Secret Escapes Reviews 

I am extremely disappointed with the level of customer service I have received from Secret Escapes.

I booked a hotel in Salzburg for 5–7 July and immediately received a booking voucher. A payment authorisation also appeared on my bank account. However, I never received a confirmation email.

When I contacted customer services, I spent over an hour on live chat, only to be told they could not find my booking and that I should contact the hotel myself. I emailed and telephoned the hotel, who advised that they had no reservation in my name and no availability for my dates.

After numerous emails and phone calls, Secret Escapes eventually informed me that my booking was in fact confirmed and held with the hotel. However, despite repeatedly requesting written confirmation that the hotel had acknowledged my reservation, I have not received the evidence I asked for. Instead, I have received several generic responses stating that my case has been escalated.

The most frustrating part has been the lack of clear communication and the amount of time I have had to spend trying to establish whether I actually have accommodation for my family. I have been passed between different agents, received conflicting information, and had to act as the intermediary between Secret Escapes and the hotel.

I hope this issue is ultimately resolved, but the experience so far has been incredibly stressful and has left me with very little confidence in the booking process or the customer service provided.

I will update this review once the matter has been fully resolved.

Booked the black swan in Kendal. Very personal service and excellent communication from Jerry throughout. Paying in installments suited our group and made the experience far more affordable.. a brilliant venue for any occasion, beautifully presented and very helpful guidebook ahead of the stay

Just booked a package holiday yesterday with secret escapes today I found the exact identical holiday with Jet2 Holidays for £200 cheaper. Secret escapes will not price match the holiday as they don't apparently on package holidays, only Hotel only deals. Very annoying as that is a lot of difference £200. I have been a very good customer over the decades to Secret Escapes, and the company really is not interested at all about my loyalty as a customer. I would suggest to anyone booking a package deal with Secret Escapes to check with other holiday companies as you will probably get a much better deal, silly me for assuming that Secret Escapes were always giving me the best deal, I think the whole situation is very unfair, as other holiday companies price match. Will not be using Secret Escapes ever again, my loyalty means nothing to them. Secret Escapes have said they are looking into this for me, but still have not got back to me.

Been using them for 15 years, my first point of call. Great prices and choices. I've just booked a fab 4 star hotel, deluxe room and spa and breakfast, in Stratford, London for less than £150.

Friendly, excellent service ...

We bought a package deal through Secret Escapes. The outward flight was changed by the airline and unbeknowst to us, Secret Escapes did not confirm the change. Consequently we could not check in online 24 hours before. Many emails and calls later, Secret Escapes finally did it only 15 minutes before the online check-in deadline. We were travelling to the airport and got the email too late to complete the check-in online. Checkin at the airport cost us an additional £140. Secret Escapes' Customer Service is off-shore, is slow to reply or doesn't reply at all. Unless you phone them (premium number), no action happens.

Very easy booking experience, will definitely use the service again

Booking worked smoothly as always, but on arrival we were informed that dinner service stopped at 7pm and the only available slot was 6:15, the included cream tea was not available after 5pm, so we missed that, no alternative offered (bar credit etc)

Wow! What a wonderful couple of days away. The hotel was fantastic, the staff were amazing and it was an amazing deal!

Too early to tell. I’ll come back after my stay

Easy to use website and find deal I was looking for. Excellent value against prices advertised directly on hotel website. Clear communication once booking confirmed. Have used numerous times and likely in future.

Absolutely terrible company - do not use - I am sure it is fine if everything goes well but the partners they use, specifically car hire with us just appaulling and no hlp from them at all. Stranded at an airport at midnight with no car to our destination, paying for a taxi to find out our car hire was cancelled as the flight was delayed. Just appaulling, they're comment nothing they can do go and get yourself other car hire, will never use again

Website easy to use,booked a two day break, great discount, confirmation came to me quick, happy customer. 🙂would recommend secret escapes website for a break away with great discounts

Very easy to choose an area , hotel and to check availability .Booking was simple and a detailed confirmation immediately sent out.

Absolutely amazing. The hotel hospitality was exceptional. The spa facilities were small but adequate. Swim, Sauna, and steam room small but wasn't busy.

The food was exceptional and chole the waitress and Bar maid was a real gem really knows how to make a cocktail so be sure to ask her to make.

Overall an amazing overnight stay and one were memories are made

Thankyou team

Information on property was very good. Easy booking process. Prices offered beat other competitors

The staff made the experience good. This was part of my 60th birthday celebrations. We arrived on the 1st June, departed on the 2nd June.
I would like to thank Cheree (Reception), she was helpful, kind and informative, so nice. Rose and Louise (Cafe), (Rose helped with my sisters dietary requirements), were helpful and engaging. Natalie, Sienna (Restaurant, Monday evening), very helpful and patient, especially with my sisters dietary requirements (Natalie I believe). Brooke and Eden (Restaurant) Tuesday lunchtime. Helpful and kind, and patient. Grace, who did my massage, she did well for her first day, was attentive and thorough with the assessment. And Jen, Treatment Reception, happy to talk as I'm a chatty person.
The view from the room was nice.
Unfortunately the rooms were very disappointing. Stains on the curtain, blown double glazed window. Radiator coming of the wall, the mirror lighting in the bathroom wasn't working on one side, and the mirror was extremely corroded on that side as well, and the seal behind the sink was coming away We had to request the Iron and Ironing Board, which apparently should have been in the room. Damage to the wall where the chair had rubbed against it. Cracks in the coving. Furniture was a little worn. I have a video if you wish to see it.
Also, we struggled to get a taxi (nearly an hour, so missed the train we were supposed to get), due to the lack of signal and even the in house Wi-Fi didn't help. Reception had to call a taxi and that was a bit of a struggle too, sadly.
Not sure if I would go back until a refurb of rooms took place, and this has made me cautious of attending any Champneys location. As I said earlier the staff were the ones that made our stay ok.

AI slop advert. Put me off booking with them. No need for AI for the theme of the advert, can very easily dress an actual actor up as a lobster. Lazy slop.

A very easy booking system and great deal on hotels