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

“Booked a holiday to Greece - Secret Escapes cancelled 20 May- they TOLD me i had a voucher good for one year. Law states they needed to communicate with me - offering me a full refund within 14 days of cancellation or a voucher - no phone call / no offer to refund my money, just a voucher. I've been fighting ever since - for my money. They have an interest free loan, which i didn't agree to. I paid Secret Escapes, yet I have to wait for the funds returned to them, before they can pay me!!!! I call / I email - only told the relevant department is working on the claim. Can't get the name of the relevant department nor a telephone number. Last communication from them 3oth May - a month ago. Asked to speak to a manager - service representative is NOT allowed to provide their manager name or contact telephone number. Disgraceful. What service - I have used this company for years, who are quick to take your money. The way they are managing this pandemic has caused me to now seek alternative destinations via a different holiday provider. They offered me a further 20% discount voucher if i kept the voucher. Why would i want to every use their service again? I will be logging a complaint with the financial ombudsman - name and shame their organisation. I doubt they will be in business for much longer.”

Helpful Report

Posted 4 years ago

“Numerous emails and phone calls, buck passing to the hotels to 'WAIT FOR THE HOTEL TO APPROVE THE REFUND' more lies and avoidance. No replies to emails. Cut off on the phone many times. The hotels are not paid until after the holiday so it is up to Secret Escapes to make refunds. First offer 100% credit note. Appalling service and now the latest 'offer' is an 80% refund and a 20% credit note for the future. Will Secret escapes still be around in the future for people to use their credit notes? I doubt it. We have been advised that only legal action will get a cash refund. DO NOT USE SECRET ESCAPES”

Helpful Report

Posted 4 years ago

“Terrible company generic communication to which you cannot respond to cannot get through on their number basically take your money and leave you high and dry will never book with them again”

Helpful Report

Posted 4 years ago

“Refund requested several times and they don't even have the courtesy to respond. Will never use them again and advise others to be aware!!”

Helpful Report

Posted 4 years ago

“I am so frustrated with this awful company after the cancellation of my package holiday to Greece & absolutely agree with all these terrible reviews. I know that I am legally entitled to a full refund yet after 2 phone calls (to someone who barely spoke English & couldn’t care less), 2 emails & 2 contact forms nobody has had the courtesy to reply. I have refused the credit voucher on every occasion yet that is the only communication I have had from them. I am now going down the chargeback route & they can be assured that this once loyal customer will never be using that voucher or their company again.”

Helpful Report

Posted 4 years ago

“This company seems to worryingly be unaware of their basic legal obligations - or even to have heard about the Package Travel rules. They have told me that they are waiting for the hotel to refund 'my' money which they will then pass back to me. This is the refund I have been waiting 3 months for. Definitely won't be using them again or recommending them.”

Helpful Report

Posted 4 years ago

“I wish I had read these reviews before I booked with Secret Escapes as I am now having the same trouble getting a refund for our ‘cancelled’ holiday to Iceland on March 17th.... the day the government announced travel restrictions. I have found it extremely difficult to get to speak to anyone with any authority to make decisions. Seems to be like they have telephone operators with limited English who say they’ll ring you back when they’ve spoken to a manager, then don’t! They have £1400 belonging to us and so far we have no idea when or if we will get this back. Stay clear of this company.”

Helpful Report

Posted 4 years ago

“Booked two hotel rooms for ourselves and our son and his wife for the end of April for my husbands 80th Birthday to Tenerife Green Golf Spa luxury resort This cost us £1526 for the two rooms without flights as you know the flights was all cancelled and all travel stopped contacted Secret Escapes by email about 9 times phoned them also several times All I got back was it was non refundable contact your Holiday Insurance WHY should my insurance company pay me back what secret escapes should give me back due to Coronavirus I contacted the hotel direct to ask for a refund and the emailed me back to say we cannot refund what we haven’t been paid in other words secret escapes have kept the money and refuse to give it back they offered to book me another time later in the year but we don’t know when we will be able to travel again so that option was no use at all I reported them on a government website and am now trying to get it back from my debit card company DONT be fooled by this. O pant look at the reviews they are terrible mostly 1 star and that’s only because that’s the least you can give them Terrible Customer Service Jet2 .com repaid my flight money back within two weeks secret escapes will NOT REFUND ANY MONEY Very unhappy with the customer service no help at all ??.?”

