Secret Escapes Reviews

Name: Secret Escapes
Rating: 1.28

1.3 Rating 243 Reviews

7 %

of reviewers recommend Secret Escapes

Company Reviews

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Metrics

1.3

Based on 243 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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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

“Dreadful experience after Covid lockdown. Unable to contact Secret Escapes for two short breaks in April and May. Lesson learned.....never book with Secret Escapes.”

Helpful Report

Posted 4 years ago

“I have still NOT received a refund from them after the Hotel cancelled my holiday booking from 25th May to 30th May 2020 due to COVId -19. I am appauled with Secret Escapes Customer Services. Apparently they have outsourced their customer services and they have no access to any information. I have had so much contradictory advice from them. Firstly that they will NOT refund. Secondly that they can only refund if the Hotel gives them permission and Thirdly they have now advised that the Hotel must refund me directly? They are just playing cat and mouse and `DO NOT want to pay out. Surely they are the booking agent who have taken commission so if the Hotel refunds anything it will be without their commission.... DO NOT BOOK WITH SECRET ESCAPES...”

Helpful Report

Posted 4 years ago

“We have a booking for a hotel break 27th May 2020 in Cadiz Spain which we have been attempting to postpone to May 2021 since March this year. Secret Escapes have sent two circular type documents to us stating they have attempted to delay the booking but cannot and one email suggesting that they have decided that I want to cancel and unfortunately, no refund can be provided. I have sent numerous emails to them stating that I wish to delay the booking for one year but without any response from them. I have had more luck emailing the hotel itself and they would like to help but say that the postponement can only be made through and by Secret Escapes. Using contact us, Secret Escapes now state that the booking cannot be postponed. Funny though, the hotel has confirmed that they have not received payment for our booking”

Helpful Report

Posted 4 years ago

“Have previously booked with Secret Escapes and had a good experience. Booked a 2 night trip (4 rooms for our adult children and partners) in February for my husband’s 60th in May. The hotel notified us at the end of March to say they would be closed in May, told me to forward their email onto Secret Escapes which I did immediately. Since then had 2 emails from SE to say they are very busy. Have requested a full refund and to date still not heard anything! I will never book with Secret Escapes again - their customer service is worse than dreadful.”

Helpful Report

Posted 4 years ago

“Secret escapes cancelled my holiday due to covid19. Offered a credit note. I replied advising require refund, no reply. I will be contacting my cc company. Hopefully they will due a charge back? Would Never book with these again. EVER!”

Helpful Report

Posted 4 years ago

“While I understand your policy. It is quite disappointing that at such an unprecedented time that your company is unwilling to be more flexible. You are forcing consumers to possibly put their health and safety at risk to secure a hotel and plan a trip that they otherwise wouldn't do. One does not know the state of the world or how long this pandemic will continue. How does a consumer in good faith plan a trip thay may never happen? Is there a manager or senior leader that I can further dispute this with? This company is disgraceful and I will never use them again. Do yourself a favor and use a more reputable company going forward”

Helpful Report

Posted 4 years ago

“Don’t use this company we had no help from them after we paid for a 15 day trip to Vietnam which we didn’t get to . They just don’t want to know .”

Helpful Report

Posted 4 years ago

“Advise everyone to avoid booking anything with this company. Booked Diamond Resorts at Pine Lake for a 3 night stay. They informed us they were closed due to Covid and to contact Secret Escapes as we booked through them. Secret Escapes are determined we should request a rebooking but say it isn’t guaranteed the hotel will agree. Said no and that we were entitled to a full refund as our contract with them had been broken. Diamond Resorts say they cannot issue a refund as they haven’t received our money. Sent lots of emails and had replies from different members of customer services but refusing to do what the law says despite me quoting what CMA and Which both say. Not been offered a credit note. Will never book anything with Secret Escapes again. Notice you can't rate their Customer service now - wouldn’t even give it one star if I could. Appalling keeping hold of people's money when we all need it at this time. Even tried to make out I was cancelling the holiday”

Helpful Report

Posted 4 years ago

“I booked a weekend at the Crown Hotel Harrogate for 2 nights at the end of this month for a friend's birthday via Secret Escapes. On their FAQ it said to contact the hotel directly for a refund, which I did. The hotel said it didn't refund Secret Escapes vouchers! So Secret Escapes have pocketed the money if nearly £200. It's appalling that they have pocketed the money when people are furloughed or list their jobs! It must be illegal and is immoral! I will never use this vompany again!”

