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

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

“AVOID THIS LAW BREAKING AMATUER OUTFIT SE have received refunds from hotels due to COVID 19 and are actively profiting from this deadly disease by refusing to pay back to customers what are legally obliged to refund per FCA rules and section 38.2 of their own T&C’s. This breaches many other civil laws which I have no choice in but to take to court, where is has been advised I will likely win, and SE will have to pay my legal costs, as they cancelled on me due a service that could not be provided and have no certainty when venues will open again. People want their cash back not a voucher we cant use for a year if atal. Given the shady operation we are now learning of, who would want to rebook with them? CASH refunds required only. This is more a matter of principal that my money back now. The staff (if you can get through to them) are abnormally rude, unhelpful, and repeatedly ignore legislation as confirmed by a solicitor to continue unlawfully benefiting from this crises. Their unprofessional and illegal conduct speaks volumes about their operations, as clearly CEO Alex Saint is the kind of person that spends his days flicking alphabet spaghetti at the wall in the hope a new debunked regulation will write itself. Avoid this mickey mouse shambles at all costs! They only respond when negative press is posted on social media platforms and never emails / phone calls, so lets make this happen”

Helpful Report

Posted 4 years ago

“Hotel happy to refund but as SE have not paid them yet, they can not refund me. SE will not refund despite hotel being CLOSED. SE have CHANGED their Ts&Cs on 12th March! Read their rubbish replies on TWITTER @secret_escapes What a disgrace.”

Helpful Report

Posted 4 years ago

Helpful Report

Posted 4 years ago

“I am a 73 year old widow, I booked a holiday for myself and my 17 year old granddaughter to Morocco to start 7 April. Secret Escapes cancelled the holiday due to the virus. After countless emails by myself and my daughter in law we received no further information. We tried phoning to no avail. I do not want vouchers or credit notes, next year things could be completely different, with my granddaughter being in a another part of the country and me being another year older. I hope this company honours their policy and returns my money.”

Helpful Report

Posted 4 years ago

“Had to cancel hotel due to self isolating as mother-in-law is 94 and in poor health. Response from SE that hotel was non- amendable and non-refundable, so lost out. Under circumstances you'd expect better. Lesson learned. Will never use SE again.”

Helpful Report

Posted 4 years ago

“Absolutely disgraceful. In lockdown in lanzarote. They have failed to communicate in any form or offer support. They are not answering phones or e mails. Despite booking a holiday package with them our flight was cancelled and they couldnt care a less. We have purchased a rescue flight.... costing 1,700 from lanzarote to stansted. They need to sort this issue”

Helpful Report

Posted 4 years ago

“I appreciate that we are in the middle of difficult times for everyone but their response to the current pandemic has been appalling when other companies have managed to find solutions to help people. Terrible communication, no way to speak to anyone and no refunds despite the hotel we are staying in having a 100% refund policy if booking direct. Would never use them again, total waste of over £1,000.”

Helpful Report

Posted 4 years ago

“Awful awful company. I have used secret escapes over 10 times last few years. I sent a simple request for a cancellation certificate yesterday for my bank and they took upon this as ME cancelling. So no refund and nothing the bank can do now. Over 2k wasted. Times are hard and stressful enough as it is.”

Helpful Report

Posted 4 years ago

“Despite being atol protected and in their own terms and conditions saying they will refund holidays affected by coronavirus this is a lie! Paid almost 5k for a once in a lifetime holiday and in emails they first said they will only give credit on account for use at any time, then since advised this was for use by end of the year. We don't know when this will be over and I can't take another 2 weeks off work for a holiday when I've already lost the time for a holiday they no longer offer! Would give zero stars if I could.”

Helpful Report

Posted 4 years ago

“DO NOT USE - THEY HAVE NO REFUND POLICY - which is not obvious at the time of booking. They will not refund my trip despite the chaos of COVID - 19 DO NOT USE”

Helpful Report

Posted 4 years ago

“Not very happy... Impossible to get through on the phone. I rang the hotel direct yesterday who said they would happily change our dates (we are due to be going next week within the uk) but we have to do it via Secret Escapes. We cannot get through on the phone so we emailed them but got a stock email back saying that if we hadn't heard from them assume our break is going ahead... A bit difficult when we are being advised not to make unnecessary journeys.... Contrast this with a well known holiday cottage company who have already informed us that we can change the dates of our holiday next month for any available time during the next 12 months with no extra administration costs. The difference in customer service is startling. This is very frustrating especially as the hotel itself is prepared to move our booking and is indeed offering either cancellation or new dates to their customers. Next time I will book with the hotel direct rather than using this agency.”

