Secret Escapes Avaliações 17.517

We booked a 2 day break with secret escapes to a hotel in Yorkshire, during our stay we found we had been put in a room directly above a wedding venue the noise and language being used was awful, the shower did not work and the were building works causing more disruption, we were not told in advance of any of these issues and we wouldn’t of booked it if had known, we reported this to secret escapes who apologised and offered us the stay again as compensation and provided with some fake contact to book our stay, many emails and calls later with no response led to another load of emails sent to secret escapes asking what was going on, who have also completely ignored us, we have spent £1000s using secret escapes over the years and now would not even consider it as we hope anyone else who’s sees this review will also avoid booking with them, absolute poor

Long-time Secret Escapes customer, however this experience fell well below expectations.

I made an error with my outbound flight booking (entirely on me) and reported it within minutes on the day of booking (17th). From that point forward, I contacted the team daily in an effort to resolve the issue.

Despite this, it took 10 days (until the 27th) for the matter to be properly reviewed and progressed. During that time, flight prices increased.

What is particularly difficult to understand is that the same outbound routing remained available on the Secret Escapes website at an uplift of approximately £680 for two passengers, yet I was ultimately charged £922 for two passengers to amend that same outbound flight. On a package costing circa £6,000, this discrepancy is significant and hard to justify.

Communication throughout was also inconsistent, including receiving responses generated from a back-office system in German rather than clear customer-facing communication in English.

To be fair, once the case was finally picked up, the individuals involved were helpful and professional, and the issue was ultimately resolved.

However, the overall handling was slow, reactive, and lacked effective ownership. For a high-value booking, I would have expected a far more responsive and coordinated approach.

Based on this experience, confidence in the service has been materially impacted.

We have booked with Secret Escapes several times now and have never had any issues and the stays have always been excellent value

So far so good. Was easy to book, but a bit concerning that we could so easily pay a large amount on our bank card. This is not usual.

Their site is easy to use and have been on some amazing holidays using Secret Escapes

Looking for a nice London hotel in a good location for a reasonable price. The booking process was easy using the filters for location,price, stars etc, really easy to navigate lots of information and pictures. Very happy with the experience, would use again.

DO NOT USE Wouldn't even give this company one star if that was an option. We haven't even been on our booked holiday yet and already have lost faith in them. We asked to amend our booking and haven't had any response, just been fobbed off every time we ring. Apparently the customer service team do not have any managers on site nor do they have any way of contacting anyone directly, if you believe what they tell you! They can only put a message on the system and just keep telling you to wait another 48 hours for a response, which never comes! DON'T BOOK WITH THESE PEOPLE if you expect any level of decent customer service or reasonable /timely response to any queries.
UPDATE - took a week to reply to tell us we couldn't amend our booking due to the airline T and Cs by which time the prices have more than doubled
AVOID AT ALL COSTS

My go to site for hotels abroad and uk. Check out the ‘offer details’ and you’ll find the extras that make the stay a great experience. Example breakfast included / later checkout.

Great documentation. Great organisation of transfers. Everything went absolutely smoothly and according to the schedule. We were very pleased with our holiday. Thank you Secret Escapes.

We have been using Secret Escapes for years. Easy to book and have enjoyed many good value trips. Highlights hotels etc we probably wouldn't find ourselves.

Just spend a night at the Collingwood hotel in Bournemouth must say what a lovely place to stay staff were very friendly the food was amazing and the room would definitely stay again

I never miss checking Secret Escapes first for holidays and breaks away to get the best deals. Genuine people offering fantastic value for money service.

Secret Escapes - Do it yourself-Pauschalreise

Wer bei Secret Escapes bucht, sucht das Besondere. Dass das „Besondere“ in unserem Fall aus einer unbezahlten Umschulung zum Krisenmanager und Reiseverkehrskauffrau bestand, war im gebuchten Leistungsumfang so nicht direkt ersichtlich.

Ende Februar eskalierte bekanntermaßen die Situation im Nahen Osten. Bereits Tage vor dem geplanten Rückflug von Colombo über Dubai nach München (in der Nacht zum 04.03.2026) baten wir Secret Escapes um Unterstützung. Die Reaktion von Secret Escapes war von einer beeindruckenden Beständigkeit: Ein Mix aus automatisierten E-Mails und unserer Wahrnehmung nach konsequenter Untätigkeit.

