FAQ

Question 1

How do I know who is responsible for my trip and for looking after me?

Accepted Answer

Secret Escapes does not own its own hotels, so it acts as an intermediary between its members and carefully selected travel partners. Secret Escapes only works with reputable operators and it quality checks them regularly, using member feedback.

If you have booked a:

'Refundable' hotel-only stay: the contract is between the customer and the hotel.
'Refundable' stay but you've purchased flights through Secret Escapes: the contract is between the customer and the hotel, and the customer and the airline, but Secret Escapes is your tour operator.
'Non-refundable' hotel-only stay: the contract is between the customer and the hotel.
Secret Escapes Flexible Holiday: the contract is between the customer and Secret Escapes and Secret Escapes is your tour operator.
Trusted Partner Flexible Holiday: the contract is between the customer and the relevant supplier.

You can find your travel provider on your booking confirmation. In the event of your trip being disrupted you will be contacted by either Secret Escapes or the operator of your trip.

If you purchased your trip through Secret Escapes, we will do whatever we can to help you. However, the operator of your trip (be it Secret Escapes or a partner) will always have the most up to date information.

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

Question 2

How do I cancel?

Accepted Answer

If you have made a booking that enables you to cancel or change your dates prior to travel (as specified in the offer), you can cancel your booking up to 8 or 30 days before your check-in date to receive a refund of your hotel cost (depending on the hotel you've booked).

If you have added flights to this category of hotel offer, please click here.

You are now able to cancel upcoming bookings on refundable deals yourself. If you would like to do so, simply head to your account and find the relevant reservation under My Bookings - alongside it, you will see the option to cancel it.

If for any reason you are not able to make a cancellation, please visit our contact us page, scroll to the bottom and select ‘Cancellation Request’.

Question 3

For hotel bookings, how can I tell if I have an 8 or 30-day cancellation period?

Accepted Answer

To find out the cancellation terms of your refundable booking, please check your booking confirmation. This can be found in your emails, or on your account on the Secret Escapes site.

Question 4

For hotel bookings, can I cancel within 8 or 30 days of check-in?

Accepted Answer

For hotel bookings, if you are within 8 days or 30 days of check-in and therefore outside the cancellation policy, you will not be able to cancel your hotel booking. Please contact your insurance provider to discuss your options.

We understand that you may need to cancel your trip at short notice for other unforeseen reasons, including family tragedy. If these circumstances apply, please contact us using this form and we will aim to get back to you as quickly as possible.

Question 5

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

Accepted Answer

If you have made a booking enabling you to cancel or change dates prior to travel (as specified in an offer) and you wish to change your booking within the relevant cancellation period - more than 8 or 30 days away (depending on the cancellation policy of the hotel you have booked), you are able to change the dates of your booking yourself. To do this, simply sign in to your account and find the relevant reservation under ‘Bookings'. Here, you will see the option to change your dates.

Please note, changing the dates of your booking is subject to availability and may not always be possible. If the hotel you originally booked has now ended and is therefore not bookable, you'll be able to cancel your booking to receive a refund in Secret Escapes credit, which you can use to book a different hotel.

If your hotel booking is outside the relevant cancellation period - less than 8 or 30 days away (depending on the cancellation policy of the hotel you have booked), you will be unable to cancel or change the date of your hotel only booking.

If you have added flights to this category of hotel offer, please click here

Question 6

How will I receive my credit refund for my hotel only booking?

Accepted Answer

If you have booked a hotel-only offer which enables you to cancel or change your dates prior to travel (as specified in an offer) and no longer wish to travel, you are able to cancel upcoming bookings yourself within your relevant cancellation period and receive a refund to Secret Escapes credit (minus the applicable cancellation fee), so that you can book for a later stage or pick another deal. If you would like to do so, simply head to your account and find the relevant reservation under My Bookings - alongside it, you will see the option to cancel it.

Question 7

How long do I have to use my refunded credit?

Accepted Answer

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

Question 8

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

Accepted Answer

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.

Question 9

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

Accepted Answer

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.

Question 10

Why should I book a non-refundable hotel stay?

Accepted Answer

By booking one of our non-refundable hotel stays, you could secure even better rates and availability in destinations across the globe.

Question 11

Can I cancel or change my non-refundable hotel booking?

Accepted Answer

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.

Question 12

What is a 'Trusted Partner Flexible Holiday'?

Accepted Answer

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.

Question 13

When is the payment due?

Accepted Answer

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.

Question 14

How do I find out the cancellation or amendment policy for these offers?

Accepted Answer

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.

Question 15

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

Accepted Answer

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.

Question 16

What is a 'Secret Escapes Flexible Holiday'?

Accepted Answer

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.

Question 17

What is the cancellation policy for 'Secret Escapes Flexible Holiday' deals?

Accepted Answer

'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.

Question 18

How do I cancel my 'Secret Escapes Flexible Holiday' booking?

Accepted Answer

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.

Question 19

Can I change my 'Secret Escapes Flexible Holiday' booking?

Accepted Answer

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.

Question 20

How does Secret Escapes work?

Accepted Answer

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.

Question 21

Why book with us?

Accepted Answer

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.

Question 22

What are the main parameters that determine how we rank our search results?

Accepted Answer

1. General Mechanism

The order of offers displayed is determined by a proprietary Learning to Rank (LTR) algorithm. This system assigns a score to each offer by processing hundreds of "features" (data points) to predict the likelihood of a booking.

2. Main Parameters

The LTR system calculates rankings based on the following parameters, listed in descending order of their impact on the final position:

User-Offer Personalisation (Highest Importance)

The primary factor in predicting a user's preference is the alignment between their profile and a specific deal. The model calculates this by combining three independent signals: a core "match score" (derived from advanced collaborative filtering of user and offer profiles), the user's historical engagement activity, and their past booking spend profile (margin segment). To ensure high accuracy, the system analyses 150 distinct features per territory, utilising both personalised and generic data sets.

