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
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Review summary
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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
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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
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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
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Booked a fab hotel in London at a great…
Booked a fab hotel in London at a great location and price . Quick and easy to book .
21 May 2026
Unprompted review
Reply from Secret Escapes
Dear Christine,
Thank you for taking the time to leave a review on Trustpilot - it's great to hear from our valued members.
We hope you will enjoy your escape when the time comes!
Best wishes,
Charlie
Secret Escapes Team
Trouble free with good price
24 May 2026
Unprompted review
Reply from Secret Escapes
Dear S.B.,
Thank you for taking the time to leave a review on Trustpilot - it's great to hear from our valued members.
We hope you will enjoy your escape when the time comes!
Best wishes,
Charlie
Secret Escapes Team
Cancelled booking
I contacted the hotel that was booked and confirmed through SE before setting off on a long road trip. I always confirm the reservation direct with the hotel as I don’t want to take the risk. The hotel told me they were fully booked the whole week and copied in SE customer services and they also told me they already told SE to contact their customers but they hadn’t in this instance until I called them to find out what was going on. The agent on the phone said they would call be back that afternoon (and didn’t) next communication from SE was the day after, it was a generic copy paste email offering a meagre compensation which doesn’t make up for the disappointment, hours wasted to try and find somewhere on a hot bank holiday weekend which was impossible, out of pocket costs for new reservations and plans. I called again to follow up and have heard nothing since. This is in the latest examples of fails from SE. It’s a real shame.
24 May 2026
Unprompted review
Reply from Secret Escapes
Dear AS,
Thank you for reaching out via Trustpilot.
I'm sorry to hear you've had trouble reaching Secret Escapes - this certainly isn't the experience we want for our members.
If you could kindly reply to the private message we are sending you via Trustpilot with your booking details or email address, a member of our team will be in touch as quickly as possible.
Kind regards
William
Secret Escapes team
Easy to use website and some cracking…
Easy to use website and some cracking deals
24 May 2026
Unprompted review
Reply from Secret Escapes
Dear Leigh,
Thank you for taking the time to leave a review on Trustpilot - it's great to hear from our valued members.
We hope you will enjoy your escape when the time comes!
Best wishes,
Charlie
Secret Escapes Team
Super value
A last minute booking and we still got a great value room with added extras- so much cheaper than the hotels own site. Secret escapes is my go to for a uk hotel now as we’ve always had a lovely room at super price.
22 May 2026
Unprompted review
Reply from Secret Escapes
Dear Gaynor,
Thank you for taking the time to leave a review on Trustpilot, and for your kind words.
It's lovely to hear that you're satisfied with our service - we'll be sure to pass this feedback on!
Best wishes,
Charlie
Secret Escapes team
It was easy to book the Greek Island…
It was easy to book the Greek Island hopping by ferries including flights to Athens, all hotels and taxis between ferries and b&b hotels of good quality.
All went without a hitch
10 May 2026
Unprompted review
Reply from Secret Escapes
Dear David,
Thank you for taking the time to leave a review on Trustpilot, and for your kind words.
It's lovely to hear that you're satisfied with our service - we'll be sure to pass this feedback on!
Best wishes,
Charlie
Secret Escapes team
We have booked a number of trips a year…
We have booked a number of trips a year both in the UK and Europe over the years through Secret Escapes.
The discounted deals we have generally found to be of excellent value with very few exceptions.
Booking is straightforward and simple with immediate confirmation and details via email. In a number of reservations the accommodation will also contact you directly with dietary requests etc.
Vouchers can be purchased and given and received as gifts.
Overall we highly recommend Secret Escapes.
17 May 2026
Unprompted review
Reply from Secret Escapes
Dear Anthony,
We are so pleased to hear you consistently enjoy our discounted deals and find our booking process straightforward. Your loyalty and positive feedback mean a great deal to us. We truly appreciate you recommending us!
