Reply from Secret Escapes
[REPLY]
- Reviews (340)
- Caroline
- 1 Review
Just great service and a perfect anniversary!
I booked a night's stay and a meal- the hotel was lovely and we got upgraded too! Dinner was gorgeous, 3 courses! The booking was smooth and easy: I will definitely use you again!
- Karen
- 2 Reviews
got some great deals
Has some super offers. Always worth a look . Easy to book .
- Steve Routly
- 1 Review
Simple process , hotel had full details , inc offers , all good , recommend.
Simple process , hotel had full details , inc offers , all good , recommend.
- Mrs Gillian Spencer
- 1 Review
- Customer Name
- 1 Review
great experience hope to use secret escapes again
lovely hotel, friendly staff, excellent food - will recommend to friends
thanks
- Mrs Georgina Penketh
- 2 Reviews
A great night away in a lovely Elizabethan manor house with a fantastic restaurant.
The restaurant was excellant, we had a tasting menu as part of the package which I have never tried before and would not have chosen had it not been part of the deal. We were offered alternatives if there was something we didn't like. The room was definitely deluxe with a staircase up to the ensuite and a very comfortable bed. The building is a stunning Elizabethan Manor house beautifully restored and the staff are friendly and helpful.
- Jacky Jones
- 1 Review
The success of Secrer Escapes is that they offer genuine savings over any other quote I can find; long may it continue!
A hotel's rack rate was £650; Secret escapes offered it at £200 and the nearest provider I could find on the Internet was £100 more. THAT is value for money and attracts my business.
- jonathan stewart
- 1 Review
Excellent
The whole experiance was simple and easy and exactly as described. Their was no way I could have I could have went to that hotel had I not gone through secret escapes the money saving was brilliant.
- Theresa Clark
- 1 Review
Wish I could afford to book all of their offers!!!!!!
, Love my emails from Secret Escapes and have shared my secret !! with all my friends and family.
Our daughter and her partner recently booked us a weekend in London with SE at The Chelsea Bridge Pestana Hotel what can I say marvelous from start to finish.
I will keep checking the emails to see where our next trip takes us.
thank you Chanelle and Andrea and Secret Escapes
- Mr and Mrs J porch
- 1 Review
An unexpected treat
This is our first break with Secret Escapes and it more than lived up to our expectations. The booking was easy and confirmation by e-mail followed soon after.
The Bristol Hotel is in a lovely area of Bristol and was ideally situated for us, a pair of pensioners.
The hotel was first class in every way, the accommodation more than lived up to its star rating. We were very pleased with the restaurant and bar facilities . All the staff without exception were helpful and pleasant.
- Keith Greer
- 1 Review
Good value and nice hotel
Good value as ferry and two evening meals included. Had a couple of problems with plumbing in the hotel which could have caused injury. Other than this hotel was good. Parking is a problem in St Helier but only ended up spending £7.50 for the three days.
- Catherine
- 2 Reviews
impressive and inspired holiday breaks
We love the breaks on offer in the UK and abroad and its so easy to book on line too!
- Gaynor Atherton
- 1 Review
Go nuts in Knutsford
We arrived at The Mere and were made to feel special from the first moment. The spa facilities are particularly special with lots of 'rooms' to choose from. Dinner was Devine, faultless.
Thank you Mere
- Andrew Drummond
- 1 Review
Excellent value for money.
Really easy to use.
Superb communication.
Exceptional value for money.
- José Preston
- 1 Review
excellent value what's not to like
We've had 2 breaks with SE, both were excellent value.
SE places are just that - not run of the mill hotels deals but special places at great value. We try to pick deals that have meals included as the restaurants are usally top notch. On both of our breaks we had great quality food in lovely hotel restaurants. You really should try it, you won't be disappointed.
- Pat Edwards
- 1 Review
Easy - especially for us 'oldies'
No problems navigating the site. Everything from searching, to booking ,to paying made very easy. Anyone could use the site without problem - even our friends !!!!!!!
- Ali Havard
- 1 Review
Fantastic hotel in a brilliant location.
