I booked a package holiday with Secret Escapes. Per point 38.5 of their terms and conditions (which deal with a scenario where they cancel a package holiday) 'if we cannot offer you an alternative, or even if you just prefer, we will provide you with a full refund of any payments made for the Package Holiday'. I have requested my full refund. They have REFUSED this, saying 'our terms and conditions do not state how the full refund is processed - this is at the company's discretion'. Instead they would like me to extend a line of credit to them for a further year by offering me a 'refund credit note' (which is NOT what is referred to in their Ts and Cs) which allegedly guarantees a cash refund after a year, if unused. But I would like my money back now, not in a year's time. Their behaviour towards customers is really slippery and shoddy and I can only hope that people that do choose to accept this 'refund credit note' will choose not to spend it on another dodgy SE experience but will spend it with a much more reputable company. It seems that once they have your money, they no longer have any interest in the customer at all. They are happy to keep your money for well over a year and provide you with absolutely nothing during that time. Dreadful customer 'service'. Travel agents that are refusing to refund customers for cancelled holidays are breaking the law, according to a Which? investigation.The Package Travel Regulations mean those who have booked package trips including accommodation and travel are entitled to a full refund within two weeks of a cancellation by their agent or tour operator. NEWSFLASH, SECRET ESCAPES - IT IS NOT YOUR MONEY. IT BELONGS TO YOUR CUSTOMERS. YOU HAVE PROVIDED NOTHING FOR IT. STOP BREAKING THE LAW AND THE CONTRACTS YOU HAVE WITH YOUR PACKAGE DEAL CUSTOMERS AND PROVIDE A FULL REFUND. We appreciate life may be difficult for your company but it is difficult for your customers too - the current situation is not our fault either