Luxury Retreats
Absolutely terrible customer service
Absolutely terrible customer service. I would not recommend to anyone. How this company holds the "Luxury" branch of airbnb amazes me. Has stolen thousands of dollars of mine and others. Airbnb is also cowardice in not holding one of its subsidiaries to the same standard and not upholding their own policies. My wife and I booked our honeymoon in Turks and Caicos for April 2020 prior to COVID ever being a thing. In the months leading up to our travel date COVID began locking things down and restricting travel. We were in communication with the company throughout. Once travel was restricted out of the US and into Turks and Caicos the company left us high and dry. Any talks of cancelling they didn't understand why we couldn't travel to the country. Multiple email chains and hours of phone calls lead to a year long credit for the property. Fast forward months. Travel was still locked down and the story repeated. Ultimately an indefinite credit was given after hours of argument to allow for more attempts at a refund. Albeit, this whole time their parent company Airbnb had a full refund policy for COVID which did not cover luxury retreats. Four years later I am still fighting for a full refund for roughly $4500. I have been stationed overseas since 2020 and do not see a timeline to travel just for this trip. This company should be ashamed at at the cowardice they have shown. I would never risk the amount of money these homes cost again. Avoid at all cost.
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Do not book with this group
Do not book with this group. I booked a trip to Tuscany in 2019 for 2020 and they canceled it due to Covid. Despite in the midst of Italy Covid crisis Luxury airBnb processed the payment anyway and now they refuse to provide a refund. Although they agreed to rebook this year in Sept in lieu of a refund. when I asked for a refund in April they led me on saying it was too early to tell how Covid was going to be even though restrictions were still in place. They refused to refund or postpone and just took my money with no regrets at all. The worst part of it was when I asked airBnb for a resolution and refund it went instead to a third party called Bravo Villas who I did not contract and had no clue who they were. It is a sad day with Airbnb buys out companies and stand behind the airbnb name without any integrity. In fact if you book on VRBO or any other airbnb or who can connect directly with the owner of the villa. No not with Luxury airbnb you have NO contact with the owner and therefore have to rely on Luxury retreats to advocate on your behalf which they are incompetent to do. Very sad when every hotel and VRBO are very much flexible in their bookings. Be aware that Luxury Airbnb and Luxury Retreats DO NOT BOOK. Next time will book through a luxury hotel.
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Please save yourself time and misery and book direct!!
They do not respond. Voicemails are full. No way of refund for services that they have promised and have yet to deliver. Do yourself a favor and book direct. Their whole crew of Duo, Fredrick, Elizabeth and everyone else do NOT care about you and your trip!! They are ungoverned by airbnb and just used the name a a way for justification.
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13 reviews
