Secret Escapes Reviews

Name: Secret Escapes
Rating: 1.32

1.3 Rating 252 Reviews

8 %

of reviewers recommend Secret Escapes

Company Reviews

Questions

Metrics

1.3

Based on 252 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 4 star review on 27th March 2025

Ann Ferrier

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

“I booked a hotel (supposedly 5 star hotel) for my honeymoon through Secret Escape. When we arrived at the hotel, we did NOT get the room we had booked, but a very disappointing (and certainly much cheaper) alternative. Also, the hotel was generally more like a 3 star hotel. I then sent photos to Secret Escape's customer service. In reply, I got that the case had been checked and the hotel replied that this was the right room. You can even check on the hotel's homepage that this is NOT the case. No concession, nothing. A very disappointing experience, so I advise against booking through Secret Escape.”

Helpful Report

Posted 3 years ago

“Booked a hotel via Secret Escapes for the first time. Hotel (Luci di la Muntagna in Porto Cervo) was way overpriced - despite the supposedly great discounts. I never paid so much for so little. I do not mind paying a lot, but want to get an appropriate value in return. Secret Escapes seems to only advertise "great deals" to lure customers. Nevertheless, the site is still too pricey for what the hotels offer. If you want to travel in style for fair prices, book directly via the hotel or use Booking. I made way better experiences that way.”

Helpful Report

Posted 3 years ago

“The offer came through to my account. I made the booking in my husbands name because I was using his credit card to pay for us but when the confirmation came through the booking was in my name as both travellers?? My husbands DOB and mobile numbers were correct just the wrong name. I emailed immediately to be told the airline won’t change the Christian name and we have to pay £168 for a new flight booking for my husband. Secret escapes deny the system changed the booking name and are not interested. Anyone know where I can escalate this issue to? I will never use them again.”

Helpful Report

Posted 3 years ago

“Do Not book here. They charge you but male you pay again in the hotel. Better use booking.com”

Helpful Report

Posted 3 years ago

“I have booked holiday on Secret Escapes, which was delivered by third party provider Broadway Travel. Broadway Travel failed to inform me twice about cancelled flights and now refusing to refund my money. Secret Escapes refused to step in and help. So, beware booking anything where third party is named as a provider, because Secret Escapes will not help you, if anything will go wrong.”

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Posted 3 years ago

“So wish I had read these reviews booking with Secret Escapes. Booked a lovely hotel in London going this Sunday, called last week to make an amendment as per their policy. They advised it was best to cancel then rebook as they wouldn't amend…really how strange only wanted to change from 3 nights to 2. Told this was the best way to do it. The agent cancelled while I was on the phone then went to rebook and he had misread it and in fact the deal was no longer there. Now no hotel for going away this weekend. SE couldn't care less, responded to one of my emails to offer me £20 good will gesture. Just shocking customer service.”

Helpful Report

Posted 3 years ago

“I made a 3 night booking, paid and received confirmation, then 2 months later, just days before our travel date, I rang the hotel to book a table for dinner to be informed they hadn't received a booking for us. I contacted Secret Escapes who happily accepted responsibility, but basically couldn't care less, our original hotel was now full. Secret Escapes found us an alternative from their website which was an hours drive from our original hotel in the centre of the Cotswolds, plus was DOUBLE the price, there attitude was take it or leave it. No customer skills at all, when I asked for a refund I was told this would take about 14 working days. Very blasé couldn't be bothered attitude. I have never encountered a company with such little regard for their customers, disgusting considering this was all their error.”

Helpful Report

Posted 3 years ago

“I paid for a hotel in the UK for June… I paid for a hotel in the UK for June 2020 cost me £375.00, the hotel or secret escapes won’t refund me, I said OK we will go in March 2021, we’ll that didn’t happen either because of COVID. I asked for a refund and escapes offered me £75 goodwill gesture it’s like what the hell. The hotel continue to refuse to give me a refund, my contract was with secret escapes and myself, if you have paid the hotel that’s your issue. I have had £375 stolen from me in my eyes. Absolutely disgusting, I used to use these a fair bit, now I will never ever use them again in my lifetime, beware, I notice they have a lot more refund policies now ! Typical, you should look after people !!”

Helpful Report

Posted 4 years ago

“They simply did not pay the hotel for my reservation. They STOLE our money!!!! We also purchased insurance and that company does not exist or also dissolved like SE I have made phone calls for 10 months”

Helpful Report

Posted 4 years ago

“Secret escape COVID holiday cancellation - I’ve practically had a breakdown dealing with them. I’ve written to them more than 10 times, filled in their COVID forms more than three times emailed them more the ten times and have never had a response. I found that they finally acknowledged that they had my money and put it in as credit to the holiday account, with an expiry of April 2021 to use. They didn’t even have the courtesy to tell me that they were going to do that. They have no write to withhold my money. A terrible outrageous company, absolutely shocked how I’ve been treated.”

Helpful Report

Posted 4 years ago

“There's no sense wasting everyone's time to repeat my experiences as they are the same as the others'. $1,800 US down the drain. No voucher offer. CC didn't refund my money. SE claims resort has the money and I should deal with them. Resort claims to have not received any money. I didn't even get a refund for the insurance I bought through SE (third party vendor). Horrible customer service and thievery. DO NOT USE THIS COMPANY OR ANY RELATED ENTITY!”

