Secret Escapes Reviews

Name: Secret Escapes
Rating: 1.27

1.3 Rating 242 Reviews

6 %

of reviewers recommend Secret Escapes

Company Reviews

Questions

Metrics

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

Visit Website

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

Steven Davies

Secret Escapes 1 star review on 24th August 2020

Sally

Secret Escapes 1 star review on 12th June 2020

Jessica Edwards

Anonymous

Anonymous // 01/01/2019

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

“Emailed them about a deal to confirm hotel and flight details. Never responded. Glad they didn't as I ended up looking at the same hotel, flight etc as separate bookings and saved myself £250.”

Helpful Report

Posted 4 years ago

“Booked a holiday to Montenegro in March flying from Gatwick airport. Checked this information prior to flying and received an email confirming departure was from Gatwick. After waiting for over an hour at the check-in desk, we were informed that Gatwick do not fly to Montenegro on Mondays. Rang Secret Escapes only to be told that the flight is from Stansted. No one bothered to inform me and as they never issued me with the reservation number and because it was a ticketless flight, I was unable to check anything on line. Secret Escapes paid for the taxi from Gatwick to Stansted but refuse to pay for the unnecessary cab journey we took from home to Gatwick. They see the reimbursement as 'compensation'. Received an email apologising for the re-route at such short notice but once Gatwick finally got the booking reference number from Secret Escapes and shared it with me, the document clearly showed that this information was available on the 13th March - 'your return flight arrives at Gatwick airport but you depart from Stansted'. Will never book a holiday with them again.”

Helpful Report

Posted 5 years ago

“Secret escape COVID holiday cancellation - I’ve practically had a breakdown dealing with them. I’ve written to them more than 10 times, filled in their COVID forms more than three times emailed them more the ten times and have never had a response. I found that they finally acknowledged that they had my money and put it in as credit to the holiday account, with an expiry of April 2021 to use. They didn’t even have the courtesy to tell me that they were going to do that. They have no write to withhold my money. A terrible outrageous company, absolutely shocked how I’ve been treated.”

Helpful Report

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.”

Helpful Report

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 !!!!”

Helpful Report

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.”

Helpful Report

Posted 3 years ago

“Please do not book with Secret Escapes. I had a short break booked for May, it was cancelled due to covid 19. I have sent several emails, made several phone calls, I have even sent a recorded delivery letter to their Head Office. Secret Escape's customer service is appalling. They seem ablivious to the Government Legislation regarding refunds. I am still waiting for a refund, which I requested in back in March, when it was obvious that I would not be able to go ahead with my short break. I have been given the run around, with SE blaming the Hotel, then asking me to contact Roomer. I had a email back from Roomer saying that SE never paid the fee, therefore they could not responsible for refunding my holiday. SE have my insurance money and I am still waiting for a full refund for the hotel. Terrible service. Do not book with Secret Escapes.”

Helpful Report

Posted 3 years ago

“I am so frustrated with this awful company after the cancellation of my package holiday to Greece & absolutely agree with all these terrible reviews. I know that I am legally entitled to a full refund yet after 2 phone calls (to someone who barely spoke English & couldn’t care less), 2 emails & 2 contact forms nobody has had the courtesy to reply. I have refused the credit voucher on every occasion yet that is the only communication I have had from them. I am now going down the chargeback route & they can be assured that this once loyal customer will never be using that voucher or their company again.”

Helpful Report

Posted 3 years ago

“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.”

Helpful Report

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”

Helpful Report

Posted 3 years ago

“Hi Appalling customer service. I have repeatedly declined their offer of a credit to my account requesting a full refund. As I paid by credit card I have successfully obtained a full refund through Section 75 of Consumer Credit Act 1974. The credit card company can now deal with SE. Will never book with them again - because of their poor business model they are unlikely to exist in a years time or with reinvent themselves under some other name. Good luck everyone - I feel your pain.”

Helpful Report

Posted 3 years ago

“Absolute con ,Secret escapes won't refund and hotel says it's secret escapes who have the money .It clearly says in secret escapes policy that refunds will be made ? They are making millions of other people's suffering due to covid 19 ...I will fine their CO and he will know what it's like to be on the recieving end of my boot bloody robbers ..Never will we book with this company again ...No one seems to want to help and the customer services just lie about it's the hotel & not them who have the money ....hope you go down SE ...swines”

