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 was due to go to Cornwall in May 2020, this was cancelled due to the pandemic. I contacted SE in early May, and was told I would be offered a credit note within a week, still not in account we are in June and if I wanted a refund I would have through my travel insurance. The hotel wouldn't authorise one as I booked through a third party eg SE.SE won't give me a refund i have to go through the hotel, round and round in circles I go. I have gone through my credit card company who are looking into it, as I am not getting anywhere. I will never use them again, and I would highly recommend to proceed with caution if anyone was considering booking with them.”

Helpful Report

Posted 4 years ago

“I should have known better than to book with SE again. Last time was a nightmare on a Gulet in Macedonia ( 2019). Filthy dirty ancient boat, awful food and rude staff. One couple abandoned the boat on the 2nd day and that said it all. This time I booked an expensive anniversary trip to S Africa for May which as you know was cancelled. From the start I should not have done it. I booked a week and when I got the paperwork it was only for 5 days! They wouldnt change it even though it was their mismanagement. As with everyone else I have repeatedly contacted them with no response. They are crooks and whats the betting they go into deliberate liquidation before anyone gets their money back.”

Helpful Report

Posted 4 years ago

“Like ALL except the FAKES, I basically was ripped off by SE. Booked in January and canceled in March i try to get a refound since then even in cooperation with the booked hotel there is no solution in sight. Meanwhile it seems there is only one „SECRET“ TOMAS sending answers from the SE „support“ (the same useless texts over and over again). On FACEBOOK they advertise 4.5M fans, likes or whatever but this is long gone and there should be more people deleting their likes to make clear what this company is worth in times of trouble.”

Helpful Report

Posted 4 years ago

“I was supposed to be travelling next week 9th of June 2020. Flight cancelled (Etihad) refunded 100% in 2 days. Secrets Escapes: being fighting with them, they lied saying they have paid the hotel and asked me to contact them in Abu Dhabi, so I did. The sales manager from the hotel said they haven’t received a single penny from secret escapes and that the reservation is cancelled, so secret escapes stole my money. I will take them to court!”

Helpful Report

Posted 4 years ago

“I booked two hotel stays in Ireland in March 2020 to celebrate my retirement. Well we all know happened. But I have to say Secret Escapes are still holding nearly £600 of my money with No refund in prospect. At first they tried to fob me off saying ‘ they were unable to offer refunds’ as the hotels were non refundable and offered a possible future rebooking. I have sent countless emails to them - only to get appeasing replies. The problem is I cannot foresee a safe enough date in future to rebook- if ever want to travel abroad again ! I AM STILL WAITING !!! Secret Escapes are shockers....I will NEVER EVER look - never mind BOOK through their web site again for travel offers.”

Helpful Report

Posted 4 years ago

“Horrible, horrible company -- would never recommend using! Trying to get my money refunded after the hotel kindly cancelled our reservation when NYC shut down due to the pandemic has been a nightmare. I provided them everything they requested and got nothing until I notified my credit card company. All of a sudden when a chargeback was issued they corresponded. Nevertheless still no final resolution 3 months later. Rude and unprofessional!”

Helpful Report

Posted 4 years ago

“I am being refused a refund for a package holiday cancelled by Secret Escapes due to covid, they are withholding the refund for over 12 months and pushing credit notes on to people who did not want them. They are breaching package holiday regulations to refund within 14 days and are sending generic emails whenever challenged. DO NOT BOOK with secret escapes, they have no integrity when handling your money, there are many other travel companies who are doing the right thing, this is not one of them.”

Helpful Report

Posted 4 years ago

“There should be an option to give a minus star rating! No response to our email and messages; we are trying to get a cash refund for our booking, we paid for a service that the company can not provide, so by law, we are entitled to a full refund. Do not trust this company with your money, they are trying to be clever by saying they "amended" our booking, we did not ask for our booking to be "amended" - we would like a full cash refund.”

Helpful Report

Posted 4 years ago

“If it was possible to have minus stars I would select -100 for Secret Escapes. We booked a fabulous wedding anniversary trip to Croatia for 1 June, in an all inclusive hotel, plus flights. Obviously Secret Escapes cancelled this trip, with Covid-19. They firstly offered us a credit refund, which we refused, they then offered another £200 on top of the cost of the trip, which we refused. We just want our money back so that we can buy something special for our anniversary in stead...like garden furniture! Secret Escapes are in breach of contract and they don’t care, ABTA are not interested as Secret Escapes are not members, and neither are CMA or ATOL. They have taken our money, they have not paid airlines or hotels and they not providing any refunds. DO NOT BOOK ANYTHING WITH SECRET ESCAPES / THEY ARE FRAUDULENTLY SELLING HOLIDAYS !”

Helpful Report

Posted 4 years ago

“Dreadful experience after Covid lockdown. Unable to contact Secret Escapes for two short breaks in April and May. Lesson learned.....never book with Secret Escapes.”

