I have previously used Secret Escapes, with no issue. I booked a flight plus hotel with them on 9 May, for a departure in early September, and paid in full, receiving 2 confirmatory emails the same day, with details of flights, and the room at the offered hotel. 3 days later they emailed me to say the "hotel has made an error", and they could not honour the booking. An alternative hotel, at the entrance to a commercial port was offered instead. I declined the alternative, but found the hotel was still offering rooms on their own website for the chosen dates at a comparable cost to that already paid. I spoke to SE twice the same day, giving them the information, which they promised to follow up with the hotel. After 24 hrs of waiting, and with no positive news as to the result of what what I was told would be a phone contact with the hotel, I decided to accept their original offer of a refund, but was then advised that the flights were "non refundable", and that their emails to the hotel had not been answered. In other words, the useless flights (plus extra for hold luggage) already paid was a loss I should bear. Their suggestion today was that I should "contact the airline direct", if I wanted to "avoid disappointment". I have given them until the end of Monday 14 May to act in an appropriate way and honour their legal obligations to refund all the monies paid, notwithstanding their assertions that the flight cost cannot be refunded "in accordance with their T&Cs". Let's hope they live up to their previous reputation for straightforward business dealings with customers. Update to follow
Review by Calixthe1 year ago
Worked perfectly. Everything was as communicated and as expected.
Review by Rønnaug4 years ago
Had a problem with a hotel we had booked for a one night get-away and didn't stay. It was not the usual quality or reception that we usually get when booking with Secret Escapes and having been regular customers for many years and never experienced a problem it was a bit of a shock. However, Laura in customer services dealt with the issue speedily, fairly and comprehensively. Congratulations to Laura and to Secret Escapes and perhaps other companies could learn from your customer service
Review by Investortester4 years ago
Really nice trip! I will book with Secret Escapes more times!
Review by Tobynah5 years ago
Nothing was under our expectations, tather on the contrary.
Review by Suwa5 years ago
Mycket nöjda med vår bokning på Citadels lägenhetshotell i Berlin genom Secret Escapes! Vi kommer att använda Secret Escapes igen och igen och igen .......
We were very pleased with our stay at Citadels Apartments Hotel in Berlin, which we booked through Secret Escapes! We will definitely book with Secret Escapes again and again and again .......
Review by Kostka Lassov6 years ago
Really impressed with the dedication that Secret Escapes put into resolving my issue. Communication and updates were brilliant and dealt with not only efficiently but kindly. I would definitely recommend Secret Escapes to everyone.
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