The hotel was exactly as the review had promised. We stayed at the Cedar Court Hotel in the centre of York for a really reasonable rate. All the attractions of the city were easily walkable as stated in the review.
Check-in was easy and we were given a lovely room. All of the staff were polite and friendly and nothing was too much trouble.
We had a five-star experience at a fraction of the cost. We will definitely be using Secret Escapes again!!
- Joolscroft
- 1 Review
Excellent value superb service
We would never have been able to afford the hotel normally, so Secret Escapes enabled us to have a honeymoon to remember. Within an hour of booking through Secret Escapes we were contacted directly by the hotel and we got everything we were expecting as per the Secret Escapes offer. Will definitely book again.
- Christa Edgeller-Bray
- 1 Review
Fab-bu-lous darlings!
Friendly, Top notch, as super as you hope it will be ..lovely 'normal' staff, food to die for in Resturant
- Martin Tricker
- 1 Review
Perfect!
Easy booking and a really good price. Hotel was lovely just what we needed.
- Jenny and Amy
- 1 Review
Fantastic
My daughter and I have just returned from a trip of the Golden Triangle - India, which we booked through Secret Escapes. The tour was with Journeys of Distinction. We had a fabulous trip and it was nice knowing we had about £150 discount each by booking through Secret Escapes. We have also travelled to other parts of the world through Secret Escapes and would thoroughly recommend using them. We find as a family that by using Secret Escapes the cost of the holiday is usually about that of a 'traditional' holiday but with a far more luxury.
Each week I look forward to receiving their email with the latest offers. Here's to our summer break!
- Tracey Hutchens
- 1 Review
A wonderful luxurious holiday
The holiday started with the personal service of Blue Islands Airlines based in the Channel Islands and were excellent. We arrived at the Royal Yacht Hotel and were delighted. We had upgraded to a Platinum room so we had a marina view and the room was beautiful - a suite complete with flufffy towels and robes. Even a tv in the bathroom. The hotel staff were great and very attentive and could not do enough for us. We used the pool and gym every day. The hotel food was excellent - faultless. We would love to go back as 3 days not enough for us! WIll use Secret Escapes again soon.
- Catch22
- 1 Review
A great family reunion
Met up with the family, and the youngsters had a lodge, and we stayed in the hotel.
All the staff very friendly ,and were considerate, especially as I was still in plaster. The family made good use of the Spa and treatments which they said were of a very high standard.
It is the only place I know where you can turn up in wellies for breakfast( ready for the outdoor pursuits.) The younger children enjoyed the falconary and the ferrets plus the walking to the local Pub. Another must. Good food and value. The cream tea was perfect.
- Margaret Manchester
- 2 Reviews
Great hotels and great service
We visited Matfen Hall, a small quiet hotel with peaceful views across a landscaped golf course onto woodland. The hotel and spa were as expected. The room was clean and provided everything that we needed including complimentary still water in the fridge. The view from the room was disappointing but we didn't spend much time in it. Lunch in the conservatory was relaxing, although the service in here was poor (we were given the wrong drinks and then overcharged!). We used the spa facilities; the pool was warm compared to most and the glass roof made it very light and airy. There is also a hot tub, sauna and steam rooms. Dinner in the Library restaurant was absolutely excellent! We couldn't fault any of the dishes we ordered and the service was very good too. Overall this was an enjoyable and relaxing stay.
- John Moran
- 1 Review
Excellent,I will have no reservations using this Company again.
Booked a secret escape in padstow,Cornwall.Could not have been easier to do. Hotel and staff were excellent. Had a relaxing,trouble free 3 nights away. Thank you Secret Escapes.
- Stuart Tunney
- 1 Review
Superb support throughout and beautiful holiday experience
Very thorough and easy process prior to going away. Hotel transfer and reception was smooth. Hotel was lovely. Resort was cheap and quiet. Bliss!!
- Mary khan
- 1 Review
Everything was straight forward
Booked a spa night, Was having problems booking online as my Internet was down I called secret sales they did it for me the man was very professional and polient, had a really great night and at a bargain price!! :)
- Victoria Sorby
- 1 Review
really fabulous
the service was great... everything was in place and organised so we had to do v little
would have liked a little more / clearer information prior to departure... so that we didn't have to rely on putting our trust in the company.
luckily we were able to!
