Secret Escapes

MikeC1

Secret Escapes have said the UK hotel we booked through them is closing due to Covid 19 and that the booking is non refundable for cancellations so advised us we can try to re-book via them for future dates but no guarantee of acceptance by the hotel.
I thought the non refundable reference related to the customer cancelling not the hotel, and as we paid via Secret Escapes not directly to the hotel I presume I can't claim via my credit card so not sure what my rights are ..any help would be much appreciated.

MikeBrad

We are in a similar situation with a Secret Escapes hotel booking near Bristol. It would be interesting to know if our payment in full to Secret Escapes has in fact been passed on to the hotel? Or are Secret Escapes sitting on a fortune made from all the cancellations?

zxrmatt

Same position here - in fact we took out the cancellation option which was withdrawn a week or so ago by Roomer, Secret Escapes cancellation partner.
Not happy! 
No idea what the legal position is here? Surely the contract has not been fulfilled in the service paid for has not been received? 

kathrynwilcox

We booked a holiday, paid in full, leaving 27 March to Lanzarote. I got an email on 13 March saying it had been cancelled due to coronavirus and that we would get a full refund (approx £700). Then, on 19 March, I got a second email, saying our holiday had been cancelled and that we would have a credit put on our account, valid for a year. To be honest, I don't want a credit, I want a refund, as per first email. I'm self-employed and could do with the money. I don't understand how the company can hold onto our money for a year. What if we can't travel within a year? What if we don't want to travel? Do we then lose the whole lot? Is this even legal? They've got our money, and we've got nothing. If they are doing this for all customers, that is a huge amount of money that Secret Escapes is holding onto. What if they go bust. It's very concerning and doesn't feel very ethical or customer friendly.

andi9666

I also have booked a trip to London over Easter with Secret Escapes which the hotel have now emailed me and cancelled and told me my money has been refunded to the original card holder (assume to Secret Escapes).  

On reading their T&C's it suggests a refund can be offered as follows:-

38.2 In the unlikely event that we have to make a significant change to your Package Holiday, we will tell you as soon as reasonably possible. You will then have the option to: 

(i) accept the proposed change. If this results in a Package Holiday of lower quality or cost, you may be entitled to a price reduction in accordance with paragraph 43 below; 

(ii) reject the proposed change and terminate your Package Holiday with a full refund; or 

(iii) reject the proposed change, terminate your Package Holiday and take an alternative one if we decide to offer this. If you decide to take an alternative Package Holiday, we will inform you of its impact on the price of your booking. If the alternative Package Holiday is of a lower quality or cost, you may be entitled to a price reduction in accordance with paragraph 43 below. 

Secret Escapes did email me prior to the hotel cancelling and offered a credit note to rebook at a later date or said I could claim on my holiday insurance but as previous posters suggests this means Secret Escapes could be holding onto money that the hotel have already returned to them. I wondered other than claiming on insurance and if Secret Escapes would not give me a refund could I use Chargeback to get it back as I used my debit card and they failed to deliver the goods?

BertGraham

I booked a trip to Sri Lanka for me and my girlfriend with Secret Escapes and was supposed to be leaving two days ago. I was told I would get credited the money in two weeks but I haven't received anything yet. I was told I can get it refunded once the money was credited to my account but I haven't seen anything yet. Absolutely disgraceful, they need to sort themselves out and keep to their policies and promises.

Mary-C_2

 I too booked a hotel in London via Secret Escapes.  They have written to me me saying the hotel had closed and my options were to cancel the booking and lose the money,  rebook before the date of our trip and pay the difference if the hotel is more expensive on the new dates,  or try to make a claim on my travel insurance (I am not insured for travel disruption).  As I am not being provided with the service I contracted for, I thought they were obliged to provide a full refund.   Has anyone got an idea how to compel them to provide a refund?  Is there a  route through the small claims court? 

muttley14

I am still awaiting a response to my request for a refund from Secret Escapes. I appreciate they are very busy, however look at Trust Pilot reviews regarding refunds. So many people are being fobbed off and being offered 12 month credit notes or ignored. Customer service seems to be ZERO. Often for holidays which are ATOL protected and cost thousands of pounds. I just hoping they don’t go bust and leave everyone out if pocket. 

Aylesbury_Duck

muttley14 said:

I am still awaiting a response to my request for a refund from Secret Escapes. I appreciate they are very busy, however look at Trust Pilot reviews regarding refunds. So many people are being fobbed off and being offered 12 month credit notes or ignored. Customer service seems to be ZERO. Often for holidays which are ATOL protected and cost thousands of pounds. I just hoping they don’t go bust and leave everyone out if pocket. 

That's probably why they're offering credit notes.  Far from "fobbing people off", I suspect they're trying to stay afloat.  If they go bust it's no help to anyone. 

Myersees

We were due to travel to Portugal on 9/7/20 & were cancelled by Secret Escapes (SE) who have only offered an account credit to be used within the year. After a year, if the credit is still there they will refund the cash to us. In the meantime, they will try & recoup our money from Jet2 airline, transfer company & hotel. They don’t give a timeframe for this. If Jet2 give a refund, which they probably will, the remaining credit will no longer be ATOL protected. How unfair is that? Anyone else in a similar position? 

I thought ATOL protection guaranteed its customers full refunds regardless & not on the proviso that SE can get the money back first from the varying hotel, flight, transfer companies etc???? 

Very, very annoyed & disappointed at the sheer lack of professionalism & customer service displayed by SE. 

I feel like we’re in a no-win situation & highly likely never to see our money again!