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

All cancellations should be made in writing and should be acknowledged by the resort. In the event of cancellation notification after such dates, a late cancellation charge will apply for FIT booking as follows:

More than 14 days to arrival: no charge

14 days to arrival: one night’s stay

3 days prior to arrival: Full Length of stay

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.

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

Bookings made over the agreed allotment will be reviewed by the hotel and actioned within 24 hours. Every effort will be made to accommodate these bookings on the same basis as the original offer.

If the hotel is not able to accommodate a booking (without any prior notification) in the agreed room category, then a higher category will be given at no extra charge.

To close out allocations or 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.

Secret Escapes acts as an intermediary who has a number of contacts with suppliers of travel components. You will be introduced to the contacts in order to buy travel components from the suppliers and include them as part of the packages sold by you, exclusively through Secret Escapes. Secret Escapes acts as your agent to customers on the Secret Escapes' website.

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.

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.

No-show guests that check-in after their scheduled arrival date will be charged accommodation for all nights that the room was booked for but not occupied. Careful attention should be paid to the International Date Line to avoid this situation.

We can't change the arrival date in our system. Therefore, no updated confirmation will be sent from SE. 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.

Full prepayment must be received by the resort by Bank Draft, Money Order or Telegraphic Transfer at least 14 days prior to arrival of guest. If no payment is received in this period, the resort reserves the right to release the room reservation, or collect payment directly from the guest at published rate. This will not be applicable if separate written credit arrangements have been agreed upon by both contracting parties.

"If credit facility has been established with the resort, all invoices including master account and cancellation/no-show charges are due and payable within 30 days of the billing date. The resort reserves the right to withdraw the credit facility if the agent fails to settle the payment during this period.

Bank charges should be shared.

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 member's contact details are missing, please ask your Contract Manager.