Secret Escapes Reviews

Name: Secret Escapes
Rating: 1.32

1.3 Rating 252 Reviews

8 %

of reviewers recommend Secret Escapes

Company Reviews

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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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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

“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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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.”

Helpful Report

Posted 2 years ago

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

Helpful Report

Posted 2 years ago

“Total con - booked a spa break, got to the hotel amd was told o could use the spa as it was fully booked. Secret escapees did nothing to help other than offer me a 10% refund - complete rip off.”

Secret Escapes 1 star review on 3rd October 2022

Helpful Report

Posted 2 years ago

“What a terrible experience! I would not recommend to book here, is they think they can be anything like booking - your not! Your customer service is horrible. We booked two nights away in a luxury wellness resort. Which in reality was just a family hotel with pool (also how the reception explained to us). A wellness resort does not have a swimming pool which is full of local children and a mini-mini spa. We booked a wellness resort for calmness and relaxation, something you promised us. The hotel allows everyone at the pool (not a thermen by the way, they call it a pool themselves) which creates a crazy busy atmosphere. We tried to solve it twice over the phone in which in the end they offered me a 25 euro CREDIT!!! Whilst I paida100 euro per night. The hotel couldn't help us and forwarded us straight back to Secret again, whilst they send us back to the hotel. Seriously I have never experienced such a poor customer service. Don't book with them because they make you fake promises and when it comes gets t hard, they just ignore you after we submitted a formal complaint.”

Helpful Report

Posted 2 years ago

“The worst experience ever. Currently stranded in Croatia, just received an email to say the hotel we booked can’t accommodate us. 4 phone calls to secret Escapes and 1 to the hotel and no resolution, hideously unhelpful staff who told us our contract was not with them. Avoid this company at all costs”

Helpful Report

Posted 2 years ago

“This is the second time we've used Secret Escapes , Luxury Bali 3 years ago and we've just come back from a Luxury Sri Lanka tour. I went with my daughter who's in her 20s on both occasions and had the most amazing time. Secret Escapes always got back to any queries promptly and gave us honest feedback. I cant fault this company and will continue to use them.”

Helpful Report

Posted 2 years ago

“My wife and I booked a 2night UK break with Secret Escapes for hotel in Marlow for 3rd/4th May 2022. The deal was free cancellation up to 8 days before visit. 4 days before visit we both tested positive with covid. We were told that we could still go by SE, how disgusting to even suggest that, needless to say we would never put other people at risk. After many conversations and emails with both hotel and SE we have had no success with an alternative date or refund. The hotel did state that they would have changed our dates if we had booked direct with them so the problem was with SE. Given up now but rest assured we will not deal with Secret Escapes again and advise others to be very wary of SE offers and customer care non existence. Since starting this review TI have read SE reviews....wow, wish I had read them before booking!!!”

Helpful Report

Posted 2 years ago

“Same as many others that I’m reading on here , I booked hotel only in Montenegro pre pandemic , trip initially planned for September 2020, cancelled like everyone else , unable to contact secret escapes so contacted hotel direct , eventually got a voucher from secret escapes as hotel would not rebook without … made new booking for September 21 but trip cancelled again due to red list status … now I am trying to rebook but hotel initially not responding to my emails , eventually got one response telling me no availability for my dates and if I pick on a new date there will be additional charges due to increased prices. I contacted secret escapes , they not interested at all said they have paid the hotel so it’s between me and the hotel , not willing to liaise on my behalf … absolutely atrocious service … I parted with over £600 for a 4 night hotel only stay .. like someone else has mentioned on here … it’s disgraceful being able to take peoples money for services that haven’t been provided”

Helpful Report

Posted 3 years ago

“We booked a trip to St. Petersburg (and paid for the required deposit by credit card) not long before the COVID-19 outbreak. The trip was obviously cancelled, but my credit card was charged for full payment anyway. Then I was offered a refund voucher OR reimbursement after 12 months. The 12 months subsequently became 18 (due to COVID-related changes in the Italian regulations). But after 18 months I found that the “reimbursement” consisted in another voucher issued by the partner company PERFECT STAY, with a much more limited range of options. No answer on the phone, no way to contact them via email. I call this highway robbery”

Helpful Report

Posted 3 years ago

“My wife has broke her arm and it is in a cast so we wish to change the dates. Despite all the advertising about how easy is to change dates they want £163.00. Wish I had never used this company”

Helpful Report

Posted 3 years ago

“I can't believe I have had to contact them over 8 times just to get a receipt for my stay. Still waiting........🙄 How hard can it be to provide a receipt. Their call centres are useless with the same scripted BS”

Helpful Report

Posted 3 years ago

“Absolutely useless, don't keep you updated. Flights change and they don't tell you, customer services are rubbish and unhelpful. Pay for things that they then mess up and you lose. Avoid this company! We paid for my mum to see the northern lights as her 70th birthday gift, they have made mistake after mistake, not bothered to inform us about changes. Screwed up so much that she now doesn't want to go. Never again will we book anything with this company.”

Helpful Report

Posted 3 years ago

“Secret escapes have are still advertising a hotel that for this week that isnt even built and wont be for many months looking at other traveller pictures from today - icontacted them and asked if they were in breech of trading standards as t hey are promoting it as a luxury getaway in St Lucia - DO NOT BOOK but look at teh message board on trip advisor”

Helpful Report

Posted 3 years ago

“If I can give zero stars I would. This app/company is fake. There were no rooms booked at my hotel. What a horrible experience.”

Helpful Report

Posted 3 years ago

“Do NOT use this company! Please save yourself the stress. If you have an issue they will NOT help you at all. They will send you round in circles, you can’t complain about an issue over the phone, you have to write in, then eventually they say the issue and decision is down to the individual hotel and if you don’t like the outcome- tough! There’s literally no further you can go. It’s outrageous. I’ve never had such poor customer service in my life.”

Helpful Report

Posted 3 years ago

Secret Escapes is rated 1.3 based on 252 reviews