I booked a spa break for my husband’s 50th, but when I tried to book the treatment the hotel said they were fully booked. I was not offered an alternative or cancellation which I now understand should have been offered by law. The hotel offered Sunday lunch and Secret Escapes offered me £25 as a goodwill gesture. When I was told Secret Escapes hadn’t followed procedure by law, I raised a new query: they have now offered a refund to account for the spa treatment, but have rescinded the £25 goodwill gesture! I have made 14 bookings over the years with Secret Escapes. This chain of events shows how they value customers. My husband’s special birthday was ruined and frankly, that was down to them. I am so disappointed. I have asked 3 times for the address to send complaints to the head office. I am still waiting.