Secret Escapes Reviews 

It was very easy and I will definitely use again ...this is my first time booking with SE ..the follow up from our booking was quick we booked our table in restaurant...all good . Thank you SE.

Easy website to use. Straight forward booking process. Immediate confirmation. Competitive price for overnight stay with dinner.

Shame on this company for their AI slop TV advert.

Great price deal & booking process was easy.
We had some good extras in with our deal which we really liked.
Not been on our break yet but so far very happy! 😊

Always happy 😊 Always my go to for our breaks away.

Absolutely awful customer service. Firstly, the hotel we were booked into had major renovations planned during the time we were there. On pointing this out to SE, it was handled disastrously but they did eventually agree to move us hotels. We then asked for a twin room and was told we would have to request at the hotel on arrival and would be charged extra. Only on pointing out the hotel website itself said their rooms could be converted to twin rooms did they admit their error and confirmed a twin room had been requested. Then on checking our flight tickets, SE had entered one of the parties DoB incorrectly (despite having the correct DoB on their system). Again, their customer service refused to do anything about it and said just to turn up to check-in. Fingers crossed the actual holiday goes better and we actually reach out destination. Would not book with them again

Extremely disappointed with my experience booking through Secret Escapes.

I booked a stay at Rixos Doha (Transaction ID: A55365-SEUK-23282091) and received confirmation that my reservation was secured. This was not just a standard holiday booking – I had specifically chosen this hotel because I was planning to propose to my partner during our stay, making this an incredibly important occasion for us.

After my booking had been confirmed and I had made plans around it, I was informed that Secret Escapes would not honour the reservation due to an internal pricing error. The booking was cancelled, and I was offered a refund of £264.88 and a £35 credit.

What makes this particularly frustrating is that the booking remained confirmed for a considerable period before being cancelled. Had Secret Escapes informed me of the issue shortly after the booking was made, I could have booked alternative accommodation at a similar price. Instead, I relied on the confirmation provided and only later discovered that I no longer had a hotel. By that point, prices for the same hotel and comparable accommodation had increased significantly, leaving me to bear the financial consequences of an error that was entirely outside of my control. This cancellation occurred less than a week before I was due to travel

I immediately contacted Secret Escapes, explained the circumstances, and requested a fair resolution. I asked that the booking be reinstated, that equivalent accommodation be arranged, or that compensation be provided that reflected the actual cost of securing replacement accommodation at short notice.

Despite this, I received no meaningful response.

After waiting several days, I contacted customer services by phone. The representative was unable to help, so I requested that the matter be escalated to a manager. I was informed that no manager was available and that I would receive a callback. That callback never came.

The most disappointing aspect of this experience has been the lack of accountability and communication. Customers make travel plans, book flights, arrange time off work and organise important life events based on confirmed reservations. When a company cancels a confirmed booking due to its own mistake, the least a customer should expect is prompt communication and a genuine effort to put things right.

While I appreciate that a refund was processed, the £35 goodwill credit felt frankly disrespectful given the circumstances. It does not come close to reflecting the inconvenience, stress, disruption, additional expense and time spent trying to resolve an issue that was not of my making.

What matters is how a company responds to them. Unfortunately, my experience has left me feeling that Secret Escapes was more interested in closing the matter than providing a fair solution to a customer who relied on a confirmed booking.

Based on this experience, I would be very hesitant to trust Secret Escapes with any important travel arrangements in the future.

Very easy to book and a really good deal.

Using AI adverts to promote travel destinations feels very dishonest. I won't ever use this company as they clearly have no regard of how AI impacts people, artists, and the planet.

Thank you Marshall for all your help today. He even spoke with the hotel to add on my son for me. Will definitely use secret escapes again.

