Secret Escapes Reviews 

Generally a good phone call to book a Uk hotel but the AI part was irritating and I was left with a quite lengthy gap until the representative came on to finalise the booking.

Have been booking hotel breaks for many years with Secret Escapes. Usually in England and for a night or two. Always good value and have never been unhappy with booking or the break itself. It is a few years since we booked a break in Europe, but again we were not disappointed with the break.

Booked a hotel for four nights and a few days later a spoke to SE customer services to confirm my booking and to confirm i can book my flights , which they did and i then booked my flights as advised .
Then this morning i recieved this email :

Dear *****************
I am writing regarding your recent booking for Flesslers Lenggries, a Tribute Portfolio Hotel ***************
Due to a technical error, the rates displayed for your chosen dates were incorrect and significantly lower; this was a clear pricing error. As a result the hotel is unfortunately unable to honor the reservation at this rate, and we must cancel your booking.
We sincerely apologise for this error and any inconvenience it causes to your travel plans. Here is how we are handling your reservation:
Full Refund: We are cancelling the booking immediately and issuing a 100% refund to your original payment method. The funds will return to your account within 3 to 5 business days, depending on your bank;
Account Credit: To help make up for this disappointment, we have added 30 GBPin credit to your Secret Escapes account, valid for 12 months toward any future booking.
The pricing issue has been fully resolved to ensure this does not happen again.
If you would like assistance finding an alternative hotel for your dates, please reply directly to this email, or call our Support team on 0207 887 2772 and our team will be happy to help you find a new stay.

Now what good is that when i have already booked my non refundable flights as SE advised !!!!
Absolutely shocking customer services and they have not taken any responsibility whatsoever .....

SIMPLY UNACCEPTABLE SERVICE

AI slop adverts

Easy booking experience and cost was far cheaper than booking direct.

I have booked a few trips with Secret Escapes and we have never been disappointed.
The discounts are great and the holidays luxurious, so you feel you are getting great value for money on luxury accommodation.

Excellent Marvellous Marrakech trip with my wife. We very impressed from the moment we were greeted at the airport. Every pick up was prompt and our drivers and tour guide were great. Our only feedback would be to consider the hotel, or at least the rooms allocated, as our sleep was majorly disrupted in Kenzi Menara Palace by a neighbouring bar playing incredibly loud music into the early hours.

Strong performance from secret escapes though.

We have booked a few trips away with secret escapes with no bad results. I find the prices are good and you mostly get some perks thrown in for free. The booking process is easy.

First point of call when looking for a break or holiday away. Haven’t been disappointed and often find places to stay I was unaware of.

Not sure who convinced this company that an awful (and terrifying) advert of an AI lobster was a good idea, but they need to be fired. Not only are you showing your customers that you don’t give a single damn about our planet, you’re also showing us you’re cheapskates who would rather use AI slop, than pay for actual people to be in your adverts. Extremely poor taste.

I had been browsing holidays for a specific area for. Few weeks and the. The perfect offer came up
The details were for where I wanted to stay and booking was extremely easy with various options of just bed of adding breakfast and dinner

Arrived Wednesday 12th aug Stayed in room 245 had a funny smell like blocked pipes went for dinner the tables are to close together and no aircon it’s 33 degrees anyway food was 10-10 lovely.Just got off to sleep around 23.45 just after midnight fire alarm goes off get woke up again Thursday morning to banging and drilling going on know heads up of any noise Thursday 1 of the hottest days of the year know aircon in an award winning room it’s 35 degrees not even offered a free cold drink after the noise going on or the fire alarm waking everyone up check out is due at 11.00 Friday morning we get back from breakfast at 08.45 and cleaners are knocking on the door and walking in that was the last thing for me we check out at 09.00 and go home we went for a relaxing 2 days and it just wasn’t

Used SE many times when not doing my own itenary and always found them good value and easy to deal with.Lets hope things dont change.

The flight did not include any baggage,a suitcase cost an additional £50 each way and if you wanted to sit together on the plane it was another £60.
Booking Ref: KD5BMW2 easyJet
SEUK-23401912

All straightforward to book. A good deal which includes breakfast. Reasonable price for London in a great location.

Easy to negotiate website. Had previous hotel breaks in Uk but going for a break in Menorca this time.

Extremely disappointing experience with Secret Escapes – unfortunately, not for the first time.

We have now experienced significant problems with two separate holidays booked through Secret Escapes: China and now Madeira. After the problems we encountered with our China booking, I had hoped that experience was an exception. Unfortunately, our Madeira booking has involved yet another series of problems, and the customer service this time has made the situation even worse.

I have spent days trying to resolve issues that should have been relatively straightforward, receiving incorrect and inconsistent information from customer service. I have provided explanations and screenshots/evidence, yet repeatedly receive responses that either do not address the issue or provide further incorrect information.

One of the current issues concerns our car hire. I have repeatedly been told that changing the vehicle requires an additional payment because the “terms and conditions are very strict.” However, despite relying on these terms to refuse my request, Secret Escapes has still not provided the specific clause or policy that supposedly requires this additional payment. This is despite the alternative vehicle being displayed on their own portal as free of charge.

There has also been an issue with a Leisure Jeep Safari, and after days of correspondence I have now been offered refunds of £119.52 for the car hire and £152.23 for the Jeep Safari.

The problem is no longer simply about the money. It is the amount of time and unnecessary stress involved in getting basic issues addressed. Having to repeatedly explain the same situation, correct information provided by customer service and chase answers immediately before a holiday is completely unacceptable.

I have now formally requested that the entire matter be escalated to a manager or senior complaints handler and that I no longer deal with the same representative, after receiving incorrect information from them more than once.

What makes this particularly disappointing is that we also experienced problems with our China holiday, so this is now the second Secret Escapes booking where we have had to deal with significant issues.

At this point, I cannot recommend Secret Escapes based on our experiences. I hope a manager finally takes ownership of the complaint and provides an appropriate resolution. I will update this review to reflect how Secret Escapes ultimately handles the escalation.

Just booked another short UK break through SE. Absolutely no problem. Contacted hotel direct to see if they could at least match the offer, I usually try and speak to someone at the venue if I can, but they couldn't come anywhere close to the deal on offer and very much suggested to go with it, now done. No idea how this works but it certainly does and seems to offer incredible value,

It was quite easy to book, nice and easy.

We have used SE twice now and both have been great experiences. The booking process is simple and the savings considerable. We have only used on UK hotels but will certainly try for trips abroad next. Thoroughly recommend SE.