I wanted to book a hotel but needed to make sure that accessible rooms were available since my wife uses a wheelchair. I used Secret Escapes contact system to get answers to my questions etc. This wa... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The booking system is easy to use and easy to navigate. Unfortunately on the particular booking I was looking at it only offered 1 room and not 2 despite saying 10 rooms were available. In fairness t... See more
Company replied
We have used SE on a number of occasions and have always been happy with their services. This trip was island hopping in Greece so involved flights, transfers, ferries and hotels. Everything went smo... See more
Company replied
We had problems with the online booking. We were trying to book two consecutive nights and the system would not allow. This turned out to be an issue of availability of different room types which ha... See more
Company replied
Company details
About Secret Escapes
Written by the company
About Secret Escapes
At Secret Escapes, we offer our members free access to thousands of low prices on luxury handpicked hotels and holidays in the UK and around the world.
We negotiate the best rates with our hotel partners and deliver them straight to your inbox. You'll find a wide range of refundable hotel deals and flexible holidays, thousands of irresistible offers and tons of destinations around the globe. We handpick and curate the best offers, securing even more dates than ever before, including during holidays and weekends. We know it's all about getting the best deal on your next escape, so we work closely with our partners to build incredible trips, whether it's a short city break, a blissful beach holiday or a far-flung adventure.
One of our company values is 'We take care of every trip' and we truly mean it. We're grateful that you trust us with your precious down-time and our Customer Service team is always on-hand to help you out with anything you need to make your trip truly amazing! Please do get in touch if there's anything we can help with.
At Secret Escapes, we offer our members free access to thousands of low prices on luxury handpicked hotels and holidays in the UK and around the world.
We negotiate the best rates with our hotel partners and deliver them straight to your inbox. You'll find a wide range of refundable hotel deals and flexible holidays, thousands of irresistible offers and tons of destinations around the globe. We handpick and curate the best offers, securing even more dates than ever before, including during holidays and weekends. We know it's all about getting the best deal on your next escape, so we work closely with our partners to build incredible trips, whether it's a short city break, a blissful beach holiday or a far-flung adventure.
One of our company values is 'We take care of every trip' and we truly mean it. We're grateful that you trust us with your precious down-time and our Customer Service team is always on-hand to help you out with anything you need to make your trip truly amazing! Please do get in touch if there's anything we can help with.
Secret Escapes
Written by the company
- Luxury travel for less
- Experience luxury holidays without the luxury price tag
Find luxurious stays
Discover hand-picked hotels and holidays at the best possible prices online
At Secret Escapes, we negotiate low prices on luxury hand-picked hotels and holidays in the UK and abroad.
Contact info
120 Holborn, EC1N 2TD, London, United Kingdom
- www.secretescapes.com
4.1
Great
18k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Simple straightforward booking process.
Simple straightforward booking process.
7 June 2026
Unprompted review
Reply from Secret Escapes
Dear Gary,
We're glad the booking process was easy for you. Thank you for your feedback!
Should you require any help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
Easy to do and good value
7 June 2026
Unprompted review
Reply from Secret Escapes
Dear member,
Thank you for your kind feedback on Trustpilot. We're glad you enjoyed your experience.
Should you require any further help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
Booked on here a few times and always…
Booked on here a few times and always been pleased but forgot to go the hotel website and check the reviews this time before I booked. Was disappointed to find the hotel has very poor reviews and not up to usual standards of SE. Will keep fingers crossed it is ok when we get there in July.
7 June 2026
Unprompted review
Reply from Secret Escapes
Dear Janet,
We appreciate you sharing your concerns. We are committed to providing excellent experiences and hope your upcoming stay in July exceeds your expectations.
Should you require any further help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
They used AI in their advert
They used AI in their advert, instantly lost my interest and caused me to write a bad review. Well done marketing team, you’ve just lost a customer who loves going on holiday!
7 June 2026
Unprompted review
Reply from Secret Escapes
Dear Liv,
Thank you for your message on Trustpilot. We appreciate you taking the time to share your feedback with us.
