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Covid-19

The global COVID-19 pandemic has impacted the travel plans of a large number of members. The questions and answers outlined below may help you understand what is a complex and changing situation. Please be reassured that if you have an upcoming booking which is likely to be affected by COVID-19, we will contact you in advance of your departure date.

Secret Escapes is following government guidance across all regions where we offer travel.

What happens if my trip is affected by COVID-19 restrictions?

If you have booked a 'Refundable' hotel-only booking that is now impossible due to COVID-19, you are now able to cancel upcoming bookings yourself (and rebook at a later date should you wish to do so). To do this, simply head to your account, and find the relevant reservation under 'My Bookings' - alongside it, you will see the option to cancel it. If for any reason you are not able to make a cancellation, please visit our contact us page, scroll to the bottom and select ‘Cancellation Request’.

If you have added flights to a 'Refundable' hotel, flights are non-refundable. If you request to cancel your booking at a later date you'll only be refunded for your hotel. However, if Secret Escapes have to cancel your booking or your trip is now impossible due to COVID-19, we will contact you to discuss your options. If you've added flights to a 'Refundable' hotel for bookings to:

• Red listed countries: you will have the option of either a cash or a credit refund.
• Green countries: you will have the option to either travel or get a refund for your hotel if it's within your cancellation period. To find out the cancellation terms of your refundable accommodation, please check your booking confirmation. This can be found in your emails, or on your account on the Secret Escapes site. Your flights are non-refundable unless Secret Escapes has had to cancel your booking or your trip is now impossible due to COVID-19.

If you have booked a 'Secret Escapes Flexible holiday' and your trip is impacted by COVID-19, we will contact you to discuss your options. In all cases, you will have the option to rebook the same or similar package for a later date. For 'Secret Escapes Flexible Holiday' bookings to:

• Red listed countries: you will have the option of either a cash or a credit refund.
• Green countries: you will have the option to either travel or rebook for a later date.

If you have booked a 'Trusted Partner Flexible Holiday' and your trip is impacted by COVID-19, your supplier will be in touch with you to discuss your options.

Please look out for messages from us and check your spam / voicemail regularly. Affected bookings are being prioritised by departure date.

If you still want to speak to us, please fill in the form on the contact us page to help us help you most efficiently.

What is the best way to get a response to my enquiry?

There is a high volume of customer enquiries at this time, so please use the form on the contact us page to reach us. This form has been designed in response to COVID-19 to give us all the information we need to respond to you quickly and efficiently. Please submit one form per booking. All enquiries are prioritised by date of travel.

If you submit an enquiry, please monitor your email (including spam folders) and voicemail.

How long will it take Secret Escapes to get back to my query?

Our Customer Service team are dedicated to taking care of every trip and you can expect an answer within 72 hours of submitting your query form.

I have an upcoming Secret Escapes package trip and I haven’t heard from you. Why not?

For package holidays supplied by Secret Escapes, we are contacting members in advance of departure dates, so please check your spam folder and voicemail. If you have not yet been contacted by us, this should happen shortly.

If you have booked a package with one of our trusted partners, they will be in touch with you directly.

If you want further clarification, please fill in the form on the contact us page. We will prioritise imminent departure dates.

If my trip is cancelled due to COVID-19, can I get a refund?

Secret Escapes offers two types of travel: Hotel-only trips and Package trips (any trip where travel - air, rail etc. - is included). Your options will vary depending on the type of trip that you have bought:

Hotel-only stays: If you have booked a 'Refundable' hotel-only booking that is now impossible due to COVID-19, you are now able to cancel upcoming bookings yourself. If you would like to do so, simply head to your account and find the relevant reservation under 'My Bookings' - alongside it, you will see the option to cancel it. If for any reason you are not able to make a cancellation, please visit our contact us page, scroll to the bottom and select ‘Cancellation Request’.

With hotel-only trips booked before Covid-19, Secret Escapes acts as an intermediary and the contract is between you and the hotel. If you have purchased a non-refundable hotel-only stay via Secret Escapes, then it is up to the hotel whether they will offer a refund or not. Secret Escapes is unable to refund any stay without the permission of the hotel. If the hotel does agree to a refund, Secret Escapes will assist members as appropriate. In these situations, hotels should refund 100% of the cost of the trip to customers. Secret Escapes continues to reimburse its hotel partners as per the normal payment cycle. The good news is that almost all of our hotel partners are open to members postponing and rebooking their stay, so your trip need not be lost.

If your booking proactively cancelled by Secret Escapes due to COVID-19 and you have received a refund in Secret Escapes credit, but you would prefer a cash refund, please refer to the email we sent you with a link to a form where you can request this. If you can't find this email, please get in touch using the form on our contact us page.

Package stays: Two groups of package stays are available on Secret Escapes. The first group is offered by trusted partner operators. If your trip is one of these, then the operator responsible for your trip will contact you to discuss your options. As with hotel-only stays, in these cases Secret Escapes operates as an intermediary and the contract is between the member and the operator. The operator often has the most up-to-date information in these cases.

The second group of packages on the site is offered by Secret Escapes itself. With these trips, the Secret Escape team will contact you. You will be offered a cash refund or credit note to cover the complete value of your trip. Credit notes can be used on any offer on the site and any part of the credit note that has not been used will then be refunded to you as cash on the expiry date. Only bookings affected by COVID-19 (ie those falling on dates where government restrictions are in place) will be refunded, credited or rebooked.

How do I know who is responsible for my trip and for looking after me?

Secret Escapes does not own its own hotels, so it acts as an intermediary between its members and carefully selected travel partners. Secret Escapes only works with reputable operators and it quality checks them regularly, using member feedback.

