1,944 reviews
Vietnam & Cambodia Tour with Internal Flights, Ha Long Bay Cruise & Angkor Wat Visit Operated By: LE Trusted Partner Tours We had a terrible time overall. The ground operator [Name Removed] is lovely but I feel we have been very misled with this trip. She worked hard to get us upgraded in hotels as the ones that were booked should not be booked… Read more
for westerner travellers imo. Booking with Luxury escapes was the first misleading thing. This is not luxury tour. We have already spent over $1200 locally upgrading all our hotels and the cruise. The 3 star trashholes that were booked for us should not be sold to Australian travellers.
We booked our own flights from Phnom Penh to Siem Reap as we don’t want to waste another 6 hours on a bus with a company that rips its passengers off. We lost AU$250 at the Vietnam border which we believe the bus tour guide scammed us to get us through the border. She also did some dodgy trash with our passports at the duty free shop at the border, which when questioned about it left us feeling very unsafe. This whole “tour” as you called it had been emotionally draining and expensive. I am so angry and tired with all the trash we have had to deal with. You should not be booking tours in Vietnam with these hotels and ground operators. [Name Removed], the ground operator was lovely and helped fix most of the issues.
Prior to travelling it was hard get hold of an itinerary and their agents refused to provide one so that we could secure pre and post hotels. They said they would only send one up to 4 weeks prior. This is a st^pid policy. The whole experience with Scoopon travel was terrible to be honest. You never said anywhere in your advertising that the hotels would be nasty 3 star accommodation. We only found this out shortly before arriving when we advised local operator [Name Removed] to rebook them to at least 4 star. Even in the itinerary you sent to us does not mention these are three star hotels. The fact you advertised as a luxury escape implied that they would be 4*+
Misleading “All-Inclusive” Package – DO NOT PURCHASE IT I would not book this package again, and based on our experience, I believe the way this unlimited food and beverage package is intentionally marketed to be misleading. We booked the Grand Hyatt Bali through Scoopon/Luxury Escapes because it was promoted as “All-Inclusive Luxury” with… Read more
“Unlimited Free-Flow Drinks”, including beer, wine, cocktails and spirits, plus breakfast, lunch, dinner and snacks.
What we actually experienced was a heavily restricted package that felt nothing like the luxury all-inclusive holiday being advertised.
The included food and beverages are extremely limited and repetitive. We were basically faced with the same basic choices such as pizza, burgers and similar food, while many of the meals , beverages and restaurants at the resort required you to pay extra for them as they are simply not included in their luxury package.
The food became so disappointing that we ended up ordering room service at our own expense and leaving the Grand Hyatt to eat at other local restaurants, despite having already paid for an “all-inclusive” package.
The drinks package was even more disappointing. The marketing talks about unlimited spirits, but the actual selection was very, very limited. We could not even get simple spirits like bourbon, Midori, or tequila included. Normal drinks we would expect at an international five-star resort. If you want a normal basic spirit, you have to pay full price for it (about $16 for a simple bourbon).
Even worse was the way we felt treated as package guests.
We were required to wear red wristbands identifying us as all-inclusive guests. Once staff saw the wristbands, we felt constantly watched and restricted, particularly when ordering drinks.
On two occasions, I tried to order a beer and take it back to my seat at the pool and once to our room and was told I had to remain seated at the bar to drink it, and we were not permitted to drink back at our room with the drinks from the drinks package.
On one occasion I had two ten-year-old children with me and stopped at the bar to get a beer on a hot day, I was told that i had to sit at the bar and have my beer rather than walk the kids back to the room i was told to let them sit in a sports bar while adults around them were drinking, smoking, swearing and carrying on - all i wanted was a cold beer on a hot day.
We eventually removed the red wristbands, and instantly we were treated differently. I could buy a beer without the fun police watching every sip I took, and sure enough they would let you walk away with the beer. Without the wristbands, we felt like normal hotel guests again rather than people being monitored because we had paid for a drinks package.
That says a lot.
