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.
Categories
What payment methods do you accept?
We accept Visa, Mastercard and PayPal everywhere, plus Apple Pay on iOS and Google Pay on the web (not the Android app).
We also accept iDEAL (Netherlands) and Swish (Sweden).
We do not accept American Express or bank transfers.
Can I pay in installments?
Flexible Holidays: if departure is 35+ days away, pay a 35% deposit and the balance before departure.
UK via PayPal: Pay in 3 (interest-free) on purchases over £30.
Promo codes can’t be applied to bookings paid via Flexible Package installment plans.
How do I use a promo code, and why might it not work?
At checkout, enter your code exactly (no spaces) in the Promo Code field and click Apply, then check the discount shows before paying. Codes commonly fail if you’re logged in with the wrong email, the booking type isn’t eligible (instalment packages and Trusted Partner bookings aren’t), the minimum spend isn’t met, or the code has expired or been used. One promo code can be combined with existing account credit.
My payment failed, what does the error code mean?
If your transaction couldn't be completed, check the list below to find the cause and solution based on the error code displayed:
- Code 01 (3D Secure™ Authentication): Additional verification is required. Complete the 3D Secure™ process on your screen (see details below) or contact your bank.
- Code 03 (Insufficient Funds): Your account balance or card limit may have been reached. Please check your limit or use an alternative payment method.
- Code 04 (Incorrect Card Details): Double-check and re-enter your card number, expiration date, and CVV code.
- Code 07 (Possible Duplicate Booking): A matching transaction was detected. Please check "My Bookings" in your account before trying again to avoid a duplicate charge.
- Codes 09 / 10 (Sold Out): The offer or selected date is no longer available. Please choose another date or offer.
- Code 11 (Currency Issue): There was an issue processing the selected currency. Please contact your card issuer.
- Codes 02 / 05 / 06 (Technical/Browser Issue): Refresh the page, try a different web browser, or clear your browser's cache and cookies.
If you continue to experience issues, our team is here to help! Reach out via Live Chat or contact us at customersupport@secretescapes.com.
How does the Best-Price Guarantee work?
On hotel-only bookings, if you find the exact same hotel and room at a lower publicly available price within 24 hours of booking, we’ll credit your account with the difference plus £25. The other offer must match on hotel, room type, dates, guests, inclusions and cancellation flexibility, and be publicly bookable at the time of claim. To claim, gather a URL or screenshot and reach out to us via our support channels within 24 hours. We can’t match loyalty rates, closed-group rates or promo-code rates, and credit is issued to your account (not your card).
Does Secret Escapes have a referral programme?
Secret Escapes no longer has an active referral programme. The scheme has been discontinued. Referral links and invitation prompts have been removed from the website and app.
What this means:
- New referrals: No new invitations can be sent from your account.
- New referral credits: No credits are issued for new sign-ups.
- Existing credits: Any credits earned before the programme ended remain in your account and are available to use.
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.
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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.