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- Sasha Hill
- 1 Review
Bad customer service when things go wrong
I was so happy once I had successfully purchased a weekend break in Cornwall. I had been longing to go there for years, and was so chuffed it had been booked. Secret Escapes deducted the money immediately from my account, so as far as I was concerned, all was in order. The following evening I received a call to say that there had been an error and they had over booked the hotel and therefore my booking wasn't confirmed. They said they could look at other dates for me. I said I would be happy to travel any weekend thereafter for the next three months. Hours later they managed to agree another weekend date with me, which I accepted. I got sent an email confirmation that it had all been booked for that later done. I thought, well not too much harm done, at least I am still going. I later received a call to say that the new dates are more expensive and I would now have to pay more money. I said that this is unacceptable is it was their fault that they over booked in the first place, the least they could do is pay the difference in cost as a gesture of goodwill. The stuck to their guns and said if I don't pay more money they would cancel the booking. I said I don't want the booking cancelled, but I feel they should not make me pay any more as it was their mistake. They tried to pass the blame on to the hotel. They said they would investigate and get back to me about why this happened. They cancelled my booking and it took several days for me to receive my money back. I emailed a complaint. A week later I had not received a response. I called to ensure my email was safely received and they confirmed it was and they would get back to me by the end of that week. No reply. I emailed again and my email was yet again ignored. I would not recommend Secret Escapes to anyone now. This whole situation has cause me a lot of distress. Their customer service is truly shocking and I am very disappointed about the whole thing. To make matters worse another agent was offering the same deal for less money, but as I was messed around for so long, I wasn't able to take up their offer in time, if I had been told sooner that they had overbooked, I would have been able to make alternative arrangements with a more trusted agent which I have used several times without any problems.
Reply from Secret Escapes
I am very concerned by what you have written here. It certainly isn't representative of our members experience and not what I would expect for any member.
If you wouldn't mind, I would like to get some more information from you. If at all possible, could you please email my support team support@secretescapes.com and make this fao Shane Simpson (Head of Customer Services). I will look into this and contact you once I have concluded my investigations.
Kind regards
Shane Simpson
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- Carolin Dawson
- Birmingham, GB
- 2 Reviews
Very well organised web company
I have booked several times with Secret Escapes and I still think this is one of the best sides on the web. Service is second to none if you have a problem. The team is very friendly and helpful, the deals are really good and you will find your own gem. Thank you Secret Escapes.
- Tony Day
- 1 Review
Fast and friendly service
I have and will recommend this site and service to everybody. I didn't have any problems at all
- Peta Barber
- 1 Review
We thoroughly enjoyed an amazing night at the Danesfield House Hotel and Spa.
We were greeted by very friendly staff at Reception. As the jug of welcome drink had beeb used up by the four guests checking in ahead of us the receptionist said she would have two glasses sent to our room. A few minutes after arriving in our room the same receptionist arrived with the two glasses of cocktail and then offered us complimentary tea or coffee which was delivered a short time afterwards. Our room was quite the nicest room we have had on a weekend away. It was spotlessly clean, nicely decorated and a couple of steps down we had a separate lounge area with two very comfortable armchairs and a two seater settee, desk with tea/coffee making facitities and a tv with mini bar below.
The hotel is located in acres of beautiful grounds that are very well kept.
The Spa was excellent although we did not have any treatments we enjoyed a swim in the pool, use of the jacuzzi and steam room.
The food was excellent, both at dinner and breakfast. The staff were very obliging and served with a smile. My husband is a coeliac so we were pleased that gluten free bread was available and that anything on the menu could be adapted.
Altogether, it was an excellent overnight stay and would recommend this hotel to all friends and family.
Thank you.
- Greg Vines
- 1 Review
Don't believe their hype
Twice now I have found better deals than secret escapes by booking directly with hotels. Last time SE was claiming a 76% discount for a hotel I was interested in, but it was much cheaper for the same dates on the hotel site. When I informed SE of this they responded that I was wrong. I then sent them copies of the quotes from the hotel, i received no apology, no explanation. I used to use them a lot but not any more.
