secretescapes.com

Booked a long weekend through secret escapes, hotel closed due to current virus .secret escapes stating they do not offer refunds but we may be able to change dates. So basically old us something that is no longer available, surely this is illegal. Fully understand no refund if I couldn’t go. They seem to be the only company not offering refunds. Getting train tickets and theatre tickets and other hotel refunded but secret escapes sticking to the pre virus policies. By the way hard rock hotel sent me back to secret escapes cause they said that they wouldn’t of had the money from them yet for our stay in April. There has to be somewhere we can report them to surely, any ideas anyone.

Bombard all social media about this scandal, Trust pilot, Facebook,everyone and anyone. They only bother with a waffly platitude, refund people's money. During this pandemic it is the right thing to do.

Basically I booked a 2 night stay with a hotel through them. Now the hotel has cancelled our booking due to Covid-19. I asked for a refund but they will only move the booking, even though I said it was for a birthday! Stay clear!!!!

Blatant liars, have tried on many occasions to get these people to do the right thing and return our monies because of the coronavirus pandemic, I have contacted them by phone and email the response is always the same, no refunds, highwaymen is what they are, stealing a living and preying on the innocent, they should be investigated by the serious fraud squad and jailed I would have given no stars if I could

From reading all these reviews, I now have little faith of seeing my money again :( Had a hotel booked for large family celebration for my mum's 70th birthday. Hotel happy to not charge cancellation fee but said my money is with S.E. I have spent 5 weeks emailing and had two automated responses about them being busy. I am so angry for every person who is in the same boat :( SOMEBODY HELP US

I was supposed to be travelling next week 9th of June 2020. Flight cancelled (Etihad) refunded 100% in 2 days. Secrets Escapes: being fighting with them, they lied saying they have paid the hotel and asked me to contact them in Abu Dhabi, so I did. The sales manager from the hotel said they haven’t received a single penny from secret escapes and that the reservation is cancelled, so secret escapes stole my money. I will take them to court!

I booked Radisson Blu Durham through Secret Escapes for two nights in March 2020. I then received an email from the hotel to say that it has sadly had to close due to Coronavirus. I contacted the hotel reservations staff to request a refund and was told that Radisson had not received payment from Secret Escapes so could not refund me directly (obviously and quite rightly, in my opinion). I was also told that if I had booked directly with Radisson then it would have refunded me in full. The hotel kindly and politely suggested I contact Secret Escapes, so I did. Two unhelpful Secret Escapes personnel both refused to refund my money, and only offered a different date. However, I was going to Durham due to specific circumstances on the original date, so I told them a different date is no use to me. Secret Escapes still would not refund me. It seems very unfair that Secret Escapes is refusing to refund my money paid in good faith when neither it nor the hotel can deliver the service I bought. Even if Secret Escapes did pay Radisson, which it has not yet done, Radisson says it would refund anyway. It especially feels just plain wrong that Secret Escapes is happy to keep my money when it has not paid the hotel. Surely not what we should expect from any reasonable or reputable company. Very disappointing to say the least, and may lead people to think Secret Escapes is profiteering at this time of crisis. Secret Escapes subsequently emailed me with this ..... "We understand that in light of the ongoing novel corona-virus outbreak, you wish to cancel your booking with a refund. Hotel bookings made through Secret Escapes are non-refundable and non-changeable, and as such we are unable to provide you with a refund of your booking." So I replied as follows.... "You seem to have misunderstood, so I will say it again....... I DO NOT WISH TO CANCEL MY BOOKING FOR 29 AND 30 MARCH 2020. I would still like to visit Durham Radisson on 29 and 30 March 2020. However...... IT IS YOU THAT HAS CANCELLED BECAUSE YOU CAN NOT DELIVER MY BOOKING. The reason is....... The Radisson Durham is closed on the dates I booked. I THEREFORE WANT MY MONEY BACK. I hope I have made it simple enough for you to understand." Still waiting for a response.

