Luxury Holidays To Ltd Avis 

28 weeks after our related travel arrangements were cancelled due to the Middle East conflict, I still haven't received a full refund....thousands owed back.
Hours of chasing, emails, letters...this week I have rung 4 times and customer service are always engaged and despite leaving a message each time, no returned call.
Promised a full refund initially within 12-14 weeks....pointless. awful service.

Just instructing the lawyers to take this forward. Avoid this holiday company...

I. From my general enquiry to receiving a quote, through to placing an order, receiving our flight tickets, Charles did a very thorough professional job throughout the above proceed. We had a great dialogue via emails and telephone calls to ensure our requirements were fully achieved. To Charles thank you for your understanding and assistance in me making the right choice.
2. We used Srilankan Airways and we found both the outbound and inbound flights brillant, the leg room was very good, the cabin crews were both very friendly and could not do another for you during each flight.
3. Our driver and tour guide Raja was excellence, his driving skills were second to none, Raja was always punctual and very passionate and knowledgeable about his country Sri Lanka and nothing was to much trouble to ensure we both had a brilliant experience for each of the 19 day stay. He was very professional throughout and a credit to your company. 4. Accomodation in the order we stayed, all our rooms were clean and tidy, all the linen was fresh and all towels were changed each day of our stay. Also all beds were huge and very comfortable, the exception was in the tent on our second night was very hard for both of us and neither of us got any sleep. Also we had buffet food on an half board basis throughout our stay which overall was of a high quality, and very varied selections in each hotel. My overall scoring out of 10 for each hotel was as follows :
1. Cinnamon Lake Side in Colombo - 1 night- 8.9 Excellent . 2 . Big Game Camp in Wilpattu - 1 night -7.0. Good experience in a tent. 3. Covanro Sigirya - 2 nights - 8.0 Excellent. 4. Trinco Blu by Cinnamon in Trincomalee - 4 nights - 8.5 Excellent. 5. Golden Crown in Kandy - 2 nights - 10 outstanding. 6. The Golden Ridge Hotel in Nuwara Eliyan - 1 night - 8 - Excellent. 7. Grand Udawalawe Safari Resort in Udawalawe - 2 nights - 7 - Average - We found the hotel was very dark everywhere, and the dinners were served on a menu basis which we found poor and not enough choices. No wonder the resort had poor attendance during our stay. 8. Le Grand Hotel in Galle - 1 night - 10 -Outstanding. 9. Occidental Eden Resort in Bentota / Beruwela - 3 nights - 8 - Excellent. All highlights throughout our holiday were amazing which included the 3 No Safari's. Thank you again to all the people we met from Sri Lanka you all made our 19 day stay the best way to celebrate our Golden Wedding Anniversary 🙏🙏 Paul & Ann Todd.

Delayed 5 hours on runway due to tekky issues at Heathrow, emailed company regarding transfer & missed connection at Doha, both IGNORED FOR THE FULL DURATION IF THE JOURNEY. arrived Doha , Qatar had sent me email saying now I had to fly via Bangkok stat in Bangkok then go on to Bali next afternoon. Again IGNORED..once arrived in Bali Luxury holidays failed to contact pre booked car company for change of days , times , so.i had to take ownership. Again IGNORED. had to find own transport at 1am.(Approx 45 quid ) To get us safely to our destination.. even when arrived etc & updated still basically IGNORED... After all they'd had my 10k so why should they bother... So So disappointing from them... Next year with a different company... NEED TO SHAKE YOURSELVES GUYS TO LOOK AFTER LONG DISTANCE PASSENGERS.

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 was so easy and we were informed about updates for the holiday frequently. Any questions were answered very quickly! Would 100% books through them again!

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 understatement
Was constantly having to copy in management to get any sort of a response
DO NOT USE
I certainly won’t be again and will tell people not to

1 star – £1,500 retained after we cancelled a family holiday during a conflict.

I am extremely disappointed with my experience with Luxury Holidays.

We paid £1,500 deposit towards a family holiday to the UAE. Following the outbreak of war in the region, official travel advice changed and we were no longer comfortable travelling with our young family to an area affected by the conflict.

Our concern was not simply that we had changed our minds about the holiday. We were being asked to pay the full amount and continue towards a holiday in circumstances where there was an active conflict and official advice warning against travel. As parents of young children, we did not feel comfortable taking that risk.

Despite this, we were told that we would still need to pay the full balance of the holiday and effectively wait until around seven days before departure to find out whether we would be entitled to a refund.

That was not a position we were comfortable with. We were being asked to potentially pay the full cost of a family holiday that we no longer felt was safe to take, with no certainty that we would get our money back.

We tried to work with Luxury Holidays to find an alternative. While they provided various quotations (very slowly), the options were very limited and did not realistically meet the requirements we had clearly set out. The response times were also extremely disappointing and, in our experience, a long way from what we would expect from a company calling itself "Luxury Holidays".

We therefore asked for our £1,500 back due to the unusual circumstances.