Reply from Secret Escapes
I am sorry you felt it necessary to post this review. It would help me greatly if you could email my support team at support@secretescapes.com making this fao Shane Simpson (Head of Customer Services) so that I can investigate this thoroughly.
Just as a bit of back-round, we take great care in price checking every offer and though very rare, should any member find an offer that exactly matches ours and is cheaper, we will contact the supplier to re-negotiate lower rates and/or extras, ask them to amend their offer or pull the deal if we cannot guarantee to be the cheapest for the length of sale.
I hope to hear from you soon, if you could include all the details of the offers and any evidence you may have that you speak of in your review, this would be most helpful.
Kind regards
Shane Simpson
Head of Customer Services
- Lesley Young
- 2 Reviews
Fab deals in fantastic locations
We booked a weekend in London via Secret Escapes and stayed in the most wonderful hotel. The hotel was contempary and quirky at the same time. The breakfast was also very good. We would definitely book with Secret Escapes again. Thank you.
- Susan
- 1 Review
Great if there are no power cuts
Seemed a very friendly place to stay, unfortunately they had a power cut so we were unable to find out more. Good thing is they have said we can go back with the offer we had taken just to call and quote. So when the weather is less snowy that's what we shall do
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- AhSook AhKou
- 1 Review
Double check with other web sites too !!
Lately we were attractive to Secret Escapes Ad and spotted a hotel in Barcelona , we x-checked with other active websites and discovered almost same price and finally we booked directly with hotel because it was cheaper with same extra, despite what Secret Escapes claimed the "extra" only available from them !!!!
Reply from Secret Escapes
If you wouldn't mind sending the details of the hotel you were interested in and the dates, I will look into this for you. We guarantee to be the cheapest on line for the length of the sale so, this really concerns me.
If you send through the details to support@secretescapes and make this for my attention, I will look into this and come back to you with a full explanation.
Kind regards
Shane Simpson
Head of Customer Services
- ARTHUR
- 1 Review
FANTASTIC VALUE
The room provided through Secret Escapes was first class. The breakfast as part of the deal was also fantastic. We had not realised that the Leasure facilities were also included, so remember your swimming costume and gym equipment.
The golf course is available at a small fee for twilight hours, post 3.0pm during the week.
We srongly recommend this Hotel - despite the long drive and having to park 150 meters away.
- John Phillpott
- 1 Review
First time! now forever!
Just enjoyed my first time away with Secret Escapes - and boy bring it on! great place, great time and soooo easy!!! love it
- Jonathan Chapman
- 1 Review
A fabulous hotel and everything we were promised and MORE !!!!
The Lakeside hotel at Wooton Bridge, Isle of wight was fabulouis. It is a hotel I had wanted to stay at for ages when I visit IOW but the price was very expensive. But when i saw it on secret Escapes i couldnt believe it. The staff were lovely and very attentive. The room was great and the deal we got was fabulous. When we broke the whole weekend down it was amazing value. We spoke to the manager of the hotel and he said the Secret Escape deals were very good for the customer and gave the hotel added trade for which they were grateful. I cant rate the hotel and secret escape deals highly enough. It was our first break we booked with them and I am looking forward to another break when a suitable hotel comes up. Thank You Secret Escapes you did what you say on the box ... and more.
- Secret Escapes
- 1 Review
Great value, great hotels, great food - well great really!!
Had a wonderful few days away at a really good price, check out Secret Escapes website for some great deals.
Secret Escapes Details
About Secret Escapes
At Secret Escapes, we negotiate exclusive rates for luxury hand-picked hotels and holidays in the UK and abroad, at up to 70% off the price you'd pay by booking anywhere else. We're a new site and a new way of saving on your holidays and we hope our offers may look too good to be true. Just to be clear, they are very true. However, we know people will have questions, so we'd love to hear from you and help answer any questions you may have. We are a member of ABTA (membership number L8959), and we fully comply with the high standards that ABTA set and regulate
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Contact information
EC1N 8FH London
United Kingdom
Category
Secret Escapes is ranked 27 out of 212 in the category Categories Travel & Holidays
