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Secret Escapes Reviews

1.3 Rating 242 Reviews

6 %

of reviewers recommend Secret Escapes

Company Reviews

1.3

Based on 242 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

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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 1 star review on 3rd October 2022

Secret Escapes 1 star review on 24th August 2020

Secret Escapes 1 star review on 12th June 2020

Jessica Edwards

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

“There's no sense wasting everyone's time to repeat my experiences as they are the same as the others'. $1,800 US down the drain. No voucher offer. CC didn't refund my money. SE claims resort has the money and I should deal with them. Resort claims to have not received any money. I didn't even get a refund for the insurance I bought through SE (third party vendor). Horrible customer service and thievery. DO NOT USE THIS COMPANY OR ANY RELATED ENTITY!”

Posted 3 years ago

“Awful company. I had multiple hotels booked at the start of the year before Covid, however, in June unable to travel - the hotel in Dubai was closed, no flights going out but SE wouldn’t refund. The hotel was closed!!! There was no way they could provide the service I purchased. No replies, it was just a total was of time. I didn’t want a voucher as I didn’t know if everyone going would be able to next time etc. I ended up getting frustrated with the lack of response and completed a credit card charge back. Yes I had to wait some time given the circumstances but I got my money back. They still emailed me stating they noticed I did a chargeback and they don’t refund hotel only deals (disgraceful). But I ignored it and now happen to be in the clear where the money given back is mine and they can’t dispute it. I urge people to do the same! I wouldn’t use them again. Disgraceful company. I remember they sent everyone an email saying sorry, it’s hard times. We’ve made mistakes, we’re working hard to improve etc etc. Well nothing changed. Ive had great experiences with other companies like hotels.com and I’ll now be using them so much more as they provided me with brilliant service and hassle free refunds during the Covid period. Secret escapes - never again! From the reviews I see about you from other customers. I’ll be surprised if you have any left.”

Posted 3 years ago

“Voucher expired and couldn't use for 6 months due to COVID but have discriminated against me as told in accordance with T&Cs they can't extend but read a review that they extended the voucher of someone that complained on trustpilot. So what makes them different. A voucher expired is a voucher expired. Surely it doesn't matter who owns the voucher. Or does it!!!! I was told I had 5 months to use the voucher when in fact I couldn't as I already had a holiday booked when the voucher was gifted to me. When I wanted to use it was after April when I got more holiday. Absolutely disgraceful. Had money. Done nothing for it. Criminals. AVOID!!!!!!”

Posted 3 years ago

“Email from Secret Escapes on 19/05/20 to say holiday was cancelled. Declined vouchers and requested a full refund. Still waiting for it. Company have changed their phone number, new one looks to be overseas, and not responding to emails. Getting quite angry and upset now especially as we are Pensioners and Christmas is fast approaching”

Posted 3 years ago

“I had had good service from Secret Escapes previously, but now have had to rethink ever booking with this company again. I only wish I had read these recent reviews . I had booked a two day stay at a hotel but due to unforeseen circumstances had to cancel this in the next hour which I did on the advice of a Secret Escapes person. The hotel accepted the cancellation and made a note of it . My mistake was to naively consider that this was all that I needed and that Secret Escapes , knowing of my intention, would liase with the hotel. For that reason I did not return to their page so did not read of their cancellation clause . Yesterday my bank statement showed that the full amount had been deducted . I contacted the hotel who confirmed that they had received no money , so where has it gone and why am I being charged for no service being rendered ? My advice? Read the small print very carefully !!!!”

Posted 3 years ago

“Terrible Custoner Service- Very Uncaring. We were booked to go Island Hopping in Greece in September. We were due to Arrive in Athens, and then be taken from there the next day. We received an e mail 2 weeks before departure, to confirm that the Holiday was on. Due to the nature of the trip- involving several ferries, and different hotels, there were many questions we need answers for,- Due to Covid 19 restrictions. However, after finally getting a reply on the phone, The 'Advisor' was absolutely no help at all. All he was concerned with,Was telling us The Holiday Is going ahead- AND WE NEEDED TO PAY THE BALANCE. He would not advise us on Using Public Ferries, Hotel Restrictions, or any of our queries- Again just reminding us That the Holiday can go ahead. We decided we could not travel under these Circumstances, so we did not pay the Balance. We understand we would lose our deposit. We did e mail them to maybe suggest a credit note for our deposit, as we really would have used them again But, they could not even bother to reply. They had taken our deposit,- And we feel they just did not care any more about what was going to happen. We feel so let down with their attitude, and in Hindsight,are so glad we did not travel, as Who knows what would have happened if we had a problem abroad. Absolute Disgrace, And we will never use them again”

