I had the same experience as apparently everyone else using this company. I canceled my reservation due to the coronavirus for a hotel night and the hotel agreed and charged me no cancellation fee. They said Secret Escapes had my money and to get the refund from them. They refused saying it was non cancelable. Every other travel company I've dealt with that had non cancelable policies have returned my full payment without any hassle, knowing that nothing is open at the moment in terms of eating out, touring, etc. I would highly recommend not ever dealing with this company.