Da Hilfe ausblieb, mussten wir die Organisation selbst übernehmen. Wer schon einmal versucht hat, in einer globalen Krise von Sri Lanka alternative Routen über Mumbai (und von dort aus nach Äthiopien), Shanghai oder Istanbul nach Deutschland zu basteln, während die Ticketpreise synchron zur Weltlage eskalierten, der weiß: Das ist kein Urlaub mehr, das ist ein Schnupperkurs in Richtung Privatinsolvenz.

Um unserer Schadensminderungsobliegenheit nachzukommen, versuchten wir, Emirates telefonisch zu kontaktieren, da eine kostenlose Umbuchung online ohne Mitwirkung von Secret Escapes schlicht unmöglich war. Während Emirates telefonisch immerhin irgendwann erreichbar war und uns auf den 07.03.2026 umbuchte – leider erneut über Dubai –, glänzte Secret Escapes mit fehlendem Beistand. Selbst nach der zweiten Annullierung blieb der Beistand rein hypothetisch.

Unsere Odyssee endete schließlich nach einem Umweg über Hongkong und Amsterdam sowie einer abschließenden Bahnfahrt am 09.03.2026. Dass wir aufgrund der Verzögerung eine Beerdigung verpassten, müssen wir wohl als persönliches Pech einordnen.

Sicher, es gibt Schlimmeres, als an einem Strand festzusitzen. Aber das Gefühl, als Pauschalreisender in einer Krise komplett im Stich gelassen zu werden und nicht zu wissen, wann und wie man nachhause kommt, ist eine Erfahrung, die man nicht zweimal braucht. Besonders dann nicht, wenn man eigentlich an seinem Arbeitsplatz erwartet wird, die geschuldete Arbeitsleistung aber nicht anbieten kann und sich somit unfreiwillig mit den entsprechenden arbeitsrechtlichen Konsequenzen konfrontiert sieht.

Krisenmanagement und der gesetzlich vorgesehene Beistand durch Secret Escapes waren nüchtern betrachtet nicht vorhanden. Da uns durch die gezwungene Eigenregie erhebliche Kosten entstanden sind, auf denen wir sicher nicht sitzen bleiben, ist das entsprechende Anspruchsschreiben bereits auf dem Postweg.

Wir waren übrigens nicht die einzigen ‚Secret Escapes‘-Gäste vor Ort, die mit Blick auf eine Rückreise feststellen mussten, dass uns weit mehr verband als nur dasselbe Buchungsportal...

Ein Stern geht hier an die IT, die immerhin die Werbe-Mails pünktlich verschickt hat.

Customer support were great in helping me confirm a booking.

Customer Service experience wasn't great. I asked what cancellation or change of date or holiday options i had and Bradley just went straight ahead and cancelled my holiday. He then said i'd need to book a completely new holiday and couldn't rebook my original one (if that's what i wanted as price was now higher).
Got email to confirm refund of funds would be in my bank in 5-7days.
It then took 2wks of chasing Secret Escapes, and a forthright email from me, as they didn't actually process my refund until well beyond the quoted 5-7days...(!?)
I will not be using them again.

A great deal for a two night hotel stay but after booking the Hotel rang to say the selected dates were not available. Had to change dates which, fortunately, I could do. My first experience of Secret Escapes booking but not yet stayed at the hotel.

Awful experience. This was due to being passed to the third party holiday provider who I think was called Vive or Viva holidays. They were terrible. They argued with me because they changed the details and they're were extras that I wasn't happy to pay. They really didn't want to cancel my booking and it ended in a near shouting match and a threat to take it further before they agreed. Secret Escapes is not a problem but maybe they should vet the providers they deal with.

Booking went very smoothly however on closer inspection where it says parking I found it’s limited and chargeable. Having a blue badge and limited movement not always a good thing but we’ll see. I’ve emailed hotel directly to find out more. But hotel looks fab and I think we got a good deal

I've travelled before through Secret Escapes so it cannot be bad!

The description of the hotel is bigged up a bit but no more than any other holiday company. The main warning is on pricing. All the positive points are highlighted but the prices are for the cheapest airport, a long weekend rather than week or so holiday and no hold luggage. Once these are added, it's not the bargain suggested, but still a saving.

Last time there were issues with ticket allocation but they had been issued, just not delivered to the phone or by post. Hopefully this time the problem won't be repeated. We still enjoyed our holiday however.

I've used Secret Escapes many times over the years and it's always a fantastic experience. Whenever I'm booking a holiday it's my first stop.
This time it was Murano, Venice and it was perfect.