Name: Secret Escapes
Rating: 1.32

“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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 years ago

“Hotel happy to refund but as SE have not paid them yet, they can not refund me. SE will not refund despite hotel being CLOSED. SE have CHANGED their Ts&Cs on 12th March! Read their rubbish replies on TWITTER @secret_escapes What a disgrace.”

Helpful Report

Posted 5 years ago

“Hotel happy to refund but as SE have not paid them yet, they can not refund me. SE will not refund despite hotel being CLOSED. SE have CHANGED their Ts&Cs on 12th March! Read their rubbish replies on TWITTER @secret_escapes What a disgrace.”

Helpful Report

Posted 5 years ago

“I am a 73 year old widow, I booked a holiday for myself and my 17 year old granddaughter to Morocco to start 7 April. Secret Escapes cancelled the holiday due to the virus. After countless emails by myself and my daughter in law we received no further information. We tried phoning to no avail. I do not want vouchers or credit notes, next year things could be completely different, with my granddaughter being in a another part of the country and me being another year older. I hope this company honours their policy and returns my money.”

Helpful Report

Posted 5 years ago

“Had to cancel hotel due to self isolating as mother-in-law is 94 and in poor health. Response from SE that hotel was non- amendable and non-refundable, so lost out. Under circumstances you'd expect better. Lesson learned. Will never use SE again.”

Helpful Report

Posted 5 years ago

“Absolutely disgraceful. In lockdown in lanzarote. They have failed to communicate in any form or offer support. They are not answering phones or e mails. Despite booking a holiday package with them our flight was cancelled and they couldnt care a less. We have purchased a rescue flight.... costing 1,700 from lanzarote to stansted. They need to sort this issue”

Helpful Report

Posted 5 years ago

“I appreciate that we are in the middle of difficult times for everyone but their response to the current pandemic has been appalling when other companies have managed to find solutions to help people. Terrible communication, no way to speak to anyone and no refunds despite the hotel we are staying in having a 100% refund policy if booking direct. Would never use them again, total waste of over £1,000.”

Helpful Report

Posted 5 years ago

“Awful awful company. I have used secret escapes over 10 times last few years. I sent a simple request for a cancellation certificate yesterday for my bank and they took upon this as ME cancelling. So no refund and nothing the bank can do now. Over 2k wasted. Times are hard and stressful enough as it is.”

Helpful Report

Posted 5 years ago

“Despite being atol protected and in their own terms and conditions saying they will refund holidays affected by coronavirus this is a lie! Paid almost 5k for a once in a lifetime holiday and in emails they first said they will only give credit on account for use at any time, then since advised this was for use by end of the year. We don't know when this will be over and I can't take another 2 weeks off work for a holiday when I've already lost the time for a holiday they no longer offer! Would give zero stars if I could.”

Helpful Report

Posted 5 years ago

“DO NOT USE - THEY HAVE NO REFUND POLICY - which is not obvious at the time of booking. They will not refund my trip despite the chaos of COVID - 19 DO NOT USE”

Helpful Report

Posted 5 years ago

“Not very happy... Impossible to get through on the phone. I rang the hotel direct yesterday who said they would happily change our dates (we are due to be going next week within the uk) but we have to do it via Secret Escapes. We cannot get through on the phone so we emailed them but got a stock email back saying that if we hadn't heard from them assume our break is going ahead... A bit difficult when we are being advised not to make unnecessary journeys.... Contrast this with a well known holiday cottage company who have already informed us that we can change the dates of our holiday next month for any available time during the next 12 months with no extra administration costs. The difference in customer service is startling. This is very frustrating especially as the hotel itself is prepared to move our booking and is indeed offering either cancellation or new dates to their customers. Next time I will book with the hotel direct rather than using this agency.”

Helpful Report

Posted 5 years ago

“Very very difficult to contact and receive any reply. Issues along the way with what was included in the package and having to book trips that only had the travel provided but not the entrance fee! Can get no reply re the coronovirus and how this might affect our holiday - just a standard message that says check with gov.uk for travel advice! Won't book with them again - very unprofessional and give absolutely no confidence.”

Helpful Report

Posted 5 years ago

“Very poor customer service during Coronavirus outbreak. I have tried to contact 3 times about altering one element of package. No response!”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult

Secret Escapes Reviews