Secret Escapes Reviews

Name: Secret Escapes
Rating: 1.35

1.4 Rating 262 Reviews

8 %

of reviewers recommend Secret Escapes

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1.4

Based on 262 reviews

Customer Service
Communication Channels	Email, Telephone

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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

“The Secret Escapes customer service representative at +1 (888) 821-5499 was extremely helpful and professional. They patiently explained my flight options, answered all my questions, and made the reservation update process simple and stress-free.”

Secret Escapes 5 star review on 13th September 2026

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Posted 5 days ago

“I would strongly warn anyone against booking an important trip with Secret Escapes. We booked a Venice package through Secret Escapes for a wedding. It was essential that we arrived in time for the rehearsal dinner, so we specifically paid Secret Escapes an additional £200 amendment fee to move to an earlier flight. Despite that, our flight reservation was manually cancelled within the booking administration process and nobody told us. We arrived at Gatwick at around 4:00am for our early flight, having checked in and paid for baggage and seat selection, only to be told by easyJet that our reservation was no longer valid. The booking was still showing as active in the Secret Escapes app. We had received no cancellation notice, no warning and no support. Despite sending multiple emails while we were stranded at Gatwick, Secret Escapes still failed to confirm whether our hotel reservation in Venice was active. We were left having to buy replacement flights and travel without even knowing whether our accommodation was secure. We were left stranded at the airport, had to buy replacement flights ourselves, spent almost the entire day at Gatwick, and missed the wedding rehearsal dinner we had specifically paid extra to attend. Upon arrival at the hotel, we were then placed in what appeared to be an inferior room category to the one we had booked. We raised this with Secret Escapes and provided photographs, but this part of the complaint was not properly addressed at the time. The worst part was the complaint handling. Secret Escapes initially blamed the airline and told us it was an operational easyJet cancellation. That was not true. We had to obtain written evidence from easyJet ourselves showing that the booking had not been cancelled by easyJet operationally, but had been manually cancelled through a tax refund process. Only after we provided this evidence did Secret Escapes reopen the investigation and admit that their previous explanation was wrong. They eventually refunded our direct costs, but only after repeated chasing, pressure and evidence from us. At no point did this feel proactive, transparent or properly handled. Secret Escapes has since admitted that: - the booking was manually cancelled within the booking administration process; - their previous explanation was inaccurate; - we should have been notified and were not; - the app failed to show the cancellation; - their failure caused our unnecessary journey to Gatwick and the extra Premier Inn cost; - their complaint handling fell short. After all of that, their “goodwill” offer was £100 Secret Escapes account credit. Not cash. Credit. With the same company whose error and complaint handling caused the entire situation. That is insulting. Why would I want credit with a company I would never trust with another trip? This experience caused huge stress, wasted an entire day, made us miss an unrepeatable wedding event, left us travelling without confirmation that our hotel booking was secure, and forced us to do all the investigative work ourselves just to get Secret Escapes to accept what had happened. Mistakes can happen. But the way Secret Escapes handled this was appalling. Based on my experience, I would never book with them again and would strongly advise others not to use them for anything important.”

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Posted 1 week ago

“By dialing Secret’s Escapes main customer service official number at 1-855-201-5621tm or 1-855-201-5621 OTA (Live Person), you can speak directly with a live person 24/7.”

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Posted 1 month ago

“By dialing Secret’s Escapes main customer service official number at 1-855-201-5621tm or 1-855-201-5621 OTA (Live Person), you can speak directly with a live person 24/7.”

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Posted 1 month ago

“I queried my upcoming Berlin booking after noticing that the hotel, Sly Berlin, was advertising the same price on their own website as Secret Escapes' "discounted" rate. On top of that, my booking doesn't include city tax or VAT, making it actually more expensive overall. After a few days of silence from the initial handler (Liyabona), who confirmed the case was still being investigated, I called and spoke to Bradley, who was dismissive and repeatedly talked over me. His first suggestion was simply to cancel the booking. He eventually explained that Secret Escapes uses renegotiated hotel rates, which directly contradicts their own policy stating that discounts are calculated by reference to the hotel's own prices. If that were truly the case, the hotel's own website should not be showing the same or lower rate, especially one that includes city tax and VAT. Had this been explained from the start, I could have cancelled and rebooked directly with the hotel during their early bird offer, which included the same benefits plus city tax and VAT. Instead, that window has now passed. There is nothing unreasonable about questioning an advertised discount. Customers should never be made to feel like a nuisance for seeking clarity on pricing. To anyone hesitant to book, check the hotel's website and Booking.com first, and make sure you're comparing the total price including all taxes.”

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Posted 3 months ago

“I’ve never left a bad review before, but I’m honestly so frustrated with Secret Escapes’ customer service. I needed to change the dates of a holiday and it’s been an absolute nightmare. It’s taken over a month so far and still isn’t sorted. They’ve sent through options that just don’t make sense, hotels over 2 hours from the airport, flights at completely the wrong times, etc. To try and make things easier, I even sent them a screenshot from their own website with a holiday they’d previously quoted us for, same destination, correct dates, and suitable flight times. It was actually cheaper than what we originally paid. Despite that, they refused and said they can only use prices “published on their website” (which is exactly what I sent them). Instead, they’ve come back with a different hotel, a lower standard car, and expect us to pay an extra £60. Communication has been just as bad. I’ve asked multiple times for a phone call, but the only times they’ve tried to call were on bank holidays. When I’ve called them, I’ve been on hold for up to 40 minutes, only to be told it’ll be dealt with over email and then you wait weeks for a reply. It’s been stressful and unnecessarily difficult from start to finish. The holidays might look great, but the customer service has been really disappointing.”