What was even more concerning was what we were told by hotel staff when we complained. We were told that this was one of the major complaints they receive from guests and that complaints about the all-inclusive package happen every day.
If hotel staff are regularly dealing with guests who arrive expecting one thing and then complain about what is actually included, that should be a massive red flag for Scoopon and Luxury Escapes about how this package is being marketed.
We complained during the stay and asked for a solution. Instead of fixing the problem, we were passed back and forth each day between the hotel and Scoopon/Luxury Escapes.
Scoopon told us the hotel would not refund unused nights if we left early. The hotel then told us they could not release the nights because the booking was made through Luxury Escapes/Scoopon.
So apparently everybody can take your money, but nobody can make a decision when there is a problem.
In my opinion, the headline marketing creates a very different impression from the reality of the package. Yes, there is Fine Print that you recieve after the purchase , its buried further down that talks about selected/local drinks and exclusions, but that is very different from the prominent advertising screaming ALL-INCLUSIVE LUXURY and UNLIMITED FREE-FLOW DRINKS.
Had we properly understood how restricted the food and beverage package was in practice, we would never have purchased it.
We spent thousands of dollars expecting a relaxing luxury all-inclusive holiday and instead found ourselves paying extra for food, ordering room service, eating outside the hotel and arguing about what drinks we were allowed to have and where we were allowed to drink them.
I have now prepared complaints for the relevant Australian consumer authorities because I believe other travellers need to be made aware of how this package actually operates.
My advice: do not rely on the headline advertising. ask for the Fine Print and ask for the actual included food and drinks menus before paying.
For us, this was an extremely disappointing experience and absolutely not what we believed we were buying.
Hi Richard, Thank you for taking the time to share… Read more
I booked a 10 day tour in Vietnam for hubby and myself. I cannot sing this tours praises enough. Tammy our travel agent assigned to us went above and beyond. Touching base regularly in the lead up to and during the teip. She would send txts reminding us of the following days events and pick up times. You have the option to upgrade and add some… Read more · 1
optional activites to your trip. We absolutely loved the upgrades we chose. I cannot sing thjs scoopon tours praises enough. One of our best holidays ever! Thank you!
Reviews with attachments
We stayed at the Equatorial Hotel in Kuala Lumpur. The service and staff at this hotel were outstanding . The breakfast, that was included was so wholesome and choices were too much to avail ourselves of. The location is excellent, 10 minute walk to the iconic Twin Towers, 5 minute walk to the monorail. Show details · 1
Purchased a Scoopon holiday package at Paradise Resort for 3-8 Dec of this year. For myself, hubby and our 4 children. We are from Melbourne so naturally we booked our flights to the Gold Coast. I get an email from Paradise Resort on 24 Sep stating that (the main reason for our stay) their LARGE WATERPARK will be closed during the entire… Read more
duration of our stay. We have FOUR children. Aged 5-12. The waterpark was the selling point for our family.
Because we have to keep our flights unchanged we need alternate accommodation during this period. At a resort with all facilities and amenities AVAILABLE to their guests. Scoopon refuses to provide a refund to our original payment method. Even though - under the Australian Consumer Law, I am entitled to a full refund due to a major failure to provide services as advertised. The water park was the primary reason for choosing this accommodation, and its closure represents a significant change to the value of the package I paid for. I do not accept a credit, as I still have accomodation to pay for in Dec and I do not accept a 50% cash refund (this is what scoopon offered me because im OUTSIDE OF THEIR 'CHANGE OF MIND' window. Like ive changed my mind now??? How disgusting) and to be out of pocket due to the resort failing to have all facilities open and scoopon failing to provide what was advertised on their voucher.
I am so sick of companies taking advantage of customers, knowing they are acting unlawfully. I want my refund to my original payment method due to a fault that was NOT OURS.
I have attached proof of our flights booking as well as the email from Paradise Resort.
