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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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I haven’t received my confirmation, or I can’t find my booking reference
Your confirmation email is sent immediately after booking, with your reference number at the top. If it hasn’t arrived, check Spam/Promotions and confirm you’re checking the inbox for the email used at checkout (including Apple ID or PayPal addresses). You can also log in → My Bookings → Resend Confirmation, where your reference is shown on the booking summary. If you were charged but see no booking, it may be under a different email, reach out to our support with your Transaction ID.
Flight reference (PNR): a separate six-character airline code, found under Flight reservation number in your confirmation or flight details.
Where are my travel documents and vouchers?
Documents are digital: log in → My Bookings → your trip → View or Change Booking → Travel Documents.
Hotel-only confirmations need no separate voucher (the hotel finds you by name and ID).
Flexible Holiday documents are emailed 7 days before departure once the balance is paid.
Trusted Partner documents follow the supplier’s schedule. If you’re departing within 7 days with no documents, reach out to our support with your reference and check-in date ready.
How do I get an invoice or receipt?
Log in → Bookings → your trip → Download receipt for a PDF; your confirmation email also shows a full payment breakdown. For hotel-only and Trusted Partner bookings we act as an intermediary, so request a VAT invoice for the stay directly from the hotel at check-out. Flexible Holidays are invoiced under TOMS (UK) or §25 UStG (EU), where VAT isn’t shown separately and can’t be reclaimed for business expenses.
Do I need a visa, and is my passport OK?
Visa and passport requirements are your responsibility to check before travel. Make sure your passport has at least 6 months’ validity from your return date (allow up to 10 weeks for renewals), check visa rules using official government guidance for your citizenship, and complete any digital arrival cards before you travel.
Passport name corrections: minor differences (uppercase/lowercase, titles, a missing middle name, German characters) are fine. For a name typo, a renewed passport or a name change, contact us immediately, your booking must match the passport you’ll travel with.
Does Secret Escapes provide travel insurance?
No, we don’t sell or provide travel insurance, and it’s required for all bookings. Arrange it independently, ideally on the day you book so you’re covered for pre-departure cancellation. For a claim you can use your booking invoice and your cancellation confirmation email, which serves as your cancellation certificate.
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