written by mick555A on 05/02/2020
I am writing this review to hopefully spare any potential customer of Super Escapes the horrendous anguish and stress they have caused us. A process where we openly identified they were over-pricing identical holidays to other holiday providers at a simultaneous time… and then sold us a holiday where our children would not be allowed to enter as we later found out the Hotel was an adult only hotel. Upon providing Super Escapes an email from the hotel confirming we would be refused entry if we arrived with children, we demanded Super Escapes refund our £1,100 deposit, which they have refused to do and are forcefully trying to place us in another hotel against our will. We have no confidence or trust whatsoever in Secret Escapes, and now have had to go down the extreme route of seeking legal advice. Again, DO NOT CONSIDER USING SUPER ESCAPES to book your holiday. Use a more reputable company to save you unnecessary stress and heartache. Yours furious
written by Justiced1968 on 05/10/2018
Please do not waste your time booking a holiday online in their website as they will come back to you to say that your payment was declined and then you will have to go through again on the phone for a quote at which point they will quote you at least £100 more pp. All the time you spent to book online would be simply futile.
written by Robertszv201 on 30/09/2018
I was charged 100quid per night for what turned out to be a 3star hotel, They take every opportunity to add "fees" to unduly inflate the cost of your holiday including and transfer fees and so called upgrades that you neither want nor ask for. I used wowcher thinking I would get a great deal, yes the flight was but the rest I should have gone direct to the hotel to book rather than using a disreputable agency that is clearly in the fleecing business
written by Holtev200 on 19/08/2018
They charge a lot for what you can do yourself and it is better for you to book the flight yourself and the accommodation. The cheap holiday advertised was "gone". The business model is to lure you in with cheap holidays and then offer you "alternatives"
written by GARRYZULU on 03/08/2018
Tried to book a holiday on Wednesday to fly out following day only for my credit card to be refused when I called the credit card provide they told me they was putting in the incorrect expiry date I called them back they tried again only for it to be declined again called the card provider to be told super escapes are now putting in the incorrect security number this happened 4 times in total I gave up and cancelled until today that was I tried to book a break flying out tomorrow only for my credit card to be declined this is a different card from the 1 used on Wednesday when I called the card provider they told me it was declined because they are putting in the incorrect expiry date so a quick call back to cancel was in order they DONT REALISE that the card providers can see what they are doing wrong.THE ONLY REASON I HAVE GIVEN THEM 1 STAR IS BECAUSE I HAVE TO THEY ARE WORSE THEN TERRIBLE
written by maskerade1 on 22/01/2018
I tried to book a deal I had seen on Travelzoo - I wanted a board upgrade and they flat out told me it was only available for longer trips but I later booked direct with the hotel and got it for the duration I wanted. They were very aggressive, kept ringing me back and trying to make me make snap decisions. When I told them I was going to book elsewhere the agent said "well I can't force you to book as I don't have your bank details yet". Presumably implying he'd book it anyway if he did. Avoid like the plague. They aren't even that cheap, booking it all myself saved me £200 even with a board upgrade!
written by Terryt01 on 03/07/2017
On 7th February 2017, I made a holiday booking with Superescapes for my two granddaughters and their boyfriends for a one week all inclusive holiday to La Branda Isla Bonita Hotel in Tenerife. The total cost for each passenger was £370. Due to the breakup on one of the relationships, it became necessary to change one of the four participants names and I accordingly contacted Superescapes firstly by telephone and, at their request, then by e-mail. In response to my request, I received an e-mail detailing the cost of the change reference the Airline and Transfers as £110 but the e-mail (of which a copy can be supplied) quoted that the hotel room had been booked as a ‘non refundable room (that) you have to manage booking locally’ I considered that as I was NOT cancelling the reservation or requesting a refund, the minor name change would be dealt with by the party on arrival. The party arrived at the resort at approx 21.00 on 6th June and on registration one of the two rooms was made available without question but the as to the other, the guests were advised that the name change was being treated as a cancellation and therefore a further payment of Euros 896 would be required. ( This equated to some £810, more than the original holiday cost for the two affected passengers) The hotel remained intransigent relying on the ‘non refundable’ room and stating on numerous occasions that the name change amounted to cancellation and hence that the room (which had been fully paid for in the original booking) would need to be paid for again. Left with no practical alternative, the required payment was made over three days. During the period of the holiday, Superescapes were contacted by telephone and e-mail in an attempt to resolve the payment issue and on various occasions responded as: 1) The room was non- refundable 2) The room had been booked through their sub agent ( resident overseas) who were unable to do anything In late June, I registered a complaint with ABTA regarding the Agent on the basis that their original statement was both misleading and that the Agent did, or should have known, that the change of name would lead to the circumstances that we encountered and that they had a duty of care to full appraise me of this at the time of requesting the booking change. The ABTA complaint ( Ref: 159718) was closed as the company who made the hotel booking ( the Agent of the Agent!!) was not ABTA registered and was overseas. This in itself seems patently unfair if not a sharp practice as at no time prior to payment of the full holiday cost was there any mention of the Agent not taking full responsibility for the booking.
