I’m only giving 1 star because 0 is not an option. A truly awful experience that has resulted in my fiancé and I trying to find someone else to stay for our anniversary 2 days before the event! Having seen their amazing deal for Crazy Bear hotel (where we got engaged a year previously) we chose to book through Secret Escapes rather than booking directly. We were told two days later that the hotel could not uphold the booking due to lack of availability. I was told I could have a refund or choose another date. I asked if they could contact the other hotel in the chain and check for availability there. The sales assistant told me that all Crazy Bear hotels were fully booked for every Saturday for the next year! I did not believe this so I phoned the hotel chain myself and asked if they were available on the requested date. They had plenty of availability and said it could be sorted if Secret Escapes phoned them. So the sales assistant had point blank lied to me! I phoned Secret Escapes to pass this on to them and was assured they’d make contact. I phoned back as much as five times in the following few days for updates. No effort had been made to resolve this issue. In this time I requested to speak to a manager and was told they could not phone me at an arranged time and I needed to keep ringing back until one was available! I then launched a complaint regarding the service (or lack of) that I had received. I phoned a final time a week after the initial booking to say I had had enough and would like a refund. I was told to ring back the next day to start the process as it was too close to closing time! A response to my complaint was not made until I followed up with a further enquiry. My refund finally came through today.. giving me 2 days to try and find somewhere else to stay along with a response to my complaint - a basic sorry and your refund is on its way! DO NOT BOOK THROUGH THIS COMPANY. Every member of staff I spoke with (bar one) was incompetent and unwilling to help. The service has been disgusting, they took my money and did not provide the service I had paid for and made no effort to resolve this!