Secret Escapes Partner Portal

We are proud to introduce the new Secret Escapes Partner Portal: an intuitive toolset designed to help you unlock even more value from our unique marketplace.

1. Reservations

Quickly find up-to-date information about all your reservations

2. Virtual credit cards

Securely access virtual credit card details & view card history

3. Inventory management

Manage your own room availability in real-time 

4. Rate management

Manage your own rates in real-time 

5. And much more…

Keep an eye out for new features coming soon!  

Navigation

Log in to the partner portal 

First time accessing the portal

The Secret Escapes team will need to add your hotel to the partner portal. If you are not sure if your hotel has been added please contact partners-support@secretescapes.com

If your hotel is added to the portal, you should receive an email to set your password. If you have not received the email or would want it to be resent please email partners-support@secretescapes.com 

User activation process on the Partner Portal

Resetting your password

If you have forgotten your password, you can set a new password by clicking on this link here - https://partners.secretescapes.com/reset-password 

FAQs

Reservations and Payments

Reservation overview, details & VCC details

FAQs

The VCC is not working, what should I do?

Common reasons for the card not working:

• Incorrect amount: The card will only work for the exact amount on the card as per the booking confirmation. Even a difference of 0.01 ct (higher or lower) will cause the transaction to fail. This includes attempting to charge the card in a different currency as it is not possible to get the exchange rate to match the amount exactly when the card authorization is requested. 

• The card has already been charged successfully: If the card has been charged for the full amount already it will be automatically marked as 'closed'. Please check if anyone else has already charged the card for the booking (for example on a previous shift).

• Incorrect card is being charged: It is not possible to charge a different card for a booking, as the card and the booking confirmation are directly linked. Please double check the booking confirmation to ensure the booking reference and card details are relating to the same transaction. 

• Incorrect expiry date: Please check you have entered the correct expiry date as per the card details in the booking confirmation. The expiry date format when charging should only be mm/yy (e.g. 10/20) or mm/yyyy (e.g. 10/2020).

• The card is not yet active: All charges before the check in date as per the booking confirmation will fail.

• Charged as Debit instead of Credit: Please make sure you select Credit rather than Debit when selecting the type of card.

If the card keeps failing, or if you have other queries in relation to charging the cards, please email hotelvcc@secretescapes.com and quote the Secret Escapes booking reference. 

The amount on the VCC is incorrect, who should I contact? (Explain gross vs. net)

The available amount on the virtual card is the total sell rate for the stay minus the Secret Escapes commission. The card is automatically created to show the correct amount.

If you really feel a mistake has taken place, please email hotelvcc@secretescapes.com and quote the Secret Escapes booking reference.

Rooms and availability management

How to change inventory

How to change inventory in bulk

How to update low inventory in the Partner Portal:

1. Go to 'Rooms & Inventory'.

2. Select the room type you want to update.

3. Adjust availability using the calendar or ‘Advanced Edit’ for bulk updates.

4. Save changes to confirm updates.

How to change rates

How to change rates in bulk

Manage users

We have 4 types of users:

Account Owner

Primary contact with highest level of access and permissions across all properties in Partner Portal.

Admin

Full access to selected properties in Partner Portal. Admins are also able to create and manage users.

Editor

Full access to selected properties in Partner Portal. Editors are unable to create or manage users.

Read-only

Read-only access to selected properties in Partner Portal, without editing permissions. 

Add a new user

Change the role of an existing user

To change a role of an existing user:

• Click on Manage users

• Click Edit 

• Go to Role (under Permissions) dropdown and select the other role you want.

• Click on Save to make sure your changes are saved. 

Delete an existing user

To delete an existing user:

• Click on Manage users

• Click Edit 

• Click on Remove user. 

View & fix hard fails

Other questions

How do I amend a property name or property details?

It should not be the case that one of your properties shows up with the wrong name, as we do extensive quality control on the property data before adding it to the Partner Portal. However, if you want to amend a property name, we’d like to ask you to contact your Contracts Manager. They will amend the name in our internal systems and make sure the name appears correctly in the Partner Portal. 

How do I add/remove properties from/to the Partner Portal?

Please contact your Contracts Manager to solve this issue for you. We will make sure the amendments are done in our internal system, so it shows up correctly in your Partner Portal account.