Helpful Report

Posted 3 years ago

“We have used them for years but I doubt we will EVER again. We paid them money. They show on our credit card statement. They are responsible for making a REFUND not a voucher as they cancelled our hotel. Tom Valentine and his management team have a lot to answer. He's on LinkdIn if you want to get hold of him or any of his colleagues: Alex Saint Alliott Cole Benjamin Holmes Laurent Laffy Thomas Hulme It appears they don't know how to (or think they don't have to) refund your money under the Consumer Rights Act 2015 from what I have read from the many reviews online. Read this in their T&Cs "2. Alterations by Suppliers Most changes are minor. Occasionally, we have to notify you of a "significant change" that a Supplier may make to a Product. A significant change is a change made before the commencement of your vacation which, taking account of the information given to us at the time of booking and which we can reasonably be expected to know, we can reasonably expect to have a material effect on your stay. In the unlikely event of the Supplier cancelling or amending your booking for a Product after the booking has been made, we will inform you as soon as reasonably possible (provided that the Supplier informs us). In respect to any significant change, if there is time to do so before departure, we will seek to secure from the Supplier the offer to you of the following options (depending on the nature of the Product you have booked): accepting the changed arrangements; or for hotel only reservations, a choice of accepting an offered alternative or cancelling your reservation with a full refund of monies paid. In the case of no alternative being available from the supplier, the Supplier may instruct us to cancel and give a full refund; or obtaining an alternative package from the Supplier, of a similar standard to that originally booked, if available. You will be responsible for payment of the applicable price of any such package. This will mean you paying more if the alternative is more expensive or receiving a partial refund if the alternative is less expensive; or cancelling or accepting the cancellation, in which case you will receive a full refund of all monies you have paid to the relevant Supplier." Come on Secret Escapes, contact me and tell me when we will get our refund. You can find our request on your website under one of our two bookings made by my wife on 04/02/2020. Luckily I paid by credit card so they'll be on to you next if I dont hear very very promptly. My stay was to be this weekend and you have not offered us the refund option. Tom”

Helpful Report

Posted 4 years ago

“Please get back to us regarding our trip as this is coming up in months time! We need you to know that our wedding has been cancelled because of Covid-19. We are currently in financial difficulties because of cancelled wedding and because of the fact that you have not acknowledged our refund requests. This is is the 10th time we are asking for refund. This was a honeymoon trip and you cannot have a honeymoon prior to wedding therefore please give us a refund ASAP. Please respond! Why are you not responding?! 1)We will not be held responsible for a no show if the flights are to go ahead on 3rd June 2020. 2)We take no flights has been booked as no confirmation has not been sent. 3)You are not responding to us. 4)Because of Covid-19 and because of the fact we had to cancel our wedding the very very least you can do as a provider is to give us a refund!”

Helpful Report

Posted 4 years ago

“Disgusting bunch of low life running this company! I to have just come off the phone for what seems like 100th time. Also sent e mails with no response. They have refused to refund the £2400 we paid for a holiday to Cyprus at beginning of April. Some people are already aware, we had issues with the booking right from the start, their customer services were very quick to quote various extracts from their terms and conditions forbidding any requests we made. As a holiday company they know the legal requirements relating cancellations/ refunds etc. They have chosen to completely flout the law, why is it they are allowed to get away with this? They have a plan and you can bet receivership is not far away! How can they possibly think any member of the public will ever book with them again. Hopefully my credit card company or Atol will comply and honour their obligations. Oh and before anyone else considers calling them regarding a refund, please don’t waste your time.there is avery nicely spoken woman at the other end who knows nothing, you go round in circles without achieving anything!! Absolute scumbags!!”

Helpful Report

Posted 4 years ago

“From reading all these reviews, I now have little faith of seeing my money again :( Had a hotel booked for large family celebration for my mum's 70th birthday. Hotel happy to not charge cancellation fee but said my money is with S.E. I have spent 5 weeks emailing and had two automated responses about them being busy. I am so angry for every person who is in the same boat :( SOMEBODY HELP US”

Helpful Report

Posted 4 years ago

“Total con artists had our trip cancelled to Italy (Rome) with the country on lockdown and hotel closed (The Glam Hotel) I have spoken to both and neither will Refund us the £711. We paid Absolutely disgusting of a travel company should be ashamed.”

Helpful Report

Posted 4 years ago

“Our holiday in Crete to celebrate our 40th wedding anniversary is, unsurprisingly, cancelled. The flight, car hire and airport parking all cancelled but we are being fully refunded by all three companies. The hotel in Crete, booked through Secret Escapes, is totally closed due to Coronavirus and Secret Escapes are holding £1050 of our money and like all these other reviews, they won’t return it - that is stealing from two pensioners and they should be ashamed of themselves.”

Helpful Report

Posted 4 years ago

“never ever book anything with this company, its run by VC who have absolutely no intention of paying customers back, and will probably put the company into administration when they have taken out their renuration we are owed over £3,000 (which they will not have paid out to the operators of the holiday) and refuse to engage with us DO NOT SE THIS COMPANY AGAIN this is illegal as it is in breach of contract”

Helpful Report

Posted 4 years ago

“I've also been ripped off by these people to the tune of £600 If we all contact ATOL WATCHDOG MARTIN LEWIS ETC as well as posting as much as we can on social media we might make them do the decent thing”

Helpful Report

Posted 4 years ago

Secret Escapes is rated 1.3 based on 242 reviews