If you have booked a:

• 'Refundable' hotel-only stay: the contract is between the customer and the hotel.
• 'Refundable' stay but you've purchased flights through Secret Escapes: the contract is between the customer and the hotel, and the customer and the airline, but Secret Escapes is your tour operator.
• Secret Escapes Flexible Holiday: the contract is between the customer and Secret Escapes and Secret Escapes is your tour operator.
• Trusted Partner Flexible Holiday: the contract is between the customer and the relevant supplier.

You can find your travel provider on your booking confirmation. In the event of your trip being disrupted you will be contacted by either Secret Escapes or the operator of your trip.

If you purchased your trip through Secret Escapes, we will do whatever we can to help you. However, the operator of your trip (be it Secret Escapes or a partner) will always have the most up to date information.

What if my hotel shuts, so I have nowhere to stay?

If your hotel shuts in response to COVID-19, but is not located in an area where official advice is advising against travel, your hotel should be in touch to discuss options. If you are worried, please use the form on the contact us page to inform us and we will try and assist you.

I have booked a hotel, but not flights, with Secret Escapes in a country subject to restrictions from COVID-19. What are my options?

If you have booked a 'Refundable' hotel-only booking that is now impossible due to COVID-19, you are now able to cancel upcoming bookings yourself (and rebook at a later date should you wish to do so). To do this, simply head to your account and find the relevant reservation under My Bookings - alongside it, you will see the option to cancel it. If for any reason you are not able to make a cancellation, please visit our contact us page, scroll to the bottom and select 'Cancellation Request’.

For all hotel-only bookings made before COVID-19, we are working with hotels to postpone stays and rebook members later in the year. If your trip is affected, we will contact you. If you have been contacted by your hotel and you have made a direct arrangement, please use the form on the contact us page to update us of your plans.

Please look out for messages from us and check your spam / voicemail regularly. Affected bookings are being prioritised by departure date.

If you bought your flights separately, you will need to follow up directly with your flight provider or explore your options with your travel insurance, so you know your rights if you are prevented from travelling.

What happens if an airline cancels my flight?

If your flight has been bought as part of your Secret Escapes booking and is impacted by airline changes, we or your travel provider will be in contact with you to discuss options If you did not book your flights with Secret Escapes, you should check the terms and conditions of the airline you're flying with and your travel insurance policy, so you know your rights if you are prevented from travelling.

Can Secret Escapes help me get back from abroad if I can no longer leave my holiday destination?

At Secret Escapes, we (and our operator partners) do everything we can to help customers who encounter difficulties whilst abroad. If you do have problems during a trip, your in-country team will be focused on supporting you. Secret Escapes gained experience of this type of problem during the locking down process and the team were able to help many customers get home safely. Whilst local law dictates what happens in different countries and the FCO are best placed to offer support on the ground, we are committed to doing everything we can to help our customers.

How are you making travel safe for members?

Keeping members safe is our top priority, so all our hotel partners are committed to complying with public health policy, as directed by their local authorities. There may be differences in public health policy across regions and countries.

What impact will social distancing have on my trip?

As hotels begin to open up, some facilities may be closed or restricted to ensure customer safety. Where we know that this is the case, we reference it in the specifics of the offer. However, we expect this may change or flex over time and on a hotel-by-hotel basis, so we are advising all booked members to contact hotels before their trip to get clarity on what is and isn't accessible.

Didn't find an answer to your question? Please visit our contact us page.

Covid Tests

How does it work?

We want to make getting away as easy as possible for you, so we've partnered with the Covid Testing Network to offer you a variety of providers and tests. The Covid Testing Network is an aggregator of various companies that provide COVID-19 tests. You can choose between various providers who can offer different types of test, with different turnaround times. Each test is purchased from your chosen provider directly on their own website and they will contact you with your results.

How do I know which test type to order?

Various different types of test exist and different countries are requiring different types as a condition of entry or return. You are responsible for ensuring that you select the correct test for your destination, so please familiarise yourself with the entry and return travel requirements before travel. You can find detailed information on those requirements on the Foreign Office website.

What happens if the test result doesn’t arrive on time?

Destinations are typically asking for a negative test to be taken 24-72 hours before travel, but these time periods vary between countries. Each test provider will indicate on their site their typical times for processing test results. There is no general guarantee of the tests being processed in time for your trip, but individual providers are offering certain guaranteed turnaround times depending on which option you select. Please refer to your chosen provider’s terms and conditions to understand how soon you can expect to receive the results.

It is your responsibility to book your test with sufficient time to ensure you receive the result before departure and within the necessary time limits for your destination. Secret Escapes does not accept any liability for your test result not being sent to you on time, or being otherwise invalid for entry, and we do not offer refunds for any resulting cancellations.

Didn't find an answer to your question? Please visit our contact us page.

Cancellation Policy

Refundable Hotels

How do I cancel?

For Refundable hotel bookings, you can cancel your booking up to 8 or 30 days before your check-in date to receive a full refund of your hotel cost (depending on the sale you've booked).

If you have added flights to a 'Refundable' hotel, please click here

You are now able to cancel upcoming bookings on refundable deals yourself. If you would like to do so, simply head to your account and find the relevant reservation under My Bookings - alongside it, you will see the option to cancel it.

If for any reason you are not able to make a cancellation, please visit our contact us page, scroll to the bottom and select ‘Cancellation Request’.

For hotel bookings, how can I tell if I have an 8 or 30-day cancellation period?

To find out the cancellation terms of your refundable booking, please check your booking confirmation. This can be found in your emails, or on your account on the Secret Escapes site.

For hotel bookings, can I cancel within 8 or 30 days of check-in?

For hotel bookings, if you are within 8 days or 30 days of check-in and therefore outside the refundable cancellation policy, you will not be able to cancel your hotel booking. Please contact your insurance provider to discuss your options.

