I've also a bad experience with Secret Escapes. I sought guidance from Citizens Advice and they are clear that the contract is breached (as they cannot deliver the service) and therefore we are due a full refund. The question is who we have the contract with - the hotel or secret escapes? In my case I had a hotel booked in the UK for mid-April - which is now shut. We will not be using secret escapes again and I'll be telling as many people as possible about their awful business practice in this difficult time. Their reputation will be severely damaged - I hope! I also raised this issue with Simon Calder. Needless to say we won't be using them again.