Secret Escapes Reviews

Name: Secret Escapes
Rating: 1.31

1.3 Rating 257 Reviews

7 %

of reviewers recommend Secret Escapes

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1.3

Based on 257 reviews

Customer Service
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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 4 star review on 27th March 2025

Ann Ferrier

Anonymous

Anonymous // 01/01/2019

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

“I’ve never left a bad review before, but I’m honestly so frustrated with Secret Escapes’ customer service. I needed to change the dates of a holiday and it’s been an absolute nightmare. It’s taken over a month so far and still isn’t sorted. They’ve sent through options that just don’t make sense, hotels over 2 hours from the airport, flights at completely the wrong times, etc. To try and make things easier, I even sent them a screenshot from their own website with a holiday they’d previously quoted us for, same destination, correct dates, and suitable flight times. It was actually cheaper than what we originally paid. Despite that, they refused and said they can only use prices “published on their website” (which is exactly what I sent them). Instead, they’ve come back with a different hotel, a lower standard car, and expect us to pay an extra £60. Communication has been just as bad. I’ve asked multiple times for a phone call, but the only times they’ve tried to call were on bank holidays. When I’ve called them, I’ve been on hold for up to 40 minutes, only to be told it’ll be dealt with over email and then you wait weeks for a reply. It’s been stressful and unnecessarily difficult from start to finish. The holidays might look great, but the customer service has been really disappointing.”

Helpful Report

Posted 1 week ago

“Ok to book with however if anything goes wrong staff are dismissive and will not help when they are to blame. We were left stranded in Istanbul due to Secret Escapes booking our 2nd onward flight 24hrs later (the wrong day) when contacting them to sort out we were told multiple times talk to the airline they did not care or try and understand the situation. After placing a complaint with them on our return the complaints team understood and confirmed in writing it was their error when their team booked the flights. As way of compensation for being stranded, losing a day’s holiday, missing a pre-arranged tour and transfers not re arranged from airport to hotel. They offered 80 UK pound Credit for another holiday, if anyone reading this feels that the above only warranties this type of compensation please book with them. We have used Secret escapes for the past 11 years and will not be using again not over the error in flights but the way the complaints team have also been very dismissive and lack of understanding what this situation put us through”

Helpful Report

Posted 2 weeks ago

“They made numerous errors in our booking including; - Wrong hotels named - Missed cities from the itinerary - Wrong tour dates The worst of it was they failed to correctly book our fights so if it hadn’t been for the airline on the day of departure we would not have been able to travel. The Customer service staff were never able to resolve any of the issues and even though we have formally made a complaint since returning home they haven’t had the decency to respond”

Helpful Report

Posted 2 weeks ago

“Booked hotel and was offered a daily meal credit of £28 which I took as I thought it would save money. Meal credit only included food and excluded drinks. I was spending less than this on food alone and hotel said this was a matter for Secret Escapes to resolve. Needless to say they refused any responsibility for the misinformation they provided. Nice website which I will use for ideas but will never book through them again”

Helpful Report

Posted 2 months ago

“From start to finish this holiday has been a nightmare total misrepresentations the hotel was terrible, booked and paid for excursions cancelled or didn’t turn up. Travelling with my children this was a nightmare. No help what so ever really difficult when your in a strange company with no help from customer services promises of getting things sorted to no avail/ can’t wait to get home. Please be very careful when booking if you so wish. They seem to forget they have a contract with the customer not there representative in Iceland. All they care about is taking your money. They owe me over £1200.00 for trips I had to pay for as there excusions didn’t turn up or were cancelled let’s wait and see how long they take to resolve this. Once they have taken your funds they want nothing to do with it:”

Helpful Report

Posted 5 months ago

“Tour was good, but they were unwell to sort an issue with their chosen hire car provider. They seem to forget that the customer has a contract with them, not their providers. The premium they charge is for them to sort issues, not leave them to the end customer!”

Helpful Report

Posted 1 year ago

“Dreadful, booked the safari last year and two weeks before we fly the days of the flights have changed!! Refund offered but money won't arrive for around 14 days which is after we should be away...”

Helpful Report

Posted 1 year ago

“They are horrendous. Their system malfunctioned and booked me the wrong dates i have screenshots of my screen a minute before booking. the employees took responsibility and said this has been happening. They have now blocked my number and are not offering me any refund or compensation even though admitting they were at fault.”

Secret Escapes 1 star review on 22nd January 2025

Helpful Report

Posted 1 year ago

“This platform appeared trustworthy, but after I made my investment, I was unable to access my funds, and all communication with their support team was cut off. I was devastated, thinking my savings were lost forever. Fortunately, I came across: 𝘌𝘮𝘢𝘪𝘭: 𝘴𝘶𝘱𝘳𝘦𝘮𝘦𝘢𝘴𝘴𝘦𝘵7 @ 𝘨𝘮𝘢𝘪𝘭 .𝘤𝘰𝘮 WhatsApp: +44 73-88-69-79-58. Their team was professional, didn’t require any upfront payments, and guided me through the entire recovery process. To my relief, they recovered my entire £277,400. I’m beyond grateful for their help and would recommend their services to anyone who has fallen victim to scams.”