Best regards,
Jamila
Secret Escapes Team
Reply from Secret Escapes
Dear Peter,
We are so pleased to hear you had a positive experience with our staff. Thank you for your kind words!
Should you require any further help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
Secret Escapes reminder…
Secret Escapes sent a reminder email about a trip I had been looking at. I had already booked somewhere else via a different company but when I saw the Secret Escapes deal, it was a much better hotel, in a better location and with more facilities for the same price. Luckily I could cancel my first booking and booked the new hotel through Secret Escapes. Result!
6 June 2026
Unprompted review
Reply from Secret Escapes
Dear Susan,
We are so glad to hear you found a fantastic deal with us and that our reminder email helped you secure a better trip! We appreciate you sharing your positive experience.
Should you require any help please do not hesitate to contact us and we would be happy to help. Wishing you a lovely stay.
Best wishes,
Jamila
Secret Escapes Team
Nice comfortable modern hotel
Nice comfortable modern hotel. Bed comfortable. Only complaint was that the black pudding has too much herbs added.
6 June 2026
Unprompted review
Reply from Secret Escapes
Dear Dave,
We're glad you enjoyed your stay and found your hotel comfortable. We appreciate your feedback regarding the black pudding.
We hope your next trip with us is to your full satisfaction!
Best wishes,
Jamila
Secret Escapes Team
AI ADVERT!!
6 June 2026
Unprompted review
Reply from Secret Escapes
Dear Ollie,
Thank you for your message on Trustpilot. We appreciate you taking the time to share your feedback with us.
Best regards,
Jamila
Secret Escapes Team
I am still waiting on a response from…
I am still waiting on a response from your customer service. 16 hours before we were due to fly out on our perfect holiday, it appeared that our flights had been cancelled. I phoned your customer services team 3 times and they did nothing to resolve this massive problem. Having had to take the afternoon off of work to get this sorted, I eventually resolved the issue by phoning the airline direct. I was told that secret escapes had cancelled the booking. Luckily, I managed to get on the same flight with absolutely no help from your company. If I hadn't done this, I would have turned up at the airport to be told we did not have a booking and would have missed out on the holiday and a vast sum of money. Over 4 weeks later and several emails, I have had no apology or explanation!!! I find this completely unacceptable and a very real lack of interest from your companies point of view. Customers service were incompetent and uninterested in this very important issue. I had to resolve this issue despite paying a large sum of money to yourselves for a complete service......do not book with this company
7 May 2026
Unprompted review
Reply from Secret Escapes
Dear Mr Hemsley,
Thank you for your feedback on Trustpilot.
We are sorry to read that you have experienced these inconveniences and that our service has not yet met your expectations. We would like to look into this. Could you please provide us with your booking details? We sent you a direct message.
Kind regards,
Jamila
Secret Escapes Team
Reply from Secret Escapes
Dear member,
We're glad you found it easy.
Should you require any help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
There were lots of different kinds of…
There were lots of different kinds of escapes to choose from. Once I had chose it proved very easy to go ahead and make the booking.
4 June 2026
Unprompted review
Reply from Secret Escapes
Dear Frances,
We're glad to hear you found our selection diverse and the booking process straightforward. Thank you for sharing your positive experience.
Should you require any help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
AI SLOP AD
AI SLOP AD
terrible ad use a real person next time. If they cut corners on ads what travel corners do they cut??
Would give 0 if i could
1 June 2026
Unprompted review
Reply from Secret Escapes
Dear Paul,
We appreciate your candid feedback regarding our advertisement.
Should you require any further help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
Safety risks and unfeasible flight alternatives for Sri Lanka trip
I am extremely disappointed with Secret Escapes' handling of my upcoming trip to Sri Lanka (departing 19 June). After our original flights were cancelled, the "solutions" offered have been both dangerous and logistically impossible.First, we were offered a re-routing via Doha. However, current FCDO (British Government) advice strongly advises against all but essential travel to/via Qatar due to regional security risks. Not only does this pose a safety risk, but it also invalidates our travel insurance. It is unacceptable for a reputable travel company to suggest a route that leaves its customers uninsured and in potential danger.
