Refunded credits are valid for 12 months from the date they entered your account.        

HOTELS WITH ADDED FLIGHTS

How do I cancel my hotel booking with an added flight?

For hotel bookings which enable you to cancel or change dates prior to travel (as specified in the offer) plus an added flight, you can still cancel the hotel element of your booking up to 8 or 30 days before your check-in date to receive a refund for your hotel cost to Secret Escapes credit (depending on the sale you've booked and minus the applicable cancellation fee). Please note that you will only be refunded in this way for the accommodation - flights are non-refundable.

If your booking is outside the 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.

If you have booked a hotel with added flight, you may have the right to cancel your booking without paying any cancellation charge in the event of unavoidable and extraordinary circumstances occurring at the place of destination or its immediate vicinity, so long as we have confirmed to you that they will significantly affect your holiday. If you need to cancel in this circumstance, please visit our contact us page. We can provide you with a full refund (without a cancellation fee) and, 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. Please note that you will not be entitled to additional compensation. 

How do I change the date of my hotel only booking?

Date changes for bookings (which enable you to cancel or change the dates of your hotel booking), but 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 and you may not be able to change these without a fee or at all, depending on the relevant airline’s ticket restrictions.

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 Ts&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.

Can I use credit or a promotional code to book a 'Trusted Partner Flexible Holiday'?

No, credit or promotional codes cannot be used to book a Trusted Partner package deal.

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.

Please note that for 'Secret Escapes Flexible Holiday' bookings, only the lead booker can ask us to cancel the trip or to remove one of the named customers from the 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.

Can I use credit or a promotional code to book a 'Trusted Partner Flexible Holiday'?

No, credit or promotional codes cannot be used to book a Trusted Partner package deal.

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

Our Deals

What are the deals on the website?

We have a range of different deals on the site. Each deal type can be identified by a coloured icon on the site:

New deal: These deals are new to Secret Escapes and haven't been featured on the site before.

Exclusive deal: These deals are bespoke and exclusive to Secret Escapes.

Time-limited: These deals are available on our site for a special price, for a limited time only.

Flash deal: These deals are available for a special price, for 72 hours only.

Price drop: These deals are available for a reduced rate, for a limited time only.

Free upgrade:These deals include a free room or board upgrade for 72 hours only.

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.

Please note that prices for hotels, flights, and other travel services are live prices and can change dynamically and in real time. This means that the price you see when you start browsing the website may increase or decrease before you complete your booking. 

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.

What does 'Best-price guarantee' mean?

At Secret Escapes, we negotiate exclusive rates for luxury hand-picked hotels in the UK and abroad, at up to 60% off the price you'd pay by booking anywhere else. For access to our members-only rates, all you have to do is sign up to Secret Escapes with your email address. It doesn't cost a penny, and it never will. In return, we'll give you access to package holidays, and rates for hotel-only stays that you'll struggle to find anywhere else, and if you do, we'll match their price - that's a guarantee. Please note that our 'Best-price guarantee' is only applicable for hotel only bookings and does not apply to package holidays, hotel + flights offers, or any deals that include travel.

For more information, please see our Terms and Conditions.

How does your 'Best-price guarantee' work?

We work hard to contract the best-of-the-best prices for our hand-picked hotel-only deals. However, if you happen to find the exact same hotel deal elsewhere within 24 hours after booking with us (this means the same hotel, same room type, same dates, same inclusions, same occupancy and same cancellation policy), for a cheaper price, we'll refund the difference in credit, plus an additional £25 credit, to your Secret Escapes account so you can put it towards your next getaway with us. Please note that our 'Best-price guarantee' is only applicable for hotel only bookings and does not apply to package holidays, hotel + flights offers, or any deals that include travel.

For more information, please see our Terms and Conditions.

What shall I do if I see a hotel at a better price on another website?

If you have already made your hotel only booking with us and you see the same deal at a cheaper price elsewhere (must be for the same hotel, same room type, same dates, same inclusions, same occupancy and same cancellation policy), please alert us within 24 hours of making your booking using this form.

Please note that our 'Best-price guarantee' is only applicable for hotel only bookings and does not apply to package holidays, hotel + flights offers, or any deals that include travel.

For more information, please see our Terms and Conditions.

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 'Capacity Info' 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. 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' 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 the EU’s Entry-Exit System (EES) affect my holiday plans?

The EU’s Entry-Exit System (EES) is an automated system that will record the entry and exit of non-EU citizens into EU and Schengen countries, which includes those from the UK. From 10 November 2024, people entering the EU will have to register fingerprints, a photo and passport details. The initial registration will be valid for 3 years, and will need to be validated each time someone crosses any border by land or air and will replace passport stamping. You do not need to do anything different before you travel, however it may take longer to pass through border control the first time you use this, and delays at border control are expected as the system is introduced. For more information on the EU’s EES, please visit the EU’s Entry-Exit System (EES) 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.

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