Our contracts are essentially permanent - unless terminated by either party in accordance with the agreed terms and conditions.

For the duration of the contract, you agree to provide Secret Escapes with exclusive offers to promote to its members on their sites for the period specified in the offer sheet.

If a member cancels any booking voluntarily, Secret Escapes will be entitled to retain the commission on these bookings.

In the event of cancellations due to unavoidable and extraordinary circumstances, the commission on any affected bookings will be reduced by 50%.

Cancellation requests made to Secret Escapes will be forwarded to you immediately. 

To submit a cancellation request, please use this form.

To update your rates on Secret Escapes, please contact your Contract Manager.

To amend allocations or close out dates, please use this form.

To update your hotel information on Secret Escapes, please contact your Contract Manager. 

If there is an in-resort issue due to wrongly displayed information that you need our help for, please contact supervisor@secretescapes.com and copy customerservice@secretescapes.com with your query. We will get back to you as soon as possible.

• There should be at least one image of each hotel.

• The resolution needed is 2100 x 1400 landscape images (standard resolution for any smartphone).

• The Images team will review what has been provided at point of submission and contact you directly if any additional images are needed.

• There is only one exception where a deal could go live without an image of every hotel, and this would be for roundtrips where the focus is on the excursions, and the hotel with the missing image is of the same quality as the others being offered. This would be on a case by case basis and only in exceptional circumstances.

Secret Escapes acts as your agent in marketing your hotel to our members. We provide a platform through which you can enter into a contract with the customer; the contract is concluded directly between you, as principal, and the customer. In effect, this relationship is the same as if the customer had booked directly with you.

We send individual confirmations for each booking in real-time via email, to one or multiple addresses of your choice. To change, add or remove address/es that you receive booking confirmations on, please contact your Contracts Manager.

If you haven't received a confirmation, or if you'd like to have it resent, please reach out to your Contract Manager.

If member cancels with Secret Escapes directly

Our Customer Service Team will refer the member directly to you.

If member contacts the hotel / wants to cancel with the hotel directly

To submit your cancellation request, please use this form.

The cancellation will be accounted for in the following month.

The no show policy is up to you. Your terms and conditions apply.

We can't change the arrival date in our system. Therefore, no updated confirmation will be sent from Secret Escapes. You need to send an updated confirmation to the member.

To submit your amendment request, please use this form. 

Our accounting department will adjust the margin in the following month.

Yes, we can send you a booking list that consists of all bookings for an entire month. Please contact your  Contract Manager for this.

Each offer may be booked by a member without making a payment to Secret Escapes at the time of booking. All payments shall be made by the member directly to you following the booking on our site.

Shortly after the end of each calendar month, Secret Escapes will provide you with a report of the bookings made in the previous month and an invoice for the commission due for all bookings. All invoices must be paid within 15 days of receipt.

Shortly after the end of each calendar month, Secret Escapes will provide you with a report of the bookings made in the previous month and an invoice for the commission due for all bookings. All invoices must be paid within 15 days of receipt. 

Please contact invoices@secretescapes.com

Please report it to your Contract Manager, who will make sure it will be taken care of internally

Please contact the member directly, with the contact details provided to you on the booking confirmation. In cases where you need a copy of their passports, please also contact them directly. In case the members contact details are missing, please ask your Contract Manager.

Please forward a list of confirmed hotels / vouchers as a PDF document directly to the member as per your Terms & Conditions for the sale of travel packages.

Please contact both the member and your Contract Manager.