Secret Escapes Reviews

Name: Secret Escapes
Rating: 1.28

1.3 Rating 244 Reviews

7 %

of reviewers recommend Secret Escapes

Company Reviews

Questions

Metrics

1.3

Based on 244 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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Secret Escapes 1 star review on 3rd October 2022

Steven Davies

Secret Escapes 1 star review on 24th August 2020

Sally

Secret Escapes 1 star review on 12th June 2020

Jessica Edwards

Anonymous

Anonymous // 01/01/2019

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“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)!!”

Helpful Report

Posted 1 week ago

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

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Posted 2 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”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 7 months 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.”

Helpful Report

Posted 8 months 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.”

Helpful Report

Posted 8 months 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 9 months 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”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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 .”

Helpful Report

Posted 1 year ago

“My husband and I, booked a package with Secret Scapes and when we arrived for the checkin, all the way from Germany to Taghazout bay in Morroco we got the nice surprise that there was no booking!!!! Until now, we do not know who was responsible and who was laying. At the end we did not get the “Luxurious bungalow” or any kind of solution, neither from the Hotel https://instagram.com/radissonblutaghazoutbay?igshid=YmMyMTA2M2Y= Or from secret scapes the worst experience in my life. Stay away from them.”

Helpful Report

Posted 1 year ago

“This company are con merchants ! Do not book with them . I booked a graduation present for my daughter and I a week in Istanbul. When booking the company was Secret Escape after I had paid the deposit it turned into their partner company Perfectstay.Flights, checked luggage and hotel were included in the package.I decided to book my transfer with them too paid extra for that. Printed off the vouchers as they said before travelling. Got to the airport and the check in staff told us that we had been booked on the cheapest ticket and had to pay for our luggage showed them the voucher stating checked luggage to no avail had to pay £75 to get luggage on board and was told we would have to pay coming back. We had checked luggage so I’d decided not to take cabin bags. Got to Istanbul the private transfer I had paid £103 for made us wait over an hour before it eventually arrived to take us to the hotel. It was the weekend so couldn’t get hold of anyone from the company I messaged my daughter in England to ring them Monday morning to sort the luggage issue out as I was flying back on the Friday and didn’t want pay for luggage going back . My daughter rang them every single day with no luck kept saying they have sorted it they said they would reimburse the money if we send the invoice. I messaged the transfer company the night before to arrange pick up from hotel to the airport our flight was at 2pm the following day. They said they would pick us up at 11.10am . Following day waited til 11.35 no show messaged them than rang them the first two attempts the line was engaged rang again got through to a man who said the driver had had an accident and therefore would not be able to come he was waiting for the police . I said can you not send someone else he said no as we would miss our flight . He said to get a taxi and they would reimburse the money . The manager of the hotel was very good he flagged down a taxi and we arrived at the airport. When we got through security the check in staff told us that our tickets were standby so we weren’t issued with seat numbers and had to pay for our luggage too. I felt sick to the stomach as we didn’t know if we would be on the flight. Got through security and we had to got to the boarding lounge spoke to the attendant who then issued us with seat numbers by this time we were so relieved as we thought we were going to be stranded. The anxiety and worry and stress this holiday caused us was unbelievable. I felt so bad as this was a present for my daughter which quite frankly she could have done without. They have said they will not reimburse us and have closed the case . These people should not be able to get away with this it is a con . You pay to be conned .”

Helpful Report

Posted 1 year ago

“I booked a spa break for my husband’s 50th, but when I tried to book the treatment the hotel said they were fully booked. I was not offered an alternative or cancellation which I now understand should have been offered by law. The hotel offered Sunday lunch and Secret Escapes offered me £25 as a goodwill gesture. When I was told Secret Escapes hadn’t followed procedure by law, I raised a new query: they have now offered a refund to account for the spa treatment, but have rescinded the £25 goodwill gesture! I have made 14 bookings over the years with Secret Escapes. This chain of events shows how they value customers. My husband’s special birthday was ruined and frankly, that was down to them. I am so disappointed. I have asked 3 times for the address to send complaints to the head office. I am still waiting.”

Helpful Report

Posted 1 year ago

“Customer Service very poor, I have a voucher with a use by date of Dec 2023. They will not apply it and have said it has expired and it has a different value. Be very careful if you have to cancel ... The advisor is very poor and of no help”

Helpful Report

Posted 1 year ago

“So far, secret escapes has ruined our holiday. Arrived in ponta delgada last night expecting a rental car at the airport. After much asking around we found that the car rental company we were looking for does not operate in ponta del gada and that our car was, in fact, booked to be picked up at Lisbon airport. This was clearly a mistake on behalf of secret escapes. We took a taxi to the hotel to deal with it today. We called secret escapes who essentially said we need to call the car company and get them to organise a car in ponta delgada with the booking reference we have. If they expect any additional money that's down to us. This seems ridiculous! Of course a car company won't pay for us to get another car on another landmass with another rental company, when we (secret escapes on our behalf) booked the car in Lisbon!! Very annoyed and not sure what to do considering the azores is a place where you can't really get around without a car.”

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Posted 2 years ago

“Given a disabled room.....joke when it was described as a king guest room!!”

Helpful Report

Posted 2 years ago

Secret Escapes is rated 1.3 based on 244 reviews