Helpful Report

Posted 1 year ago

“Terrible customer service: Booked a trip to Lapland in December with our 2 young kids for trip of a lifetime. did the 2 part payment, but missed the 2nd payment date by day and half due to mix up on dates and emails going to my spam. Immediately called as soon as I realised. After them emailing to say they can re-instate the booking and after many calls over the past days. i've now received another email to say they cant instate the booking due to flights being cancelled. This is a holiday booking company who cant rebook flights...really!?? No idea if we can take kids away to see santa now And I have no idea what's going to happen with my £1600 initial payment Update: called and managed to speak with someone...they're keeping the majority of the first instalment (around £1000)!!”

Helpful Report

Posted 1 year ago

“All they want is your money, and no empathy when things go wrong.”

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Posted 1 year ago

“Very misleading and dishonest company. I booked a five night holiday in Morocco but when the itinerary came through I noticed there were just four hotel night stays. When I called to ask where we would be staying on the fifth night I was informed that my flight left on the fourth day it wouldn't be back in the UK until the fifth (at 12.30am) so they call it a five night trip. If that isn't absurd I don't know what is.”

Helpful Report

Posted 2 years ago

“Appalled by this company and its behaviour towards row solo women travellers in South Africa. I am travelling to South Africa tonight and was told today our hotels have been changed and cannot now be moved. The new hotels are 1/3 of the price, in a totally different location overlooking a motorway and with no shops and cafes and restaurants immediately around it and what’s worse, my friend from South Africa said the new location is significantly more unsafe and I was not to walk around on the street outside. In addition to this, I am convinced the change if hotels was done to save the company money as they and to move our bookings dates (due to an earlier mistake they had made) and did not tell us the hotels would change before we agreed to move the booking dates - and had we known we would have refused. Very shady. Has ruined our holiday before we have left the UK and taken up a considerable amount of time we don’t have.”

Helpful Report

Posted 2 years ago

“Warning - last minute changes to hotels initially advertised... to poor hotels that are not the 5 star luxury as promoted. I would suggest you don't spend your hard earned money with them. We have booked for Sri Lanka and are travelling on Thursday. The last hotel, where we spend most days, looks way below par. We have spent a week talking to their customer services but getting nowhere. Have found 2 reviews made in the last month of customers who have been to Sri Lanka and had the same experience.”

Helpful Report

Posted 2 years ago

“They were advertising an all inclusive holiday in The Maldives which was about half the price of other companies. Offer appeared too cheap to be true. Went to local travel agents to see if they could match the offer. They could get no where near that price. Having read all these reviews I have no intention of risking using this company.”

Helpful Report

Posted 2 years ago

“Supposed to have a hire car but couldn’t pick it up as only had a debit card so 150e for a taxi to get to the hotel. Spent two days trying to contact them. After finally speaking to someone and explaining that we had no transport so had to pay top price for food and drink at the resort and would not be able to get back to the airport they emailed back saying they couldn’t help so 150e for the taxi 300e to upgrade to all inclusive. Luckily we saw a jet 2 rep in the hotel and had got us booked onto the coach to the airport for 50e. The most stressful holiday we have ever had”

Helpful Report

Posted 2 years ago

“Dreadful company they sell you one holiday and then change it at the last minute to a far superior hotel and expect you to accept it and they will not give you back your MONEY”

Helpful Report

Posted 2 years ago

“Arrived at the supposed 5☆ hotel and instantly realised it was barely a 3☆. The hotel is dirty and run down. The upgraded room to a Premier room was a joke I dread to think what the normal room was like. We arrived very late at the hotel and had to grope our way through the badly lit grounds, we are both in our 80s and having to climb steep stairs carrying our own luggage is disgraceful. The first day and we are still waiting for the room to be cleaned. The grounds are all overgrown and really run down, the staff are not very friendly or helpful. We paid a lot of money for this holiday and we are disgusted and feel we have been ripped off. This is only our first day. I think some sort of compensation is in order.”

Helpful Report

Posted 2 years ago

“Terrible company, would never book with them again! They put misleading and false information on their website and then don’t respond to emails. I was sold a 4 star hotel when the advert on their website said it was 5 stars. I emailed them several times about this with no response. It’s false advertising and customer service is non-existent”

Helpful Report

Posted 2 years ago

“Faceless company everything on line if your lucky, Eurowings shockingly bad air line lost our bags for four days, over £100 for checked in luggage as well, Avoid.”

Helpful Report

Posted 2 years ago

Secret Escapes is rated 1.3 based on 257 reviews