting home. This was over 3 months ago and they have totally ignored my correspondence trying to get a refund. Holiday was abandoned 2 HOURS after landing in Jordan but took 48 hours trying to get out of the country. Staff clueless and ignorant. Now, three months later, they advise us that NO REFUND. Even though the package holiday was a desaster. 8 day holiday, consisted of 10 hours flying time, 16 hours on a bus and 2 nights in 2 different hotels which we never booked and told to stay in. Return on rescue flight which we had to arrange ourselves 48 hours after arrival
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