We have a package holiday to Sri Lanka booked before the Middle East Troubles. Flight is booked flying via Doha. Government FCDO advise against all but essential travel to Doha and travel insurance is null and void. Because of this we have asked Secret Escapes to offer an alternative route avoiding the area. They have been more than useless. 15 emails - endless phone calls and we are no further on with the holiday only 12 days away. I keep being advised that someone will get back to me but nothing. You cant speak to the right department and no manager is available. They obviously don't want to help and have no customer care. Do yourself a favour DO NOT book with this company

DO NOT USE THIS COMPANY!!! YOU HAVE BEEN WARNED!! TERRIBLE CUSTOMER SERVICE. YOU DO NOT GET ANYWHERE IF NEED TO CALL THEM AND SPEAK TO A HUMAN BEING!! THEY DO NOT CALL YOU BACK. They completely ignore your emails despite copying in the Customer Relations Manager (James Conway) If you do get a reply from the hub it does not answer your questions so you just keep going around in circles. We are getting married next week and this was our honeymoon. You have completely spoilt the run up to what should be a beautiful day. We are stressed and unable to sleep as a result

A great experience from start to finish. Everything was arranged and better than expected. The hotels were excellent and all the transfers provided were timed perfectly. What a perfect anniversary holiday. Thank you Secret Escapes!!

Very good choice of hotels and great offers. Always book Secret Escapes for our south-east England hotel stays.

Using AI advertising - I will not use this company going forward.

The print off of my booking did not match what I had paid for, I had paid for 2 people, 2 nights + 2 evening meal credits. Print off saying 1 evening meal, which meant a lost of £70.
I phoned expecting it to be corrected but was told that I had only paid for one meal, after explaining that this was not the case, I was asked to send screen shots which I did, I was told that it would be reviewed. I received an email to say that I had only paid for one meal. In all I made five phone calls through lack of communications from SE. 5/6 days later SE agreed that the booking was for 2 meals. I phoned the hotel and was told that others had had a problem with SE. Thankfully the last person I spoke to corrected the booking and was very helpful. The frustration was that I was treated as if I was in the wrong at times quite rudely spoken to, with no apology or compensation from SE.
A very poor response in all from SE for their IT problem

We booked a Rudding Park experience, great offer, tried booking at the hotel direct, but they could only match the offer and without the complimentary bottle of wine, so Secret Escapes it is. We got confirmation straight away. and then an email from the hotel. We liked that there were a few extras included in the deal :-) The booking process was quick and easy we would definitely check out Secret Escapes next time we're travelling.

I queried my upcoming Berlin booking after noticing that the hotel, Sly Berlin, was advertising almost the same price on their own website as Secret Escapes' "discounted" rate. On top of that, my booking doesn't include city tax or VAT, making it actually more expensive overall.

After a few days of silence from the initial handler (Liyabona), who confirmed the case was still being investigated, I called and spoke to Bradley, who was dismissive and repeatedly talked over me. His first suggestion was simply to cancel the booking. He eventually explained that Secret Escapes uses renegotiated hotel rates, which directly contradicts their own policy stating that discounts are calculated by reference to the hotel's own prices. If that were truly the case, the hotel's own website should not be showing the same or lower rate, especially one that includes city tax and VAT.

Had this been explained from the start, I could have cancelled and rebooked directly with the hotel during their early bird offer, which included the same benefits plus city tax and VAT. Instead, that window has now passed.

There is nothing unreasonable about questioning an advertised discount. Customers should never be made to feel like a nuisance for seeking clarity on pricing. To anyone hesitant to book, check the hotel's website and Booking.com first, and make sure you're comparing the total price including all taxes. If you did book and had a problem, hopefully you don’t speak to Bradley who seems to love his job as you will be left feeling dismissed.

The booking process was very easy along with very good value.
This was a rebooking for a hotel in Dubai which, with the current situation, we had to cancel. Secret Escapes still insisted on taking £35 cancellation fee despite the FCO advising against all but essential travel
To continue with my review:
Thank you Jamila for taking the time to look into my complaint, when are going to reply as it's been 5 days now. We had to cancel this booking as our travel insurance in not valid in the current situation as the FOC had advised against all but essential travel and in this climate we are really disappointed Secret Escapes still insisted on deducting £35 cancellation fee !!! All the other companies we booked through for this holiday refunded us in full because of the conflict. So please respond to this complaint with a refund on my account as we had NO choice other than to cancel.
An update to the review I posted as above: Secret Escapes (Jamila) emailed me directly to say they are willing to refund the cancellation fee. It's a real shame I had to post a negative review to obtain a response
however it's now resolved so thank you Jamila.

I booked a 2 night break on a Friday night however when we arrived at the hotel on the Sunday they had not received any notification and didn't have a reservation for us. Luckily they had one room left. This could have been a disaster as this was a surprise break for my husband.