Second, the alternative offered - flying Air India via Mumbai-is completely unfeasible. The transfer time provided is only one hour. Mumbai (BOM) is a major international hub where 1 hour is well below the recommended minimum connection time for international transfers, which typically require 3–4 hours to clear security and potential delays.Despite these clear issues, Secret Escapes has failed to provide a safe, viable alternative. Given that they cannot fulfil the package safely or logistically, I am demanding a full refund under the Package Travel Regulations for a significant change to my booking.I expect a manager to contact me immediately to resolve this before my departure date.
4 June 2026
Unprompted review
Reply from Secret Escapes
Dear Wendy Bakker.
Thank you for your feedback. We completely understand your concerns regarding the travel logistics and safety for your upcoming trip to Sri Lanka.
We would like to inform you that a member of our customer service team has already reviewed your case and sent a response to your email earlier today with further assistance. Please check your inbox (and spam folder, just in case) to review their message.
Kind regards,
Jamila
Secret Escapes Team
Good booking experience with Secret Escapes
I thought that the way the information about each hotel is shown was really very helpful and clear. Just enough info with excellent pictures and a clear choice of options for room, breakfast or half board and it is easy to change dates and compare prices. But the info on the confirmations did not clearly match the pictures e.g. picture showed a balcony but the confirmation did not confirm it.
4 June 2026
Unprompted review
Reply from Secret Escapes
Dear Stephen,
We are so glad to hear you find our hotel information helpful and clear.
Regarding your query about the room features—such as the balcony, it could be that we have had a room type without balcony and one with the balcony present and that the room type without balcony was selected. However, we would be more than happy to look into this and clarify it for you. Should you wish for us to look into this, please provide us with your booking details. We sent you a direct message.
Best wishes,
Jamila
Secret Escapes Team
Secret Escapes offer a price match…
Secret Escapes offer a price match refund policy, or so they say......and then they say they don't.......but yes, they actually do.....but we are not going to price match because.....? Who knows why, bacause they won't give any straight answers.
I booked an hotel and then found it cheaper on Booking.com minutes later. I rang their customer service line , who said that they did not have a price match policy.
I have since been in touch with them many times and whilst they accept that they have a price match policy, they are doing everything they can to wriggle out of it, saying that the booking.com room was not cancellable, but theirs was, whilst similtaniously saying that it was not cancellable as it was a late booking.
I have now, about 6 or 7 emails down the road, asked them to answer a yes/no question, "do they price match to Booking.com". I await their response, hopefully without the smoke and mirrors I have had up to now.
7 May 2026
Unprompted review
Reply from Secret Escapes
Dear Alex,
Thank you for your feedback. We are sorry to hear about the confusion surrounding our price match policy.
We would like to inform you that a member of our customer service team responded to your inquiry yesterday via email. Please review that message, and feel fee to reply directly to it if you need any further assistance.
Kind regards,
Jamila
Secret Escapes Team
easy booking
3 April 2026
Unprompted review
Reply from Secret Escapes
Dear Audrey,
We are glad you found our site easy to use. We appreciate your positive feedback!
Should you require any help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
Reply from Secret Escapes
Dear Michelle,
We are glad you found our app easy to use. We appreciate your positive feedback!
Should you require any help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
A simple to use experience offering…
A simple to use experience offering good value at a place we know well.
1 June 2026
Unprompted review
Reply from Secret Escapes
Dear Bob,
We're glad you enjoyed your experience and found good value. Thank you for your kind words!
Should you require any help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
The speed from start to finish only…
The speed from start to finish only takes minutes
2 June 2026
Unprompted review
Reply from Secret Escapes
Dear Ian,
We are delighted you found our service efficient. Thank you for your kind words!
Should you require any help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
Reply from Secret Escapes
Dear Edward,
We appreciate your kind words. We are happy you liked our website and pricing.
Should you require any help please do not hesitate to contact us and we would be happy to help.
Best wishes,
Jamila
Secret Escapes Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.