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

What is changing and why?

The technology platform that runs the website is the core change. We are making this change to allow us to bring you more offers and more options from more hotels in Ireland and internationally, and to provide you with the best travel services we can as we invest heavily in new technology upgrades in the coming months and years.

From this point forward, we are focusing solely on travel offers, as we know that bringing this singular focus to travel will allow us to bring you the best offers that we can find at prices you will love even more.

This platform migration does not affect your marketing preferences, so if you are unsubscribed, you will continue to not receive marketing emails from SecretEscapes.ie after the platform migration.

Any bookings you make in the future through our new platform will be billed by our sister company, Secret Escapes, who will be operating this platform going forward, and SE will appear on your credit card statement.

From this point forward when you make a booking, you will no longer be purchasing a voucher and instead you will be choosing a date and making a booking directly for those dates with our partner hotels. This means that the standard 14 day cooling off period you have experienced in the past is no longer applicable, and you will not be able to simply cancel the booking without incurring a cancellation fee. In general, we would advise that you read the full terms of each offer on the site.

Will I need to set up a new account?

No, your existing account is still active and has been migrated to our new platform for you. However you will need to reset your password to access the secure areas of the site and to manage your account information.

You can update your account details, change your password, cancel your account, or change your email preferences when you log into your account at any time.

Empathy Marketing Limited is still the data controller of your data. Secret Escapes takes data privacy very seriously, and your personal data will only ever be used as permitted by law and in accordance with Secret Escapes’ privacy policy. Please refer to our privacy policy.

What happens to my existing bookings on the old service?

Your existing bookings and transactions are still valid, and will be accepted by the hotels and service providers as normal. If you have any questions or experience any difficulties, then please reach out to our customer support team directly.

If you need to get access to a voucher you have not yet used, then please contact our customer support team who will be able to help you to retrieve it.

What happens to my credits or gift vouchers?

All credits and vouchers remain valid, and we are making it even easier for you to use them. Existing balances of credits have been automatically added to your account, and when you next make a purchase, your credits will automatically be used as part of the purchase and payment process. This means that you don’t have to remember to find your voucher code or activate it. Another benefit of our new platform.

Where are my PiggyPoints?

PiggyPoints are no longer part of the service and are being replaced with credits. Any PiggyPoints balance that you had has been converted to credits and added to your account, and can be used as part of your next purchase.

What happens if my Gifts and Shopping Purchases don’t arrive?

Please contact our customer support team who will be happy to assist you in obtaining an update from the merchant in question, and dealing with any outstanding questions.

If you have existing open tickets with merchants for recent purchases then don’t worry - our customer support team are on the case and will assist you to get a resolution.

What happens with product warranties?

Any warranties in Gifts and Shopping products are provided by the merchant who delivered your product. Should you wish to contact a merchant or need assistance, please contact our customer support team who will be happy to assist you.

Why is my Pigsback Mobile App not working?

The Pigsback App on your phone was built to work with our old system, so for now it will not work until we release our new app. Our team is busy working in the background to get this launched later in the year, but for now you will get all the same functions from our mobile website.

What is Secret Escapes? 

So how does Secret Escapes actually work?
At Secret Escapes, we think booking a holiday should be a fun, enjoyable and stress-free experience, so we decided to create a website where we hand-pick the best hotels and holidays and curate exclusive offers available only to our customers and partners. Our rates are the best you'll find online during our sale, that's our guarantee.

Every week we'll run short 'flash sales' lasting around ten days each - the time left is indicated on each individual sale. There may be as many as 500 sales going on at any one time, but we'll email you to let you know what's coming up during the week.

It's worth noting that, although all of our prices are better than anywhere else online during a flash sale, the availability of our lowest advertised rates may be limited.

By hand-picking hotels and holidays for our customers, Secret Escapes acts as an agent for the suppliers, tour operators and hotels featured on the site.

Why book with us?
Our ethos from day one has been to offer luxury hotels and holidays, at home and abroad, at prices better than anywhere else online.

As a customer of Secret Escapes, you can rest assured that our rates are exclusive to you and cannot be beaten while our sale is live, leaving you safe in the knowledge that you needn't shop around once you've found your perfect getaway. In fact, if you look elsewhere online for the best price, we’re certain to beat it. There's no fuss - you pick the dates you stay before you pay.

We also try to make sure that all of our customers see the value of booking with us. All of our offers are hand-picked by our team of travel experts, and we always try and secure little extras, like room upgrades, spa treatments or discounts, welcome gifts or even evening meals and cream teas - anything to make your stay extra special.

The Secret Escapes Price Guarantee
What is the Secret Escapes Price Guarantee?
Our contracting team works hard hand-picking some fabulous deals, and our flash sale offers beat the best price you will find on the open market during our period of sale. We scour the internet far and wide to make sure we offer the lowest rates available. You shouldn't have to shop around - we guarantee our exclusive rates are not bettered elsewhere.

If we were ever to see a lower price for one of our flash sales, we'd immediately cancel the sale and either push for better discounts and extras for our members (like champagne on arrival, a room upgrade or a three-course meal) if we were to feature that hotel or holiday again, or just drop the deal altogether.

What happens if I find one of your flash sales cheaper elsewhere?
It's up to us to make sure that this never happens - and luckily it hasn't, so far. But, should you find a price elsewhere that has sneaked under our radar, please contact us on customersupport@pigsback.com with full information on the competitor's offering including dates, package and prices, including screenshots of the offer. If the deal you have found matches our offer elements identically (for example the room type, board-basis, inclusions and dates of stay) we will match the competitor's price.

