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

Write Your review

Tell us how Secret Escapes made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“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.”

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 2 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 2 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 2 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 2 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

“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.”

Helpful Report

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

Secret Escapes is rated 1.3 based on 244 reviews