Secret Escapes

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Secret Escapes

20% Would buy here again

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Spotlight: What are our customers saying?

A
Austin Myers
Secret escapes are the best, i am taking services for three years. I had a recent beach vacation with my family and it was a blast! We enjoyed a lot and they made possible Read on
P
Pierre P
I am having a terrible experience with this company! The problems have started immediately and they aren't looking like it is going to end (this for just 1 reservation!). 1) the gift voucher pro...Read on
M
Maaike linnenkamp
True COVID all flights were cancelled, we informed secretescapes one month before that we can not fly out . Since 2-1/2 months we have called them 9 times, sent 15 emails and still no answer whethe...Read on
K
Katrien Verstraete
Just received the umpteenth mail from Secret escapes: They've supposedly already paid the hotel and the hotel says they didn't get paid. Who's lying here? Besides, as a customer, I'm expected to...Read on
D
Deborah Castle
If I could give them zero stars I would. Booked hotel room in Dublin but had to cancel due to COVID-19. Hotel had not received payment so Secret Escapes could have provided a full refund. They refu...Read on

All reviews (5)

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    Would buy here again
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    Superb

    Secret escapes are the best, i am taking services for three years. I had a recent beach vacation with my family and it was a blast!
    We enjoyed a lot and they made possible


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    Terrible Customer Experience

    I am having a terrible experience with this company! The problems have started immediately and they aren't looking like it is going to end (this for just 1 reservation!).

    1) the gift voucher provided me in December 2019 could not be open and checked so I had to contact their support which gave me a dedicated code to use.
    2) the code provided could not be added to my account online or added to the reservation I wanted to make.
    3) The reservation made (without the code as it wasn't working) was a 24h free cancellation one BUT they decided to charge the entire stay on my CC without advising me during the reservation process!!!
    4) I emailed their customer support twice prior to my check-in 1 about the voucher which I could not redeem but I did not get any response.
    5) Within that week I had to call twice to get information about my situation (also because no-one from the company has reached out to me!!!). However, the customer service could not help me as it was up to the finance department in the head office (London) to review and reply to my problem.
    6) To my frustration the London office never got in touch. I had to call the customer service AGAIN one week after my check out and 1 1/2 week after my last call with them. Once more I was told that they could not help me out, that the problem was still with their finance department in London!
    7) After me complaining again (we are talking about nearly 1 month from the first contact and problem), the person on the phone told me that actually the team in London reply negatively to the ticket they opened for me. Which means no refund of any sort for the voucher I could not use.

    So to sum up, Secret Escapes is holding 250€ of gift voucher which I am entitled to used anytime I want through their portal BUT they don't allow me to use it, they don't allow me to add it to a reservation made through them and they refuse to refund it to me.
    The money is mine technically but they keep it hostage. They lack of response, poor timing and horrible customer experience will definitely keep me away from booking with them again. Furthermore, I will ensure I will pass the same experience with all my fellow colleagues who work in luxury hospitality around the globe and my friends and family.

    They really screwed up!

    Pierre P.


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    Costa rica

    True COVID all flights were cancelled, we informed secretescapes one month before that we can not fly out . Since 2-1/2 months we have called them 9 times, sent 15 emails and still no answer whether we can rebook or get a refund. We are $6,500 into this and our hard saved money is up in the air, we are still fightinh for it but would never recommend this company


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    a weekend trip to Zierikzee

    Just received the umpteenth mail from Secret escapes:
    They've supposedly already paid the hotel and the hotel says they didn't get paid.
    Who's lying here?
    Besides, as a customer, I'm expected to support the travel industry: I quote:
    "Like the entire travel industry, we and our hotel partners face major logistical challenges in these extraordinary times and we ask for your understanding for the fact that there are sometimes longer turnaround times for customer queries. We understand that the long waiting time is frustrating.

    The hotel where you have booked is currently also particularly affected by officially imposed travel bans and forced closures. Hotels all over the world therefore welcome any reservation as soon as the doors can be reopened for guests and travel is possible again unhindered.

    The unpredictable situation has had a huge impact on the travel industry. For this reason, we as a company have decided to offer a data change, which will allow you to make use of the trip at a later time. You can also support the hotel. You have already been contacted by e-mail in this regard".

    Why can't Secret Escapes do what other travel providers do? Because they go for profit maximization? Because they don't want to offend the shareholders?
    As if our income hasn't dropped because of the corona crisis either. If the travel industry, and Secret Escapes in particular, wants to survive, they will have to respect their customers a little more!

    Translated with www.DeepL.com/Translator (free version)


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    Hotel booking in Dublin

    If I could give them zero stars I would. Booked hotel room in Dublin but had to cancel due to COVID-19. Hotel had not received payment so Secret Escapes could have provided a full refund. They refused to and suggested I contact the hotel. Other third party organizations such as FlightHub and Expedia offered full refunds. Save your money and book with a company with integrity NOT SE.

    Hi Deborah, try to file a complaint with your credit card company. I hope you succes getting your money back. I have the same problem.


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