Thank you for getting in touch and for sharing these… Read more
Excellent booking service! – First time booking luxury all-inclusive package deal & we couldn't have been happier... Ulu Segara was everything the promo promised & more! The extra customer service support provided through Scoopon's Mohammed A. was excellent in assisting us to change our dates by a few days just a couple of weeks before our booking. I really couldn't recommend Scoopon more highly! Show reply
Latest follow-ups
A few hundred dollars down and not even an apology – I paid for a kayak trip for myself and a friend from wonga park today ... not only did no one turn up for the event we even purchased wetsuits for , I tried numerously (4 hours in total ) to contact scoopon (as there wasnt a number fir the kyak… Read more
company) and all I heard was a replay of a Thailand podcast over and over ... a few hundred dollars down , and not even an apology .
Follow-up · We did not receive any communication, nor any refund... we are out of pocket for the "non experience" and the wetsuits we purchased for it ... a disgusting company .
Thank you for sharing your experience with us. We… Read more (+1 reply)
Positive reviews
have had a great experience with scoopon and most recently with 'Mikayla C'. Nothing was too much trouble. thanks team and we are looking forward to a great trip.
Couldn't have been easier! I got through quickly, & Cole R was friendly, helpful, patient & professional. Will definitely do this again. Thanks Show reply
Imran M was very professional and sorted out my issue straight away and followed up with call and email confirmation. Asset to your company. Show reply
Negative reviews
The Scoopon deal provided a free room upgrade which was done, however, the deal also included daily 2 course lunch or dinner, now everyone says to read the fine print which I did and there was no other details available. So this enables the hotel to provide you with their set menu, this is completely different to their normal menu for example a… Read more
dinner would consist of a bowl of Dahl and some nan bread or a bowl of curry (no rice) as the main course and some ice cream with French toast or something similar for desert. So if you expect a decent meal with the deal you would be disappointed. Overall package was ok but the meal part was bad especially considering how much food in Bali costs elsewhere.
Thank you for taking the time to share your experience.… Read more
Do not buy any gift vouchers. from my personal experience I wish I never went on their sight and I wish I never went ahead with the purchase. Their gift vouchers are complicated for the recipient. Firstly it has the price written on it then for them to use the voucher they have to go on their sight register to activate and it expires. Had I known… Read more
this I would have never gone ahead with the purchase. Tried to call back customer service for refund, they don't refund so you are stuck with this voucher and it is not even presentable as a gift. Customer service unhelpful they do not listen or even willing to help. extremely disappointed would not recommend them or purchase anything from the,m.
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Purchased a high tea voucher-had used same voucher in past-amazing. Last time was exceptionally poor. Gave feedback to Scoopon-heard nothing. Review on FB Scoopon -got a response from Scoopon asking to know more details. Responded -again nothing. Its been over 1 month. Please Scoopon-dont let me think you only respond to negative feedback......
We’re really sorry to hear that your recent experience… Read more (+1 reply)
Recent reviews
Bali Tropical Nusa Dua Escape, The Nest Hotel, Breakfast, lunch or dinner included plus daily cocktail and more, $655.00 for 7 days, too good to be true, not a chance. Upon checking in, drag your own bags up a flight of stairs, sorry your room is not ready it was 2 pm but please dont shut the door hard as it will come of its track and we are… Read more
unable to fix it. Only 1 lift working at present, upon asking another guest whom was checking out after 2 days there had been no lifts for the previous 2 days. Being 76 and 80 years of age we did not fancy walking 6 floors to get drinks or a meal. Breakfast, lunch and dinner were of the same very small menu all, Indonesian. Cocktails were all made on Arak no other sprits were available. Very nasty smell onces you reached the 6 floor we then decided it was not worth the effort and decided to check out. The Manager Kevin advise that a refund would be avilailable less 1 day which we agreed but could not give it to us as Scoopon had not as yet paid him We hade paid for the holiday 6 months previous. Scoopon has decided NO REFUND even though the hotel agreeded to a refund Scoopon advised we could transfer to someone else at a cost. Our driver whom we had know for a number of years after we rang him to pick us back up, quote "that was longer than I though it would take". We asked what the smell was " thats because the sewage works for the whole of Nusa Dua is at their back door". Thats the loverly blue pond area in the photo, great photo shop job. Did anyone at Scoopon check this so called hotel out before they advertised it. As like most people its seems have we lost our money, probably. Would I take another Scoopon, not a chance.