Helpful Report

Posted 4 years ago

“I have still NOT received a refund from them after the Hotel cancelled my holiday booking from 25th May to 30th May 2020 due to COVId -19. I am appauled with Secret Escapes Customer Services. Apparently they have outsourced their customer services and they have no access to any information. I have had so much contradictory advice from them. Firstly that they will NOT refund. Secondly that they can only refund if the Hotel gives them permission and Thirdly they have now advised that the Hotel must refund me directly? They are just playing cat and mouse and `DO NOT want to pay out. Surely they are the booking agent who have taken commission so if the Hotel refunds anything it will be without their commission.... DO NOT BOOK WITH SECRET ESCAPES...”

Helpful Report

Posted 4 years ago

“We have a booking for a hotel break 27th May 2020 in Cadiz Spain which we have been attempting to postpone to May 2021 since March this year. Secret Escapes have sent two circular type documents to us stating they have attempted to delay the booking but cannot and one email suggesting that they have decided that I want to cancel and unfortunately, no refund can be provided. I have sent numerous emails to them stating that I wish to delay the booking for one year but without any response from them. I have had more luck emailing the hotel itself and they would like to help but say that the postponement can only be made through and by Secret Escapes. Using contact us, Secret Escapes now state that the booking cannot be postponed. Funny though, the hotel has confirmed that they have not received payment for our booking”

Helpful Report

Posted 4 years ago

“Have previously booked with Secret Escapes and had a good experience. Booked a 2 night trip (4 rooms for our adult children and partners) in February for my husband’s 60th in May. The hotel notified us at the end of March to say they would be closed in May, told me to forward their email onto Secret Escapes which I did immediately. Since then had 2 emails from SE to say they are very busy. Have requested a full refund and to date still not heard anything! I will never book with Secret Escapes again - their customer service is worse than dreadful.”

Helpful Report

Posted 4 years ago

“Secret escapes cancelled my holiday due to covid19. Offered a credit note. I replied advising require refund, no reply. I will be contacting my cc company. Hopefully they will due a charge back? Would Never book with these again. EVER!”

Helpful Report

Posted 4 years ago

“While I understand your policy. It is quite disappointing that at such an unprecedented time that your company is unwilling to be more flexible. You are forcing consumers to possibly put their health and safety at risk to secure a hotel and plan a trip that they otherwise wouldn't do. One does not know the state of the world or how long this pandemic will continue. How does a consumer in good faith plan a trip thay may never happen? Is there a manager or senior leader that I can further dispute this with? This company is disgraceful and I will never use them again. Do yourself a favor and use a more reputable company going forward”

Helpful Report

Posted 4 years ago

“Don’t use this company we had no help from them after we paid for a 15 day trip to Vietnam which we didn’t get to . They just don’t want to know .”

Helpful Report

Posted 4 years ago

“Advise everyone to avoid booking anything with this company. Booked Diamond Resorts at Pine Lake for a 3 night stay. They informed us they were closed due to Covid and to contact Secret Escapes as we booked through them. Secret Escapes are determined we should request a rebooking but say it isn’t guaranteed the hotel will agree. Said no and that we were entitled to a full refund as our contract with them had been broken. Diamond Resorts say they cannot issue a refund as they haven’t received our money. Sent lots of emails and had replies from different members of customer services but refusing to do what the law says despite me quoting what CMA and Which both say. Not been offered a credit note. Will never book anything with Secret Escapes again. Notice you can't rate their Customer service now - wouldn’t even give it one star if I could. Appalling keeping hold of people's money when we all need it at this time. Even tried to make out I was cancelling the holiday”

Helpful Report

Posted 4 years ago

“I booked a weekend at the Crown Hotel Harrogate for 2 nights at the end of this month for a friend's birthday via Secret Escapes. On their FAQ it said to contact the hotel directly for a refund, which I did. The hotel said it didn't refund Secret Escapes vouchers! So Secret Escapes have pocketed the money if nearly £200. It's appalling that they have pocketed the money when people are furloughed or list their jobs! It must be illegal and is immoral! I will never use this vompany again!”

Helpful Report

Posted 4 years ago

“DO NOT USE THIS COMPANY THEY ARE ACTING ILLEGALLY WITHHOLDING REFUNDS FROM 1000'S OF FOLK. Despite many many emails and responses customers requests for refunds are being ignored . I for one will never use aain”

Helpful Report

Posted 4 years ago

“After using Secret Escapes many time I am totally disgusted that they are refusing to reply to emails and refund the cost of our hotel booking even though the hotel was closed due to Corvid 19. After contacting The hotel directly they informed me that they had refunded clients who booked directly with them and should contact Secret Escapes which I did to no avail. We will never use Secret Escapes again and after reading other reviews I think Secret Escapes will be losing a lot of clients.”

Helpful Report

Posted 4 years ago

Secret Escapes is rated 1.3 based on 252 reviews