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Secret Escapes Reviews

1.3 Rating 243 Reviews

7 %

of reviewers recommend Secret Escapes

Company Reviews

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

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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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The worst customer service as they do not respond to emails even after 2 months of attempts. They are holding my money which the hotel confirmed it in their hands, going against their terms and conditions. Wouldn’t ever consider booking with them again.”

Secret Escapes 1 star review on 12th June 2020

Secret Escapes 1 star review on 12th June 2020

Posted 3 years ago

“NEVER EVER USE SECRET ESCAPES AGAIN!! I had exactly the same experience with everybody here. Secret Escapes kept saying that they would refund but it never happened. They now has stopped replying my emails. I've using Secret Escapes for long time as they offered very good deals but I am not going to use them again. I will accept their non-refundable policy in a normal situation but this time is not. Those holiday cancellations are not our decisions.”

Posted 3 years ago

“Secret Escapes has the worst customer service experience and if you need help and support you will not get any and you will never get your money back”

Posted 3 years ago

“I had booked to go to Pine Lakes on 23 March. We did check in but checked out again after the announcement re Lockdown and the fact the Lake District was closed to visitors. They are apparently dealing with requests for refunds / change of date in the order in which holidays took place. Well my holiday started on the first day of Lockdown and I have not had any offer of a refund or rebooking. DO NOT BOOK WITH SECRET ESCAPES”

Posted 3 years ago

“after many emails , totally gave up trying to call , now opened a dispute through my credit card , booked 2 short breaks in march , both cancelled due to government lockdown , secret escapes refuse to give a refund . We have used this company many many times over the years , they have now lost a very loyal customer , they are a company I can no longer trust , I will never book with them again”

Posted 3 years ago

“I booked a trip to Iceland for my Husband’s 60th that we should have been going to in March 2020. However, due to the current coronavirus pandemic, Secret Escapes ‘postponed’ the trip and they sent me a voucher with a refund with a 12 month expiry date. I emailed them asking if I could have a refund as there is no certainty we would be able to go within the 12 month period. I never got a response regarding my query which I emailed numerous times. I have however contacted my bank who have refunded my initial transaction.”

Posted 3 years ago

“DO NOT USE SECRET ESCAPES. Would of given no stars but unable to. Booked weekend stay for May, hotel was obviously closed due to COVID 19. Contacted SE multiple times, email, customer services and received lie, after lie. Was told today no refund as the hotel is offering a voucher scheme , spoke to hotel, first they have heard of it and no they are not offering a voucher. They haven't even been paid. NEVER USE THESE ROBBING CLOWNS”

Posted 3 years ago

“I was due to go to Cornwall in May 2020, this was cancelled due to the pandemic. I contacted SE in early May, and was told I would be offered a credit note within a week, still not in account we are in June and if I wanted a refund I would have through my travel insurance. The hotel wouldn't authorise one as I booked through a third party eg SE.SE won't give me a refund i have to go through the hotel, round and round in circles I go. I have gone through my credit card company who are looking into it, as I am not getting anywhere. I will never use them again, and I would highly recommend to proceed with caution if anyone was considering booking with them.”

Posted 3 years ago

“I should have known better than to book with SE again. Last time was a nightmare on a Gulet in Macedonia ( 2019). Filthy dirty ancient boat, awful food and rude staff. One couple abandoned the boat on the 2nd day and that said it all. This time I booked an expensive anniversary trip to S Africa for May which as you know was cancelled. From the start I should not have done it. I booked a week and when I got the paperwork it was only for 5 days! They wouldnt change it even though it was their mismanagement. As with everyone else I have repeatedly contacted them with no response. They are crooks and whats the betting they go into deliberate liquidation before anyone gets their money back.”

Posted 3 years ago

“Like ALL except the FAKES, I basically was ripped off by SE. Booked in January and canceled in March i try to get a refound since then even in cooperation with the booked hotel there is no solution in sight. Meanwhile it seems there is only one „SECRET“ TOMAS sending answers from the SE „support“ (the same useless texts over and over again). On FACEBOOK they advertise 4.5M fans, likes or whatever but this is long gone and there should be more people deleting their likes to make clear what this company is worth in times of trouble.”

Posted 3 years ago

“I was supposed to be travelling next week 9th of June 2020. Flight cancelled (Etihad) refunded 100% in 2 days. Secrets Escapes: being fighting with them, they lied saying they have paid the hotel and asked me to contact them in Abu Dhabi, so I did. The sales manager from the hotel said they haven’t received a single penny from secret escapes and that the reservation is cancelled, so secret escapes stole my money. I will take them to court!”

Posted 3 years ago

“I booked two hotel stays in Ireland in March 2020 to celebrate my retirement. Well we all know happened. But I have to say Secret Escapes are still holding nearly £600 of my money with No refund in prospect. At first they tried to fob me off saying ‘ they were unable to offer refunds’ as the hotels were non refundable and offered a possible future rebooking. I have sent countless emails to them - only to get appeasing replies. The problem is I cannot foresee a safe enough date in future to rebook- if ever want to travel abroad again ! I AM STILL WAITING !!! Secret Escapes are shockers....I will NEVER EVER look - never mind BOOK through their web site again for travel offers.”

Posted 3 years ago

“Horrible, horrible company -- would never recommend using! Trying to get my money refunded after the hotel kindly cancelled our reservation when NYC shut down due to the pandemic has been a nightmare. I provided them everything they requested and got nothing until I notified my credit card company. All of a sudden when a chargeback was issued they corresponded. Nevertheless still no final resolution 3 months later. Rude and unprofessional!”

Posted 3 years ago

“I am being refused a refund for a package holiday cancelled by Secret Escapes due to covid, they are withholding the refund for over 12 months and pushing credit notes on to people who did not want them. They are breaching package holiday regulations to refund within 14 days and are sending generic emails whenever challenged. DO NOT BOOK with secret escapes, they have no integrity when handling your money, there are many other travel companies who are doing the right thing, this is not one of them.”

Posted 3 years ago

“There should be an option to give a minus star rating! No response to our email and messages; we are trying to get a cash refund for our booking, we paid for a service that the company can not provide, so by law, we are entitled to a full refund. Do not trust this company with your money, they are trying to be clever by saying they "amended" our booking, we did not ask for our booking to be "amended" - we would like a full cash refund.”

Posted 3 years ago

“If it was possible to have minus stars I would select -100 for Secret Escapes. We booked a fabulous wedding anniversary trip to Croatia for 1 June, in an all inclusive hotel, plus flights. Obviously Secret Escapes cancelled this trip, with Covid-19. They firstly offered us a credit refund, which we refused, they then offered another £200 on top of the cost of the trip, which we refused. We just want our money back so that we can buy something special for our anniversary in stead...like garden furniture! Secret Escapes are in breach of contract and they don’t care, ABTA are not interested as Secret Escapes are not members, and neither are CMA or ATOL. They have taken our money, they have not paid airlines or hotels and they not providing any refunds. DO NOT BOOK ANYTHING WITH SECRET ESCAPES / THEY ARE FRAUDULENTLY SELLING HOLIDAYS !”

Posted 3 years ago

“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.”

Posted 3 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...”

Posted 3 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”

Posted 3 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.”

Posted 3 years ago

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Secret Escapes is rated 1.3 based on 243 reviews