Secret Escapes Reviews

Name: Secret Escapes
Rating: 1.32

1.3 Rating 251 Reviews

8 %

of reviewers recommend Secret Escapes

Company Reviews

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Metrics

1.3

Based on 251 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0845 078 2029

Email:

support@secretescapes.com

Location:

20-28a Hatton Wall, London United Kingdom
EC1N 8JH

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Secret Escapes offered us a journey of options, quality, luxury and a road a little less travelled. Celebrating a special birthday - we chose Secret Escapes options knowing they would have something to suit AND THEY DID. Always our go to for something different.”

Secret Escapes 4 star review on 27th March 2025

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Posted 3 weeks ago

“Took my money for investment but never delivered Sup*reme*asset*7**@**gm*ail.**com helped me get my refund.”

Secret Escapes 5 star review on 21st March 2025

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Posted 4 weeks ago

“Dreadful, booked the safari last year and two weeks before we fly the days of the flights have changed!! Refund offered but money won't arrive for around 14 days which is after we should be away...”

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Posted 2 months ago

“Beautiful”

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Posted 2 months ago

“They are horrendous. Their system malfunctioned and booked me the wrong dates i have screenshots of my screen a minute before booking. the employees took responsibility and said this has been happening. They have now blocked my number and are not offering me any refund or compensation even though admitting they were at fault.”

Secret Escapes 1 star review on 22nd January 2025

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Posted 2 months ago

“This platform appeared trustworthy, but after I made my investment, I was unable to access my funds, and all communication with their support team was cut off. I was devastated, thinking my savings were lost forever. Fortunately, I came across: 𝘌𝘮𝘢𝘪𝘭: 𝘴𝘶𝘱𝘳𝘦𝘮𝘦𝘢𝘴𝘴𝘦𝘵7 @ 𝘨𝘮𝘢𝘪𝘭 .𝘤𝘰𝘮 WhatsApp: +44 73-88-69-79-58. Their team was professional, didn’t require any upfront payments, and guided me through the entire recovery process. To my relief, they recovered my entire £277,400. I’m beyond grateful for their help and would recommend their services to anyone who has fallen victim to scams.”

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Posted 3 months ago

“Terrible customer service: Booked a trip to Lapland in December with our 2 young kids for trip of a lifetime. did the 2 part payment, but missed the 2nd payment date by day and half due to mix up on dates and emails going to my spam. Immediately called as soon as I realised. After them emailing to say they can re-instate the booking and after many calls over the past days. i've now received another email to say they cant instate the booking due to flights being cancelled. This is a holiday booking company who cant rebook flights...really!?? No idea if we can take kids away to see santa now And I have no idea what's going to happen with my £1600 initial payment Update: called and managed to speak with someone...they're keeping the majority of the first instalment (around £1000)!!”

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Posted 5 months ago

“All they want is your money, and no empathy when things go wrong.”

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Posted 7 months ago

“I give them 4 stars because the room and hotel staff were wonderful but when you book a stay including evening meal don’t bother looking up the hotels menu and thinking ooh that’s a great menu because secret escapes customers get a very minimal menu for the evening meal for example, fish chips,minute steak and obviously something for veggies but the breakfast was excellent.so I would recommend ringing your hotel and asking if there’s a restricted menu for secret escapes customers before you book”

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Posted 11 months ago

“Very misleading and dishonest company. I booked a five night holiday in Morocco but when the itinerary came through I noticed there were just four hotel night stays. When I called to ask where we would be staying on the fifth night I was informed that my flight left on the fourth day it wouldn't be back in the UK until the fifth (at 12.30am) so they call it a five night trip. If that isn't absurd I don't know what is.”

