Secret Escapes Reviews 

First and LAST time with Secret Escapes. Trip to Marrakech. Description of the accommodation was not even remotely truthful. Accommodation promised 4-5* Riad in the Medina and a 4* Boutique Spa Hotel near Atlas Mountains. Riad staff great but location woeful. Back end of nowhere 25 mins walk to the main square. Locality really not good. Main issue was the 4* Boutique Spa. Not even close to 2*. We had read reviews before travelling and clear that some rooms far better than others. Contacted Secret Escapes 3 TIMES prior to leaving to check which rooms we had and change if necessary. NO RESPONSE EACH TIME. Got to hotel and rooms were dreadful. Dirty showers and toilets; peeling paint and holes in doors; fridge not working, TV not working. In the room we "upgraded" to, all the same issues and additional problems of wires hanging out of wall in washbasin area; sockets falling out of wall; lights not working. Spa unusable. No water in dirty jacuzzis and no facility for hammam etc. Secret Escapes told me it was under temporary repair. Already reviews from 11 months previously mentioned same thing. Transfers arranged by Secret Escapes in minibuses with no air con in 30 degrees plus. One minibus lacked seatbelts on 2 seats. Drivers constantly on phones or even WhatsaApp. Contacted Secret Escapes for refund with photos and full description of the issues. First reply ignored this issues and didnt even read the original booking by saying we hadnt had any transfers. Offered me a credit with Secret Escapes. DO NOT USE THEM. They just stand in the middle of the customer and local booking agents. Rely on local booking agents for information and don't bother to check out the standard of services offered.

I booked a five star hotel in england the Thornbury castle for my 60. birthday and four days before i could start my hotel acoomotation my father got an heartache and we must go back quickly to germany. first I wrote an email to secret escape and asked only for using the hotel for another date a rebooking, negative answer not possible. Second try I called the hotline from secret escape, first it seemed the agent understood my situation and said he would ask the thornbury castle for a rebooking. since once week I did not got an answer any more. First I had hope but now I am very very disapointed that I did not got an answer. That is not fair and most rude, do give hope but in the end I did not any answer. I would never make a booking again. same situation by booking. com, they understood my problem and paid me back tree day.

just returned from lisbon and porto on another delightful holiday with secret escapes.top class hotels in central locations .great flight times .brilliant train ride from lisbon to porto whole holiday was perfect .where to next ..thank you secret escapes.

We won the Great Summer Giveaway prize to the Hilton Mallorca Galatzo Hotel with Secret Escapes and would like to thank Jamila from Secret Escapes for the help and advice given in making sure all our needs were met. We have booked short getaways with Secret Escapes several times previously and find them to be of good quality and value. Highly recommend them

There is no doubt that secret escapes offers a great selection of holidays at great prices, however whilst halfway through booking 2 holidays the prices went up, one by £500 while we spoke to there own agents and the hotel to organise transport, we then could't afford it and had to start all over again! we did finally find a holiday but found the whole experience quite stressful, so will definitely need that holiday

Terrible experience, 7 nights paid, once we arrived at the hotel we discovered that only 6 were paid, a consequence of the fact that we had a return flight at 3 am in the morning.

Contacted customer service several times showing that the confirmation email was for 7 nights, initially they prevaricate and confirmed the 7 nights saying that they would contact the hotel. Later they wrote to us that the hotel had been paid for 6 nights plus the late check out on the last evening, but that was not paid either.

We also had problems with other agencies in past (local, voyage prive, pirati in viaggio, etc.) whose customer service was always available and up to par.

Secret escape on the other hand are THIEVES!!

NEVER AGAIN!!

Very good 5* resort, great customer service, very good food quality and literally everything is included, even the à la carte restaurants which are about 6! You just need to book as soon as you arrive. Beautiful seaview room close to the beach (room 563, highly recommended). Some staff in various restaurants were excellent, helpful and friendly. Great service for the arrival day when it was my partner's birthday. Well done Mitsis Royal Mare resort, we will highly likely be back.

With a simple click a vacation that seemed taylor-made !!

bella location camere ed edificio un po' datato necessita di manutenzione, personale super gentile e simpatico

Ottima esperienza! Soddisfatto del servizio di secret escapes !! Ti fa sognare

Location fantastica corredata da uno staff sempre disponibile elegante e cortese

I had a problem (positive Covid) and I had to cancel my book; Secret Escape contacted the Hotel for cancellation free of charge: great!!

Amazing location, outstanding staff! You have to stay in this place!

"We take care of every trip
We pride ourselves on taking care of every trip "

WHAT A JOKE!!. Absolutely rubbish

Our first and last booking with Secret Escapes UK. Arrived to pick up our hire car to be told we couldn't have a hire car as we had a debit card and not a credit card. We dont even have a credit card . We telephoned Secret Escapes to be told they cannot or will do nothing, that's it. It's an 11 day driving holiday !!!!

We booked on line and received an e mail with a detailed itinerary and where shown the small print about credit card by the hire company. Even they thought it was appalling.

Lesson learned, use a company who offer customer support and run a mile from companies such as Secret Escapes.

We are trying to pick up the pieces , but it has cost us hundreds of pounds !!!!

Reservation was cancelled becasue no flights from selected airport was possible.
Operator Sand Tours has a very bad services: late and incomplete feedback, 0% customer friendly.

What a terrible experience! I would not recommend to book here, is they think they can be anything like booking - your not! Your customer service is horrible.

We booked two nights away in a luxury wellness resort. Which in reality was just a family hotel with pool (also how the reception explained to us).

A wellness resort does not have a swimming pool which is full of local children and a mini-mini spa. We booked a wellness resort for calmness and relaxation, something you promised us. The hotel allows everyone at the pool (not a thermen by the way, they call it a pool themselves) which creates a crazy busy atmosphere.

We tried to solve it twice over the phone in which in the end they offered me a 25 euro CREDIT!!! Whilst I paida100 euro per night. The hotel couldn't help us and forwarded us straight back to Secret again, whilst they send us back to the hotel.

Seriously I have never experienced such a poor customer service. Don't book with them because they make you fake promises and when it comes gets t hard, they just ignore you after we submitted a formal complaint.

It was my first time in Maldives and honestly I couldn't have expected anything better than this. Upon arrival we were warmly welcomed by Fushifaru staff and our host Diksha who have been our lovely reference throughout the stay.
Everything has been perfect and well organized . We had chosen the half board package and I must say food was so yummy and of the highiest quality for sure! Great choice of food, new and different buffet every evening. Breakfast was vary and always plentiful and rich in terms of choise.
Our villa was confortable and roomy with a stunning pool watching the sunrise.
All the staff was totally caring and kind in any situation.
I strongly recommend Fushifaru for its vibrant soul.

Secret escapes helped me to solve the issue with my mistake off the reservation date