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Posted 5 months ago

“Ok to book with however if anything goes wrong staff are dismissive and will not help when they are to blame. We were left stranded in Istanbul due to Secret Escapes booking our 2nd onward flight 24hrs later (the wrong day) when contacting them to sort out we were told multiple times talk to the airline they did not care or try and understand the situation. After placing a complaint with them on our return the complaints team understood and confirmed in writing it was their error when their team booked the flights. As way of compensation for being stranded, losing a day’s holiday, missing a pre-arranged tour and transfers not re arranged from airport to hotel. They offered 80 UK pound Credit for another holiday, if anyone reading this feels that the above only warranties this type of compensation please book with them. We have used Secret escapes for the past 11 years and will not be using again not over the error in flights but the way the complaints team have also been very dismissive and lack of understanding what this situation put us through”

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Posted 5 months ago

“They made numerous errors in our booking including; - Wrong hotels named - Missed cities from the itinerary - Wrong tour dates The worst of it was they failed to correctly book our fights so if it hadn’t been for the airline on the day of departure we would not have been able to travel. The Customer service staff were never able to resolve any of the issues and even though we have formally made a complaint since returning home they haven’t had the decency to respond”

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Posted 5 months ago

“Booked hotel and was offered a daily meal credit of £28 which I took as I thought it would save money. Meal credit only included food and excluded drinks. I was spending less than this on food alone and hotel said this was a matter for Secret Escapes to resolve. Needless to say they refused any responsibility for the misinformation they provided. Nice website which I will use for ideas but will never book through them again”

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Posted 7 months ago

“From start to finish this holiday has been a nightmare total misrepresentations the hotel was terrible, booked and paid for excursions cancelled or didn’t turn up. Travelling with my children this was a nightmare. No help what so ever really difficult when your in a strange company with no help from customer services promises of getting things sorted to no avail/ can’t wait to get home. Please be very careful when booking if you so wish. They seem to forget they have a contract with the customer not there representative in Iceland. All they care about is taking your money. They owe me over £1200.00 for trips I had to pay for as there excusions didn’t turn up or were cancelled let’s wait and see how long they take to resolve this. Once they have taken your funds they want nothing to do with it:”

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Posted 10 months ago

“Tour was good, but they were unwell to sort an issue with their chosen hire car provider. They seem to forget that the customer has a contract with them, not their providers. The premium they charge is for them to sort issues, not leave them to the end customer!”

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Posted 1 year ago

“Secret Escapes offered us a journey of options, quality, luxury and a road a little less travelled. Celebrating a special birthday - we chose Secret Escapes options knowing they would have something to suit AND THEY DID. Always our go to for something different.”

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Posted 1 year ago

“Took my money for investment but never delivered Sup*reme*asset*7**@**gm*ail.**com helped me get my refund.”

Secret Escapes 5 star review on 21st March 2025

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Posted 1 year ago

“Dreadful, booked the safari last year and two weeks before we fly the days of the flights have changed!! Refund offered but money won't arrive for around 14 days which is after we should be away...”

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Posted 1 year ago

“Beautiful”

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Posted 1 year ago

“They are horrendous. Their system malfunctioned and booked me the wrong dates i have screenshots of my screen a minute before booking. the employees took responsibility and said this has been happening. They have now blocked my number and are not offering me any refund or compensation even though admitting they were at fault.”

Secret Escapes 1 star review on 22nd January 2025

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Posted 1 year ago

“This platform appeared trustworthy, but after I made my investment, I was unable to access my funds, and all communication with their support team was cut off. I was devastated, thinking my savings were lost forever. Fortunately, I came across: 𝘌𝘮𝘢𝘪𝘭: 𝘴𝘶𝘱𝘳𝘦𝘮𝘦𝘢𝘴𝘴𝘦𝘵7 @ 𝘨𝘮𝘢𝘪𝘭 .𝘤𝘰𝘮 WhatsApp: +44 73-88-69-79-58. Their team was professional, didn’t require any upfront payments, and guided me through the entire recovery process. To my relief, they recovered my entire £277,400. I’m beyond grateful for their help and would recommend their services to anyone who has fallen victim to scams.”

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Posted 1 year ago

“Terrible customer service: Booked a trip to Lapland in December with our 2 young kids for trip of a lifetime. did the 2 part payment, but missed the 2nd payment date by day and half due to mix up on dates and emails going to my spam. Immediately called as soon as I realised. After them emailing to say they can re-instate the booking and after many calls over the past days. i've now received another email to say they cant instate the booking due to flights being cancelled. This is a holiday booking company who cant rebook flights...really!?? No idea if we can take kids away to see santa now And I have no idea what's going to happen with my £1600 initial payment Update: called and managed to speak with someone...they're keeping the majority of the first instalment (around £1000)!!”

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Posted 1 year ago

“All they want is your money, and no empathy when things go wrong.”

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Posted 2 years ago

“I give them 4 stars because the room and hotel staff were wonderful but when you book a stay including evening meal don’t bother looking up the hotels menu and thinking ooh that’s a great menu because secret escapes customers get a very minimal menu for the evening meal for example, fish chips,minute steak and obviously something for veggies but the breakfast was excellent.so I would recommend ringing your hotel and asking if there’s a restricted menu for secret escapes customers before you book”

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Posted 2 years ago

Secret Escapes is rated 1.4 based on 262 reviews