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Posted 1 year ago

“Appalled by this company and its behaviour towards row solo women travellers in South Africa. I am travelling to South Africa tonight and was told today our hotels have been changed and cannot now be moved. The new hotels are 1/3 of the price, in a totally different location overlooking a motorway and with no shops and cafes and restaurants immediately around it and what’s worse, my friend from South Africa said the new location is significantly more unsafe and I was not to walk around on the street outside. In addition to this, I am convinced the change if hotels was done to save the company money as they and to move our bookings dates (due to an earlier mistake they had made) and did not tell us the hotels would change before we agreed to move the booking dates - and had we known we would have refused. Very shady. Has ruined our holiday before we have left the UK and taken up a considerable amount of time we don’t have.”

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Posted 1 year ago

“Warning - last minute changes to hotels initially advertised... to poor hotels that are not the 5 star luxury as promoted. I would suggest you don't spend your hard earned money with them. We have booked for Sri Lanka and are travelling on Thursday. The last hotel, where we spend most days, looks way below par. We have spent a week talking to their customer services but getting nowhere. Have found 2 reviews made in the last month of customers who have been to Sri Lanka and had the same experience.”

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Posted 1 year ago

“They were advertising an all inclusive holiday in The Maldives which was about half the price of other companies. Offer appeared too cheap to be true. Went to local travel agents to see if they could match the offer. They could get no where near that price. Having read all these reviews I have no intention of risking using this company.”

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Posted 1 year ago

“Supposed to have a hire car but couldn’t pick it up as only had a debit card so 150e for a taxi to get to the hotel. Spent two days trying to contact them. After finally speaking to someone and explaining that we had no transport so had to pay top price for food and drink at the resort and would not be able to get back to the airport they emailed back saying they couldn’t help so 150e for the taxi 300e to upgrade to all inclusive. Luckily we saw a jet 2 rep in the hotel and had got us booked onto the coach to the airport for 50e. The most stressful holiday we have ever had”

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Posted 1 year ago

“Dreadful company they sell you one holiday and then change it at the last minute to a far superior hotel and expect you to accept it and they will not give you back your MONEY”

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Posted 1 year ago

“Arrived at the supposed 5☆ hotel and instantly realised it was barely a 3☆. The hotel is dirty and run down. The upgraded room to a Premier room was a joke I dread to think what the normal room was like. We arrived very late at the hotel and had to grope our way through the badly lit grounds, we are both in our 80s and having to climb steep stairs carrying our own luggage is disgraceful. The first day and we are still waiting for the room to be cleaned. The grounds are all overgrown and really run down, the staff are not very friendly or helpful. We paid a lot of money for this holiday and we are disgusted and feel we have been ripped off. This is only our first day. I think some sort of compensation is in order.”

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Posted 1 year ago

“Terrible company, would never book with them again! They put misleading and false information on their website and then don’t respond to emails. I was sold a 4 star hotel when the advert on their website said it was 5 stars. I emailed them several times about this with no response. It’s false advertising and customer service is non-existent”

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Posted 1 year ago

“Faceless company everything on line if your lucky, Eurowings shockingly bad air line lost our bags for four days, over £100 for checked in luggage as well, Avoid.”

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Posted 1 year ago

“Total con company, no customer service, no human contact, took my money for vouchers, not even a booking, and allowed the voucher to expire in Covid, never allowing me to use it and never replying to a single email or letter. Do not risk your money”

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Posted 1 year ago

“DO YOURSELF A FAVOUR AND DONT BOOK WITH THIS COMPANY . You can never get hold of the same person by phone or email , we have been trying to sort out changed dates for over to days , one person told us to ring the airline ourselves then customer service told us we don’t have to do that , you get told different things and they are the most unhelpful customer services iv ever had to deal with ! We are now trying to get a refund but they will take 800 off our two thousand and 500 holiday but would let us have a refund of 25 pounds as good will !,! What the hell we have done nothing wrong maybe the CEO SHOULD LOOK AT SOME OF THE REVIEWS OF HIS COMPANY “ Alex saint “ because it’s a disgrace .”

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Posted 2 years ago

Secret Escapes is rated 1.3 based on 251 reviews