Super Escapes Travel - www.superescapes.co.uk

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

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.

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

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" 

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

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!

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.

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!!

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.

Spoke to a gentleman and he was very polite and helpful over the phone 5/5