Secret Escapes Avaliações 

Simple booking and quick confirmation for hotel we used earlier this year.

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Olaf
(61-65)
Deutschland
2 Bewertungen
Vor 6 Tagen • Verreist als Familie im August 2026
Exzellenter Service und tolle Ausstattung in der Unterkunft
6 / 6
.Schon vor der Anreise war der Service genial. Man bekam Emails mit nützlichen und wertvollen Tipps, einschließlich einer Möglichkeit zum online checking. Am Anreisetag wurde man freundlich und kompetent an der Rezeption empfangen und freundlich eingewiesen.
Das Appartement lag in der letzten Reihe und trotzdem hatten wir freie Sicht auf die Ostsee. Der Fußweg zum Strand betrug auch nur max. 5 Minuten.
Luxus Appartement trifft den Kern. Großzügige moderne und helle Zimmer auf 2 Etagen, mit 2 Schlafzimmern und jeweils eigenem WC und Dusche. Bei der Ausstattung fehlt es an Nichts! Jeder Raum hat mindestens ein Fenster / Terrassentür mit Fliegengitter. Auch gehören auf jedes Etage eine großzügige Terrasse zur Wohnung. Einschließlich eines Elektro-Grills. Die Ausstattung ist grandios!! Da fühlt man sich auf Anhieb wohl.
Auch für unseren Hund standen 2 Näpfe und eine große Decke bereit..
Nach das Meldung von 2 kleinen Mängeln, erschien nach nicht mal 5 minuten ein Techniker, der diese sofort behoben hat und auch noch den Gebrauch der TV erklärte. Das nenne ich vorbildlichen Service!!
Rund um, alles perfekt!
Wir kommen wieder

See review, spoke with two consultants, first useless who attempted to refer enquiry elsewhere without success.
Second was excellent, grasped problem ( Mashell ) and provided answers leading to booking.

AI led company. Avoid at all costs.

14 August 2026
Booked a 3-night hotel stay through Secret Escapes.

17 August 2026
Secret Escapes sent me information about booking transfers and sightseeing.
Based on the confirmed hotel booking, I booked non-refundable flights, airport parking and other arrangements.

18 August 2026
Secret Escapes cancelled the booking, stating there had been a pricing error.

I contacted the hotel directly.
The hotel confirmed to me in writing that Secret Escapes contacted them on the afternoon of 14 August regarding the incorrect rate.
The hotel advised Secret Escapes that the booking could not be honoured at that price and that this information should be communicated to me.

Despite this, Secret Escapes took four days to inform me. Secret Escapes has blamed the delay on the weekend and internal procedures.

I thought I was being very reasonable.
I offered to pay an additional £400 to salvage this special holiday.
Based on the price available on 4 August, this would have cost Secret Escapes approximately £100.
Based on the price on 18 August, this would have cost approximately £245. The price had increased to £645 by then.
Today, 21 August, the price has increased again to over £700.
Despite this, Secret Escapes rejected my £400 compromise.

The issue is not that a pricing error happened. Errors can happen.

The issue is that Secret Escapes knew on 14 August that the hotel would not honour the booking, yet I was not informed until four days later.

***THIS IS WHERE CUSTOMERS SHOULD BE CAREFUL. ***

In my experience, when things went wrong, Secret Escapes did not accept responsibility for the consequences of the four-day delay.

After reading a number of 1-star reviews, I found that other customers had also reported serious problems with how complaints were handled.

I also expect Secret Escapes to reply publicly to this review asking me to contact them privately so they can investigate or resolve the issue.

However, I have already been emailing Secret Escapes throughout the week. They already have my booking details and the full history of this complaint.

A typical public response is: “If you could kindly reply to the private message we are sending you via Trustpilot with your booking details or email address, a member of our team will be in touch as quickly as possible.”

Please be aware that, in my case, Secret Escapes has already had all of this information for days and has now given me its final position.

This is not the end of the matter as far as I am concerned. I have spent a significant amount on flights, airport parking and other non-refundable arrangements, and I am now considering my next steps to recover those losses.

Ich hatte Hochzeitstag der 30. Hatten uns einen schönen Tag in der Taunus Therme gebucht hatten für den Abend ein sehr gutes Abendessen im Zenzakan gebucht und eine Suite so dachte ich im Hilton Garden Inn. Daraus geworden ist ein Behinderten gerechtes Zimmer dunkel und alles andere als ne Suite. Wahrscheinlich das Angebot für 89 Euro habe aber dann die Suite für ca 230 Euro genommen aber nicht bekommen. Nie wieder Secret Escapes.

