How to contact us

Understandably, the COVID19 outbreak has caused high volumes of members to contact us with enquiries about their bookings. Our team continues to work as quickly as possible to respond to all members who are uncertain about their travel plans.

  • For all members with historic bookings affected by COVID19: We should already have been in contact with you. If you have not heard from us, please use the form at the bottom of this page to give us your details. If you have an ongoing enquiry with us, please check for updates (including in any Spam email folders and voicemail).   

  • For all members due to travel in the coming weeks: if your trip looks likely to be impacted by COVID19, we will be contacting you in advance of your departure date. We are contacting people in departure date order and you do not need to do anything at this time.

  • For all members with a hotel booking in the UK, Germany, France or Austria with a check-in day during November 2020: please be aware that we have already sent you an email regarding your options. Please check your email inbox and spam folder. 

If your trip is affected by COVID19, our team will work through your options with you. Secret Escapes is working closely with hotels and travel partners to offer our customers new options, such as postponing and rebooking.

However, we appreciate that many members have questions right now, so we have put together an extensive set of answers which we hope you might find helpful.

Travel restrictions in different countries may change over coming weeks, so please continue to follow your government's travel advice.

Need to contact us urgently?

Please use this form to do so. It helps us help you faster:

Our customer service team is working around the clock to support our members at this unprecedented time and we appreciate your patience. Every member will be contacted and looked after, in order of departure dates.

Contact (09.00-18.00): +44 (0) 203 608 0135 

If you have already submitted an enquiry and have a case number, please do not submit another enquiry, respond to the email directly with the case number.

The Secret Escapes Team

If you have media enquiries, please fill out our Media Enquiry Form