written by ujMorales128 on 21/05/2017
First of all... UK number but Indian call centre. Agents all give themselves British names. Although the agents speak ok English, there are communication issues making phone conversations very difficult. Some things are simply lost in translation! The deals advertised online are never available when you call up! They tell you that the hotel is not available... flight not available.... rates have gone up now etc etc and then they sell you something more expensive of course! But then days later you find the same deal re-advertised again (with same price, dates, flights, hotel etc that you had requested!) Very pushy sales people who will call continuously even when you ask them not to! After every call (even a complaint one) they ask you to do a Customer Satisfaction survey. When you hang up before the survey they keep calling and calling non stop! They don't take the hint!! My main complaint.... they try to up sell things that you don't need! Ok fair enough i understand that its a sales job and that's what they are supposed to do! But charging £40 per customer to check you in online is ridiculous!! Anyone can check themselves in for a flight!! Asked if i wanted to pay an extra £200 for an upgraded sea view room - which i agreed to. Told me it was a special offer and the £200 was heavily discounted, usually it would be a lot more. When my travel invoice and booking details came through I could clearly see that they hadn't upgraded our room at all - it was a Double Superior Room with sea view NOT guaranteed - which was the exact room type that i was originally quoted for in my email quotation! They had taken an extra £200 from me for nothing!! Called up to demand my money back and was basically lied to, i was told "Yes mam this is an upgraded room.... this hotel issues no refunds... you were originally quoted for a Standard Double Room, I'm looking at your quotation right now".... They didn't know that I had received the quote by email so could therefore prove what I was saying!!! That is the only reason I ended up getting my money back. They never even offered to ACTUALLY upgrade my room, just refunded the £200 when they realised they had been caught out and didn't have a leg to stand on. I understand that this is a Sales job and adding on extras to increase their margins is what its all about, but I do object to being lied to and sold non existent room upgrades! Very bad. I would not recommend Secret Escapes Travel to anyone, they are difficult to deal with and basically try to rip you off!!
written by MartyMMM on 14/05/2017
Absolute shambles from start to finish. Constant admin errors, lack of communication, wrong names on boarding passes, uncontactable, inaudible contact centre, data protection breaches by sending other peoples' bookings to our e-mail address. Basically the worst experience you can have when booking a holiday. Avoid at all costs. The holiday was fine. There was sun and it was all-inclusive. It did however, cost more than twice as the originally advertised price. Lots of hidden charges and excuses; "Sorry, we need to move you to a different hotel", etc. Incorrect information constantly given.
Written on: 08/12/2017
Ditto. Spelling mistakes, couldn't get boarding passes till 3 days before flight. I have never heard of another agent who checks people in without permission and controls Ryanair boarding passes, Only got outgoing boarding passes can't get inbound unless we phone Super escapes from abroad and get them downloaded to my phone. What if my phone loses charge, what if my phone packs in?
written by LindaCattell on 06/03/2017
Spoke to a gentleman and he was very polite and helpful over the phone 5/5
Written on: 08/12/2017
Yes the staff are very polite and courteous. That is their job. That is part of the manipulation. Us Brits can't help but be polite and respond politely to what sounds like a decent, nice person. They are very well trained to do so, while the company are extracting cash from your wallet.
