I booked a holiday to Italy through Secret Escapes in February 2020. I took out the cancellation insurance due to concerns around Covid-19 and sadly we did have to cancel. Secret Escapes told me that I could claim 80% of the amount paid but this was managed by Roomer. So far I have sent over 30 emails to Roomer. I have not yet had my refund, although I was told on 30th March that the refund "may take up to 120 days" and on 27th April that "I can assure you that your refund will be provided no matter what" - but on August 4th I was told that that they "would check status" and on 21st August just "to see our response" - there was no response. Very very poor service and as of today (18th September) STILL no refund.
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The place where people book hotel rooms from other people who had to cancel their vacations.
