We have used them for years but I doubt we will EVER again. We paid them money. They show on our credit card statement. They are responsible for making a REFUND not a voucher as they cancelled our hotel. Tom Valentine and his management team have a lot to answer. He's on LinkdIn if you want to get hold of him or any of his colleagues: Alex Saint Alliott Cole Benjamin Holmes Laurent Laffy Thomas Hulme It appears they don't know how to (or think they don't have to) refund your money under the Consumer Rights Act 2015 from what I have read from the many reviews online. Read this in their T&Cs "2. Alterations by Suppliers Most changes are minor. Occasionally, we have to notify you of a "significant change" that a Supplier may make to a Product. A significant change is a change made before the commencement of your vacation which, taking account of the information given to us at the time of booking and which we can reasonably be expected to know, we can reasonably expect to have a material effect on your stay. In the unlikely event of the Supplier cancelling or amending your booking for a Product after the booking has been made, we will inform you as soon as reasonably possible (provided that the Supplier informs us). In respect to any significant change, if there is time to do so before departure, we will seek to secure from the Supplier the offer to you of the following options (depending on the nature of the Product you have booked): accepting the changed arrangements; or for hotel only reservations, a choice of accepting an offered alternative or cancelling your reservation with a full refund of monies paid. In the case of no alternative being available from the supplier, the Supplier may instruct us to cancel and give a full refund; or obtaining an alternative package from the Supplier, of a similar standard to that originally booked, if available. You will be responsible for payment of the applicable price of any such package. This will mean you paying more if the alternative is more expensive or receiving a partial refund if the alternative is less expensive; or cancelling or accepting the cancellation, in which case you will receive a full refund of all monies you have paid to the relevant Supplier." Come on Secret Escapes, contact me and tell me when we will get our refund. You can find our request on your website under one of our two bookings made by my wife on 04/02/2020. Luckily I paid by credit card so they'll be on to you next if I dont hear very very promptly. My stay was to be this weekend and you have not offered us the refund option. Tom