Secret Escapes Reviews 

Very easy to choose an area , hotel and to check availability .Booking was simple and a detailed confirmation immediately sent out.

Absolutely amazing. The hotel hospitality was exceptional. The spa facilities were small but adequate. Swim, Sauna, and steam room small but wasn't busy.

The food was exceptional and chole the waitress and Bar maid was a real gem really knows how to make a cocktail so be sure to ask her to make.

Overall an amazing overnight stay and one were memories are made

Thankyou team

Information on property was very good. Easy booking process. Prices offered beat other competitors

The staff made the experience good. This was part of my 60th birthday celebrations. We arrived on the 1st June, departed on the 2nd June.
I would like to thank Cheree (Reception), she was helpful, kind and informative, so nice. Rose and Louise (Cafe), (Rose helped with my sisters dietary requirements), were helpful and engaging. Natalie, Sienna (Restaurant, Monday evening), very helpful and patient, especially with my sisters dietary requirements (Natalie I believe). Brooke and Eden (Restaurant) Tuesday lunchtime. Helpful and kind, and patient. Grace, who did my massage, she did well for her first day, was attentive and thorough with the assessment. And Jen, Treatment Reception, happy to talk as I'm a chatty person.
The view from the room was nice.
Unfortunately the rooms were very disappointing. Stains on the curtain, blown double glazed window. Radiator coming of the wall, the mirror lighting in the bathroom wasn't working on one side, and the mirror was extremely corroded on that side as well, and the seal behind the sink was coming away We had to request the Iron and Ironing Board, which apparently should have been in the room. Damage to the wall where the chair had rubbed against it. Cracks in the coving. Furniture was a little worn. I have a video if you wish to see it.
Also, we struggled to get a taxi (nearly an hour, so missed the train we were supposed to get), due to the lack of signal and even the in house Wi-Fi didn't help. Reception had to call a taxi and that was a bit of a struggle too, sadly.
Not sure if I would go back until a refurb of rooms took place, and this has made me cautious of attending any Champneys location. As I said earlier the staff were the ones that made our stay ok.

AI slop advert. Put me off booking with them. No need for AI for the theme of the advert, can very easily dress an actual actor up as a lobster. Lazy slop.

A very easy booking system and great deal on hotels

Whilst not a complaint, I reported some issues after a recent trip. Ali in the Customer Support Team handled everything considerately and thoroughly and went beyond my expectations. Great service from Secret Escapes who always deliver great trips, good value and efficient service.

So easy to look up where you want to go easy to find the perfect room and price really good. It’s exactly where we want to go in London for the cable cars walking distance

Very easy to find what I was looking for and to book

The website is so easy to navigate and to book. A lot of very good deals.

My only objection was that there was no indication that the included dinner in my booking could only be taken on the 1 st night, and not the 2nd night which was my preference. More upfront about such terms and conditions next time please.

We just spent 6 nights on a Secret Escapes tour of Tuscany and it was an absolute disaster.
The first place that they put is in Pisa was about a three mile walk from the city centre, in a residential area with no shops, bars or other facilities anywhere near.
However the real problems arose when we got to Florence. The alleged 4* accomodation came nowhere close. It was small, cramped and barely habitable. The furniture was all mismatched and damaged with the vinyl peeled away down to bare foam. The toilet was right next to the small shower cubible and the seat was completely broken. The bed was only accessible through a steep unsafe and unstable ladder to a mezzanine floor and the bed was directly positioned under bare roofing tiles. The "bar" was a coffee machine and the roof terrace was rotted and unstable.
When we complained, the hotel offered us a bottle of wine. We refused. We tried contact secret escapes and they did nothing. We demanded a partial refund because I literally spent the entity of our first day in florence trying to get the accommodation sorted out. And once we returned Secret Escapes refused any kind of redress and instead offered us a 50 pound voucher for our next holiday with them - as if they are ever getting a penny from us again.
We spent 2200 on this trip and their poor accomodation choices and abysmal customer service completely ruined the trip for us.
Never again

We've been customers of Secret Escapes pretty much since they were formed and have booked many holidays with them, all of which have been executed successfully.

I'm motivated to write a review now because of recent excellent service where, due to unforeseen circumstances we had to part cancel a booking on the day of arrival. SE liased with the hotel, got the cancellation and issued a credit refund. They didn't have to do this - it would have been within the Ts & Cs to have been too late to cancel but they did anyway. Good service deserves a shout out (@Diego) and we're already searching for our next break with SE.

Very repetitive email advertising at least every half hour maybe less.if I wanted to book an escape I would look for one .I don't want it shaved down my throat

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