Yet another customer with a fully paid UK stay in April which can't go ahead due as hotel closed due to Covid. Have been trying to contact Secret Escapes since 18/3 and have rung, emailed, completed online forms and left numbers for them to call me back. Zero success. Last week I decided to ignore their "do not ring us" message and got through to someone who promised the refund would be resolved, only for the next day a different response saying it was the hotels's responsibility to refund us. I've now made around 20 calls between Secret Escapes and the hotel and I'm getting nowhere fast. The hotel have, quite rightly, said our contract is with Secret Escapes, and they themselves haven't actually received any money so can't refund us. Secret Escapes claim the hotel have to refund us, then claim the money back from S.E. So presumably the hotels run the risk of going bust while Secret Escapes rake it in. Absolutely appalling. Hope all these issues make their way into the media; Secret Escapes don't deserve to run a business when this is all over.