How can we help?
We're usually great at keeping secrets, but we've laid out all the answers here. Search below or browse our categories to get sorted in a flash.
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How do I make a complaint?
Contact us with your booking reference, hotel name, travel dates and a description of what happened, via Live Chat or email at customersupport@secretescapes.com. For issues during a hotel stay, also raise them directly with the hotel while you’re there so they can resolve them immediately. For a flight on a Flexible Holiday, contact us.
How do I contact Secret Escapes, and how quickly will you reply?
- Live Chat: real-time support when agents are available; otherwise leave a message for an email follow-up.
- Phone: +44 (0) 203 608 0135 during operating hours.
- Email: customersupport@secretescapes.com — we aim to reply within 24–48 hours.
Have your booking reference ready for the fastest service. Many things: retrieving vouchers, resending confirmations, viewing check-in details can be done instantly in My Bookings. For urgent issues within 72 hours of departure, use Live Chat or phone.
I received a suspicious message claiming to be from Secret Escapes
Secret Escapes will never ask for your password, full card details or CVV by email, SMS or WhatsApp, any message that does is a scam. We do send booking confirmations, deal emails, travel documents and WhatsApp messages about Holibob activities around check-in. Official emails come from an @secretescapes.com domain; watch for look-alike domains.
To be safe, log in directly at secretescapes.com rather than clicking links in the message, and if you’re unsure, reach out to our support to investigate.
How do I contact the supplier for a Trusted Partner holiday?
Trusted Partner holidays are managed by specialist suppliers. Find their contact details on the Trusted Partner deal page under Additional Information → Cancellation and amendments, and in your confirmation email. Have your booking reference ready and mention you booked through Secret Escapes. We can’t amend flights or other components for these bookings, all changes go through the supplier.
Still need help?
Our team is here to help. We only use your personal data to securely respond to your enquiry. See our Privacy Notice for details.
Chat with us
Need a quick answer? Chat directly with our support team in real-time for immediate help with your booking or trip.
Email us
Detailed query or docs? Email us with your booking ID in the email body. AI handles some replies, with our team monitoring and on hand.
Call us
Prefer to speak to someone? Our support team can talk you through any issues.