Roomer Luxury is a registered trading name used and powered by Secret Escapes Ltd for and on behalf of Roomer Luxury

How to contact us

Understandably, the COVID19 outbreak has caused high volumes of members to contact us with enquiries about their bookings. Our team continues to work as quickly as possible to respond to all members who are uncertain about their travel plans.

  • For all members with historic bookings affected by COVID19: We should already have been in contact with you. If you have not heard from us, please use the form on the Contact Us page to give us your details. If you have an ongoing enquiry with us, please check for updates (including in any Spam email folders and voicemail).   

  • For all members due to travel in the coming weeks: if your trip looks likely to be impacted by COVID19, we will be contacting you in advance of your departure date. We are contacting people in departure date order and you do not need to do anything at this time.

  • If your trip is affected by COVID19, our team will work through your options with you. Secret Escapes is working closely with hotels and travel partners to offer our customers new options, such as postponing and rebooking.

    However, we appreciate that many members have questions right now, so we have put together an extensive set of answers on our FAQ page HERE which we hope you might find helpful.

    Travel restrictions in different countries may change over coming weeks, so please continue to follow your government's travel advice.

Need to contact us urgently?

Please use this form to do so. It helps us help you faster:

Our customer service team is working around the clock to support our members at this unprecedented time and we appreciate your patience.
Every member will be contacted and looked after, in order of departure dates.

The Secret Escapes Team

If you have already submitted an inquiry and have a case number, please do not submit another inquiry, respond to the email directly with the case number.

We'd love to help

We're totally committed to finding our members exclusive rates at the best hotels around the world. We’re also committed to ensuring you have all of the information and support you need to make your booking and prepare you for your trip.

Our price guarantee makes booking with us easy – being safe in the knowledge you're getting the best price means you don't need to shop around. However, we know you may have questions, special requirements or need further information about a particular sale, and we also just love getting feedback in general.

If you're considering booking, have a question about an existing booking, have any other questions – or would like to leave feedback for the team – you can also use Customer Help to contact our dedicated support team:

844-9-SECRETESCAPES (1-646-828-9386) (8am - 6pm EST, seven days a week)

For press inquiries or to speak to our marketing team, please email