Secret Escapes Reviews 

Great website and even better price

I was shocked to find that Secret Escapes had processed a duplicate booking without consulting me and charged me for two villas rather than one.
I contacted Secret Escapes who then sent me an email confirming a booking for one single villa then followed this with another suggesting it was in fact two villas.
The resort had initially recognized an error and proactively contacted Secret Escapes to stop a duplicate booking before my arrival. It appears that SE overrode the resort's warning and forced a double transaction without ever contacting me to verify. This caused me a great deal of stress at a time when I was supposed to be relaxing. I was forced to take keys to the second unit under duress at late check-in after asking for it to be cancelled.
As a loyal customer of over twelve years, I raised a complaint with Secret Escapes to resolve this internally via a refund or platform credit however they are yet to rectify the issue and I have had no response to my last email sent five days ago. Let's hope they do the right thing and take account of their mistake.

We wanted somewhere to stay in September near Stratford on Avon, fancied to hotel that was in a deal, so a good price, and the booking was straightforward.

Great hotel at a great price at a super location, but would have been handy to know the lift was out of order and we would have to climb 6 long flights of very steep stairs to our room

Great hotel. Amazing location. Excellent service. And a fantastic price. Would definitely recommend

Secret escapes have always provided good service value for money and when problems arise ie I recently missed a trip to Dubai due to the Iran war and secretescapes refunded immediately without the need to ask and hassle free

We have used Secret Escapes for several weekend breaks in different locations and we have always been extremely pleased with the hotels. Booking is easy and prices are extremely competitive.

Beautiful Hotel and very good value for money, I would highly recommend secret escapes the price was amazing, I have just booked with them again and paid half the price of the Hotel website.

We have had an appalling experience with secret escapes customer service. I have yet to experience the actual holiday but the “dotting i’s and crossing t’s” prior to departure has been so hard I need a holiday to get over it
It started with secret escapes using a) a typo in the Ryanair booking which made it very hard to be able to access the booking on my app and b) with the Jet2 flight - using their own secret escapes address which means we were unable to book online - I spent 4 days - Jet2 on their chat said it was an SE error and SE redirecting me back to Jet2 - eventually, after no help from SE, I ring Jet2 and they inform me the booking is under the SE address, they correct it and ta dah I can check in online!
The excursions were another chasm to cross - we booked the 7 day holiday on the 24th of the month, confirmation came on the 26th and the itinerary came yesterday (29th) which we found unworkable. Contacting SE they told us they were unable to make changes which had an amendment date of 19th - 5 days before we had even thought about going away, 7 days before it was confirmed. They quoted t’s & c’s and customer service, God help you if you have a problem or need an amendment because they all read from the same sheet and are unable to transfer you to admin - until you threaten them with formal complaint and then ta dah!! - they can - but it rings out and nobody gets back to you
In our instance I have been able to contact the excursion operator who is hoping that by the day after tomorrow she should be able to present us with an altered itinerary - just 2 excursions swopped date-wise and makes the whole 7 day break workable - if you didn’t need a holiday before contacting SE and the mistakes they make, the lack of deviation from a carefully worded code to work to, the lack of response by admin who promise to get back to you by the end of day and the general poor, unintelligent, responses from their customer service - then you need a break after dealing with the incompetence
Fingers crossed for the 7 days away!!!!

I’ve spent time looking for a good deal & kept getting emails & then there it was, a brilliant offer, so I booked it, 1 room left & I booked & paid for it within 5 minutes! Received immediate confirmation & now I have a trip away to look forward to!

Amazing deals and easy to use worldwide!

We have travelled frequently with Secret Escapes over the years and, until now, have always had positive experiences. However, this latest booking has been incredibly disappointing and has completely changed our opinion of the company.

Our Peru & Bolivia package cost £5,743 and we then had to pay a further £922.80 simply to change the outbound routing from a Miami transfer to Madrid. That alone felt excessive for what was already an expensive “premium” holiday package.

What has become increasingly apparent is that this trip has clearly been put together using a low cost brokered/consolidator fare arrangement across multiple airlines including British Airways, Iberia and BoA.

Unlike every previous Secret Escapes holiday we have booked, this is the first time we have discovered that we cannot properly manage or upgrade flights directly with the airlines themselves. Every request has to go back through the package operator because of the restrictive ticketing arrangement that has been used.

On previous Secret Escapes trips including South Africa, Costa Rica, Bali and Sri Lanka, we were able to deal directly with the airlines and arrange upgrades ourselves without issue. That is exactly why this experience stands out so badly. The difference in ticketing quality and flexibility compared to previous bookings is obvious.

After speaking directly with the airlines, it became clear that the fare classes used on this booking severely limit flexibility. Secret Escapes then quoted an astonishing £6,780 to upgrade the flights to Business Class despite the fact that I can purchase entirely separate one way Business Class flights home for around £2,000.

This is simply not what customers expect when spending nearly £6,000 on a holiday package.

Had we been able to cancel and receive a fair refund, we probably would have done so. Unfortunately, like many package holidays, the cancellation terms are heavily weighted against the customer, meaning we would only recover around 65% of the package cost.

The most disappointing part is that we are loyal returning customers. In fact, we are travelling with Secret Escapes again next week to Greece. Sadly, after this experience, that will almost certainly be our final booking with them.

Secret Escapes have unfortunately now lost two loyal customers, myself and my partner.

A real shame, because the company never used to feel like this.

We booked a hotel in Devon very last minute through Secret Escapes. We got confirmation straight away from SE and then a few minutes later from the hotel. We liked that there were a few extras included in the deal although this time we were not staying long enough to take advantage. The booking process was quick and easy we would definitely check out Secret Escapes next time we're travelling.

Room - air con not working although a fan was supplied on asking, safe not working, dodgy tap to sink so you got soaking wet on turning this on. Not enough staff overall in hotel. Restaurant staff need more customer care training. When a 2 course evening meal is included I do not expect supplement costs for basic pie and chips, fish and chips etc, if it was steak then I could understand this. Glass of white wine £13.90. Breakfast was a shambles with no bread for toast, no fruit, hot food running out, and despite myself and other guests asking for some had to ask again 10 minutes later. Shame as a lovely hotel in a gorgeous setting. Just needs some good management

Booking was easy and although we would have liked a longer trip, it met our objectives.

I found contacting you frustrating and unhelpful. Firstly for a holiday company rep not to know Radisson Blu is shocking. I had to spell it out numerous times because he didn't know the hotel chain. The call took so long because he couldn't speak English very well so I had to keep asking him to repeat himself. The price quoted online for the dates I wanted increased when i went to book (by over 50%). I told him i had vouchers and asked if i could use them online. He confirmed i just needed to put the code in. When i came to do this the code wasn't recognised so I called back. The second rep didn't speak good English either so I had to phonetically spell things out. In the end I ended the call and fathomed it out myself.

My first time using Secret Escapes, I found the booking easy and liked the fact that I could edit things before paying to see which dates suited me best

I was unsure to book as I have a bad experience on booking seats on the airplane after booking a trip. I called customer services and spoke to Mashaal and he couldn’t have been more helpful and even called me back 3 - 4 times which was much appreciated. Due to this I booked a trip to Japan

Secret escapes is my to go to company always.
Booking is quick easy and so straight forward.
Keep up the good work guys.