Our contracts have an initial term of 12 months. After this, they're essentially permanent until terminated by either party in accordance with the agreed terms and conditions. Additionally, all offer related terms and conditions are detailed in an 'entry form' which is to be signed off by the Supplier.

Where agreed in the terms on the Entry Form, the Supplier will honour any member cancellations. Secret Escapes will refund the relevant payment to the member and will not be obliged to remit such payment to the Supplier.

Secret Escapes may cancel a booking made as part of a package at any time prior to the Member’s departure date. In this case, the Supplier will refund any money paid for the booking to Secret Escapes, in the following circumstances:

(a) The UK government issues advice warning against any travel to the region that the hotel is located;

(b) An airline that the member has booked flights to travel with cancels or significantly changes its flights for any reason and the member does not accept an alternative that has been offered by Secret Escapes; or

(c) Unavoidable and extraordinary circumstances (meaning a situation beyond the control of Secret Escapes) occurring at the place of destination or its immediate vicinity which significantly affects the provision of the services, or which significantly affects the carriage of passengers to the destination.

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

All reservations made are treated as confirmed, unless they are over the agreed allotment.  

Allotments for pre packaged hotel-only offers can be edited via the partner extranet (please contact your Contract Manager for access to this). Allotments for tours can be adjusted by emailing to: PKGproduction@secretescapes.com 

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

Secret Escapes acts as a tour operator responsible, and is therefore liable for, the proper execution of the agreement. The booking agreement is concluded directly between Secret Escapes (the principal) and the member.

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 receive booking confirmations, please contact your Contracts Manager.

In the Partner Portal, you'll be able to monitor your bookings at all times and download booking summaries.

If member cancels with Secret Escapes directly

Cancellations are sent via an automated cancellation confirmation email after the cancellation is made. If there are cancellation fees in place, they will be automatically updated in the order, according to what has been agreed in the Entry Form.

Where agreed in the Entry Form, and on the terms set out therein, the Supplier shall honour any Member cancellations. Secret Escapes will refund the relevant payment to the Member and shall not be obliged to remit such payment to the Supplier.

In the Partner Portal, you'll be able to monitor your bookings at all times and download booking summaries.

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

Please refer the guest to Secret Escapes so we can reflect the cancellation in our system and send confirmations to both the customer and yourself.

Depending on the agreed cancellation terms in the Entry Form, no shows are usually fully charged.

In case of a date change, the partner will receive an automated email with the updated travel dates.

Refunds are always in consultation with your Contracts Manager or our Customer Service team. Whenever a refund is authorised, we will refund the member directly and update the payout price for the respective booking. Our finance team will then recuperate the amount with the next payment run.

Bookings can be monitored or extracted at any given time from the Partner Portal.

Secret Escapes will send a self-billing invoice to the Supplier on a monthly basis, with each invoice covering all bookings with check-in dates falling in the period from and including the 15th day of the present month to and including the 16th day of the preceding month (i.e. an “Invoice Period”). The invoice will display the agreed purchase price for the Services sold to Secret Escapes during the relevant Invoice Period. Secret Escapes shall remit the funds in respect of each invoice to the Supplier within five working days of the end of each Invoice Period. 

Each party shall bear its own bank transfer fees.

Secret Escapes accounts for VAT under the Tour Operators Margin Scheme. It remains the Supplier’s responsibility, as the supplier of the intermediary service, to determine the correct VAT treatment.

No. Secret Escapes will send a self billing invoice with all check-ins from the 15th of the present month until the 16th of the preceding month.

Neccesary changes such as cancellations or refunds will be included in this invoice. 

Please contact package_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. You can also download the booking summary from the Partner Portal, this contains members' phone numbers and email addresses.

Please forward a list of the confirmed hotels / the vouchers as a PDF doc to traveldocuments@secretescapes.com, per the agreed time frame as mentioned in the Entry Form.

Please contact traveladministration@secretescapes.com and they will further follow up.