Helpful Report

Posted 4 years ago

“Very very difficult to contact and receive any reply. Issues along the way with what was included in the package and having to book trips that only had the travel provided but not the entrance fee! Can get no reply re the coronovirus and how this might affect our holiday - just a standard message that says check with gov.uk for travel advice! Won't book with them again - very unprofessional and give absolutely no confidence.”

Helpful Report

Posted 4 years ago

“Very poor customer service during Coronavirus outbreak. I have tried to contact 3 times about altering one element of package. No response!”

Helpful Report

Posted 4 years ago

“No stars should be an option. I booked with them and made a claim for price promise as within an hour I found same package £80 cheaper on loveholidays. They sent copy paste reply which wasn’t even relevant to my query. When I forced them to read my email they came with every excuse on the planet not to honour their own price promise. Never going to book with such an unethical company again. Customer service is shocking , when I managed to speak to someone she kept talking over me as main agenda was not to listen to me and not having to pay £80. Lost me and many others as future customers , very clever thinking.”

Helpful Report

Posted 4 years ago

“Absolutely shocking service DO NOT USE. Had booked a holiday for a trip too the Maldives costing nearly £5k as we have had a bad year and we decided to spend on a holiday we weren't going too forget in a ocean villa for my wifes birthday. We arranged our holiday dates with work and have had everything sorted ready for a memorable holiday in January 2021. So we have had an email advising that the ocean villa we had booked was for a beach villa instead which we had no desire too book. All I can say is thanks Secret Escapes for ruining plans for a holiday we had always dreamt of and I will be seeking legal advise due to you trying to get away with advertising something that apparently is unavailable even though I have checked with the company and the villas are available. I can assure you that this issue will not go away and intend taking this further and using social media to ensure that other people looking for a dream holiday don't get scammed. Also try ringing the customer service lines too see how good services is if you were thinking of booking through these as it will give you an idea of how important customer service is too them especially if you've been trying too get too speak to someone for days. It reminds me of the Carlsberg hotline advert if your old enough too remember. Only advise I can give is AVOID THIS COMPANY AT ANY COST. Sorry I couldn't give a zero but maybe they should add specially”

Helpful Report

Posted 4 years ago

“Sri Lanka .One week schedule sightseeing and activities with excellent guide then One week beach . Amazing people Amazing value . Thank you Secret Escapes”

Helpful Report

Posted 4 years ago

“Do not answer or reply to emails so we still do not know if our trip is on. No customer service what so ever, they have your money so don’t care. With all the negative reviews you would think they would improve there service to customers book at your own peril. I only wish I had read the reviews before booking”

Helpful Report

Posted 4 years ago

“I’m three days away from going on a package holiday that I purchased through SecretEscapes. So far, no flight details, no transfer info, each day I’ve called and keep being told ‘we have escalated it, you’ll receive the details today’ still nothing. I’ll never book with them again.”

Helpful Report

Posted 4 years ago

“ZERO STAR! BEWARE! Will never use these again - well only for the hotel information/ideas then will book direct myself. We have paid £1800 for two for a 3 night trip to Rome to the Six Nations Rugby which was advertised as a Secret Escapes holiday. Paid the £500 deposit then received an email saying our contract was with another tour operator! I still don’t know which airline we are flying to Rome with so how do we know which check-in desk we go to at the airport? The eticket we received states we have a 6kg baggage allowance! The Secret Escapes holiday stated that the baggage allowance was “as per the airline’s T&Cs” - if we had known we only had 6kg allowance we would not have booked as we have paid £1800 we expect at least 10kg! I sent a complaint email to Secret Escapes querying this and also asked who the airline is! I eventually received a “cut & pasted” email telling me to contact the agent for this information! So what exactly have Secret Escapes done for our £500 deposit? Absolutely nothing. Have since discovered I could have booked the same hotel in an executive room for £300 via another website and the Rugby tickets €40 each. Feel totally ripped off by these SCAMMERS. Book with these if you are happy to pay £500 for nothing! NEVER AGAIN.”

Helpful Report

Posted 4 years ago

“Emailed them about a deal to confirm hotel and flight details. Never responded. Glad they didn't as I ended up looking at the same hotel, flight etc as separate bookings and saved myself £250.”

Helpful Report

Posted 4 years ago

Secret Escapes is rated 1.3 based on 244 reviews