Secret Escapes Reviews 

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.

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

Extremely disappointed with my experience booking through Secret Escapes.

I booked a stay at Rixos Doha (Transaction ID: A55365-SEUK-23282091) and received confirmation that my reservation was secured. This was not just a standard holiday booking – I had specifically chosen this hotel because I was planning to propose to my partner during our stay, making this an incredibly important occasion for us.

After my booking had been confirmed and I had made plans around it, I was informed that Secret Escapes would not honour the reservation due to an internal pricing error. The booking was cancelled, and I was offered a refund of £264.88 and a £35 credit.

What makes this particularly frustrating is that the booking remained confirmed for a considerable period before being cancelled. Had Secret Escapes informed me of the issue shortly after the booking was made, I could have booked alternative accommodation at a similar price. Instead, I relied on the confirmation provided and only later discovered that I no longer had a hotel. By that point, prices for the same hotel and comparable accommodation had increased significantly, leaving me to bear the financial consequences of an error that was entirely outside of my control. This cancellation occurred less than a week before I was due to travel

I immediately contacted Secret Escapes, explained the circumstances, and requested a fair resolution. I asked that the booking be reinstated, that equivalent accommodation be arranged, or that compensation be provided that reflected the actual cost of securing replacement accommodation at short notice.

Despite this, I received no meaningful response.

After waiting several days, I contacted customer services by phone. The representative was unable to help, so I requested that the matter be escalated to a manager. I was informed that no manager was available and that I would receive a callback. That callback never came.

The most disappointing aspect of this experience has been the lack of accountability and communication. Customers make travel plans, book flights, arrange time off work and organise important life events based on confirmed reservations. When a company cancels a confirmed booking due to its own mistake, the least a customer should expect is prompt communication and a genuine effort to put things right.

While I appreciate that a refund was processed, the £35 goodwill credit felt frankly disrespectful given the circumstances. It does not come close to reflecting the inconvenience, stress, disruption, additional expense and time spent trying to resolve an issue that was not of my making.

What matters is how a company responds to them. Unfortunately, my experience has left me feeling that Secret Escapes was more interested in closing the matter than providing a fair solution to a customer who relied on a confirmed booking.

Based on this experience, I would be very hesitant to trust Secret Escapes with any important travel arrangements in the future.

Very easy to book and a really good deal.

Using AI adverts to promote travel destinations feels very dishonest. I won't ever use this company as they clearly have no regard of how AI impacts people, artists, and the planet.

Thank you Marshall for all your help today. He even spoke with the hotel to add on my son for me. Will definitely use secret escapes again.

We have a package holiday to Sri Lanka booked before the Middle East Troubles. Flight is booked flying via Doha. Government FCDO advise against all but essential travel to Doha and travel insurance is null and void. Because of this we have asked Secret Escapes to offer an alternative route avoiding the area. They have been more than useless. 15 emails - endless phone calls and we are no further on with the holiday only 12 days away. I keep being advised that someone will get back to me but nothing. You cant speak to the right department and no manager is available. They obviously don't want to help and have no customer care. Do yourself a favour DO NOT book with this company

DO NOT USE THIS COMPANY!!! YOU HAVE BEEN WARNED!! TERRIBLE CUSTOMER SERVICE. YOU DO NOT GET ANYWHERE IF NEED TO CALL THEM AND SPEAK TO A HUMAN BEING!! THEY DO NOT CALL YOU BACK. They completely ignore your emails despite copying in the Customer Relations Manager (James Conway) If you do get a reply from the hub it does not answer your questions so you just keep going around in circles. We are getting married next week and this was our honeymoon. You have completely spoilt the run up to what should be a beautiful day. We are stressed and unable to sleep as a result

A great experience from start to finish. Everything was arranged and better than expected. The hotels were excellent and all the transfers provided were timed perfectly. What a perfect anniversary holiday. Thank you Secret Escapes!!

Very good choice of hotels and great offers. Always book Secret Escapes for our south-east England hotel stays.

Using AI advertising - I will not use this company going forward.