Scoopon support – I had an issue with trying to change the dates of restaurant voucher in Scoopon that had been cancelled directly with the restaurant. "David E" was extremely helpful and resolved my issue very promptly. He was very easy to deal with and very professional.
Urgent - Issue with Father's Day Gift Vouchers (Unresolved for Over a Month) – I received three gift vouchers from my children as a Father’s Day present, but unfortunately, the vouchers are not redeemable. I contacted Scoopon over a month ago, and they initially responded quickly, assuring me they were looking into the issue. However, it’s been over a month now, and I haven’t heard back from them despite following up several… Read more
times.
I’m beginning to doubt whether they’re willing to resolve this, as it surely doesn’t take this long to investigate.
Hi Tian, Thank you for reaching out and sharing your… Read more (+4 replies)
Sebastian's attention to detail and friendly helpful service gave us great peace of mind – Sebastian was extremely helpful getting our confirmation of booking emailed to us. Very polite, very helpful and saved us a lot of time. Now we can relax and enjoy our upcoming holiday. Thankyou Sebastian. Andrea and Michael D Show reply
Excellent Assistance – Booked airport transfers but the airline changed the schedules. Rang and spoke to Jennifer C and she contacted the provider of the transfers, amended the pick up times and got back to me with the new details within a few minutes. Excellent service! Thank you Jennifer. Show reply
Cancellation/refund travel voucher – First class customer service from IRIS D at Scoopon. We had an urgent need to cancel a room due to bereavement and IRIS ensured it was done and a travel voucher credit issued within hours. This is a huge help. THANK YOU.. Show reply
Accommodation booking problem – NADINE was 100% friendly and helpful. She resolved my matter very efficiently and professionally. Show reply
Problem resolved immediately – Gemma was incredibly helpful today 1710/24. Resolved my issues in a speedy manner Show reply
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Incredibly helpful service – I cant thank Gemma enough for her absolutely FANTASTIC service! Gemma, Thank you for all your help I'm thrilled with the end result. THANK YOU! Scoopon, I'm a user for life now. Show reply
Excellent customer service from Scoopon Team member - Iris – Excellent customer service by "Iris" from customer service team from Scoopon. I found him very helpful and supportive with my query. He was able to understand the situation and was very prompt with his support and reply. Show reply
Friendly + efficient! – I needed to update my email address for the confirmation of our wonderful holiday booking to Khao Lak. Emily G. was spot on, made the process sooo easy. Took no time at all. Awesome! Show reply
Request to change dates of booking – Request to change dates of booking, while ultimately unsuccessful, was treated with care and understanding by Emily. We appreciated her efforts on our behalf. Show reply
Customer Service excellence – I had to change a booking due to a Doctor booking, Jennifer C was not only extremely helpful, but was a delight to talk to. Show reply
Could not have made a better choice when using Scoopon travel for my holiday – Before I booked my Fij holiday with Scoopon travel I checked the reviews so went ahead with booking .I found that their prices were great and am very pleased with what I have now booked The booking itself was very easy with my bank sending a sms to check it was me and I wanted to go ahead with payment .That was a bonus . … Read more · 1
I had some confusion regarding the transfers required and contacted resort to find there was one not as I was given to believe . I rang Scoopon and spoke to a customer service person with a minute .That was Bryan who then went to great lengths to solve my concerns .He kept in contact with me then later he rang and all is well .It was a misunderstanding on my part .Do check fine print as it matters .So a big thanks to Bryan .It's a long time since I had such good service
Jake L – Customer service was so quick and JAKE L he is great and very helpful Show reply
Expired give – Mikayla was Very pleasant to deal with thank you for all your help Show reply
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Hi Matthew, We're very sorry to hear about your… Read more