Not very happy... Impossible to get through on the phone. I rang the hotel direct yesterday who said they would happily change our dates (we are due to be going next week within the uk) but we have to do it via Secret Escapes. We cannot get through on the phone so we emailed them but got a stock email back saying that if we hadn't heard from them assume our break is going ahead... A bit difficult when we are being advised not to make unnecessary journeys.... Contrast this with a well known holiday cottage company who have already informed us that we can change the dates of our holiday next month for any available time during the next 12 months with no extra administration costs. The difference in customer service is startling. This is very frustrating especially as the hotel itself is prepared to move our booking and is indeed offering either cancellation or new dates to their customers. Next time I will book with the hotel direct rather than using this agency.