I booked a hotel with secret escapes for May 2nd hotel is closed due to Covid 19 they will not refund my money My contract is with Secret Escapes not the Hotel I don't want to re book I want the money back now I have to raise the dispute with the credit card company

been told not to come to the hotel for my stay which was emailed to me on the 1st of april, my stay was on the 9th i was told they would tell secret escapes to issue me a refund, i’ve heard nothing since so i emailed secret escapes and they are not going to give me my money back. a complete joke of a company and i will 100% not be using them again. lost so much money

3200 EUR for trip to Indonesia, same like for everyone the company sends standard answers but you will not get a cent. In this case not even hotels were booked yet, so they dont pretend to still wait for replies from the hotel...they just tell it will take a bit longer. This goes on for 5 weeks/ since March 20. They are fully aware that EU law requires the refund, but they dont care whatsoever about their clients.

I am being refused a refund for a package holiday cancelled by Secret Escapes due to covid, they are withholding the refund for over 12 months and pushing credit notes on to people who did not want them. They are breaching package holiday regulations to refund within 14 days and are sending generic emails whenever challenged. DO NOT BOOK with secret escapes, they have no integrity when handling your money, there are many other travel companies who are doing the right thing, this is not one of them.

I booked two hotel stays in Ireland in March 2020 to celebrate my retirement. Well we all know happened. But I have to say Secret Escapes are still holding nearly £600 of my money with No refund in prospect. At first they tried to fob me off saying ‘ they were unable to offer refunds’ as the hotels were non refundable and offered a possible future rebooking. I have sent countless emails to them - only to get appeasing replies. The problem is I cannot foresee a safe enough date in future to rebook- if ever want to travel abroad again ! I AM STILL WAITING !!! Secret Escapes are shockers....I will NEVER EVER look - never mind BOOK through their web site again for travel offers.

We have a booking for a hotel break 27th May 2020 in Cadiz Spain which we have been attempting to postpone to May 2021 since March this year. Secret Escapes have sent two circular type documents to us stating they have attempted to delay the booking but cannot and one email suggesting that they have decided that I want to cancel and unfortunately, no refund can be provided. I have sent numerous emails to them stating that I wish to delay the booking for one year but without any response from them. I have had more luck emailing the hotel itself and they would like to help but say that the postponement can only be made through and by Secret Escapes. Using contact us, Secret Escapes now state that the booking cannot be postponed. Funny though, the hotel has confirmed that they have not received payment for our booking

I have still NOT received a refund from them after the Hotel cancelled my holiday booking from 25th May to 30th May 2020 due to COVId -19. I am appauled with Secret Escapes Customer Services. Apparently they have outsourced their customer services and they have no access to any information. I have had so much contradictory advice from them. Firstly that they will NOT refund. Secondly that they can only refund if the Hotel gives them permission and Thirdly they have now advised that the Hotel must refund me directly? They are just playing cat and mouse and `DO NOT want to pay out. Surely they are the booking agent who have taken commission so if the Hotel refunds anything it will be without their commission.... DO NOT BOOK WITH SECRET ESCAPES...

Don’t use this company we had no help from them after we paid for a 15 day trip to Vietnam which we didn’t get to . They just don’t want to know .

I booked a weekend at the Crown Hotel Harrogate for 2 nights at the end of this month for a friend's birthday via Secret Escapes. On their FAQ it said to contact the hotel directly for a refund, which I did. The hotel said it didn't refund Secret Escapes vouchers! So Secret Escapes have pocketed the money if nearly £200. It's appalling that they have pocketed the money when people are furloughed or list their jobs! It must be illegal and is immoral! I will never use this vompany again!

I have been told by this company that I have to have a credit voucher and if I don't use it within 12 months, then I can have a refund providing the company is still trading. I'll not book with this company again.

I've also been ripped off by these people to the tune of £600 If we all contact ATOL WATCHDOG MARTIN LEWIS ETC as well as posting as much as we can on social media we might make them do the decent thing

Our holiday in Crete to celebrate our 40th wedding anniversary is, unsurprisingly, cancelled. The flight, car hire and airport parking all cancelled but we are being fully refunded by all three companies. The hotel in Crete, booked through Secret Escapes, is totally closed due to Coronavirus and Secret Escapes are holding £1050 of our money and like all these other reviews, they won’t return it - that is stealing from two pensioners and they should be ashamed of themselves.

Total con artists had our trip cancelled to Italy (Rome) with the country on lockdown and hotel closed (The Glam Hotel) I have spoken to both and neither will Refund us the £711. We paid Absolutely disgusting of a travel company should be ashamed.