When I eventually spoke to the human voice of Afaf, the booking service to the Millend Hotel, Chagford and to Burley Manor, became a very pleasant process, but some parts of the overall Secret Escapes system were irritating. To start with I received some 8 or 9 lists of hotel offers within a fortnight. Most of these were duplicated but they were in differing orders which was confusing. Then the answering voice to telephone enquiries was obviously an AI robot which didn't give me much confidence. I was put through the first time to another lady with a broken English voice on a bad line, who couldn't validate my email address. She said that she would ring back when she had sorted out the reason for not recognising my address, but I don't think that she did. So I rang back myself and very pleasantly made my bookings via Afaf. Lastly, I have received three requests to comment on your service.
I must say that I was very pleased to get emails directly from the two hotels confirming the bookings within a few hours.

I booked very easily however, the price quoted is not the amount to pay. I presume this is added taxes which I was disappointed that not mentioned when ordering . I find with trivago they always state the cost of these and include.

Have used Secret Escapes before and have yet to be disappointed. We booked a hotel (UK) for my wife and I and another couple - the on line booking process was extremely straight forward and the instant confirmation contained all the necessary details needed for the trip. Pricing was good and we will use them again for sure.

I booked a Sri Lanka holiday through Secret Escapes and had one of the most frightening travel experiences of my life. When our return flight was cancelled due to the Middle East crisis, Secret Escapes ignored us for six days — despite the fact we knew other Secret Escapes customers were being contacted, offered flights home, and even placed in hotels.

During those six days, we had no support, no guidance, and no duty‑of‑care assistance. We were completely on our own.

When Secret Escapes finally answered — only after my son called them — they offered us two flight options. The first was early the next morning, which was impossible for us: we were staying in a very cheap hotel with no 24‑hour reception, and Sri Lanka was experiencing a fuel shortage, making it extremely difficult to secure a taxi to the airport at short notice. We simply could not get there safely or in time.

The only other option meant remaining in Sri Lanka for much longer, which is what we were forced to do. In total, we were stranded for 23 days, paying for everything ourselves.

Despite submitting full evidence of our costs (around £2,000), Secret Escapes offered just £250 — the equivalent of three nights’ accommodation. Other customers travelling at the same time received proper support, flights home, and hotel stays. We still have no explanation for why we were treated differently.

This experience was terrifying, exhausting, and financially devastating. I will never book with Secret Escapes again.

Really easy to find exactly what I wanted and easy to book. What we are getting is very clear

Easy to search and find a hotel at a good price. It would have been 5stars but I don’t like the booking fee applied.

I found dealing with Secret Escapes to be extremely efficient. The staff (especially Mariya and Liyabona) kept me updated and dealt with my queries timeously and effectively. Would highly recommend.

fijne website om onze vakantie te boeken en de vakantie zelf was zoals omschreven. wij zullen secret escapes zeker nog eens overwegen voor een volgende vakantie

Always found Secret Escapes easy to deal with, great offers and deals and good communication too....perfect combination

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

In 8 Tagen startet unsere Südafrika- Rundreise und ich muss leider sagen, dass sich meine Vorfreude durch die schlechte bzw nicht vorhandenen Unterstützung von Secret Escapes leider in Grenzen hält.

Wir hatten einen Wunsch zur Änderung des ersten Hotel.
Wir kommen am Morgen kurz vor 9 Uhr in Johannesburg an. Die Rundreise startet am nächsten Tag.

Den ersten Tag bzw Nacht müssen wir in einem Flughafenhotel übernachten.
Wir baten, schon vor 6 Monaten !!!, gleich am ersten Tag unsere Rundreise beginnen zu können und die wegfallende Übernachtung in einem Hotel während der Rundreise ergänzen zu können.

Es war schon mal extrem schwierig eine Person ans Telefon zu bekommen. Von einer Warteschleife zur anderen...
Keiner fühlte sich zuständig.
Nach Unzähligen Versuchen und langer e-mail kommunikation unsererseits meldete sich endlich eine Person die sich unsere Bitte anhörte.

Wir wissen nicht ob es an Ignoranz, Unfähigkeit des Kundendienstes oder einfach Desinteresse lag. Aber wie schon vermutet, war eine Umbuchung nicht möglich.
Natürlich hätten wir verstanden, wenn eine etwaige Umbuchung zusätzliche Kosten bedingen könnte. Nur wurde uns nie ein Vorschlag gemacht.

Bei eine Reise die mehr als 8000 Euro kostet, hätten wir mehr Interesse erwartet.

Nun sind es nur noch 8 Tage bis zu unserem Reiseantritt und wir wissen noch immer nicht in welchen Hotels wir übernachten werden. Was von Interesse ist, da wir dementsprechend unsere Ausflüge entlang der Route planen möchten.

Das alles bedeutet für uns, dass wir die nächste Reise wieder im im klassischem Reisebüro buchen werden. Da ist man flexibler und berücksichtigt unsere Wünsche.

Uns hat man nach mehren Reisen ( u.a. Bali, Sizilien Italien...) bei Secret Escapes als Kunde verloren. Bei den letzten Reisen war auch nicht alles perfekt. Aber damit konnten wir uns arrangieren.

Fazit:
Kurze Auszeiten in einem Hotel sind möglich

Von einer organisierten bzw hochpreisigen Reise würden wir dringend abraten!

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