If you have booked a 'Refundable' hotel booking that is now impossible due to COVID-19, we will contact you to discuss your options.

We understand that you may need to cancel your trip at short notice for other unforeseen reasons, including family tragedy. If these circumstances apply, please contact us using this form and we will aim to get back to you as quickly as possible.

How do I change the date of my hotel only booking?

If your 'Refundable' booking is within the free cancellation period - more than 8 or 30 days away (depending on the cancellation policy of the sale you have booked), you are now able to change the dates of your booking yourself. To do this, simply sign in to your account and find the relevant reservation under ‘Bookings'. Here, you will see the option to change your dates.

Please note, changing the dates of your booking is subject to availability and may not always be possible. If the sale you originally booked has now ended and is therefore not bookable, you'll be able to cancel your booking to receive a refund in Secret Escapes credit, which you can use to book a different hotel.

If your 'Refundable' booking outside the free cancellation period - less than 8 or 30 days away (depending on the cancellation policy of the sale you have booked), you will be unable to cancel or change the date of your hotel only booking.

If you have added flights to a 'Refundable' hotel, please click here

Do I have to have a COVID-19 reason to qualify for cancellation?

Not at all. While COVID-19 is the cause of some cancellations, we understand that you may need to cancel your trip for other reasons. Whatever these may be, please contact us using this form before 8 or 30 days from check-in and we will aim to get back to you as quickly as possible.

How will I receive my refund for my 'Refundable' hotel only booking?

If you have booked a 'Refundable' hotel-only booking and no longer wish to travel, you are now able to cancel upcoming bookings yourself within your cancellation period and choose how you would like to receive your refund. If you would like to do so, simply head to your account and find the relevant reservation under My Bookings - alongside it, you will see the option to cancel it. Here, you'll be able to choose from a refund in the form of Secret Escapes credit, so that you can book for a later stage or pick another deal, or, you can opt to have a cash refund processed to the payment method used when you placed your original booking.

If your booking has been proactively cancelled by Secret Escapes due to COVID-19, you will automatically receive a refund in Secret Escapes credit so you can rebook your stay at a later date or pick another deal on the site. If you would rather have a cash refund processed to the payment method used to make your original booking, we will have sent you an email at the time of cancellation with a link to a form where you can request this. If you can't find this email, please get in touch using the form on our contact us page.

Refundable Hotels with added flights

How do I cancel my refundable hotel booking with an added flight?

For Refundable hotel bookings, you can still cancel your booking up to 8 or 30 days before your check-in date to receive a full refund of your hotel cost (depending on the sale you've booked), but you will only be refunded for the accommodation.

However, if Secret Escapes have to cancel your booking due to unforeseen reasons, you can still receive a full refund. Bookings with flights benefit from ATOL protection on the full amount paid.

If your trip is now impossible due to COVID-19, we will contact you to discuss your options.

If you have added flights to a 'Refundable' hotel for bookings to:

• Red listed countries: you will have the option of either a cash or a credit refund.
• Green countries: you will have the option to either travel or get a refund for your hotel if it's within your cancellation period. To find out the cancellation terms of your refundable accommodation, please check your booking confirmation. This can be found in your emails, or on your account on the Secret Escapes site. Your flights are non-refundable unless Secret Escapes has had to cancel your booking or your trip is now impossible due to COVID-19.

How do I change the date of my hotel only booking?

Date changes for refundable bookings with added flights are not possible. If your booking is still within the cancellation policy period, you can cancel your booking and place a new booking for different dates. Please note, flights are non-refundable, so you will only be refunded for your accommodation.

Didn't find an answer to your question? Please visit our contact us page.

Flexible Holidays

We have two types of Flexible Holidays on the site; 'Secret Escapes Flexible Holidays' supplied by us, and 'Trusted Partner Flexible Holidays', supplied by a third party supplier.

Trusted Partner Flexible Holidays

What is a 'Trusted Partner Flexible Holiday'?

Our 'Trusted Partner Flexible Holiday' deals are provided by a third party supplier. Secret Escapes only works with reputable operators and we quality checks them regularly, using member feedback.

After you have placed your booking, the tour operator will reach out to you on the email address registered with at Secret Escapes, usually within a couple of days, and provide you with all relevant travel documentation, information on due dates, payment policies and available payment methods, before any payment is due. The tour operator will provide you with an ATOL certificate after you have made payment.

When is the payment due?

The exact due dates vary from supplier to supplier, and payment may either be split into a deposit first and the remainder later closer to departure, or be required upfront in full. For more information on the specific terms of your holiday, please refer to the supplier’s terms and conditions before placing your booking. The supplier link can be found in the sale's 'Offer details' and 'Good to know' section. If in doubt, please contact Secret Escapes directly.

Please note that this is not a guaranteed deferred payment method, since depending on the tour operator’s payment terms, payment may be due shortly after placing your booking on Secret Escapes.

How do I find out the cancellation or amendment policy for these offers?

To find out more about the cancellation and amendment policy for these offers, please check the deal's 'Offer details' or 'Good to know' section. Here, you'll find a link and/or phone number for the supplier's own website, where you'll find the terms and conditions.

Didn't find an answer to your question? Please visit our contact us page.

Secret Escapes Flexible Holidays

What is a 'Secret Escapes Flexible Holiday'?

Secret Escapes Flexible Holidays' are provided by Secret Escapes. With these offers, you'll be able to change the dates of your trip up to 14 days before departure.

What is the cancellation policy for 'Secret Escapes Flexible Holiday' deals?