Kind regards
Percy
Secret Escapes
Recently booked a river cruise
Recently booked a river cruise. Good service and price.
22 May 2026
Unprompted review
Reply from Secret Escapes
Hello David,
We appreciate your kind words about our service and price and hope you enjoy your cruise.
Kind regards
Percy
Secret Escapes
I found the process very easy
I found the process very easy.
The only thing thing that would make it better would be confirmation directly from the hotel.
22 May 2026
Unprompted review
Reply from Secret Escapes
Dear David,
Thank you for your feedback.
We're glad you found the process easy! We appreciate your feedback about hotel confirmations and some hotels actually provide their own confirmation on top of ours.
Kind regards
Percy
Secret Escapes.
£500 to pay for their mistakes. Scammers
I have to pay £500 (that I will never see back) for something they’ve admitted on numerous occasions is their own fault. Would never ever ever recommend. Taken four months of going back and forth with inconsiderate customer service agents
Update: they’ve replied with empty useless words and apologies. Also don’t believe their responses, it is 100% AI and inconsistent with their processes and practices. Run in the opposite direction with your money if you ever enter Omar.
22 May 2026
Unprompted review
Reply from Secret Escapes
Dear Charlotte,
thank you for taking the time to share your feedback. We’re very sorry to hear about your experience and understand how frustrating this situation has been for you, particularly given the length of time involved and the impact it has had.
This is not the level of service we aim to provide. Our team will review your case again in detail to ensure all aspects have been properly investigated and addressed.
Thank you for bringing this to our attention.
Best regards,
Alice
Secret Escapes
Inept resolution of complaint
Had a poor experience at a hotel bked via SE. Hotel won't speak to me about complaint directly as bked through SE. Asked SE to contact hotel and complain. Their policy is to reply in 28 days. Heard nothing. Escalated after 28days, on 4 consequitive days, promised a call back on each occassion, nothing received. Total silence.
It's clear SE are either ignoring this matter or have a total communications breakdown between their frontline call desk and resolutions teams. This is still a live complaint and I'd apprecaite someone at SE taking resposnibility for my case and have the courstey to reply and resolve it.
20 April 2026
Unprompted review
Reply from Secret Escapes
Dear Member,
thank you for sharing your experience with us. We’re very sorry to hear about the delays and lack of communication you’ve experienced while trying to resolve your complaint. We understand how frustrating this must be, especially after repeated attempts to obtain updates.
This is not the standard of service we aim to provide. Our team will review your case as a priority and ensure the matter is followed up appropriately.
Thank you for bringing this to our attention.
Best regards,
Alice
Secret Escapes
My wife booked a secret escape at the…
My wife booked a secret escape at the Quay hotel Conwy North Wales as 70th birthday surprise, what a lovely hotel in a great location, we had a fabulous time .
Can’t wait for our next adventure.
18 May 2026
Unprompted review
Reply from Secret Escapes
Dear Denis
We are so delighted to hear you had such a fabulous time celebrating a special birthday at on of our hotels. We look forward to welcoming you back for your next adventure!
Happy belated birthday!
Best regards,
Percy
Secret Escapes
Would never shop at a company that uses…
Would never shop at a company that uses lazy AI adverts. If you cut corners with your ads, you cut corners with your product.
20 May 2026
Unprompted review
Reply from Secret Escapes
Dear Member,
thank you for taking the time to share your feedback with us. We appreciate your comments and understand your concerns regarding our advertising approach.
Your feedback has been passed on to our commercial team for review and consideration.
Best regards,
Alice
Secret Escapes
First time booking
This is the first time I have booked a holiday with Secret Escapes, although I have been tempted many times by their emails!
The booking process was very easy to navigate, so hopefully everything else will be just as smooth.
20 May 2026
Unprompted review
Reply from Secret Escapes
Dear Dawn,
thank you for your lovely feedback. We’re delighted to hear that your first booking experience with Secret Escapes was easy and straightforward.
