How can we help you today?

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.
• 'Non-refundable' hotel-only stay: the contract is between the customer and the hotel.
• 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.

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

Cancellation and Rebooking 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.

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

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.

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. Flights are non-refundable.

If your booking is outside the free cancellation period mentioned above, you will be unable to cancel or change the date of your hotel.

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.

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.

Non-Refundable Hotels

Why should I book a non-refundable hotel stay?

By booking one of our non-refundable hotel stays, you could secure even better rates and availability in destinations across the globe.

Can I cancel or change my non-refundable hotel booking?

For non-refundable hotel bookings, cancellations and date changes are not possible once the booking has been made, unless otherwise stated in the offer T&Cs.

However, if you do wish to cancel or make a change to your booking, Secret Escapes may, at our discretion, assist you in your endeavour to liaise directly with the hotel to arrange this. We can give no guarantee that the attempts will be successful. The hotel may charge a cancellation or amendment fee (as shown in their T&Cs), which may be as much as 100% of the cost of stay.

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 7 or 14 days before departure (depending on which deal you've booked). Fees may apply for date changes.

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

'Secret Escapes Flexible Holiday' deals are partially refundable up until a certain point before your departure date. This date will differ depending on the offer you’re booking. To find out more, please click on the ‘The Secret Escapes Cancellation Terms and Conditions’ link under the ‘Additional information’ section for the offer you’re interested in booking.

If you wish to change your dates of travel, instead of cancelling the trip all together, this can be done up to 7 days before departure using our contact us form.

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.

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

To amend your 'Secret Escapes Flexible Holiday' booking, please submit a contact us form and we will look into it as soon as possible. Please note, we are unable to guarantee that requested changes will be possible, however we will keep you updated you via email with our progress. Fees may apply for changes.

If your departure date is less than 7 days away, unfortunately, we will not able to amend your booking.

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, 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 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.

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 a significant proportion 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.

What are ‘Exclusive extras’, and how is the value calculated?

A lot of our deals include 'Exclusive extras', which are added perks to make your Secret Escapes stay even more special - if they’re included in your selected deal, you’ll see them in the bullet points of the offer card. The value of these ‘Exclusive extras’ is provided by our hotel partners. This is then vetted by our expert internal teams to make sure our members have a clear understanding of the benefits provided to them when booking one of these deals via Secret Escapes.

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 Trusted Partner Flexible Holidays, you'll be able to find the included luggage allowance in the offer bullet points, offer details, and 'Travel details' tab for each sale.

For Secret Escapes Flexible Holidays, you'll be able to find the included luggage allowance in the 'Choose your flights' section in the booking flow, under 'Luggage'

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

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.

I can't find my booking confirmation, what can I do?

If you’re unable to find your Secret Escapes booking, please be sure to try logging in to the site with all possible email addresses that you may have created a Secret Escapes account with, before completing our contact us form with a proof of purchase so we can look in to this for you.

If you placed your booking via our iOS App or via an Apple device, then you may have decided to log onto your Secret Escapes App or website via your Apple ID. For this reason, your booking will only be visible via your iOS App or on the Secret Escapes site via the Apple device you used to place your booking (iPhone, MacBook, or iPad).

If you’re still having trouble finding your booking, please check on your Apple device to see whether you opted to hide your email address when logging into the Secret Escapes App or site.

To do this, please follow the below steps:

- Go to Settings → click on your name at the top → iCloud → select “Hide my email”
- When you click on “Hide my email”, you should be able to see the list of sites where an encrypted Apple ID email address is used
- If Secret Escapes is on the list, you will see an email address that starts with a string of letters and numbers and has @privaterelay.appleid.com as a domain

Your Secret Escapes booking will have been placed under this encrypted email address. If you wish to move your booking to your usual Secret Escapes account, please complete our contact us form, explaining the situation, along with your Secret Escapes booking ID, the full name and email address used to place your booking, your check-in and check-out dates, the name of the hotel or holiday package you have booked, and the correct email address that you would like your booking to be transferred to.

If you wish for your future bookings to be added to your registered Secret Escapes account, we would suggest not using the opt in via your Apple ID option, but to log in via the email address you originally signed up with.

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 a credit or debit card (Visa, Maestro, Mastercard and American Express accepted) or via PayPal. Unfortunately, we are unable to accept bank transfer payments.

I need help to make my booking

If you need a hand with your booking, give us a call on +44 (0) 203 608 0135 (Monday-Friday 9am-5.30pm), and one of our customer services team will be happy to help.

Can I add someone to my booking?

If you've booked a Refundable hotel-only stay and you're still within your free cancellation period, we suggest checking the 'Tell me more' --> 'Sleeps how many' section in order to see the occupancy allowance of the offer you've booked. If the offer allows you to add the number of travellers you need, and we have the dates available in the calendar, you can cancel your existing booking, receive credit, and then rebook with the desired changes.

If you've booked a Refundable hotel-only but are outside the cancellation period (travelling in less than 8/30 days), or you've booked a Non-refundable hotel-only stay, your booking cannot be amended. However, please reach out to us via our contact us page and our customer services team will 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.

If you've booked a Secret Escapes Flexible Holiday or a Hotel+Flights stay, please provide us with more details about your request using the contact us page, and our support team will be in touch with more information, and a quote for additional costs should the changes be possible.

If you've booked a Trusted Partner Flexible Holiday provided by one of our suppliers, any change request, including adding a traveller, should go directly to the provider of your package. You can find the relevant contact details in your booking confirmation.

Will I require a visa to go on holiday?

For up to date information, please visit the Foreign and Commonwealth Office website. It is your responsibility to ensure that you and all members of your party are in possession of all 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 that 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.

What does 'similar accommodation' mean?

In order to give you the best possible holiday, we sometimes offer trips where you'll be staying at one of a selection of hotels (all with the same star rating, board basis, room type and location). Mostly, you'll be staying in the hotel written up in our description, but we're unable to guarantee the exact accommodation featured on the website every time. We'll let you know the name of your hotel(s), at least seven days before departure.

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?

You can get in touch with us by clicking on the ‘Chat now’ button on the bottom right of your screen - we have 24/7 chatbot assistance, with live agents that will be happy to help. Alternatively, give us a call on +44 (0) 203 608 0135 (Monday-Friday 9am-5.30pm), or visit our contact us page, where our team will aim to get back to you within 48 hours.

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 give us a call on +44 (0) 203 608 0135 (Monday-Friday 9am-5.30pm). You may also speak to a hotel representative or your tour operator directly. 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 giving us a call on +44 (0) 203 608 0135 (Monday-Friday 9am-5.30pm), or clicking on the ‘Chat now’ button on the bottom right of your screen - 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 Limited is a company registered in England & Wales (registered number 07026107) whose registered office is at 4th Floor, 120 Holborn, London EC1N 2TD'. Emails from us will often have a Secret Escapes header. We will never ask you to make a payment via 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.