'Secret Escapes Flexible Holiday' deals are partially refundable:

1. If travel (flight / train / ferry) is included:
   • 29 days or more before the departure date, the cancellation cost is 35% of the holiday cost (or loss of the full deposit if higher).
   • 28 days or less before the departure date, the cancellation cost is 100% of the holiday cost.
2. If travel (flight / train / ferry) is not included:
   • 14 days or longer before the departure date, the cancellation cost is 0%
   • Eight days to 13 days before the departure date, the cancellation cost is 50% of the holiday cost
   • Seven days or less before the departure date, the cancellation cost is 100% of the holiday cost.

If you wish to change your dates of travel, instead of cancelling the trip all together, this can be done up to 14 days before departure.

How do I cancel my 'Secret Escapes Flexible Holiday' booking?

To cancel your 'Secret Escapes Flexible Holiday' booking, please log in to your Secret Escapes account, click on your name in the top right hand corner of the site and click on 'My Bookings'. Select your 'Secret Escapes Flexible Holiday' to enter 'Your trip view'. From here, click on 'Cancel booking'. You'll then be able to see how much we can refund you based on the terms and conditions laid out above. If you still wish to proceed, please tick 'I agree with the cancellation' and we will then process this for you.

If you have booked a 'Secret Escapes Flexible Holiday' booking and your trip is now impossible due to COVID-19, we will contact you directly to discuss your options.

Can I change my 'Secret Escapes Flexible Holiday' booking?

To amend your 'Secret Escapes Flexible Holiday' booking, please log in to your Secret Escapes account, click on your name in the top right hand corner of the site and click on Bookings. Select your 'Secret Escapes Flexible Holiday' booking to enter 'Your trip view'. From here, click on 'Change booking' and enter your amend request into the free-text box, before clicking 'Request changes'. Our customer services team will review your request and contact you with options. Please understand that it is often not possible for us to do so as changes may depend on availability and the terms and conditions of our Travel Providers. Any request for a change to a confirmed booking must be made by the Lead Name on the booking and we may require this to be confirmed to us by email.

Didn't find an answer to your question? Please visit our contact us page.

About Secret Escapes

How does Secret Escapes work?

At Secret Escapes, we think booking a holiday should be an enjoyable and stress-free experience. So we created a website where we hand-pick high quality hotels and holidays with added inclusions and curate unique offers which are available only to our members. Every day we add new inspiring travel ideas to the site and to make it even easier for you to find the perfect getaway, we'll email you with properties we think you'll love.

It's worth noting that the availability of our lowest advertised rates may be limited, so don't miss out. By carefully selecting hotels and holidays for members, Secret Escapes acts as an agent for the suppliers, tour operators and hotels featured on the site, except for 'Secret Escapes Flexible Holiday' deals.

Why book with us?

Our ethos from day one has been to offer incredible value on luxury hotels and holidays, at home and abroad.

As a member of Secret Escapes, you can rest assured that all our luxury properties are specially selected for discerning travellers. This means that you don't have to scroll through endless average hotels to find a nice one you like. Our rates are only visible to our members, which means hotels give us great prices and added inclusions. This way you always get great rates on great travel and you don't need to shop around to find your perfect getaway. We also try to make sure that all of our members see the value of booking with us. All of our offers are hand-picked by our team of travel experts, and we always try and secure little extras, like room upgrades, spa treatments or discounts, welcome gifts or even evening meals and cream teas - anything to make your stay extra special.

What is my relationship as a customer with Secret Escapes once I’ve booked?

Here at Secret Escapes, we act as a travel agent and, for certain deals, as a tour operator to select and showcase unbeatable hotel offers and holidays around the world. Once you've made a hotel only booking on our website, your agreement is directly with the hotel: we sell their product, but it is ultimately up to them to ensure you get what you've paid for. This is also the case for package bookings with our partners, your agreement is with the supplier.

For 'Secret Escapes Flexible Holiday' deals, your agreement will be with Secret Escapes. You can find your supplier information on your booking confirmation.

Where do you get your star ratings from?

Each hotel's star rating is set by an independent organisation, to reflect and classify its standard of hospitality in its own country; in the UK, these organisations are The AA, Visit Britain, Visit Scotland and Visit Wales. We carefully hand-pick the properties you see on our site, and while a five-star hotel in London may differ from a five-star hotel elsewhere in the world, we analyse reviews and feedback to ensure each property continues to meet our own high standards - and exceeds yours.

Didn't find an answer to your question? Please visit our contact us page.

Your Account

Where can I find my account?

To log in to your account, simply visit www.secretescapes.com and enter your email address to access the full site. To access your account, click on your email address or name in the top right-hand corner of the site and input your password.

What can I do in my account?

In your account, you'll be able to find and amend your personal details, mail preferences, reminders, your favourites, upcoming and past bookings, account credit, bookings, gift vouchers and country membership.

Who can join?

Everyone, we love you all.

What do I get when I join?

We offer our members discounts on hand-picked boutique hotels and unforgettable holidays – luxury travel for less.

How often will you send me emails?

Normally, we send members a daily round-up of incredible deals. You can opt out of any Secret Escapes emails at any time – there's also a preferences selector, so you can take a break from our daily emails and just receive our weekly summary.

How can I change my mail preferences?

We understand that you may not want to hear from us all the time, especially if you have just been away. To change your mail preferences or to unsubscribe, simply log in to the site, click on your name in the top right-hand corner and select Mail preferences from the drop-down menu. From here, you can choose how often you hear from us and what we send you - you can always change these back if you change your mind.

How can I change my email address?

To change your email address, log in as normal, then please click on your name in the top right-hand corner of the site and select Personal Details from the drop-down list. At the bottom of this page, you can replace your current email address with your new one before clicking 'Confirm'.

How can I change my password?