We hope everything goes smoothly for your upcoming holiday and that this will be the first of many wonderful trips with us.
Best regards,
Alice
Secret Escapes
Our "go to" travel agency
We have had many holidays with Secret Escapes and are rarely disappointed in the experience. On the odd occasion we have had an issue, this have been dealt with quickly and with professionalism and any problems have been either rectified immediately or we have been compensated without delay. Booking process is easy and straightforward, prices are always competitive and the choice of venues is extensive and as described. Secret Escapes is always our first point of call when looking for a holiday.
11 May 2026
Unprompted review
Reply from Secret Escapes
Dear Margaret,
thank you for your continued trust and loyalty over the years. We’re delighted to hear that you have enjoyed so many holidays with us and that our team has been able to support you whenever needed.
Your kind words about our service, booking process, and range of offers truly mean a lot to us.
We look forward to inspiring many more future holidays for you.
Best regards,
Alice
Secret Escapes
Great service
Great service always know if there is an issue they do their best to solve. The places we've visited are always lovely
19 May 2026
Unprompted review
Reply from Secret Escapes
Dear Elizabeth,
thank you for your kind feedback. We’re delighted to hear that you’ve consistently enjoyed lovely trips with us and that our team has been able to support you whenever issues have arisen.
We hope to continue inspiring your future travels.
Best regards,
Alice
Secret Escapes
Over booked hotel
Rang hotel to ask about parking to be told no room for us even though booked and paid Secret Escapes. Hotel had notified Secret Escapes but they still let me book and pay. Completely threw my plans into disarray as I had booked one night at another hotel nearby.If I hadn't rang hotel we would have turned up with no room.
19 May 2026
Unprompted review
Reply from Secret Escapes
Dear Member,
thank you for sharing your experience with us. We are very sorry for the frustration and disruption this situation caused to your plans.
Unfortunately, we were only made aware of the availability issue after the booking had already been completed, and we completely understand how disappointing this must have been. We’re especially sorry that you had to discover this yourself by contacting the hotel directly.
Your feedback has been passed on to the relevant team so this situation can be reviewed with the property and improvements can be made to avoid similar experiences in future.
We truly appreciate you bringing this to our attention.
Best regards,
Alice
Secret Escapes
Just fancied a couple of days away and…
Just fancied a couple of days away and this landed in my inbox. Couldn’t resist booking so did. Perfect and easy to do thankyou very much.
19 May 2026
Unprompted review
Reply from Secret Escapes
Dear Mr Cooke,
thank you for your wonderful feedback. We’re so pleased to hear that you found the perfect getaway and that the booking process was quick and easy.
We hope you have a fantastic trip and look forward to inspiring your future holidays.
Best regards,
Alice
Secret Escapes
We have used SE on a number of…
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 smoothly. Only one hotel didn't quiet meet our expectations compared to the others, possibly as early in the season. Overall a fantastic trip which was a great experience.
3 May 2026
Unprompted review
Reply from Secret Escapes
Dear Adrian,
thank you for taking the time to share your experience with us. We’re delighted to hear that your island-hopping trip in Greece was such a fantastic experience overall and that all the arrangements ran smoothly throughout your journey.
We also appreciate your feedback regarding one of the hotels and will share this with our commercial team for review with the property.
Thank you again for your continued trust in Secret Escapes, and we hope to inspire many more memorable trips for you in the future.
Best regards,
Alice
Secret Escapes
Great service & professional.
The App / Website very straight forward no issues. Same for the concierge service, I had a few enquiries, started with AI however I asked to speak with a human within seconds a human answered. Was very professional and knowledgeable. Great Service.
18 May 2026
Unprompted review
Reply from Secret Escapes
Dear Dave,
thank you for your fantastic feedback. We’re delighted to hear that you found both our website and concierge service easy to use and helpful.
It’s especially great to know that our team was able to assist you quickly and professionally when needed.
We hope to continue inspiring your future travels.
Best regards,
Alice
Secret Escapes
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