Perfect Getaways: most-reported complaints
Automated analysis of 361 public Trustpilot reviews published 2020-05-23 to 2026-09-17. TrustScore 5 from 5,086 total reviews — see the Trustpilot page. Quick answer: is Perfect Getaways legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 14 out of 19 identified complaints citing this issue. Other frequent concerns include the holiday not being as described, which was mentioned in 10 reports, and overcharging, noted in 6 reports. Additionally, 2 reviewers stated that support was unreachable when they attempted to book a holiday. No clear trend could be established for these issues due to the limited number of reviews.
How to reach Perfect Getaways
These are the contact details Perfect Getaways publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0333 555 2223, email [email protected], address 20 The Cross, Neston, CH64 9UB, GB.
The company claimed its Trustpilot profile on 2019-02-05, uses Trustpilot’s paid features, and last replied to a negative review on 2025-10-06 — more than six months ago. Trustpilot ranks it 5 of 200 in Travel Agency. We last checked this profile on 2026-09-24 and found 8 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 10 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 21/02 Win a holiday to Cyprus”, “E: 31/10 week’s holiday in a luxury villa on Fuerteventura Golf Resort (not yet open)”, “E: 31/01 WIN A LUXURY MINIMOON IN A CASTLE HOTEL, DURHAM”.
Elsewhere: 4.3★ on Google (33 reviews)
TrustScore over time
5.0 → 5.0 across 16 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (67%, 2.0d) · 2026-08-15 (67%, 2.0d) · 2026-08-18 (67%, 2.0d) · 2026-08-21 (67%, 2.0d) · 2026-08-24 (67%, 2.0d) · 2026-08-27 (67%, 2.0d) · 2026-08-30 (67%, 2.0d) · 2026-09-02 (50%, 4.0d) · 2026-09-05 (50%, 4.0d) · 2026-09-08 (50%, 4.0d) · 2026-09-11 (50%, 4.0d) · 2026-09-14 (50%, 4.0d) · 2026-09-17 (50%, 4.0d) · 2026-09-20 (50%, 4.0d) · 2026-09-24 (50%, 4.0d).
What their policy promises
refund window: less supplier charges and £100 admin fee
“In such circumstances, a refund will be given (less any charges we incur from the supplier), but we also reserve the right to charge an administration fee of £100 per booking.”
refund window: full refund
“If any price shown on this website is obviously a mistake (i.e. is so low that any person, acting reasonably, would realise that it cannot be an accurate price), then any booking made based on such price will not be vali”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Review provenance: 274 company-invited reviews in the recent window average 4.97★, while 85 organic (uninvited) reviews average 5.00★.
17% of its 353 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 74% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 1,348 of this company’s 5,086 Trustpilot reviews (27%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Perfect Getaways?
Support unhelpful
14 reports · 74% of complaints“This was not disclosed by Luke when booking the holiday”
The company replied on 2024-12-20: “Hi Sam, we have been working with the lead passenger to try and get this resolved. We did contact the lead passenger of your party by messenger before the trip and while you were in New York and were…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“try getting your refund I should have travelled on 5/4/20 and am no closer to a refund 23/5/20”
The company replied on 2020-06-02: “Unfortunately, refunds have taken far longer than normal from tour operators and we have been completely at the mercy of the tour operators and the time it is taking for them to refund. In this…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Luke highly recommended the hotel we stayed in (which turned out to be the most unhygienic hotel”
The company replied on 2024-12-20: “Hi Jordelle, this is a duplicate of a review already left by Sam Scotton and we have advised Trustpilot of this. Our Manager of the Liverpool store has been in touch with the lead passenger on…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Not as described
10 reports · 53% of complaints“This was not disclosed by Luke when booking the holiday”
The company replied on 2024-12-20: “Hi Sam, we have been working with the lead passenger to try and get this resolved. We did contact the lead passenger of your party by messenger before the trip and while you were in New York and were…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“didnt tell us that we would have to pay an additional £220”
The company replied on 2022-06-03: “Hi Darren, thanks for your feedback. We have investigated this and we are sorry for the inconvenience caused. The £220 charge was from the airline (Ryanair) for airport check-in as you hadn’t checked…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“Luke highly recommended the hotel we stayed in (which turned out to be the most unhygienic hotel”
The company replied on 2024-12-20: “Hi Jordelle, this is a duplicate of a review already left by Sam Scotton and we have advised Trustpilot of this. Our Manager of the Liverpool store has been in touch with the lead passenger on…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Overcharging
6 reports · 32% of complaints“This was not disclosed by Luke when booking the holiday”
The company replied on 2024-12-20: “Hi Sam, we have been working with the lead passenger to try and get this resolved. We did contact the lead passenger of your party by messenger before the trip and while you were in New York and were…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“didnt tell us that we would have to pay an additional £220”
The company replied on 2022-06-03: “Hi Darren, thanks for your feedback. We have investigated this and we are sorry for the inconvenience caused. The £220 charge was from the airline (Ryanair) for airport check-in as you hadn’t checked…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“Luke highly recommended the hotel we stayed in (which turned out to be the most unhygienic hotel”
The company replied on 2024-12-20: “Hi Jordelle, this is a duplicate of a review already left by Sam Scotton and we have advised Trustpilot of this. Our Manager of the Liverpool store has been in touch with the lead passenger on…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unreachable
2 reports · 10% of complaints“Never replied to call when wanting to book a holiday”
The company replied on 2023-05-15: “Hi Scott, This is not our usual service standards, as you can see we have over 1000 5* reviews here on trust pilot. We are really sorry that this has happened to you, twice. This is being looked into…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“despite 3 reminders he did not respond.”
Refunds delayed
2 reports · 10% of complaints“try getting your refund I should have travelled on 5/4/20 and am no closer to a refund 23/5/20”
The company replied on 2020-06-02: “Unfortunately, refunds have taken far longer than normal from tour operators and we have been completely at the mercy of the tour operators and the time it is taking for them to refund. In this…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“She has not yet replied. However, even if I do get the money back”
The company replied on 2020-08-05: “Sorry that you have been so disappointed with our service when cancelling your holiday. Unfortunately, the team are dealing with hundreds of imminent cancelled holidays due to quarantine rules…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-18.