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

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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

“If I could give no stars to Secret Escapes I would. I had a booking for this weekend in London and as Secret Escapes are effectively denying any responsibility as a booking agent, nor are they seemly supporting their suppliers, I cannot get a refund. I can re-book (which I actually wanted to do), but only if I give them new dates immediately....how can I do this when a) we don't know when lock-down will end and b) I don't know when I can re-arrange the rest of the trip (funnily enough, it's not only a hotel room that was arranged).....AAAAAAARRRGGHHHHHH!!!!!!!!! At a time when we should all be supporting one another, it's shameful that companies do morally questionable things like this.”

Helpful Report

Posted 4 years ago

“Bombard all social media about this scandal, Trust pilot, Facebook,everyone and anyone. They only bother with a waffly platitude, refund people's money. During this pandemic it is the right thing to do.”

Helpful Report

Posted 4 years ago

“Booked a long weekend through secret escapes, hotel closed due to current virus .secret escapes stating they do not offer refunds but we may be able to change dates. So basically old us something that is no longer available, surely this is illegal. Fully understand no refund if I couldn’t go. They seem to be the only company not offering refunds. Getting train tickets and theatre tickets and other hotel refunded but secret escapes sticking to the pre virus policies. By the way hard rock hotel sent me back to secret escapes cause they said that they wouldn’t of had the money from them yet for our stay in April. There has to be somewhere we can report them to surely, any ideas anyone.”

Helpful Report

Posted 4 years ago

“Basically I booked a 2 night stay with a hotel through them. Now the hotel has cancelled our booking due to Covid-19. I asked for a refund but they will only move the booking, even though I said it was for a birthday! Stay clear!!!!”

Helpful Report

Posted 4 years ago

“Do not book with them!!! Booked a weekend hotel and had the hotel email me offering cancellation or postpone. I cancelled and emailed secret escapes who claimed booking is non refundable and non changable. In the middle of a global pandemic they are the only provider who havent put their customers first. Will never use them again”

Helpful Report

Posted 4 years ago

“Contacted secret escapes as we had booked a long weekend away for my husband's birthday. They responded with an automated email, so o er a week later I emailed again. Got a response today of your break is non-refundable or non-transferable. We were unable to travel due to the countries lockdown. I will never be using secret escapes again as they are profiting from this international pandemic and taking people's money, Corporate Greed!!!!”

Helpful Report

Posted 4 years ago

“Booked a long weekend away for my husband's birthday and contacted secret escapes for a refund, as the country had gone into lockdown, got an automated response and then emailed again and I was told that what I had booked was non-refundable or transferrable so I have lost out on our break and the money I had spent. Never book with secret escapes as they obviously don't care about their customers and only about the money they are making out of this international pandemic.”

Helpful Report

Posted 4 years ago

“Awful customer service. Hotel in Iceland has offered to change the dates of our booking as we didn’t travel because of Coronavirus. We are happy with this. However hotel said that amendments need to be done by Secret Escapes as they booked the hotel. Contacted Secret Escapes by phone to see how to arrange this. They told me that booking was non refundable/transferable. Have now sent long email to Secret Escapes describing my situation. Received automated response that they are not looking at emails now! Told me to fill in online form but this form is really only applicable to those still to travel. All very frustrating!”

Helpful Report

Posted 4 years ago

“Please do not book with SECRET ESCAPES. We have waited weeks for a refund the hotel has agreed to . Have emailed , phoned , spoke to various people, without success..... I wonder if they are going bankrupt and that's why they are stealing our money ..? .Should be ashamed of themselves. Just gangsters in suits ...”

Helpful Report

Posted 4 years ago

“I've had exactly the same experience as other reviewers. Park International in London agreed our 3 might April stay should be refunded but would have to be provided by Secret Escapes. They refused, they are keeping the full amount of money - how does that work??? Dishonest disreputable and will NEVER use again.”

Helpful Report

Posted 4 years ago

“Never ever book with Secret Escapes! They have cancelled our holiday, stolen our money and now stopped all forms of communication. This pandemic won't collapse the company. Their thieving activity and lies will. At least when they hurry up and go bust we can get our money back. Can't wait until they lose everything like they have done to us.”

Helpful Report

Posted 4 years ago

“I booked Radisson Blu Durham through Secret Escapes for two nights in March 2020. I then received an email from the hotel to say that it has sadly had to close due to Coronavirus. I contacted the hotel reservations staff to request a refund and was told that Radisson had not received payment from Secret Escapes so could not refund me directly (obviously and quite rightly, in my opinion). I was also told that if I had booked directly with Radisson then it would have refunded me in full. The hotel kindly and politely suggested I contact Secret Escapes, so I did. Two unhelpful Secret Escapes personnel both refused to refund my money, and only offered a different date. However, I was going to Durham due to specific circumstances on the original date, so I told them a different date is no use to me. Secret Escapes still would not refund me. It seems very unfair that Secret Escapes is refusing to refund my money paid in good faith when neither it nor the hotel can deliver the service I bought. Even if Secret Escapes did pay Radisson, which it has not yet done, Radisson says it would refund anyway. It especially feels just plain wrong that Secret Escapes is happy to keep my money when it has not paid the hotel. Surely not what we should expect from any reasonable or reputable company. Very disappointing to say the least, and may lead people to think Secret Escapes is profiteering at this time of crisis. Secret Escapes subsequently emailed me with this ..... "We understand that in light of the ongoing novel corona-virus outbreak, you wish to cancel your booking with a refund. Hotel bookings made through Secret Escapes are non-refundable and non-changeable, and as such we are unable to provide you with a refund of your booking." So I replied as follows.... "You seem to have misunderstood, so I will say it again....... I DO NOT WISH TO CANCEL MY BOOKING FOR 29 AND 30 MARCH 2020. I would still like to visit Durham Radisson on 29 and 30 March 2020. However...... IT IS YOU THAT HAS CANCELLED BECAUSE YOU CAN NOT DELIVER MY BOOKING. The reason is....... The Radisson Durham is closed on the dates I booked. I THEREFORE WANT MY MONEY BACK. I hope I have made it simple enough for you to understand." Still waiting for a response.”