written by Keylag159 on 23/08/2016
Do not under any circumstances use super escapes travel they lie and deceave and you do not get holiday they sell you. Discusting excuses for a company. Awful service..... Promises not fulfilled Not worth the paper it's printed on Expect disaster you mite be happy. Trixters. ... ...money black hole. Deplorable attitudes DO NOT USE
written by Watkinsfc39 on 21/08/2016
I answered an advertisement by Super Escapes in the Metro for 2 nights stay in Venice at the Palazzetta Modonna for £166 per person. As I was wanting to extend my stay to 4 nights they offered me another hotel, which was even more conveniently placed for my purposes than the Madonna, this was in the Hotel Al Piave and was advised it was 10 minutes away from the Rialto Bridge. I checked on google before finalising the arrangements and paying, the location was fine. I was then offered varying flight destinations and decided on Luton, the total came to £215 for 4 nights and flights. So far so good. I then received the detailed documents and confirmation by email, if I had not been familiar with Venice I would not have spotted the subtle change in hotels. They had booked me into the Hotel Piave in Mestre on the mainland Italy NOT in Venice. When I enquired and informed them of the mistake one agent tried telling me that the Hotel was 10 minutes away from the Rialto Bridge, BY CAR, I pointed out there was no cars in Venice to which his reply was I am looking at google map Venice and I can see cars on the Rialto Bridge. At this point you tend to lose all confidence but it got worse, asked to hold the line for so long calls cut off frequently, calling back you always got a different agent and had to go through all the details again with reference number etc. Having been informed it was not a refundable break and that the Hotel would not refund the money I had to explain that that was their problem, I was booking over the phone into the Hotel Al Piave NOT Hotel Piave which was not in Venice and that the mistake was theirs not mine for booking the wrong Hotel. I had to go to the lengths of threatening to report the incidence to Trading Standards, the Advertising Board and ABTA, who they say they are registered with and thinking about it since even the fraud squad could have been involved legally. I eventually was given a refund for the hotel price but they could not refund the Air Fare so I decided to compromise and accept, as my flight is for February next year I am not over confident that this will be plain sailing so to speak and I am left wondering what they are going to provide as excuses come February. To all intent and purposes this coincidental hotel name is deliberate by Super Escapes and if you do not check thoroughly your stay will not be in Venice but a 15 to 20 minute ride away to the North of the island and about 2 kilometres from the main centre of Venice and all the usual sites of interest.
written by morrisonlin on 12/08/2016
I have today telephoned the company Super Escape Travel with a query regarding Baggage Allowance. The Customer Service Agent I spoke to called Abel was extremely helpful and advised that he would add and extra 20kg of baggage allowance free of charge. I can advise they have been a pleasure to deal with in all aspects of my holiday.
Written on: 22/08/2016
Be very careful as they say things just to get you off phone. They told me to pay for something and they would refund it. Now they say that he did not say it even though I have independent witnesses they refuse to refund .......
They lie and take your money and DON'T delivet
Written on: 08/12/2017
No such thing as a free lunch
written by Mreid84 on 08/07/2016
Looking to book holiday to turkey for end of July for 11 nights. During phone calls the call takers were extremely rude, constantly speaking over the top of me when trying to clarify points. Informed would be provided with double room with sea view & upgraded room however on getting booking confirmation shows as twin room, land view with no reference to an upgraded room. Thereafter say no double rooms but contradict themselves and try to charge for double room. Ended up having to book or lose deposit of £500. When they tried to take additional payment of around £690 they were intact trying to take the full balance of nearly £1200 from what my bank said therefor the payment was rejected. Customer service extremely poor, will NEVER use again. I've heard of horror stories with travel agents and never believed I would see it myself however this company is a shambles'.
written by Sloan416 on 09/06/2016
Please avoid at all cost using this company. Trying to spell names and getting them right proved to cost £70. After going to download flight information one of the names was spelt incorrect by one letter. Trying to get this put right was impossible. So because of clerical error the above amount had to be payed to put righ. Hope holiday is going to be worth it.
Written on: 25/06/2016
Dear Sir/Madam,
We regret that we provided you with bad service and a poor customer experience—it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service.
