Secret Escapes Danmark Reviews 199

TrustScore 4 out of 5

3.8

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Company details

  1. Travel & Vacation

About Secret Escapes Danmark

Written by the company

Om Secret Escapes
Som medlem hos Secret Escapes finder du et stort udvalg af håndplukkede hoteller og rejser i Danmark og udlandet til lave priser.

Vi forhandler de bedste priser med vores hotelpartnere og leverer dem direkte til din indbakke. På hjemmesiden finder du refunderbare hoteltilbud og fleksible pakkerejser til destinationer i hele verden. Vi håndplukker og kuraterer de bedste tilbud samt sikrer endnu flere datoer end nogensinde før – også i ferier og weekender. Vi arbejder tæt sammen med vores partnere for at kunne tilbyde lækre hotelophold og rejser til fantastiske priser, hvad enten det er en kort storbyferie, en solrig badeferie i det sydlige Europa eller en eksotisk ferie langt fra hjem.

En af vores virksomhedsværdier er “Vi tager hånd om alle rejser”, og vi mener det virkelig. Vi sætter pris på, at du har tillid til os, og vores kundeservice sidder klar til at hjælpe dig med alt, hvad du behøver for at gøre din rejse så fantastisk som mulig! Kontakt os gerne, hvis der er noget, vi kan hjælpe med.

Contact info

3.8

Great

TrustScore 4 out of 5

199 reviews

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Replied to 100% of negative reviews

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Rated 2 out of 5 stars

Tabte 1.500, - ended good

Havde gavekort på DKK 1.500,- som nu er udløbet (Corona-tid). Bad om at få dem forlænget - ikke muligt.
Er det ikke lig tyveri?
Håber de i det mindste dornerer disse penge til noget nyttigt - at de har den smule samvittighed.

Update on March 28th: Secret Escape reverted and actually did extend the vouchers - I have already booked a hotel for my next trip. I did not believe in that anymore - had tried via Germany and via the UK - the answers were the same - sorry, nothing we can do. So I also raised a ticket with them.
So, my advice. Do not give up.

25 March 2022
Unprompted review
Secret Escapes Danmark logo

Reply from Secret Escapes Danmark

Dear Dorthe,

Thank you for your comments on Trust Pilot.
We are sorry that you did not had a good experience with our service. If you can provide us separate with more details we can help you better and an agent from our customer service team will check on how to help you.

Kind regards
Markus
Secret Escapes Team

Rated 1 out of 5 stars

Shameful Customer Support

Booked a hotel through Secret Escapes, firstly -- they used images from other places, not a true representation of the hotel and it's faclities.

Also, when we arrived we were immediatley uncomfortable, the room was dirty and did not meet expectations, I wanted to contact Secret Escapes to help us remedy this, but the only 'customer service' they offer is a contact form through a website. But we were at the hotel and in that situation then and there!

We ended up getting covered in bed bug bites from our toes to our thighs, that ruined the rest of our trip.

Would have preferred to sleep outside to be honest, at least we wouldn't have paid over 200 eur for a room that couldn't provide basics (i.e. soap, shampoo, clean linens.). I can't believe how misleading their website is and that they even allow their customers to book in such a place.

25 July 2021
Unprompted review
Secret Escapes Danmark logo

Reply from Secret Escapes Danmark

Hi Gadegaard,

Thank you for your Trustpilot rating.

We are very sorry to hear that your holiday did not went as planned. We would like to assure you that Secret Escapes is extremely conscious of the importance of customer satisfaction, and reiterate our genuine regrets for any disappointment caused.

I have passed your case to our customer service team who will be in touch with you as soon as possible.

Best regards

Lukas
Secret Escapes Team

Rated 1 out of 5 stars

Awfull, wrongful booking and no service

Nice with the reply Secret Escapes - but to which e-mail shal we forward the whole dialogue to?

Awfull and slow service, secret escapes have made an error in the booking and have yet failed to compensate the guest for what the guest have booked and paid for, even though it is a mistake done by an employee at secret escapes.
We as the guests are trapped in a conflict between the hotel management and secret escapes while being tossed around different and available hotel rooms. This has been going on for three days while Secret escapes supposely are 'handling' the situation.

Trapped in a very special deal, in a very special hotel on a tropical secret escape in Thailand... To be more precise Koh Samui and at hotel Impiana, which at the moment is going through renovations, my family and I have booked a "secret escape" to get away from the christmass stress...
What we unfortunately didn't know was that we left one stressfull environment to just enter another one - now stranded as migrant objects tossed around by the management and secret escapes' customer care.
Since sunday morning we have been struggeling with impiana hotel and Secret escapes. Trapped in the middle, and kept in the middle by secret escape who doesnt take any sort of responsibility...

All in all
- we have been moved to 6 different rooms  by the hotel.
- paid 2500 $ for a cottage we didnt get.
- Paid 200 $ to talk to secret escapes in dk/norway.
- been offered alternative rooms at the dumpster area
- been offered an 'upgrade' from seaside rooms to wallfront views

The hotel management and secret escapes have explained that an error in the booking was made by an employee at secret escapes.
We are now in a waiting period. Stuck in between. Have payed a lot of money. And are convinced that secret escape with their high standards will fix it. So we can trust the product from secret escape in the future.

18 December 2018
Unprompted review
Secret Escapes Danmark logo

Reply from Secret Escapes Danmark

Dear Sabrina,

Thank you for taking the time to share and review your experience with Secret Escapes.

We always make sure that our members receive the best possible service as we know what your expectations to Secret Escapes are. Therefore, we are particularly sorry to read that our service didn't meet your expectations and has come to these inconveniences. We can assure you that we will critically review your feedback to ensure that we fully meet your expectations to us and our service in the future and that such complaints do not recur.

Could we kindly ask you to send us an email in this regard, because unfortunately we can't assign your booking without reference. We will review the entire correspondence and pursue your request again.

We look forward to hearing from you.

Kind regards,

Secret Escapes

Rated 5 out of 5 stars

Perfekt 😊

Super hotel
Super service

22 September 2015
Unprompted review
Secret Escapes Danmark logo

Reply from Secret Escapes Danmark

Hej Kaj

Tak for din dejlige feedback!

Vi er meget glade for at høre at I havde et dejligt ophold.

Med Venlig Hilsen
Secret Escapes

Show reviews in all languages. (199 reviews)

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