Helpful Report

Posted 4 years ago

“DO NOT USE THIS COMPANY THEY ARE ACTING ILLEGALLY WITHHOLDING REFUNDS FROM 1000'S OF FOLK. Despite many many emails and responses customers requests for refunds are being ignored . I for one will never use aain”

Helpful Report

Posted 4 years ago

“After using Secret Escapes many time I am totally disgusted that they are refusing to reply to emails and refund the cost of our hotel booking even though the hotel was closed due to Corvid 19. After contacting The hotel directly they informed me that they had refunded clients who booked directly with them and should contact Secret Escapes which I did to no avail. We will never use Secret Escapes again and after reading other reviews I think Secret Escapes will be losing a lot of clients.”

Helpful Report

Posted 4 years ago

“These highway men need capturing. It is not legal to refuse a refund when you have not been able to fulfil your contract. Despite numerous attempts to get a refund, Secret Escapes have still not stepped forward and I call on their directors to do the right thing, as their behaviour and conduct now will be remembered at every company they are involved in the future.”

Helpful Report

Posted 4 years ago

“I have been told by this company that I have to have a credit voucher and if I don't use it within 12 months, then I can have a refund providing the company is still trading. I'll not book with this company again.”

Helpful Report

Posted 4 years ago

“Totally Refuse to reimburse the cash payment holiday they cancelled through covid/19. Issued holiday refund credit note which at 74 years old is not acceptable and they are breaking the law , £1200 is a lot for us. Have sent several emails NO RESPONSE. USE THIS COMPANY AT YOUR PERIL .Plan now to direct our interest in Alex their CEO in London .”

Helpful Report

Posted 4 years ago

“Booked a 40th Anniversary weekend in Harrogate, Secret Escapes cancelled it and wanted me to rebook another date which we decided not to do, asked for a full refund instead which they refuse to give meaning that they are breaking the law, how do these company’s keep getting away with it. I will never ever book with these again. Appalling Customer Service.👎👎👎👎👎”

Helpful Report

Posted 4 years ago

“Booked 2 mini breaks with SE in March and April. Both cancelled re Covid. Despite numerous calls and emails. No response. Contacted hotel direct to ask to rebook for 2021. They are unable to help as they have never been paid by SE. Paid on CC via Paypal which means i am unable to claim refund via Section 75. First time user. Will never use again. Planning to contact Martin Lewis. SE need to be named and shamed for their appalling business practice. WILL NEVER USE AGAIN. OWNERS SHOULD BE ASHAMED....”

Helpful Report

Posted 4 years ago

“I booked a holiday via secret escapes for the first time and they cancelled due to covid-19 which is understandable but REFUSED to give me my cash refund. This is illegal to hold my funds when they cancelled my holiday booking. I will be pursuing this further as a legal representative and suing them which I will get compensation for too. No one is ever going to book with Secret Escapes again no matter how cheap your deals will be. I will wait for my 12 months to be up (as will the rest of the world) then we will demand our cash refund which legally they will be obliged to pay. Absolutely disgusting and appalling travel provider. They have no right to hold anyone’s money. The company owners should be disgusted in themselves they will end up in debt as they cannot manage their own business!!!!”

Helpful Report

Posted 4 years ago

“Trying to get refund for cancelled holiday especially now as money is particularly tight in line with other posters here. I have had good experiences with them in the past but clearly without the difficulties presented by Covid 19. Checked Secret Escapes T&C's and noticed that they have been updated as of 16/4/20. Amongst some minor changes is the significant addition of a whole new section under section C 47. This is entitled 'Refund Credit Notes'. I believe that if you booked and confirmed prior to this then the previous T&C's (without the RCN reference) will form part of your contract and hopefully make acquiring a refund easier.”

Helpful Report

Posted 4 years ago

“As with all other reviews I have had the same experience. Their customer service is APPALLING. We booked a long weekend to Lisbon for end of March which was obviously cancelled. I have been offered a credit with a cash refund if it is not used however I do not believe I will ever see the cash ever again. I can’t even find the credit so have no idea when it expires and no explanation. DO NOT BOOK WITH SECRET ESCAPES.”

Helpful Report

Posted 4 years ago

“On March 2, I booked a room for 4 nights advertised as a sale price of $101 on their calendar from a nightly rate of $128. There was a calendar and I chose the nights listed at the lowest rate. The site was a glossy website "jetsetter".com. I was actually charged $169.50 per night. Contact info was for Private Booking LLC. The reservation besides being for too much money was for a much smaller double room even though the confirmation stated we had a king room measuring 210 sf. The company supposed has a price guarantee but showing them 15 sites with prices of $106 or less was ignored. This company should be reported to an internet watchdog site.”

Helpful Report

Posted 4 years ago

Secret Escapes is rated 1.3 based on 243 reviews