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How to contact us
The Covid-19 outbreak has, understandably, caused high volumes of members to contact us with enquiries about their bookings. Our team continues to work as quickly as possible to respond to all members who are uncertain about their travel plans.
- For all members due to travel in the coming weeks: With the world opening up again, the situation with the Covid-19 travel restrictions is ever-changing and individual Governments are making independent decisions. Please continue to follow your government's travel advice. If your booking is affected by any national travel restrictions, you can manage your booking by logging in to your account.
If your stay is within the cancellation period stated on your booking confirmation, you can amend or cancel your stay yourself from ‘Your account’.
If your stay is outside of the cancellation period stated on your booking confirmation, and you need to cancel due to Covid-19 travel restrictions, you can submit a cancellation request via the form below choosing “I am no longer able to travel due to change in Government Travel Advice” as a cancellation reason. Our team will liaise with the hotel or travel partner and will contact you with your options.
Need to contact us urgently?
Please use this form to do so. It helps us help you faster:
Our customer service team is working around the clock to support our members at this unprecedented time and we appreciate your patience.
Every member will be contacted and looked after, in order of departure dates.
Contact us on +44 (0) 203 608 0135, Monday to Sunday from 9am to 8pm.
If you have already submitted an enquiry and have a case number, please do not submit another enquiry, respond to the email directly with the case number.
The Secret Escapes Team