Helpful Report

Posted 4 years ago

“Awful company. I had multiple hotels booked at the start of the year before Covid, however, in June unable to travel - the hotel in Dubai was closed, no flights going out but SE wouldn’t refund. The hotel was closed!!! There was no way they could provide the service I purchased. No replies, it was just a total was of time. I didn’t want a voucher as I didn’t know if everyone going would be able to next time etc. I ended up getting frustrated with the lack of response and completed a credit card charge back. Yes I had to wait some time given the circumstances but I got my money back. They still emailed me stating they noticed I did a chargeback and they don’t refund hotel only deals (disgraceful). But I ignored it and now happen to be in the clear where the money given back is mine and they can’t dispute it. I urge people to do the same! I wouldn’t use them again. Disgraceful company. I remember they sent everyone an email saying sorry, it’s hard times. We’ve made mistakes, we’re working hard to improve etc etc. Well nothing changed. Ive had great experiences with other companies like hotels.com and I’ll now be using them so much more as they provided me with brilliant service and hassle free refunds during the Covid period. Secret escapes - never again! From the reviews I see about you from other customers. I’ll be surprised if you have any left.”

Helpful Report

Posted 4 years ago

“Voucher expired and couldn't use for 6 months due to COVID but have discriminated against me as told in accordance with T&Cs they can't extend but read a review that they extended the voucher of someone that complained on trustpilot. So what makes them different. A voucher expired is a voucher expired. Surely it doesn't matter who owns the voucher. Or does it!!!! I was told I had 5 months to use the voucher when in fact I couldn't as I already had a holiday booked when the voucher was gifted to me. When I wanted to use it was after April when I got more holiday. Absolutely disgraceful. Had money. Done nothing for it. Criminals. AVOID!!!!!!”

Helpful Report

Posted 4 years ago

“Email from Secret Escapes on 19/05/20 to say holiday was cancelled. Declined vouchers and requested a full refund. Still waiting for it. Company have changed their phone number, new one looks to be overseas, and not responding to emails. Getting quite angry and upset now especially as we are Pensioners and Christmas is fast approaching”

Helpful Report

Posted 4 years ago

“I had had good service from Secret Escapes previously, but now have had to rethink ever booking with this company again. I only wish I had read these recent reviews . I had booked a two day stay at a hotel but due to unforeseen circumstances had to cancel this in the next hour which I did on the advice of a Secret Escapes person. The hotel accepted the cancellation and made a note of it . My mistake was to naively consider that this was all that I needed and that Secret Escapes , knowing of my intention, would liase with the hotel. For that reason I did not return to their page so did not read of their cancellation clause . Yesterday my bank statement showed that the full amount had been deducted . I contacted the hotel who confirmed that they had received no money , so where has it gone and why am I being charged for no service being rendered ? My advice? Read the small print very carefully !!!!”

Helpful Report

Posted 4 years ago

“Terrible Custoner Service- Very Uncaring. We were booked to go Island Hopping in Greece in September. We were due to Arrive in Athens, and then be taken from there the next day. We received an e mail 2 weeks before departure, to confirm that the Holiday was on. Due to the nature of the trip- involving several ferries, and different hotels, there were many questions we need answers for,- Due to Covid 19 restrictions. However, after finally getting a reply on the phone, The 'Advisor' was absolutely no help at all. All he was concerned with,Was telling us The Holiday Is going ahead- AND WE NEEDED TO PAY THE BALANCE. He would not advise us on Using Public Ferries, Hotel Restrictions, or any of our queries- Again just reminding us That the Holiday can go ahead. We decided we could not travel under these Circumstances, so we did not pay the Balance. We understand we would lose our deposit. We did e mail them to maybe suggest a credit note for our deposit, as we really would have used them again But, they could not even bother to reply. They had taken our deposit,- And we feel they just did not care any more about what was going to happen. We feel so let down with their attitude, and in Hindsight,are so glad we did not travel, as Who knows what would have happened if we had a problem abroad. Absolute Disgrace, And we will never use them again”

Helpful Report

Posted 4 years ago

“Our booking for a weekend away in the Cotswolds was cancelled back in May. SE maintain that we have to deal directly with the hotel in question even though we paid our money to SE - not the hotel. The hotel as yet have not let us rebook the trip (first it was limited to Nov to Feb, not the May trip we had booked! Now they won't even let us re-book) and will not refund us either. £300 IS NOT A TRIVIAL AMOUNT OF MONEY TO US!! Do not trust this company, once they have your money they do not care about you anymore and you will lose out. Unfortunately the Ombudsman looks like the only way forward.”

Helpful Report

Posted 4 years ago

“not wat we expected rooms was not wat advertised it was nosy dint have warter or minin bar with soft drinks i thinks they put us in the rooms no one wanted it was 40th anniversary they did notting the waiter give us some chocs and glass of chrampane”

Helpful Report

Posted 4 years ago

“Booked a London hotel with TELEGRAPH TRAVEL in February 2020 for two nights in April 2020. WHAT A MISTAKE! They use SECRET ESCAPES. It is now nearly October and I haven’t had a refund yet! I have contacted Secret Escapes so many times by email and phone and have got nowhere. We are extremely annoyed at the customer service we have received from them not replying to our emails and putting the phone down on occasions,which is so rude. We feel totally let down by TELEGRAPH TRAVEL and SECRET ESCAPES.”

Helpful Report

Posted 4 years ago

“We are still waiting for our refund from Secret Escapes! Our trip was to Italy to watch England Rugby. They will not repay the £1000.00 'commission' that they took on this weekend break. We will never use or recommend this company again!”

Helpful Report

Posted 4 years ago

Secret Escapes is rated 1.3 based on 252 reviews