To change your password, access the site using your email address only. Once you're on the site, click your name in the top right-hand corner of the page, and click on 'Forgot your password', followed by 'Reset my password'. You'll then be sent an email to your registered email address with steps to reset it.

How can I access my booking confirmation?

Once you have made your booking, we will send a booking confirmation to your registered email address. If you happen to misplace your email or, for some reason, you didn't receive one, you can access your confirmation by logging in to your account, clicking on your name in the right-hand corner of the site and selecting Bookings from the drop-down list. From here, you can either request for your booking confirmation to be resent, or print your details.

How can I add favourites to my account?

To 'favourite' a sale, simply make sure you're logged in to the site and click on the small heart in the right-hand corner of each sale card on our current sales page. To see all your favourite properties, click on My favourites in the right-hand corner of the site, just under your name.

How can I set a reminder for upcoming sales?

At the bottom of the site or search results, you can see 'upcoming sales'. To set a reminder for these and ensure you secure the best dates, simply click on the 'Set reminder'. We'll then send you an email to let you know once the sale is live on the site so you don't miss out.

How can I delete my account?

To delete your account and completely unsubscribe from our emails, please log in to the website, click on your name in the top right-hand corner, and select Personal Details from the drop down menu. At the bottom of this page, please click on 'Delete my account'. We'll be sad to see you go.

Didn't find an answer to your question? Please visit our contact us page.

Gift Vouchers & Credit

Vouchers

How can I buy a gift voucher?

To treat a globetrotting loved one to the gift of travel, head over to our gift voucher page , select the amount you wish to purchase and choose which format you'd like to buy it in; either a sleek, physical gift card, or for last-minute panics, an online e-voucher.

How can I add a gift voucher to my account?

To redeem your gift voucher, sign in to the site, click on your name in the top right-hand corner, and select 'Gift Vouchers' from the drop-down menu. You will be able to enter the code displayed on your gift card or e-voucher into the box, before clicking on 'Redeem voucher'. Your redeemed voucher will then appear below and the credit will automatically be added to your account.

How do I pay with a voucher?

Once you have added your gift voucher to your account, it will appear in your Credits section. These credits will be automatically applied to your booking when you check out. Vouchers and credit can only be redeemed on payments made directly through the Secret Escapes site at the time of booking. Where payment is taken on the supplier's own website, Secret Escapes credit cannot be applied.

To use credit on our ''Secret Escapes Flexible Holiday' deals, please contact our customer services team using our contact us form.

How do I send a voucher to someone as a present?

When purchasing a gift voucher, you'll have the choice to either send it as a 'Presentation gift card', or for last-minute purchases, as an e-voucher. You'll be asked to either add a home address for the gift card or an email address for the e-voucher. Please allow five working days for the gift card to arrive.

Can I spend more than the value of my voucher?

Of course! If the total cost of your holiday is greater than the value of the gift card, the remaining balance can be paid via another payment method.

My gift voucher has expired - what shall I do?

Most of our vouchers have a year validity. If your gift voucher has expired, you will unfortunately no longer be able to use it as a valid payment option. However, if you feel you have extenuating circumstances, please contact our customer services team using our contact us form.

Didn't find an answer to your question? Please visit our contact us page.

Credit

Where can I find my credit?

To find your credit, simply log in to your account, click on your name in the top right-hand corner of the page and select Credits from the drop-down menu. Please note, to use your credit on a 'Secret Escapes Flexible Holiday' package, please use the contact us form so that our customer services team can help you with this.

My credit has disappeared - where has it gone?

Most of our vouchers have a year validity - if your voucher was added over a year ago, your credit has now expired.

If your credit has not yet expired, and you have gone through to the booking calendar for one of our deals in the last 30 minutes, we will have automatically applied your credit to this booking so that you don't lose your desired booking dates. If you have abandoned this booking before payment, your credit will be locked for 30 minutes. After this time, your credit will be re-added to your account and automatically applied to any new booking you make.

How do I share Secret Escapes with my friends?

We love it when our members share their inspiring trips with family and friends - so much so that we offer booking credit for any successful referral (that is, when your referral link is used to sign up to Secret Escapes). You'll receive £5 credit when five people join, £25 credit when 25 join, and £50 credit when 50 join. We'll even gift you £25 credit for each initial purchase your friends make with us. To find your unique referral link, simply log in to the site, and click on Invite friends in the top right hand corner of the site.

What happens if more than one person recommends Secret Escapes to someone, who gets the £25 credit?

The person eligible for the £25 credit is the one whose email and referral link were used by a new member to sign up with us.

Will there be a cash alternative to £25 credit for recommending a friend?

No - the £25 credit can only be used towards purchases on Secret Escapes, and cannot be exchanged for cash.

Didn't find an answer to your question? Please visit our contact us page.

Our Deals

What are the different types of hotel and holiday offers you sell?

We have a range of different products on the site to meet the needs of our members at such an uncertain time. Each different product type can be identified by a coloured icon on the site:

How do you calculate the price and the discounts?

All of our sales are sold at members-only rates. The top rate advertised is the highest possible saving you can achieve with a particular offer and usually represents the lowest price you could pay. The 'up to' price reductions are valid when the sale goes live.

We advertise the price after checking and re-checking our rates numerous times before a sale goes 'live'. When a sale begins, we always ensure that our 'lead-in' rate - the price advertised at the top of the offer page - constitutes at least 10% of our total number of available dates for that sale.

Naturally, this leading 'best' rate advertised is usually the most popular, and often sells out before the remaining dates. Therefore, you may notice that a few days after the sale goes live, we're advertising a slightly higher 'lead' rate. This is only when the original rates have sold out. Full details on how our prices are calculated are available in the 'Offer details' section of each individual offer.

You should note that packages - offers that include travel - are priced per person, not per room.

