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For accurate accessibility detail (ramps, lift dimensions, accessible bathrooms, step-free routes), contact the property directly, as they hold the most reliable information. For hotel-only bookings, contact the hotel before booking; for Trusted Partner holidays, contact the supplier; for Flexible Holidays, reach out to us and we’ll liaise with partners on whether the itinerary can be adapted.

Pet policies vary by hotel, so check the Amenities, Offer Details or Good to Know sections on that hotel’s deal page. Look for “pet-friendly subject to availability” or “pets are not allowed”, with any weight or breed limits in the Pet Policy section. Pet fees are paid directly to the hotel. Certified service animals are generally exempt, contact the hotel directly or us to confirm for your trip.

Facilities are listed on each deal page under the Facilities tab, grouped into room amenities, dining, leisure/wellness, accessibility and business/travel. If something isn’t listed (or to confirm seasonal services), contact the hotel directly. Star ratings are set by independent national bodies, so standards vary by country, but every property is also hand-picked and reviewed by our team for quality and service before it goes live.

On some packages the hotel shown is the lead hotel and sets the standard; if it’s unavailable we place you in a vetted alternative that matches on star rating, board basis, room type (same or better) and location. We confirm your specific hotel at least 7 days before departure, in your final travel documents. Our agents can show the pool of possible hotels, but the exact allocation can’t be confirmed until closer to departure.

Your hotel’s phone and email are in your confirmation email and in My Bookings under Property details. For hotel-only bookings, contact the hotel directly with any special request (room preferences, celebrations, family needs, dietary requirements, early check-in/late check-out), ideally at least 72 hours before arrival. Special requests depend on the hotel’s availability and can’t be guaranteed by Secret Escapes.