Helpful Report

Posted 4 years ago

“This is the only company not to honor any compensation / refund due to covid cancellations will never use again”

Helpful Report

Posted 4 years ago

“Absolutely shocking company. No one should go near a Secret Escapes holiday! At the first sight of any issue, Secret Escapes are renowned for toying with the law and will avoid refunding you at all costs. Their customer service is appallingly bad. Cheap like their knock off holidays.”

Helpful Report

Posted 4 years ago

“had my hotel stay cancelled late March but I’m still waiting to be refunded I never received the service I paid for so instead of refunding me secret escapes paid the hotel I’ve been offered a refund by the hotel but I’ll have to wait 6 months and less than what I paid totally rubbish company Now things are picking up they’ve got the cheek sending me emails of their new terms of refunds That should have been in place previously”

Helpful Report

Posted 4 years ago

“Appalling service never again will I have confidence to book with SE They have not responded to my request to refund my deposit paid in October for a package leaving 19th March cancelled by Viva Cruise who have refunded my balance but I am still waiting for the deposit paid to SE They have not responded to my recent emails, I have had the occasional bland patronising email a month ago asking for patience but this money over £1100 was paid to them in October and as pensioners we need this money returned but no one in SE will give us the courtesy of responding and letting us know when our money will be returned. I have emailed four times this week and no one has bothered to respond. It is very sad but there is no way this situation is acceptable and now we have to spend our lives pursuing what we are legally entitled to”

Helpful Report

Posted 4 years ago

“I do hope the COVID experience of many guests is sorted out as I had great experience with customer service after Fantastic trip to Iceland. An excursion was cancelled and they sorted out a refund quickly and without fuss. Dealt with questions, queries etc quickly and we had a great time. Shame about these reviews, hope it gets sorted for people.”

Helpful Report

Posted 4 years ago

“The worst customer service as they do not respond to emails even after 2 months of attempts. They are holding my money which the hotel confirmed it in their hands, going against their terms and conditions. Wouldn’t ever consider booking with them again.”

Secret Escapes 1 star review on 12th June 2020

Helpful Report

Posted 4 years ago

“NEVER EVER USE SECRET ESCAPES AGAIN!! I had exactly the same experience with everybody here. Secret Escapes kept saying that they would refund but it never happened. They now has stopped replying my emails. I've using Secret Escapes for long time as they offered very good deals but I am not going to use them again. I will accept their non-refundable policy in a normal situation but this time is not. Those holiday cancellations are not our decisions.”

Helpful Report

Posted 4 years ago

“Secret Escapes has the worst customer service experience and if you need help and support you will not get any and you will never get your money back”

Helpful Report

Posted 4 years ago

“I had booked to go to Pine Lakes on 23 March. We did check in but checked out again after the announcement re Lockdown and the fact the Lake District was closed to visitors. They are apparently dealing with requests for refunds / change of date in the order in which holidays took place. Well my holiday started on the first day of Lockdown and I have not had any offer of a refund or rebooking. DO NOT BOOK WITH SECRET ESCAPES”

Helpful Report

Posted 4 years ago

“after many emails , totally gave up trying to call , now opened a dispute through my credit card , booked 2 short breaks in march , both cancelled due to government lockdown , secret escapes refuse to give a refund . We have used this company many many times over the years , they have now lost a very loyal customer , they are a company I can no longer trust , I will never book with them again”

Helpful Report

Posted 4 years ago

“I booked a trip to Iceland for my Husband’s 60th that we should have been going to in March 2020. However, due to the current coronavirus pandemic, Secret Escapes ‘postponed’ the trip and they sent me a voucher with a refund with a 12 month expiry date. I emailed them asking if I could have a refund as there is no certainty we would be able to go within the 12 month period. I never got a response regarding my query which I emailed numerous times. I have however contacted my bank who have refunded my initial transaction.”

Helpful Report

Posted 4 years ago

“DO NOT USE SECRET ESCAPES. Would of given no stars but unable to. Booked weekend stay for May, hotel was obviously closed due to COVID 19. Contacted SE multiple times, email, customer services and received lie, after lie. Was told today no refund as the hotel is offering a voucher scheme , spoke to hotel, first they have heard of it and no they are not offering a voucher. They haven't even been paid. NEVER USE THESE ROBBING CLOWNS”

Helpful Report

Posted 4 years ago

Secret Escapes is rated 1.3 based on 252 reviews