Helpful Report

Posted 4 years ago

“Like many people we are unable to travel due to government policy during the coronavirus outbreak. The hotel have cancelled the booking and cannot offer alternative dates. Secret Escapes have refused to refund the money and either ignored us or sent us round in circles whilst ignoring their own refund policy. This company is making a profit from dishonesty during a worldwide health pandemic. Their actions are disgusting and they do not deserve our custom ever again. When things return to normal, remember never to use Secret Escapes. We have been sent round in circles as they deflect from giving a refund. Never, under any circumstances, use Secret Escapes.”

Helpful Report

Posted 4 years ago

“Secret escapes what a disgrace in these terrible times the biggest challenge to our fantastic country since the Second World War they are profiteering by keeping our money for services the cannot possibly supply the hotel I am booked into from next Monday is closed so natural justice would say automatic refund. Not secret escapes they are keeping our money. The government has said they will clamp down on profiteering at this terrible time so beware SECRET ESCAPES BORIS WILL MAKE YOU PAY FOR YOUR TERRIBLE BEHAVIOUR. I WOULD URGE ANYONE READING THIS TO EMAIL WATCHDOG AT THE BBC AS I HAVE DONE THEY WILL SURELY HIGHLIGHT THIS INJUSTICE.”

Helpful Report

Posted 4 years ago

“avoid Really shameful how secret escapes are treating their customers in regards to corona virus. I’ve been sent back and fourth between secret escapes and the London hotel I’ve booked with them. Hotel issued full refund due to understandable circumstances while secret escapes stopped it and sent an internal communication to the hotel making them aware that they are not refunding any of their members, withholding money and insisting on rebooking ! While still emailing me that this is to the hotels discretion. When I finally proved that what they are saying is not true I’ve been told I can not cancel my booking. Newsflash secret escapes I’m not trying to cancel, I’d love to go on my birthday trip but I can’t due to Pandemic. Absolute disgrace, they should be taken to court for treating their customers this way in this trying times, trying to make money out of pandemic, shame on you secret escapes”

Helpful Report

Posted 4 years ago

“Keeping customers money when hotels have to close due to Covid 19 and then advising you to contact your insurance company to get a refund. Disgraceful and immoral profiteering from a crisis. Also in breach of their own terms and conditions. AVOID”

Helpful Report

Posted 4 years ago

“Booked for last week and the government said don't travel yet secret escapes say none refundable what a joke will be taking this further”

Helpful Report

Posted 4 years ago

“Should be no stars . Secret escapes are all the things previous reviewers have stated. They lie, Cheat and do not deliver but take your money. They do not respond to e mails and they say they cannot refund your money because they are not the supplier. So are they fraudsters? In these dreadful times of covid 19 Secret escapes totally immoral behaviour is unacceptable. They should be blacklisted and not allowed to trade at all. Hopefully covid will get them in Hatton Wall London!,”

Helpful Report

Posted 4 years ago

“We WILL NEVER USE AGAIN. Disgraceful company. I have been a loyal customer for many years through the good times and They have turned their back on their loyal customers when times are bad. How can their behaviour be lawful. No refunds on cancelled flights and closed hotels and they are keeping our money in their bank account. Total sham of a company. Shame on you”

Helpful Report

Posted 4 years ago

“AVOID THIS LAW BREAKING AMATUER OUTFIT SE have received refunds from hotels due to COVID 19 and are actively profiting from this deadly disease by refusing to pay back to customers what are legally obliged to refund per FCA rules and section 38.2 of their own T&C’s. This breaches many other civil laws which I have no choice in but to take to court, where is has been advised I will likely win, and SE will have to pay my legal costs, as they cancelled on me due a service that could not be provided and have no certainty when venues will open again. People want their cash back not a voucher we cant use for a year if atal. Given the shady operation we are now learning of, who would want to rebook with them? CASH refunds required only. This is more a matter of principal that my money back now. The staff (if you can get through to them) are abnormally rude, unhelpful, and repeatedly ignore legislation as confirmed by a solicitor to continue unlawfully benefiting from this crises. Their unprofessional and illegal conduct speaks volumes about their operations, as clearly CEO Alex Saint is the kind of person that spends his days flicking alphabet spaghetti at the wall in the hope a new debunked regulation will write itself. Avoid this mickey mouse shambles at all costs! They only respond when negative press is posted on social media platforms and never emails / phone calls, so lets make this happen”

Helpful Report

Posted 4 years ago

Secret Escapes is rated 1.3 based on 244 reviews