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What is Secret Escapes and how does it work?
Secret Escapes is a free, members-only travel club. We partner with premium hotels and tour operators to negotiate exclusive rates you won’t find publicly. Membership is free — you only need an email address, with no subscription fees. Prices are member-only and hidden behind a secure login, every property is hand-picked, and deals are time- and room-limited, so popular offers sell out fast.
There are four booking types — check your confirmation email to see which you have, as it determines who to contact:
- Hotel-only: your contract is with the hotel.
- Hotel + flights: a hotel plus a flight element.
- Secret Escapes Flexible Holiday (package): your contract is with us; we’re the tour operator and these are ATOL-protected.
- Trusted Partner holiday: your contract is with the specialist operator named in your confirmation.
How do I join or sign in?
Joining is free — go to secretescapes.com and enter your email in the sign-up field. You can sign up with email and a password, or continue with Google or Apple. After signing up you’ll get a confirmation email; once your account is active, log in to see member-only prices and book.
Used Sign in with Apple? Apple may create a masked email address — check your booking confirmations for the exact email used, as you’ll need it to log in and manage bookings.
How do I manage my account?
Log in and click the person icon (top-right) to manage everything: Personal Details, My Bookings, Account Credit & Vouchers, Mail Preferences, Reminders and Country Membership.
- Change your email: do this yourself under Personal Information (website only) — for security, agents can’t change it for you.
- Change language or currency: update your territory under Country Membership on the website, then reopen the app.
- Email preferences: set frequency or unsubscribe under Contact Preferences → Mail Preferences.
- Cancelled bookings are visible only on the website, not the app.
Why can’t I see prices?
Prices are exclusive to members and hidden from the public, so you’ll need to be logged in. If you’re not yet a member, join for free at secretescapes.com, then log in and open any deal — the price and details appear beside the images. If the price still doesn’t show after logging in, refresh the page and check whether a “Sale Ended” banner is displayed.
I’ve forgotten my password, how do I reset it?
- Go to secretescapes.com and click Log in.
- Click “Forgotten your password?”.
- Enter your registered email and submit.
- Open the reset email (check Spam/Junk) and set a new password.
Signed up with Apple or Google? you don’t have a separate password, log in with that same account. If you’ve lost access to your account email, please reach out to us to verify your identity.
How do I delete my account?
Log in on the website, click the person icon, select Personal Details, scroll down and click Delete my account. If you haven’t booked in the last 5 years your account is permanently deleted; if you have, it’s deactivated instead to meet legal and tax requirements. Any remaining credit or vouchers are forfeited on closure and can’t be refunded or transferred.
Is there a mobile app?
Yes! The Secret Escapes app is free on iOS and Android. You can browse and book deals, view bookings, access travel documents and manage your account.
A few things are website-only: changing language/currency, updating your email or password, viewing cancelled bookings, and Google Pay. If a booking doesn’t appear, log out and back in to refresh.
Stop and verify. Could it be phishing?
We want our members to book with confidence. Here’s a short checklist to help protect yourself from potential phishing attempts:
- Always be cautious if you receive unexpected messages relating to your booking, even if the message contains genuine details such as your name, hotel or travel dates.
- Be wary of messages asking for additional or urgent payment, card details or other financial information, especially where the request is made via WhatsApp, SMS or an unfamiliar email address.
- Do not click on unexpected payment links or QR codes without first checking that the request is genuine.
- Fraudsters may impersonate hotels or use information relating to a genuine booking to make a message look more convincing.
- If you receive an unexpected request for payment or card details in connection with a Secret Escapes booking, you should verify it before taking any action by contacting customer service.
- Members should not provide passwords, security codes or full card details in response to an unsolicited message.
- If you are concerned that you may already have given payment information to a fraudster, you should contact your bank/card provider immediately and also let Secret Escapes know.
- Where possible, members should communicate with Secret Escapes and/or the hotel using contact details or channels they already know to be genuine, rather than replying directly to a suspicious message."
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