Secret Escapes Reviews 

All was quite simple I booked 2 x 10kg hold luggage on booking. I wasn’t given the option of 10kg cabin bags. When I got the flight info the next day from Ryan Air I could have booked 2 x 10kg cabin bags with priority boarding cheaper. I didn’t know this would be an option when booking and paying in full. You should make it quite clear than bags do not have to be booked through SE at time of booking. Otherwise quite simple

Just booked through Secret Escapes for the first time. Very easy process and booking confirmed right away. Could be 5 stars if booked break goes well !!

Avoid this company at all costs.

My experience was an absolute nightmare from start to finish. They took £2,300 from me, got the passenger names wrong, and then when the flight was cancelled, they refused to refund my money. Instead, I was forced to fight through my bank just to try and recover what I was owed.

After looking into the booking, I discovered the flights had only cost around £200, and the hotel was only a fraction of what I had paid. Meanwhile, they were holding on to thousands of pounds for a holiday that was never going to happen.

No customer should have to go through this. If something goes wrong, don’t expect a straightforward refund—you could be in for a long, stressful battle to get your own money back.

Based on my experience, I would strongly warn anyone thinking of booking with this company to think twice. I would never use them again and cannot recommend them to anyone. There are far more trustworthy companies to book with. Save yourself the stress, protect your money, and stay well clear.

OH, AND YES, THEY NEVER GOT IN TOUCH AS PROMISED!! Not a surprise!

zintle was amazing in customer service, excellent from start to finish.

I had used this company previously for a hotel booking, which was fine. But do not book a package holiday that includes car hire with this company. I recently did this in Sicily, the car provided was terrible, 17+ dents and filthy interior, we had to sit on towels to keep our clothes clean. Plus the car play navigation system only worked occasionally, which meant we had real difficulties finding our way around. We were left in no doubt, if we didn’t accept the car, there wasn’t another option.
Secret Escapes eventually apologised and refunded €50 stating that was 50% of the car hire costs, even though the car hire company separately advertised charges at over £400 with insurance for the same hire period. Either great negotiation from Secret Escapes for the car hire voucher supplied to me, or one of the two companies were not clear on the pricing. I did not expect a huge refund, but think my refund was more likely around 15% of the actual costs paid.
After many emails back and forth I’ve been offered a Secret Escapes credit for £25.00 should I choose to book again with them.
Unfortunately after my recent experience I would not use them again for any type of experience. Which I think is a great pity, as the hotel stay part of the package was lovely with wonderful food.

Very competitive prices and a very easy to use website and booking process.

Easy to book, great customer service and support over the phone by Mashaal and really good value for a 5 star hotel in Stockholm. Highly recommend!

Booking process was very easy. Great hotel in central location was good value for money.

SERIOUSLY incredible! I've used SE for many years, (along with other similar sites), but SE have just got better and better than all the others. I booked a holiday with them yesterday (30/07/2026) for my 60th birthday with my daughter. I decided to search other companies with the Hotel/flight combo on the same day, I also looked at direct booking with the Hotel itself. SE were almost HALF the price!

Good description of the holiday, and relatively easy booking process. Contacted them by phone enquiring about change,. Marshaal very helpful and polite

Ease of booking and immediate confirmation in addition to great value for money. Have previously discovered some great places I wouldn't otherwise have found.

Found the deal that fitted the bill. Facilities, Three course dinner deal on each day as well as BB. Compared prices to hotels own website and they were half the price compared with booking direct with them. I find the website hard to use to search specific geographic areas or for specific hotels. Quick and easy payment however.
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We wanted to book a room on a specific date and not have to buy a voucher then find there isn't availability like some other competitors do, it was easy to find the availability and booking was simple

Quick and easy on line booking process with all relevant accommodation and flight documentation provided immediately by return.

Holiday offers are clear and well laid out with plenty of choice both as to accommodation/ destinations and flight options.

I have used Secret Escapes numerous times over the last 15 years and have not been disappointed with the process and service received.

Booking was very easy and straightforward. I havent been on the holiday yet so cant comment on how the booking will translate at check in desk on the day. Confirmation came promptly. I would use Secret Escapes again for the easiness of booking and the choice of experiences.

Great offers on an easy to use website, straightforward booking process

Clear, Helpful telephone advice which ended up with a straightforward booking at the advertised reduced price.

The whole booking process was hassle free and easy to navigate through.

Simple procedure for booking, only took 10 mins.

I had a significant problem with a booking that was made and some communication challenges with SE to resolve things. So why the 5 star review? Well because for all the problems and shortcomings I experienced, Secret Escapes more than made up for these once my case was put in the hands of their excellent agent, Girish. I was contacted by Girish when I thought I had reached the end of the line and my case was escalated. From that first email from Girish, my whole experience changed. the case was handled with the utmost professionalism and extremely quickly. The case was complex and required some onward comms with SE supplier. Everything was handled superbly well, with Girish taking time to check and double check my questions, before answering everything most satisfactorily. The whole holiday was in danger of me cancelling and a lot of rearranging was needed to make it still work for me. Girish sorted everything and ensured that I was not out of pocket for any of the rescheduling of any aspect. Girish also shared that the issues initially caused were to be investigated and staff training given to avoid any repeat. There was also a very confusing website offer which was acknowledged and immediately amended. So in conclusion, whilst SE initial responses were quite exasperating and unhelpful, Girish turned the whole thing around and put SE back to the top of my list of holiday companies. Thank you Girish for saving the day!