Posted 3 years ago

“Our booking for a weekend away in the Cotswolds was cancelled back in May. SE maintain that we have to deal directly with the hotel in question even though we paid our money to SE - not the hotel. The hotel as yet have not let us rebook the trip (first it was limited to Nov to Feb, not the May trip we had booked! Now they won't even let us re-book) and will not refund us either. £300 IS NOT A TRIVIAL AMOUNT OF MONEY TO US!! Do not trust this company, once they have your money they do not care about you anymore and you will lose out. Unfortunately the Ombudsman looks like the only way forward.”

Posted 3 years ago

“not wat we expected rooms was not wat advertised it was nosy dint have warter or minin bar with soft drinks i thinks they put us in the rooms no one wanted it was 40th anniversary they did notting the waiter give us some chocs and glass of chrampane”

Posted 3 years ago

“Booked a London hotel with TELEGRAPH TRAVEL in February 2020 for two nights in April 2020. WHAT A MISTAKE! They use SECRET ESCAPES. It is now nearly October and I haven’t had a refund yet! I have contacted Secret Escapes so many times by email and phone and have got nowhere. We are extremely annoyed at the customer service we have received from them not replying to our emails and putting the phone down on occasions,which is so rude. We feel totally let down by TELEGRAPH TRAVEL and SECRET ESCAPES.”

Posted 3 years ago

“We are still waiting for our refund from Secret Escapes! Our trip was to Italy to watch England Rugby. They will not repay the £1000.00 'commission' that they took on this weekend break. We will never use or recommend this company again!”

Posted 3 years ago

“Still awaiting a May 2020 refund. I have liased directly with the Hotel who have been very helpful and also advised that there direct booking was cheaper than the SE so called discounted rate. No response from customer services. Zero customers care. Non-existent service. Incompetent, unprofessional and using Covid 19 as an excuse to avoid their legal obligations. Avoid at all cost! This company should be investigated by the financial ombudsman.”

Secret Escapes 1 star review on 24th August 2020

Posted 3 years ago

“Absolute criminals, have no intention of refunding a cancelled hotel due to Covid, passing the buck at every opportunity, they reply to my emails blaming a different company and I can see I am not the only one. Do not use this company. Disgusting display of taking advantage of people during a global pandemic.”

Posted 3 years ago

“Watch out for the small print!! We booked a two night stay through Secret Escapes 1-3 June 2020 in Hyatt Murano Venice whilst on a 10 day trip to Italy. Easy Jet cancelled our flights to Verona and gave full refund. All the other accommodation we had booked have refunded deposits. The Hyatt Murano was closed so the accommodation was not even available if we had got there! Secret Escapes have advised they do not give refunds as paid the Hotel in full and the Hotel will not give refund either. Apparently it is written in their small print! We do not want a voucher we want a full refund of £294. Secret Escapes told us to claim through our holiday insurance which we took out a premium annual package and the holiday insurance advise that we are not covered through COVID even though the flights were cancelled by Easy Jet due to 'situations outside their control'! I cannot believe the attitude of Secret Escapes or the Hotel given the circumstances that we are all going through across the world. Secret Escapes claim that they paid the fees to the Hotel immediately, back in February when we booked the holiday. Even the credit card company have been unsuccessful due to small print in Secret Escapes terms and conditions where they state they do not offer refunds. It is so stressful for everybody and I feel for everybody posting on this site about the lack of care shown by Secret Escapes. Secret Escapes are still advertising holidays now and offering full refunds if cancelled but prior to 8 days of departure. Beware all, Easy Jet notify 7 days before departure!!!!”

Posted 3 years ago

“Still waiting for April 2020 refund. Nonexistent customer service, shockingly bad experience. No response to complaints.”

Posted 3 years ago

“No refund!”

Posted 3 years ago

“We booked a package holiday in Dec 2019 to Sri Lanka in July 2020. We declined a credit and requested a full refund. Since then they have stopped responding to my emails which I find frustrating and extremely rude. I will not book with them again and will certainly not recommend.”