I would like to thank you for bringing this to our attention. It will help us improve our operations and services.
Regards,
Customer Care
written by 7Kirk on 24/03/2016
Is company changed our flight arrivals airport without telling us now resulting in a £200 taxi fare to get us home! Their customer services team are awful, try to belittle you, call you a liar and consistently talk over you. Please avoid is company they are terrible and have added so much stress to our holiday which really wasn't needed!!!
Written on: 06/04/2016
Hello!
I have booked with this company for the first time & already I have encountered lots of problems! We are departing in a week and I still do not have all paperwork and have been told I did not book what I actually asked for???
VERY VERY STRANGE SITUATION AT THE MOMENT!
I am are worried and stressed at the moment....not knowing what to do next to resolve the issues?
Please advise if you can as you have dealt with them before.
THANK YOU!
Written on: 22/08/2016
Agreed super escapes are bad......
They give u Atol certificate but if you look very carefully you will see it only covers you if the company goes out of business. ......BE WARNED
written by Giancarlot409 on 30/10/2015
I contacted the company to book self catering accomodation in Malta which I had seen on the internet, but my original choice was booked up. The company recommended a different accomodation nearby (Burlington Apartments) As the cost was higher, we thought it would be an upgrade and made the booking. All documents etc arrived on time. No problem with this. After having the worse holiday staying in this apartment,my dissatisfaction with this company is that the appartment booked was unsafe, unhealthy, dirty and noisy with construction work going on underneath the building in the basement, on the first floor and on the adjacent building. We were only informed about "some construction work " next door after making the booking. Burlington apartment, St Julian's should not continue to be offered as holiday accomodation. It is unsanitory and unsafe and not fit for purpose. It was only after booking we read long list of bad reviews. As it was a last minute booking, it was too late to change our minds. I hope this complany does not take any further bookings for these apartments whilst it remains in its current state.
written by on 25/10/2015
We booked by phone for July 2015 and every question was about the holiday we wanted in Faliraki every answer added to the price ! I said to this Indian sounding chap "can I stop you now as the price just keeps going up every second and it is now above a price from another travel agent" he did stop and reduced it to the price I had from before. But just as I said go ahead he asked would I like a studio and I asked " whats the difference" he stated MUCH MORE ROOM !We were so shocked when we got to our very compact room in The Old Windmill studios that every room was classed as a studio and realized we had been charged extra money for a studio. They were fantastic and so was the cooking and service We are going back next year but not going near super escapes
written by meganuts on 28/09/2015
Just got off the phone to Zack at Super Escapes That's a laugh to start with . Holiday advertised on Holiday Discounts at £643 per person and by the time this clown added luggage and transfers the price was £938 per person .you can imagine what my next suggestion was .I thought Hays Group was a reputable company I suggest they take a serious look at this side of their company .
written by on 18/09/2015
I read the reviews but still tried! Holiday advertised at £261 pp but when I phoned it was £400+. When I asked why it was advertised at that price, they said prices are updated every 24 hours and the price advertised was for just 2 seats on the plane then price increased. What absolute tosh!! Do not waste your time ringing.
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As rated by our community of reviewers
Linda565's Response to Terryt01's Review
Written on: 08/12/2017
I have been dealing with these horrors, Super escapes, recently 're a weekend to Budapest with a friend. She can't go now. Super escapes are trying to charge me to change one name on the hotel room. I thought I could do it myself by a phone call but Super escapes are in control of that. Also, they took control of the boarding passes for the outward journey and say I have to phone them during the weekend in Budapest to get the return passes sent to my phone. Given that they exhibited incompetence issuing the outward passes, 3 days before travel, said they had sent them, didn't till a further request, received 5 hours later. Given what I now know about them I could bypass them and deal direct with Ryanair. I could book a much nicer hotel than we were offered. We rejected the first Korona Pension due to the terrible reviews. Super escapes have way overcharged us for the Korona, described on trip advisor as dirty and disgusting. They charged another £40 to "upgrade" us to the Benczur whuch has also some bad reviews. My friend booked through them. I should never have agreed to it. In the circumstances I have decided to cut my losses and stay at home. I am not being held to ransom by this company.