secretescapes.com Reviews
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4.2 / 5
Average user rating
17459
Total reviews
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secretescapes.com Reviews
Read real experiences from customers of secretescapes.com.
Brands may not incentivize or pay to hide reviews.
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customer
April 10, 2026
Easy straight forward booking process
Easy straight forward booking process
Raymond Gurvitz
April 10, 2026
Secret Escapes has the worst customer service
I strongly advise not to book a package holiday through Secret Escapes. Their staff are poorly trained and either don’t respond or say they can’t help. The worst of it is if it wasn’t for the airline we would not have been able to travel.We booked a package holiday to Japan for a special birthday. It was booked months in advance, we kept asking my for information but only received final booking details four days before our departure date which were incorrect and still to this day have not been corrected (wrong hotel named and even missed out one of the cities we were travelling to). We arrived at the airport only to be told by the airline they could not check us in because they had cancelled our connecting flight three months earlier and secret escapes hadn’t rebooked us on an alternative flight. We spent the next two frantic hours on the phone to various people at secret escapes plus messaging via their IM channel and NOBODY had the ability to correct the mistake and book us on another flight. If it hadn’t been for a very caring person from the airline we would have missed our trip. Since our return we have made a formal complaint and to this day we have not had a response of apology or resolution. Utterly disgusting customer service.
P C
April 9, 2026
booking went well…
Everything about the booking went well sorted in a matter of minutes at a great price
Margaret Hinman
April 9, 2026
A great deal on a hotel booking
A great deal on a hotel booking - so easy and quick to secure the booking
customer
April 8, 2026
Obviously Bath is a beautiful city
Obviously Bath is a beautiful city - our hotel was charming with lovely staff that couldn’t be more helpful . Shout out to Daisy for the afternoon tea ; and Raurick for filling up our hiking flasks . Quiet night; comfortable bed. Look after like a proper guest !
Ann Painter
April 8, 2026
They will not refund your deposit in spite of uk law giving 14 day cooling off period
We read the reviews of the hotel and decided to immediately cancel. Told we could not have a refund despite UK law giving us a 14 day calling off period for all purchases on line. Have now raised this as a dispute with our credit card company.
Olivia
April 8, 2026
Poor customer service.
Never booked through them before and wont be doing ever again. Firstly, it is not clear that they do not offer refunds, only credits to rebook through them. Secondly, I booked a spa hotel break through them at the IXORA in Wales. Booked a king room with a lake view (had an email confirmation to confirm this), however, they sent through to the hotel that it was a twin room (2 single beds). When we checked in, the hotel was fully booked and no king rooms were available. This was a booking for my partners birthday and this ruined it from the get go. The hotel managed to get us a double room however, this was not with a lake view, but a view of bins and a car park. So did not get what i paid extra for!
Lauren Hewitt
April 8, 2026
Super Simple & Great Deals
Booking with Secret Escapes is so easy! The website and app are both super simple to use and the deals are amazing. Highly recommend!
Mrs Elizabeth Evans
April 7, 2026
Brilliant website.
Brilliant website.I saved a substantial amount of money on high class accommodation
Hillary
April 7, 2026
Easy and hassle free
Easy and hassle free
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