I am having a terrible experience with this company! The problems have started immediately and they aren't looking like it is going to end (this for just 1 reservation!). 1) the gift voucher provided me in December 2019 could not be open and checked so I had to contact their support which gave me a dedicated code to use. 2) the code provided could not be added to my account online or added to the reservation I wanted to make. 3) The reservation made (without the code as it wasn't working) was a 24h free cancellation one BUT they decided to charge the entire stay on my CC without advising me during the reservation process!!! 4) I emailed their customer support twice prior to my check-in 1 about the voucher which I could not redeem but I did not get any response. 5) Within that week I had to call twice to get information about my situation (also because no-one from the company has reached out to me!!!). However, the customer service could not help me as it was up to the finance department in the head office (London) to review and reply to my problem. 6) To my frustration the London office never got in touch. I had to call the customer service AGAIN one week after my check out and 1 1/2 week after my last call with them. Once more I was told that they could not help me out, that the problem was still with their finance department in London! 7) After me complaining again (we are talking about nearly 1 month from the first contact and problem), the person on the phone told me that actually the team in London reply negatively to the ticket they opened for me. Which means no refund of any sort for the voucher I could not use. So to sum up, Secret Escapes is holding 250€ of gift voucher which I am entitled to used anytime I want through their portal BUT they don't allow me to use it, they don't allow me to add it to a reservation made through them and they refuse to refund it to me. The money is mine technically but they keep it hostage. They lack of response, poor timing and horrible customer experience will definitely keep me away from booking with them again. Furthermore, I will ensure I will pass the same experience with all my fellow colleagues who work in luxury hospitality around the globe and my friends and family. They really screwed up! Pierre P.