Luxury Holidays have refused to refund the money and instead offered us a £1,500 credit note towards a future holiday. We have not agreed to accept this as a resolution.

What is particularly frustrating is that their response continues to focus on the fact that alternative quotes were provided. Providing alternative quotations does not address the circumstances that led to our decision or make those alternatives suitable for our family. The quotes are designed to put us off trying to use the credit note.

We have now been through their complaints process and their final position is that they intend to retain our £1,500 with no compensation for hours of chasing for answers and quotes that did not fit the criteria we set.

We have asked them to explain the contractual and legal basis on which they believe they are entitled to retain our money. They have maintained their position.

We are now considering taking the matter further through the appropriate legal and consumer channels to recover the money.

For a company selling expensive family holidays, I expected considerably more understanding and customer care when a family is faced with the decision of whether to travel during an active conflict. Instead, we have been left £1,500 out of pocket with a credit note we do not want, very limited alternative options out of our budget and lengthy response times.

I would strongly recommend that anyone considering booking with Luxury Holidays carefully checks the cancellation and refund position before paying a deposit, particularly if circumstances change after booking. The correspondence is anything but luxury in standard.

Our experience has been extremely disappointing and, at the time of writing, remains unresolved. We feel stolen from.

I have been using this company courtesy of Louis and Daniel for approximately 10 years to holiday in Abu Dhabi and Dubai. I cannot fault the service I have received from the team. From the excellent organisation, the hotel prices easily undercut other major tour operators, and efficient itineraries I would not choose anyone else to now book with for these destinations. Ive just returned from Abu Dhabi and already booked to return next year. Totally recommend the company.

Great holiday from start to finish, private transfer waiting for us at the airport.
Gorgeous hotel, fabulous service no problems 🤩

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 Emirates Palace.
From the airline to, to arrival pick up was brilliant.
Hotel was fabulous.
Will use again and would highly recommend booking with LH

Usually I'm organizing my travels by myself, but it turns-out using an experienced travel agent can save you a lot of time and money.
Thank you for the unforgettable trip to Dubai!

My experience with Luxury Holidays To Ltd has been dreadful and I am still outstanding a refund in excess of 18 weeks since the holiday was cancelled. Having booked with this company for a number of years and a considerable spend I booked and paid for a holiday in January 2026 to celebrate my Fathers 80th birthday for which we were due to depart in May 26. I contacted the company on several occasions prior to our departure date to discuss the situation due to the conflict in the Middle East and was repeatedly told to wait until closer to the departure date. On 8/5/26 we received confirmation that the holiday would be cancelled and a full refund would be processed and given a timescale of 12-14 weeks. An initial refund for the flights was received on 1/8/26 and we were advised that the balance would be received by 1st September. This has not been actioned and despite numerous attempts contact has been unsuccessful with no response to emails & calls not been returned. The direct line numbers provided are not being answered and the operatives on main line number advise that no one is available but give assurance that they understand the issue and will escalate the problem. This matter is extremely frustrating & disappointing given the amount of money involved and the length of time we have now been waiting. From reading other reviews I note that this is not an isolated case. Having booked through this company for a number of years I am very disappointed that legal action appears to be the only option as I see no alternative given the lack of response and non-compliance with agreed refund dates.

Sound great don't they and booked with them a few times but as soon as something goes wrong they don't want to know. No help and won't get your money back without going legal AVOID

If it were possible to give 0 stars, I would.

We booked a family holiday to Dubai with Luxury Holidays. Initially, the company was helpful and responsive during the booking process, but unfortunately that was where the positive experience ended.

Due to the conflict in the Middle East, it became increasingly clear that our holiday may not be able to go ahead. I contacted the company on several occasions before our departure date to discuss the situation and explore possible solutions. However, I was repeatedly told to wait until closer to the departure date.

The holiday was eventually cancelled just 6 days before we were due to travel, leaving us with very little time to arrange an alternative family holiday. Availability was also extremely limited due to the UK school holidays.

Following the cancellation, I was informed that it could take 12–14 weeks for our refund to be processed. My understanding of the applicable consumer protections is that package holiday refunds may be due within a significantly shorter timeframe, but despite raising this with the company, I was still told to wait.

It has now been over 14 weeks since the cancellation, and I am still waiting for my refund. I have contacted the company twice in recent weeks requesting an update, but my emails have not received a response.

This has been an extremely frustrating and disappointing experience, particularly given the significant amount of money involved and the length of time we have now been without it.

Based on my personal experience, I would not choose to book with this company again and would encourage others to carefully consider their options before doing so.