Posted 3 years ago

“Never deal with this company. I booked a holiday in January 2020 which was £4795 to Jamaica Sandals. The holiday of a lifetime. The holiday got cancelled by the provider in May 2020, and after 6 weeks of getting no where I decided to invoke my rights under UK consumer legislation. This was successful and I got a refund from mastercard. About 4 weeks later, I get an email from Secret Escapes with sections of their contract terms attached saying I should have claimed on my holiday insurance and asked them to try and change the date. I ignored this and now I have a second stage charge back dispute going on with their supplied terms and conditions but no explanation asking me to comment on which I have done. This is stress and aggravation that normal people do not need or deserve. Just do the right thing secret escapes and where you have taken money from ordinary hard working people, refund it. I would not book with this company again and would never recommend.”

Posted 3 years ago

“I have been emailing Secret Escapes since lockdown to get a refund for a closed hotel. Last response, on 15th July, was 'We kindly ask for your patience whilst we liaise with the hotel, as replies from the supplier are slower than usual due to the current global situation'. Same response on 15th June, 15th May, 30th April, and 6th April. Avoid this company.”

Posted 3 years ago

“I booked a holiday on 23rd December… I booked a holiday on 23rd December 2019 to take my wife to a luxurious all inclusive hotel in Cyprus for a week in June 2020, through Secret Escapes which was paid in full at the time of booking.This was a surprise Christmas gift for my wife who has breast cancer and has been receiving treatment for the last four years. Secret Escapes cancelled the holiday on 20th May 2020. I have since phoned 4 times on : - 22nd May 2020 - 8th June 2020 - 30th June 2020 - 31st July 2020 Each time I have phoned I have been told that my request is being dealt with then nothing happens. I have also explained again and again that my wife has Cancer and this was a treat for her. Furthermore this is my money, £2000 plus which is being withheld from me. To add insult to injury, I have not worked since March 2020 and because I receive a small pension, less than £800 per month I did not qualify for any support from the government, this has also been explained to each operator but again, nothing happens. Today I asked the operator if he would speak to my wife which he did, he advised her that Secret Escapes could not afford to refund everyone and we may have to wait for a year before receiving the refund. The operator says that Secret Escapes has to recoup the money paid directly from the hotel and airline before I can be refunded, this seems strange as I paid extra money directly to the airline to select seats which had already been refunded to me from the airline. The operator then asked his colleague if I could be refunded today, his colleague said no that has to be agreed from head office and that was that. Neither my wife nor I were put through to head office to discuss directly with them. We have tried to locate the number for Secret Escapes head office but this is the same number as general enquiries. The service from Secret Escapes is atrocious, they have a duty of care to their customers which clearly is not being followed. Martin Lewis from the Money Programme has said on TV and documented on his web site that money from holidays cancelled by the operator should be refunded within 14 days, well, 11 weeks have passed by and still nothing. Suffice to say, I will never book a holiday through them again, furthermore I would not recommend them to anyone”

Posted 3 years ago

“I booked a holiday on 23rd December… I booked a holiday on 23rd December 2019 to take my wife to a luxurious all inclusive hotel in Cyprus for a week in June 2020, through Secret Escapes which was paid in full at the time of booking.This was a surprise Christmas gift for my wife who has breast cancer and has been receiving treatment for the last four years. Secret Escapes cancelled the holiday on 20th May 2020. I have since phoned 4 times on : - 22nd May 2020 - 8th June 2020 - 30th June 2020 - 31st July 2020 Each time I have phoned I have been told that my request is being dealt with then nothing happens. I have also explained again and again that my wife has Cancer and this was a treat for her. Furthermore this is my money, £2000 plus which is being withheld from me. To add insult to injury, I have not worked since March 2020 and because I receive a small pension, less than £800 per month I did not qualify for any support from the government, this has also been explained to each operator but again, nothing happens. Today I asked the operator if he would speak to my wife which he did, he advised her that Secret Escapes could not afford to refund everyone and we may have to wait for a year before receiving the refund. The operator says that Secret Escapes has to recoup the money paid directly from the hotel and airline before I can be refunded, this seems strange as I paid extra money directly to the airline to select seats which had already been refunded to me from the airline. The operator then asked his colleague if I could be refunded today, his colleague said no that has to be agreed from head office and that was that. Neither my wife nor I were put through to head office to discuss directly with them. We have tried to locate the number for Secret Escapes head office but this is the same number as general enquiries. The service from Secret Escapes is atrocious, they have a duty of care to their customers which clearly is not being followed. Martin Lewis from the Money Programme has said on TV and documented on his web site that money from holidays cancelled by the operator should be refunded within 14 days, well, 11 weeks have passed by and still nothing. Suffice to say, I will never book a holiday through them again, furthermore I would not recommend them to anyone”

Posted 3 years ago

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Secret Escapes is rated 1.3 based on 242 reviews