FAQ - answers to the most common questions of our guests


Our accommodations
How does Secretplaces.com select its accommodations?
Most accommodations have been visited by our team. Others are chosen based on reliable reviews or after passing a rigorous selection process. But we plan to visit them in the future.
What types of accommodation are available at Secretplaces?
Each lodging has been carefully selected for its unique character, its outstanding decoration, its location and surroundings and its commitment to exceptional service. Our selection criteria ensure that each accommodation offers an authentic and enriching experience, making your stay more than just a trip.
You will find generally small and cosy hotels, guest houses and holday homes, most of them run by families passionate about providing exceptional service, in all price categories. From charming guesthouses in the mountains to luxurious boutique hotels with sea or lake views to a romantic riad in the heart of a walled medina.
What is our business model?
Secretplaces receives a small commission from its hand-picked member accommodations when bookings are made via our portal. Our accommodations have also agreed to offer our readers the same prices as their direct customers.
What is your role in our company?
By choosing Secretplaces, you are not only securing your next adventure somewhere special, but you are also supporting a company that cares deeply about delivering genuine and sustainable experiences. Every reservation, every recommendation and every comment you share contributes to this vision. Your reservations help us maintain and expand our curated collection of specialty accommodations.
Why are some accommodations on Booking.com?
These have not yet been contacted or visited by us, but we consider them valuable in offering greater selection to travelers.
What type of contract does Secretplaces have with its accommodations?
We have contracts based on commission or an annual fee. In the latter case, bookings are made directly on the accommodation's website.
Why do some accommodations only work with Secretplaces?
Because we are more than a booking platform; We are a guide that looks for the best places regardless of their price or type and our collaboration is more personalized.
How can I suggest an accommodation to Secretplaces?
If you've been to a place you loved, we'd love to hear about it. You can send us your suggestion by email to info@secretplaces.com or through the link on our site: suggest an accommodation
Are all accommodations published on the site?
Not all of our accommodation is currently published on the Secretplaces website, but we are gradually adding to it. Nevertheless, we are happy to help by providing personalised recommendations if travellers cannot find what they are looking for or if popular options are already fully booked. While these exclusive places are not visible on our platform, they still fulfil the high standard and authenticity that Secretplaces is known for.
How are prices and policies determined on Secretplaces.com?
The prices and policies are the same as those that the accommodations offer directly to their clients.
Are there additional charges when booking through Secretplaces.com?
No, our selected accommodations offer our readers the same prices as their direct customers.
How can I review Secretplaces?
You have various options for contacting and rating us: via our hotline, by phone, email or by entering your concern in our complaints book. You can also rate us on Google and follow our social media platforms such as Instagram, Pinterest and Facebook.
How can I write a review about a lodging on Secretplaces?
After your stay, you will receive an e-mail inviting you to rate the accommodation or write a review. If an accommodation receives one very bad or three bad reviews, it will be removed from our selection.
How can I make a reservation on Secretplaces.com?
You can make reservations directly on our website by submitting an availability enquiry or book immediately if the accommodation is available. Please enter your payment details to confirm the reservation. The information required may vary depending on the accommodation, usually a credit card is required or you can pay by bank transfer. If you prefer, you can also book by telephone; please make sure you have your payment details to hand.
What does "book on request" mean?
At Secretplaces you have the option to "book on request”. In this case, a booking will be made if the desired room or accommodation is available. Additionally, you will receive a booking confirmation. If the room or accommodation is not available, you will either receive an alternative proposal, which you will have to confirm again within 24 hours, or a cancellation. In the latter case, your credit card details will not be forwarded.
How can I clarify doubts or request special services in my accommodation?
During the reservation process, you can indicate your requests or questions in the information box. They will be responded to via email. After booking, you will have all the contact details of the accommodation to communicate directly.
What happens if I don't have a card?
If you do not have a credit card, accommodations generally accept advance payment by bank transfer. Even if the accommodation does not require advance payment, you may need to make a partial payment to guarantee your reservation.
Why do they ask for my card if the payment for accommodation is not made with it?
The card is used as collateral. In the event of a no-show, Secretplaces will manage the cancellation and collect the corresponding amount on behalf of the accommodation.
How do I know if my reservation is confirmed?
You will receive an email indicating "reservation confirmed".
Can I cancel or modify my reservation?
Yes, to cancel or modify your reservation, simply send an email to info@secretplaces.com with the details and number of your reservation. Please note that the reservation is only canceled upon receipt of the cancellation confirmation from us or from the accommodation. If you do not receive any email, please contact us again.
To whom is payment for the reservation made?
Payments are made directly to the accommodation. Secretplaces only acts as an intermediary. In rare cases, an accommodation may ask Secretplaces to debit an advance payment on its behalf. However, this is explicitly stated in the terms of payment. In such cases, only the remaining amount is due on arrival.
If the accommodation is overbooked, what should I do?
It is the accommodation's responsibility to find you a similar or superior alternative, covering any additional costs. We try to help you find other options and we always remind the accommodation about your arrival to minimize these cases.
What should I do if I have a problem during my stay?
Contact Secretplaces as soon as the problem arises. We will try to do everything we can to help you.
Data Protection
How does Secretplaces protect my personal information?
Security of your data is our priority. We use advanced security measures to protect your personal information and ensure confidentiality in accordance with GDPR (General Data Protection Regulation).
Are online payments secure at Secretplaces?
Yes, we use encryption technology and secure payment platforms to ensure the security of your transactions.
Help and Tips
How can I contact customer service?
You can contact us by email at info@secretplaces.com, by phone or through our hotline. We love talking to our travelers and helping them on their next getaways.
What are the opening hours?
Weekdays from 9:00 a.m. to 7:00 p.m., and weekends from 10:00 a.m. to 5:00 p.m. (Western European Time Zone)
In what languages can I communicate?
You can speak or write in English, Spanish, French, German, Portuguese or Italian.
Secretplaces Gift Vouchers
How to give a Secretplaces voucher?
You can purchase a voucher by email to info@secretplaces.com or through our link: Gift voucher. If you have questions, call us.
How to book with a Secretplaces voucher?
Contact Secretplaces indicating the voucher number, the desired accommodation and the dates. If available, we will send you an email to confirm that you accept the reservation using the gift voucher.
What accommodations can I book with the voucher?
You can use it in more than 1,000 accommodations published on our site. Accommodations with a link to booking.com are excluded as we do not have a contract with them.
What happens if the voucher is lower than my reservation?
You must pay the difference directly at the hotel. If there is an advance payment, the bonus will be deducted from the final invoice.
What happens if the voucher is higher than the price of my reservation?
The voucher is for one accommodation only. If you want to split it, there is an additional cost.
Can I give a voucher without showing the price?
Yes, we offer surprise bonuses. The recipient must contact us to find out the value.
Can you give away one night or several at a specific hotel with a voucher?
We do not offer this type of vouchers due to the variability of prices in hotels, which makes it impossible to know the price in advance, and we want our travelers to be able to travel at any time of the year and choose the hotel they prefer.
We hope this is helpful and if you have any other questions or needs, please do not hesitate to contact us.