To reset your password, you will need to log out and then log in using only your email address. Then 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.

Please also check your junk or spam folder as the email may have landed here.

If you made a booking before 1st September 2020, your £50 credit will appear in your account up to 2 weeks after you have returned from your stay. 

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.

If you booked a customisable package, you will receive vouchers at least 5 days prior to your departure.

If you are within this timeframe and you still haven't received them, you will find a ‘View all details of your trip’ button on your Secret Escapes booking confirmation. From here, you will be able to see and print your vouchers. 

If you did not book a customisable package

 1. Log in to your Secret Escapes  account

 2. Click on your name located in the right-hand corner of the site 

 3. Select 'My Bookings' from the drop-down list. 

4. Find your booking and click on Print details or Resend Email

Please note, we do not send separate vouchers for your hotel and flights.

We are sorry that you no longer wish to receive emails about our latest inspiring travel offers. To change your subscription settings, simply log in to the site, click on your name in the top right-hand corner and select 'Subscriptions' from the drop-down menu. 

From here, you can cancel your emails all together or choose how often you hear from us and what we send you, you can always change these back if you change your mind.

Please allow 48 hours for the changes to go into effect.

We are sorry that you wish to cancel your membership with Secret Escapes. To delete your account, 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.

Please allow 48 hours for the changes to go into effect.

Great news, you could earn up to £50 Secret Escapes credit by inviting your friends and family to join our exclusive member's travel club. 

Simply click on ‘Invite friends’ at the top of the site and share your unique referral link. You’ll earn £5 credit when 5 of your friends join, £25 credit when 25 join and £50 credit when 50 of your friends join using your link. To top it off, we’ll add £25 credit to your account each time one of these friends make their first booking. 

The credit will appear under your account information once you are fully logged in to our website. Please check the 'Credits' section.

If you are trying to use your credit on one of our Customisable packages, our support team will need to generate a coupon for you to use as the credit will not be automatically deducted from the total booking price. Please call our support team to generate this for you: 

UK: 0044 2036080135

If you are not booking a customisable package, then all you need to do is go to the check-out page and your credit will be automatically deducted from your total booking price.

We aim to provide as much information on our website about the selected hotel under the section ‘Hotel Details’, however if there is something in particular you are looking for which is not available on our website, we recommend you visit the hotels website for further information. You will be able to find the link on our sale page in the ‘Second Opinion’ section.

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.

We are pleased to let you know that we now offer refundable stays. You will be able to see if the hotel you are looking to book is refundable as it will show as ‘fully refundable’ at the top of the sale page. 

Further down the page, there is a ‘refundable box’ which will inform you whether you have up to 8 days or 30 days to cancel before your check-in date.

To see the individual hotel’s policy, please click on the ‘Offer details’ on the sale page of your chosen deal. Here you will be able to see how many the room sleeps, whether the hotel offers discounted rates for single travellers and also whether the hotel has a child policy in place.

If you would like further information about the hotel, such as facilities, dining options, car parking, check-in/check-out times etc. please contact the hotel directly, as they will be best suited to answer your query. You can find the hotel contact details on your booking confirmation or on the hotel’s own website.

We are sorry to hear that your refund has not yet reached your account. Please be aware that a refund can take up to 30 days to clear. If it has been more than 30 days since your refund was confirmed please submit the contact us form and our customer support team will be in contact.

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.

If you have booked a customisable package, and we are missing visa/passport information from you, we will send you an email to collect this information from you. We will use the email you used to make the booking with Secret Escapes. 

For up-to-date information about passport, visa and health requirements, please visit the Foreign, Commonwealth & Development Office website. Before you travel, please ensure that you and all members of your party are in possession of all necessary travel and health documents, and are in compliance with any other immigration requirements.

To check-in for your flight, please check the information provided on your booking confirmation email first.

If your flight reservation is ticketless, you can check-in for your flight on the airline's website using your flight reference and surname.

Some airlines may request a flight reference and email address to access your booking - you can check-in as a guest using the email flights@secretescapes.com in these instances.

For flight reservations that are not ticketless, you are required to check-in at the airport at least 2 hours prior to departure. 

Please refer to your selected airline's terms and conditions on luggage allowances and check-in procedures.

- If you booked a flight with Secret Escapes and you have been notified of a cancellation, we will rebook a similar flight for you if one is available and send you a confirmation of the updated details. If there are no flights available for your original dates, we will contact you with cancellation options. 

- If you booked one of our partner packages and there has been a flight cancellation, your package supplier will contact you directly regarding your alternative options.

If you wish to cancel your reservation and you have purchased insurance for your holiday through Chapka, please reply ‘No’ to ‘did this answer your question?’ and we will issue you with a cancellation certificate which can be sent to Chapka directly. 

If you do not have Chapka insurance included in your booking, we kindly ask that you redirect your cancellation certificate from your hotel.

Is my hotel still open? 

As the situation is ever-changing, different hotels are making independent decisions and updating their guidelines regularly. We advise that you contact your hotel directly before travelling to confirm whether they are accepting guests and to find out more about any restrictions that may be in place. You can find the hotel's details in your booking confirmation email.

My Hotel is closed - I booked a non-refundable stay

If you have booked a non-refundable stay and your hotel is unable to accept guests, please contact them directly to explore alternative options. 

My hotel is closed - I booked a refundable stay

You will know if your booking is refundable from your booking confirmation, you can cancel your booking up to 8 or 30 days (depending on the deal you booked)  before your check-in date and receive a refund

Within 8 or 30 days (depending on the deal you booked) of check-in and therefore outside the refundable cancellation policy, It will be up to the discretion of your individual hotel if they are willing to offer a refund. 

Should your booking be impacted by COVID-19 restrictions, we will do everything we can to liaise with your hotel to find a resolution for you. Please change the 'Reason for Contact' to ‘Cancellation request’ on this form. If you have already submitted a request, there is no need to re-submit and one of our support team will contact you directly.

Great, we are so glad we could help you today. If you would like some further information, be sure to check out FAQs section on our website here

Sorry to hear you are considering cancelling your trip. In case your booking is a package and is part of the "Trusted Partner Flexible Holidays", please liaise with the supplier of your booking using the contact details you can find on your Secret Escapes confirmation email. You can find these details also by following this link to your Secret Escapes account. If your booking is one of our non-refundable hotel only stay, the reservation is subject to 100% cancellation charges, as stated in the terms and conditions of your booking. We would suggest that you contact your hotel directly to see if they can help, or consult your travel insurance to explore your options. We are sorry not to be able to help you further. 

Unfortunately, you are outside the free cancellation period for your booking and so ineligible for a refund. It will be up to your hotel to decide if they are willing to offer you one. However, if you submit a cancellation request, we will liaise with the hotel and do everything we can on your behalf. We will keep you updated on our progress throughout.

Unfortunately, you are outside the free cancellation period for your booking and so ineligible for a refund. This means we are unable to offer you any cancellation options. If you would like more information on our cancellation policy please visit our FAQs via this link.

Sorry to hear you are considering cancelling your trip. To explore your cancellation options, please follow this link to your Secret Escapes account. You can find more information about your cancellation options also in your Secret Escapes booking confirmation.

If you do not see your booking in your Secret Escapes account, please call us on +44 (0) 203 608 0135 (Mo-Su 09.00-20.00).