Search Intent & Relevance (High Importance)

We prioritise offers that match the specific keywords entered (e.g., "Spa," "Berlin") or destination filters. The system uses "multi-match" templates to search across editorial titles and descriptions.

Commercial Performance & Popularity (High Importance)

The algorithm heavily weights Margin per Page View (GPV). Offers that have demonstrated high popularity and sales performance over recent periods (yesterday, last 7 days, last 60 days) are ranked higher.

Inventory Availability (Medium Importance)

To ensure a positive user experience, the system prioritises hotels with a higher number of available dates from the current view date and within the next 60 days.

Offer Attributes & Quality (Secondary Importance)

This includes the discount percentage, star ratings, and review scores (e.g., reviews higher than 3 or 7). Specific tags such as "City," "Spa," or "Pet-friendly" also influence the ranking based on their historical impact on conversions.

3. User Control

The default ranking is "Recommended." You can override this automated ranking at any time by selecting alternative sorting criteria (e.g., "Lowest price," "Newest") which will reorganise the results based on that single, specific metric regardless of the LTR score.

Question 23

What is my relationship as a customer with Secret Escapes once I’ve booked?

Accepted Answer

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.

Question 24

Where do you get your star ratings from?

Accepted Answer

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.

Question 25

Which browsers are supported?

Accepted Answer

We strive to ensure our platform works smoothly across all modern web and mobile web browsers, including:

- Google Chrome

- Mozilla Firefox

- Microsoft Edge

- Apple Safari

For the best experience, we highly recommend using the most recent version of your preferred browser.

Question 26

Why should I use the latest version of my browser?

Accepted Answer

The latest versions of web browsers are designed to:

- Improve performance for faster and smoother browsing

- Enhance security to protect you from online threats

- Provide better compatibility with modern web technologies

- Ensure full access to all features on our platform

- Running an outdated browser may lead to slower performance, security risks, and limited functionality.

Question 27

How do I update my browser?

Accepted Answer

Most browsers update automatically, but you can manually check for updates:

- Chrome: Go to Settings > About Chrome;

- Firefox: Go to Menu > Help > About Firefox;

- Edge: Go to Settings > About Microsoft Edge;

- Safari: Updates are included with macOS updates (check System Settings > Software Update).

Question 28

What happens if I use an outdated browser?

Accepted Answer

If you continue using an outdated browser, you may:

- Experience slower loading times and unexpected errors

- Miss out on new features and improvements

- Encounter security vulnerabilities that put your data at risk

- To ensure the best experience, please keep your browser up to date.

Question 29

Can I use older browsers or Internet Explorer?

Accepted Answer

We no longer support Internet Explorer or older browser versions, as they lack modern web technology support. If you are using an outdated browser, we strongly encourage upgrading to a modern, supported browser for optimal performance and security.

Question 30

Where can I find my account?

Accepted Answer

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.

Question 31

What can I do in my account?

Accepted Answer

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.

Question 32

Who can join?

Accepted Answer

Everyone, we love you all.

Question 33

What do I get when I join?

Accepted Answer

We offer our members discounts on hand-picked boutique hotels and unforgettable holidays – luxury travel for less.

Question 34

How often will you send me emails?

Accepted Answer

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.

Question 35

How can I change my mail preferences?

Accepted Answer

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.

Question 36

How can I change my email address?

Accepted Answer

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'.

Question 37

How can I change my password?

Accepted Answer

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.

Question 38

How can I access my booking confirmation?

Accepted Answer

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.

Question 39

How can I add favourites to my account?

Accepted Answer

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.

Question 40

How can I delete my account?

Accepted Answer

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.

Question 41

How can I buy a gift voucher?

Accepted Answer

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.

Question 42

How can I add a gift voucher to my account?

Accepted Answer

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.

Question 43

How do I pay with a voucher?

Accepted Answer

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.

Question 44

How do I send a voucher to someone as a present?

Accepted Answer

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.

Question 45

Can I spend more than the value of my voucher?

Accepted Answer

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.

Question 46

My gift voucher has expired - what shall I do?

Accepted Answer

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.

Question 47

Where can I find my credit?

Accepted Answer

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.

Question 48

My credit has disappeared - where has it gone?

Accepted Answer

Most of our vouchers have a year validity - if your voucher was added over a year ago, your credit has now expired.

Question 49

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

Accepted Answer

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.

Question 50

What are the deals on the website?

Accepted Answer

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.

Question 51

How do you calculate the price and the discounts?

Accepted Answer

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.

Question 52

What are ‘Exclusive extras’, and how is the value calculated?

Accepted Answer

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.

Question 53

What does 'Best-price guarantee' mean?

Accepted Answer

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.

Question 54

How does your 'Best-price guarantee' work?

Accepted Answer

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.

Question 55

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

Accepted Answer

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.

Question 56

Can I book a single room?

Accepted Answer

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.

Question 57

Does the hotel allow pets?

Accepted Answer

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.

Question 58

Can I bring the whole family?

Accepted Answer

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.

Question 59

Are your hotels and holidays accessible for members with disabilities?

Accepted Answer

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.

Question 60

How do I know how much luggage is included?

Accepted Answer

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'

Question 61

Can I add on a special request?

Accepted Answer

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.

Question 62

How can I access my booking confirmation?

Accepted Answer

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.

Question 63

I can't find my booking confirmation, what can I do?

Accepted Answer

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.

Question 64

I don't live in the UK, can I make a booking with you?

Accepted Answer

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.

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