Can I book a single room?

Single rates are sometimes available for selected hotels. To find out whether we offer single occupancy rates on the hotel or holiday you're interested in booking, click on the 'Offer details' section for the offer you want to book and navigate to the 'Single Policy' tab. Here, you'll find out whether we have single occupancy rates for that specific hotel.

All of our deals can also be booked for one traveller.

Does the hotel allow pets?

Some hotels we offer are happy to have furry friends accompany you on your trip. This information can usually be found in the 'Offer details' or 'Good to know' sections of the hotel sale. You'll either see a sentence saying 'This hotel is pet-friendly subject to availability', or 'Pets are not allowed in this hotel.' Regardless, we recommend contacting the hotel directly before you book, to ensure that your pet will be allowed to stay, in order to avoid potential disappointment.

Can I bring the whole family?

Sometimes our hotels give you the option to bring the family along with you, and this information can be found in the 'Offer details' section, under the 'Sleeps how many?' tab. You can also find out quickly by looking at how many people icons are shown on the offer, next to the words 'Sleeps up to'. Often an infant can be brought along free of charge, but children over a specified age will usually require an additional bed (this may come at an additional cost) - please be aware that at least one adult is usually required in the room. Unfortunately, due to occupancy rates, it is not possible to book adjoining rooms.

Are your hotels and holidays accessible for members with disabilities?

The easiest way to find out if a hotel is accessible, or has provisions for your particular needs, is to contact the hotel directly. This also applies to holidays provided by our trusted third party suppliers. In some situations, a supplier may be able to adapt a tour to your particular needs, but unfortunately this cannot be guaranteed. If you need information on whether a 'Secret Escapes Flexible Holiday' package is accessible, please fill in the form , stating your query in as much detail as possible, and we will do our best to find a solution for you.

How do I know how much luggage is included?

For holidays with travel included, you'll be able to find the included luggage allowance in the offer bullet points, in the offer details and in the 'Travel details' tab for each sale.

Can I add on a special request?

We know that many of you are travelling to celebrate a special occasion and we'd love to help you to add the finishing touches. We recommend contacting your hotel or holiday supplier directly with your request, as they are best placed to make the magic happen.

Didn't find an answer to your question? Please visit our contact us page.

Booking

I don't live in the UK, can I make a booking with you?

You can - if you live in one of the other territories in which we operate. We have sites in Germany, Switzerland, Belgium, Denmark, Italy, The Netherlands, Norway and Sweden. You can also find most of the Secret Escapes sales on the TravelBird website, which operates in all of these countries plus Austria and Finland.

Why can't I see your prices?

You need to be logged in to see our prices. Once you are logged in and have selected the offer that's caught your eye, the price should appear to the right of the images, with the full details of the offer.

How do I buy?

You can buy just as you would on any other travel website. Simply find your favourite offer, select your preferred dates and click the 'Book' button. You'll then be sent to the booking page where you can add your payment details and purchase the offer.

What payments methods do you have available?

Members can pay for their booking using credit or debit card (Visa, Maestro, Mastercard accepted) or via PayPal. Unfortunately, we are unable to accept bank transfers or American Express payments.

What fees are included in the total price?

We do our best to keep fees and taxes to a minimum, but sometimes we have to charge a booking fee. If a booking fee applies, it will be included in the prices you see on our website, and will be shown in the breakdown in your booking confirmation.

What is the booking fee?

A booking fee is an administrative fee charged by Secret Escapes when you pay for your hotel or holiday with us. This fee helps us provide customer support and helps us cover the cost of transactions on our website.

I need help to make my booking

If you need a hand with your booking, drop us a line on our contact us page and one of our customer services team will be happy to help.

Can I add someone to my booking?

If you wish to add someone to your booking, please use our contact us page to provide more detail. Our customer services team will then be in touch to let you know if it's possible to add someone and to provide a quote and options for you to proceed with.

Will I require a visa to go on holiday?

Some countries will require UK nationals to arrange a visa before travelling. For up to date information, please visit the country's government website. Please make sure you have arranged all the necessary travel documentation before travelling.

Will Brexit affect my holiday plans?

To stay informed about how the UK leaving the EU could affect you when travelling in Europe and the steps you need to take, please visit the Foreign and Commonwealth Office website.

Do I need to book travel insurance?

We would always recommend you book travel insurance whenever you book a break. We understand that travel insurance is the least glamorous aspect of buying a holiday, but it is one of the most important steps in ensuring your holiday is a great success. We recommend that all of our members purchase adequate travel insurance for the type of trip they book - whether it's a foreign holiday or a UK break. Depending on your level of protection (and we'd always recommend a comprehensive plan), travel insurance covers you against cancellations, healthcare, family emergency, baggage loss, supplier failure and a whole host of other potential issues. It’s always best to be on the safe side...

Didn't find an answer to your question? Please visit our contact us page.

Package Bookings

Am I covered by ATOL?

Secret Escapes is required by law to ensure that we sell packages (holidays with travel included) that are financially protected. So, if you've bought a package holiday with us, you are covered. Where you have purchased a package that includes flights, you will be protected under the ATOL scheme and you will receive an ATOL certificate with your booking confirmation. You will find the appropriate ATOL reference number of the relevant tour operator on your travel documentation, and in the 'Offer details' section of the holiday you have booked. If you have purchased a 'Secret Escapes Flexible Holiday' package that does not include a flight, your money will be protected in a trust account managed by Serenity Travel Trusts until your holiday is over. If you've booked a hotel-only deal with us (with no travel included) you are NOT covered by ATOL. You should take out adequate travel insurance. Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But, ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for more information about financial protection. Read more information about ATOL certificates.

My holiday includes flights - when do I get my exact flight times?

