I booked a two night break at the Luton Hoo hotel with Secret Escapes. I took it on blind trust that they were the cheapest available as they state on their website. However, when going to book the meals for our stay, i noticed that I could have booked directly with the hotel and paid over £100 less for the same room, albeit we had to eat at the hotel's restaurants - which we were planning to do.
When I raised this with the customer support team, I got a very negative response and it was clear I was going to get nowhere with my complaint. When looking into it further, I realised their "price guarantee" isn't that at all - all they promise to do is withdraw the offer from their website which doesn't help the customer who has been let down...
To cap it all, once we arrived at the hotel, only one night had been booked, not the two we had booked.
Overall, I was very disappointed with the service and I would be reluctant to use Secret Escapes again
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