I have happily used Secret Escapes for many years, but I fear no longer. I booked a hotel stay in Nice with Secret Escapes for 3 nights- 2 rooms in April. After several emails I have just received another from SE abrogating all responsibility... usual story contract wasn't with them ( my credit card shows I paid Secret Escapes ), a line suggesting I should have postponed and rebooked ( I can't it was a holiday for American friends who can't return),SE hides behind Ts and Cs and a unilateral decision from SE's employee, Larissa, that she has asked the hotel to send me a voucher with the caveat that "the voucher will be issued by the hotel directly to you and therefore the hotel is solely liable for facilitating the redemption and ultimately the provision of the booked stay.". Secret Escapes I will be taking this further and hope to get a sensible reply from you. If Booking.com can refund hotels why do you feel you are exempt- booking.com is an "agent" too ?

Bra jobbat med återbetalning av avbokad resa!

Hade en resa bokad i mitten av april. Det är SE som själva levererar resan vilket innebär att det är de själva som har återbetalningsansvar. De vägrar helt att betala tillbaka. Grymt oseriöst företag som jag varnar andra för att köpa resor av. Uppdatering: Jag blev aldrig kontaktad av er kundtjänst som du skrev Samantha, men pengarna har betalats tillbaka. Tack för hjälpen!

Vi har bokat en hotellvistelse utanför Palma, Maritim Hotel Galatzo, 19-26 juni via Secret Escapes som vi inte kan utnyttja p.g.a. pandemin. Flyget är inställt och vi har en son som tillhör riskgruppen. I går fick vi ett Mail från SE om att vi inte får några pengar tillbaka??? Ursäkta, men vad är det för trams? Ni har faktiskt inte betalt hotellet ännu, så våra pengar är fortfarande hos er. Vi har haft ytterligare en bokning under pandemin via Airbnb och de har betalt tillbaka våra pengar trots att vi inte hade något avbeställningsskydd. Ta ert ansvar Secret Escapes, precis som alla andra får göra, annars kommer ni inte att finnas till efter pandemin. Vi förväntar oss en återbetalning inom kort! Lars

DO NOT book with Secret Escapes. They will not give refunds when your holiday cannot be provided. They are breaking the law. Section 75 of the Consumer Credit Act states that a business must offer a refund within 10 days if a service or goods cannot be provided or are sub standard. Do not book with these crooks, NEVER AGAIN. They just try and fob you off with a lame answer !

Well here we are a further TWO WEEKS ON from Secret escapes last apologetic reply to my 1 star review re their open keeping of over £3,000 in paid holiday money that since March they have flatly refused to return despite FOUR requests for a cash refund and despite the polite no doubt auto generated email responses stating "please private message us to discuss" or "Sorry etc etc, this has been raised with our customer services team and they will be in touch with you SOON" PLEASE dont be fooled by the above if you were even remotely thinking you may be contacted or that you might be in with a chance of getting your money back, they have done neither, the private messaging just generates a reply that you have been awarded a credit refund note.... They openly stated to me they will be keeping monies for TWELVE MONTHS... after which time if you havent used the voucher YOU CAN APPLY FOR YOUR OWN MONEY BACK!!! So it seems as previous loyal customers we are now be used as interest free loan lenders without our consent, nothing but DISLOYAL and FRAUDULENT, we shall never again use this company and sorry to say I can only hope they eventually cease trading through their malpractice and disregard to how they treat their customers. We are in the process of seeking to recover our money via our credit card provider, failing that we shall spend the £105 required to lodge a case against Secret Escapes at the small claims court to recover our money. Who would have thought a holiday company could behave this way? I have just lodged a complaint re them via the government website of the Competition and Markets Authority. I suggest if everyone who is unhappy at how they have been treat submits one, (it is easy and only takes a few minutes, this review page wont allow me to post a link but it is easy to find with a search), then this may increase the chances of C.M.A. bringing them to book.

Björne och jag har bokat så många hotell och resor genom Secret escape. Island, Paris, Prag. Östersund, Åre, Örebro, Karlstad, Norrköping, Grythyttan m.m En sak är säker.. Vi har aldrig blivit missnöjda!!! ❤️ Vi kommer fortsätta boka genom Secret escape och rekommendera Secret till alla vi möter på. Vi ser fram mot bättre restider.. 🗼⛲💒 Vänligen Christine🙋‍♀️

I am one of the many VICTIMS of this company. I had a very bad experience with Secret Escapes. I booked a trip with them to Costa Rica in March. While, I was there, my return flight was cancelled. I contacted their support several times to help me with rebooking but they refused to provide any help and they asked me to take this with the airline. However, I couldn't rebook a new flight myself because the booking was done by Secret Escapes. What is the purpose of booking with a travel agency if they provide zero support? Anyway, eventually the airline rebooked the tickets for me but those were also cancelled and at the end I found tickets on Skyscanner myself and managed to return home earlier than the scheduled trip. Secret Escapes not only refused to give me any refund for the cancelled flight/hotels etc. but they refused that my flight was ever cancelled at all! They rejected all the evidence I provided without showing any evidence themselves! After all I've been through, I had to deal with their terrible excuses and lies for days! Of course, the airline and hotels said that they can give me a refund but it has to go through Secret Escapes. So, Secret Escapes can actually make money out of this! I am sorry for all the other victims here, but I am more sorry for the employees of this company who need to follow such terrible practices coming from an even more terrible management. I am happy to hear that there are many other agencies that during this pandemic treat their customers with respect. These companies will survive the crisis. They even have the nerve to reply to the messages here. Please don't fall for their fake "politeness". And most importantly, PLEASE DON'T BOOK A TRIP WITH THEM!

Bokat paketresa till Venedig i maj, trots att det var paketresa vägrar de betala tillbaka pengarna enl paketreselagen. Deras svar: "Endast krediter är möjliga enligt konstens alla regler". Krävt full återbetalning men de svarat att de endast ger krediter på ny resa, står dom över lagen...?