We always strive to ensure our members have all the information they need ahead of booking with us, and will display the latest, most accurate travel times as supplied to us by our tour operator for our partner packages. However, exact travel times are unfortunately out of our control and may be subject to change according to the tour operator's terms and conditions. Once your booking has been confirmed, you will receive updates about your final travel times from the tour operator directly. If you book one of our in-house 'Secret Escapes Flexible Holiday' packages, you'll be able to choose flight times that suit you. For more information, please see our terms and conditions.

I’m not happy with the flight times I’ve been given - what can I do?

As we're usually acting on behalf of a supplier or tour operator when offering holidays that include flights, we cannot control the flight times or offer alternatives ourselves. If you've booked a holiday through us with one of our trusted partners and are not satisfied with the times of travel, but these are as was advertised when you made your booking, we are unfortunately not able to help further. If, however, the flight times have changed since you placed your booking and do not fall within the suggested parameters, please contact the supplier or tour operator directly. If you book one of our in-house 'Secret Escapes Flexible Holiday' packages, you'll be able to choose flight times that suit you.

Didn't find an answer to your question? Please visit our contact us page.

Holibob Experiences

What is the cancellation policy for the experiences on Holibob?

You'll be able to cancel most experiences on Holibob up to 48 hours before the activity to receive a full refund. However, please check the cancellation policy on the booking page before you buy.

If you have already purchased an experience, you'll be able to find the cancellation policy on your confirmation email or tickets.

How do I cancel my Holibob experience?

If you're within your cancellation period of your offer, you'll be able to cancel your experience by clicking on 'Manage my booking' in your confirmation email.

For bookings outside the cancellation period of your offer, you will no longer be able to cancel.

For any further questions regarding cancellation, please contact Holibob directly at bookings@holibob.tech and on +44 (0)2037 697486, Monday to Friday from 8am to 7pm GMT.

How can I amend my Holibob experience booking?

To amend your booking, please cancel your current experience within the cancellation window and rebook for another date.

For bookings outside the cancellation period of your offer, you will no longer be able to amend your booking.

For any further questions regarding amendment, please contact Holibob directly at bookings@holibob.tech and on +44 (0)2037 697486, Monday to Friday from 8am to 7pm GMT.

Do I need to print the tickets for my Holibob experience?

You'll find information on whether you'll need to print your tickets, or show them on a mobile device both on the experience page before booking and in your confirmation email.

How will the payment for the Holibob activity appear on my bank statement?

Your booking will appear on your bank statement as "Holibob Ltd".

What shall I do if I can't find my booking confirmation?

If you're having trouble finding your booking confirmation, please contact Holibob directly at bookings@holibob.tech and on +44 (0)2037 697486, Monday to Friday from 8am to 7pm GMT.

How can I find out more information about one of the expeirences?

If you'd like to find out more about an experience you're interested in, or have already booked, please contact Holibob directly at bookings@holibob.tech and on +44 (0)2037 697486, Monday to Friday from 8am to 7pm GMT.

Can I book an experience booking over the phone?

Experiences must be booked online, and we're unfortunately unable to take bookings over the phone. To make a booking, please visit our 'Experiences' page, have a browse, choose your dates and ticket type for your preferred experience and book!

I have an issue on the day of my booked acitivity - what shall I do?

If you have an issue on the day, please contact the supplier of your activity directly. You'll find their contact details on your tickets and confirmation email. If for some reason, you are unable to reach the supplier, please contact Holibob directly at bookings@holibob.tech and on +44 (0)2037 697486, Monday to Friday from 8am to 7pm GMT.

How can I provide feedback about my experience?

If you have any feedback about your experience (good and bad!), please contact Holibob directly at bookings@holibob.tech and on +44 (0)2037 697486, Monday to Friday from 8am to 7pm GMT.

Didn't find an answer to your question? Please visit our contact us page.

Customer Services

How can I get in contact with Secret Escapes?

There is a high volume of customer enquiries at this time, so please use the form on the contact us page to reach us. This form has been designed in response to COVID-19 to give us all the information we need to respond to you quickly and efficiently. Please submit one form per booking. All enquiries are prioritised by date of travel. If you submit an enquiry, please monitor your email (including spam folders) and voicemail.

How can I leave feedback for you?

We really value our members feedback and we want to hear about your experience with us, good or bad. To send us your comments, please use our contact us page and a member of our customer services team will be in touch as soon as possible.

Who should I contact in case of problems before, during and after my trip?

If you have any queries or concerns during your trip, please speak to a hotel representative or your tour operator directly for the speediest resolution; do also get in touch with us so we can assist you to the best of our ability. If you have any concerns about a new booking, feedback about your holiday experience or you have a query about a Secret Escapes package, please let us know by filling in the form on our contact us page

What if I have a complaint while I’m away?

If you're unhappy with any aspect of your hotel or holiday, please take this issue up with the hotel management, your tour operator or the resort representative directly. They will be able to address any issue you may have on site, and we will assist you as much as possible with reaching a satisfying resolution. In rare cases, you may feel that we did not accurately advertise a hotel or holiday, and that you did not receive what you bought. Again, please start by notifying the hotel management, tour operator or resort representative for a speedy resolution. Of course, please also contact us with your feedback by using the form on our contact us page - we're here to provide you with a truly enjoyable luxury escape, and we need to know if you feel we haven't done this. If you have an issue with any booked travel, such as delays or cancellations, please contact the tour operator directly or Secret Escapes if it's a Secret Escapes Flexible Holiday' package; an emergency contact number will be provided on your booking confirmation.

If I contact Secret Escapes, will I receive acknowledgement, even if there is not a final resolution?