My experience with Luxury Holiday To Ltd, was dreadful from start to finish. Months of stress, silence and chasing for money that should have been returned without a fight.
Our trip to Dubai was due to take place in early April 2026, but it was cancelled verbally by Luxury Holiday To Ltd at the end of March 2026 because of the unrest in the Middle East and government travel advice. Even then, they were very reluctant to confirm in writing that they were cancelling the holiday. Instead, they wanted us to wait until just a few days before departure before they would confirm anything, which would have left us with no realistic chance of making alternative holiday plans.
When the cancellation was eventually confirmed, we were offered three options: future travel credit, an amendment, or a full refund that they said would take 14 weeks to process. We chose the full refund. That is when communication virtually disappeared.
Key points from my experience:
• No ABTA cover: they are not ABTA registered, so there was no ABTA complaints process, code of conduct or dispute support available to us.
• Statutory refund rights ignored: where a package holiday is cancelled by the organiser, customers should receive a full refund within 14 days. In our case, that basic right was not honoured.
• Refund delays: we were told the refund would take 14 weeks, but it took 22 weeks (Aug 2026) and only came after we started a Section 75 chargeback through our credit card provider.
• Refused to give clear written confirmation: they would not clearly confirm that they were delaying or refusing the refund, which made it much harder to pursue travel insurance, chargeback or any other route. In my view, they seem well versed in delaying tactics and fully aware that customers have limited options unless they are prepared to push hard, chase constantly, or take formal action.
• Poor communication: after we chose a refund, replies became limited, then almost non-existent.
• Airline refund held back: we confirmed with the airline that they had refunded the flights end of April, but the money was still not passed back to us promptly.
• Excuses without evidence: supplier-delay explanations were given, but no convincing proof was provided.
• Unprofessional handling: the manager I dealt with was dismissive, unhelpful and showed no real concern for the stress caused.
I am also aware of another family who are considering court action to recover their refund, which shows this may not be an isolated experience.
In my opinion, this conduct deserves attention from Trading Standards or Action Fraud. I would not recommend Luxury Holiday To Ltd or Value Added Travel to anyone.
Do not be fooled by five-star reviews unless you can verify them. If you still book, ask yourself whether you really want to gamble with your hard-earned cash and whether you have the time and energy to go through the trauma other customers have described on review sites. If you still want to go ahead, PLEASE use a credit card and know your rights, because based on my experience, you may need them. Avoid unless you are prepared for silence, stress and a fight to get your own money back.

Really didn’t want to name the person who has ensured the smooth and enjoyable experience of over £100K of holidays over the last couple of years but it is Sufyaan.

Sufyaan has worked tirelessly to ensure we get bang for our buck beating literally every other holiday agents across the board.

Nearly lost approximately £20K at christmas due to a unforeseen health related issue which was also saved due to Sufyaans diligence and expertise.

I am shocked to see all these 1 star reviews in all honesty.

Communication is always clear and concise in regards to updates from airlines, hotels etc so you’re never left with questions.

Our holiday was cancelled due to the war, something completely outside our control. What followed with Luxury Holidays / Value Added Travel was an extremely stressful experience trying to recover our money.
By 1 July 2026, our booking had already been cancelled for approximately 15 weeks, and I was still chasing the refund. The total amount involved was £38,291.
Over the following months I had to send numerous emails, make repeated phone calls and contact accounts, management and other members of staff. I repeatedly had to chase promised payments and eventually reached the point where I was prepared to commence court proceedings to recover the outstanding money.
On 1 July I was offered a £16,116 partial refund, with a credit note proposed for the remaining £22,175. I did not want a credit note for £22,175 and continued requesting the money to be refunded.
I eventually agreed to wait until 19 August 2026 for the remaining refund. When the money had not arrived as expected, I had to chase again by telephone and email and made clear that court papers would be submitted if the matter was not resolved.
I did finally receive the outstanding refund that day.
I am relieved and grateful that the full amount was ultimately returned, but it should not have taken around five months, numerous emails, repeated telephone calls and the prospect of court action to obtain a refund following the cancellation.
The amount of time and stress involved in recovering such a substantial sum of money was unacceptable in my experience.
My advice to anyone booking with this company would be to keep every email, make a note of every telephone conversation and retain written confirmation of every refund date or promise made.
The refund was eventually paid in full, but unfortunately the lengthy process and the amount of chasing required have significantly affected my confidence in using this company again.

We’ve been using Value Added Travel (part of the Luxury Holidays company) for over ten years, and they remain our go-to for every trip. Our advisor Hassan is fantastic — always attentive, knowledgeable, and genuinely invested in getting things right. When our UAE trip was disrupted by the government travel advisory, Hassan handled it brilliantly, working through the complications and arranging a credit note for us despite the situation being outside anyone’s control. That kind of support during a stressful, uncertain time is exactly why we keep coming back. Highly recommend both the agency and Hassan in particular — a real asset to the team.

Charles supported our European trip to both Italy and Switzerland brilliantly and seamlessly. Super professional and approachable. Highly recommended.

We usually book with others. This time we have tried Luxury Holidays as we got some recommendations from our friends. Great service from the start to finish. Thanks to my agent Ravi. He was excellent and always available to clarify all my questions. Looking forward to book many trips with Luxury Holidays...

We have had many previous holidays booked by Value Added Travel / Luxury Holidays & never been disappointed.
Our recent Holiday to Zanzibar with a 2-night Safari included was absolutely fantastic! All arrangements & transfers were perfect. Many thanks again:)