We understand that it can be frustrating to have to wait for answers regarding your questions or concerns. If you have an ongoing case with our Customer Service team, they will endeavour to keep you informed regularly regarding the progress of your case. The length of time between contact, and progress towards a final resolution may depend on the complexity of your query and your departure date. Whatever happens, we will try our hardest to have your query resolved as soon as we possibly can.

How do I know an email is from Secret Escapes?

In this day and age it can be difficult to tell when a communication from a company is genuine, so here's how you'll know it's us: All communications from Secret Escapes will come from 'Secret Escapes'. If you have made a booking, your booking confirmation will come from service@email.secretescapes.se and will hold your transaction ID. If you have contacted our Customer Service team, the communication will come from a @secretescapes.com address for UK-based members.

At the bottom of the communication, you will find the following sentence: 'Secret Escapes Ltd a company registered in England Wales under number 07026107, registered office 120 Holborn, London, EC1N2TD © Secret Escapes 2020' Emails from us will often have a Secret Escapes header. We will never ask you to make a payment via Email or SMS.

Where can I get a VAT invoice?

For hotel and package bookings with our trusted partners, Secret Escapes acts as an agent between the customer and the hotel or tour operator, and therefore cannot issue an invoice for a sale made by the hotel or tour operator. Should you require an invoice displaying the VAT paid, this can only be obtained directly from the hotel, which, legally, is the entity that provided the service for you. Of course, through our selection of partners, we always try to ensure that customers receive an invoice at check-out. However, Secret Escapes is first and foremost a portal for leisure travellers, which is why individual hotels may not issue an invoice displaying the VAT for business travel. Unfortunately in this case, Secret Escapes cannot intervene because of its intermediary role. Secret Escapes can only issue a separate invoice displaying the VAT for either 'Secret Escapes Flexible Holiday' bookings (where Secret Escapes is the tour operator) or for any applicable booking fees or card surcharge. To obtain this, please fill out our contact form.

Didn't find an answer to your question? Please visit our contact us page.

Brexit

What passport validity do I need to travel to the EU?

You should have at least 6 months left on an adult or child passport to travel to most countries in Europe (not including Ireland). To check if your passport meets the new validity rules, use the online passport checker here.

You should allow up to 10 weeks for your new passport when applying from the UK. Updated processing times for overseas applications will vary. Both blue and burgundy British passports, including those with “European Union” on the cover, remain equally acceptable.

Is my European Health Insurance Card (EHIC) still valid for travel in the EU?

Your European Health Insurance Card (EHIC) will still be valid for travel to the EU until its expiry date. Once your EHIC expires, you can apply for a Global Health Insurance Card (GHIC), free of charge, online here.

EHICs and the new GHIC provide the same access to emergency and necessary healthcare cover for travel to the EU. You do not need to apply for a GHIC if you already have a valid EHIC.

If you are visiting Switzerland, Iceland or Liechtenstein, your card may not be valid. You should get appropriate travel insurance which covers your health needs. A UK passport can be used to get medically necessary healthcare in Norway. For more infomation, please visit gov.uk.

Do I still need travel insurance if I have an EHIC card?

EHICs and GHICs are not an alternative to travel insurance. Full information on getting the right travel insurance is available here.

What do I need to know before driving in Europe?

UK Motorists driving their own vehicle to Europe must obtain a motor insurance Green Card, and may need to display a GB sticker on their vehicle. Please check here for further information on the new documents you will require.

You will require an insurance Green Card for the vehicle you are driving to EU and EFTA countries. Please contact your insurance provider at least 6 weeks before you travel. You will need to display a GB sticker on the rear of your vehicle if your number plate has:

• a Euro symbol
• a national flag of England, Scotland or Wales
• no flag or identifier at all - numbers and letters only

For Cyprus, Malta or Spain, you'll need to display a GB sticker regardless of your number plate.

If you have a card driving licence, you do not require an International Driving Permit (IDP) to drive to the EU, Switzerland, Norway, Iceland or Liechtenstein. You may need an IDP to drive in some EU countries and Norway if you have either:

• a paper driving licence.
• a licence issued in Gibraltar, Guernsey, Jersey or the Isle of Man.

For more infomation, please check the requirements with the embassy of the country you will be driving in.

Full information on driving in Europe is available here.

Can I bring my pet with me to the EU?

Please check the pet policy of the sale you're thinking of booking before making arrangements to bring your pet with you.

If you have an existing pet passport, this can no longer be used to enter the EU or Northern Ireland and pet travel requirements have now changed.

You'll now need to have visited the vet at least one month before you travel and any cats, dogs or ferrets will require a microchip, a valid rabies vaccination and an animal health certificate.

If you’re travelling directly to Finland, Ireland, Northern Ireland, Norway or Malta, dogs will also require tapeworm treatment.

For more information, please click here here.

Didn't find an answer to your question? Please visit our contact us page.

3D Secure™

What is 3D Secure™?

3D Secure™ (or 3DS) is a secure online payment service available for Visa and MasterCard cards. If your card issuer requires additional verification to authorize the payment, a 3D Secure™ window will open. Your bank will ask you to verify your identity by entering an authentication code. It’s an EU wide regulation that’s enforced by each EU and EEA member state's financial institutions; for Germany, this is BAFIN.

Where the payment value exceeds €500, the completion of 3D Secure™ is mandatory. For cases where the value is below the maximum threshold, your bank may require 3D Secure™ to be completed, this is not requested by Secret Escapes.

You either need to follow the steps laid out in the 3D Secure™ redirection page or, if you haven’t set your account up with the required information to do this, you must get in contact with your bank.

Alternatively, you can make payment through one of our alternative methods, such as PayPal, or (where available) SOFORT, SEPA and Invoice (RatePay).

Didn't find an answer to your question? Please visit our contact us page.