We will match any identical offers (as detailed above) for as long as the sale in question is available to book on our website.

How do you calculate the price and the discounts?
All of our flash sales are sold at exclusive members-only rates, cheaper than anywhere else online. The top rate advertised is the highest possible saving you can achieve with a particular offer and usually - but not always - represents the lowest price you could pay. Sometimes you may end up paying even less than the rate advertised, but there may only be a few available dates at these super low prices. The 'up to' price reductions are valid when the sale is set live.

We advertise the price after checking and re-checking the rates numerous times before setting a sale live. When a sale is set live on our site, we always ensure that our 'lead-in' rate - the price advertised at the top of the offer page - constitutes at least 10% of our total number of available dates for that sale.

Naturally, this leading 'best' rate advertised is usually the most popular, and often sells out before the remaining dates. Therefore, you may notice that a few days after the sale goes live, we're advertising a slightly higher 'lead' rate. This is only when the original rates have sold out and, if this happens, we will inform you of this change next to the new price. Full details of how our prices are calculated are available in the 'more details' section of each individual offer.

You should note that packages - offers that include travel - are priced per person, not per room.

What are ‘Exclusive extras’, and how is the value calculated?

A lot of our deals include 'Exclusive extras', which are added perks to make your Secret Escapes stay even more special - if they’re included in your selected deal, you’ll see them in the bullet points of the offer card. The value of these ‘Exclusive extras’ is provided by our hotel partners. This is then vetted by our expert internal teams to make sure our members have a clear understanding of the benefits provided to them when booking one of these deals via Secret Escapes.

What does 'Best-price guarantee' mean?

At Secret Escapes, we negotiate exclusive rates for luxury hand-picked hotels in Ireland and abroad, at up to 60% off the price you'd pay by booking anywhere else. For access to our members-only rates, all you have to do is sign up to Secret Escapes with your email address. It doesn't cost a penny, and it never will. In return, we'll give you access to package holidays, and rates for hotel-only stays that you'll struggle to find anywhere else, and if you do, we'll match their price - that's a guarantee. Please note that our 'Best-price guarantee' is only applicable for hotel only bookings and does not apply to package holidays, hotel + flights offers, or any deals that include travel.

For more information, please see our Terms and Conditions.

How does your 'Best-price guarantee' work?

We work hard to contract the best-of-the-best prices for our hand-picked hotel-only deals. However, if you happen to find the exact same hotel deal elsewhere within 24 hours after booking with us (this means the same hotel, same room type, same dates, same inclusions, same occupancy and same cancellation policy), for a cheaper price, we'll refund the difference in credit, plus an additional £25 credit, to your Secret Escapes account so you can put it towards your next getaway with us. Please note that our 'Best-price guarantee' is only applicable for hotel only bookings and does not apply to package holidays, hotel + flights offers, or any deals that include travel.

For more information, please see our Terms and Conditions.

What shall I do if I see a hotel at a better price on another website?

If you have already made your hotel only booking with us and you see the same deal at a cheaper price elsewhere (must be for the same hotel, same room type, same dates, same inclusions, same occupancy and same cancellation policy), please alert us within 24 hours of making your booking using this form.

Please note that our 'Best-price guarantee' is only applicable for hotel only bookings and does not apply to package holidays, hotel + flights offers, or any deals that include travel.

For more information, please see our Terms and Conditions.

Can I book a single room?

Single rates are sometimes available for selected hotels. To find out whether we offer single occupancy rates on the hotel or holiday you're interested in booking, click on the 'Offer details' section for the offer you want to book and navigate to the 'Single Policy' tab. Here, you'll find out whether we have single occupancy rates for that specific hotel.

All of our deals can also be booked for one traveller. Does the hotel allow pets?

Some hotels we offer are happy to have furry friends accompany you on your trip. This information can usually be found in the 'Offer details' or 'Good to know' sections of the hotel sale. You'll either see a sentence saying 'This hotel is pet-friendly subject to availability', or 'Pets are not allowed in this hotel.' Regardless, we recommend contacting the hotel directly before you book, to ensure that your pet will be allowed to stay, in order to avoid potential disappointment.

Can I bring the whole family?

Sometimes our hotels give you the option to bring the family along with you, and this information can be found in the 'Capacity Info' section, under the 'Sleeps how many?' tab. You can also find out quickly by looking at how many people icons are shown on the offer. Often an infant can be brought along free of charge, but children over a specified age will usually require an additional bed (this may come at an additional cost) - please be aware that at least one adult is usually required in the room. Unfortunately, due to occupancy rates, it is not possible to book adjoining rooms.

Are your hotels and holidays accessible for members with disabilities?

The easiest way to find out if a hotel is accessible, or has provisions for your particular needs, is to contact the hotel directly. If you need information on whether a 'Secret Escapes Flexible Holiday' package is accessible, please fill in the form, stating your query in as much detail as possible, and we will do our best to find a solution for you.

Can I add on a special request?

We know that many of you are travelling to celebrate a special occasion and we'd love to help you to add the finishing touches. We recommend contacting your hotel directly with your request, as they are best placed to make the magic happen.

Didn't find an answer to your question? Please visit our contact us page.


How can I access my booking confirmation?

Once you have made your booking, we will send a booking confirmation to your registered email address. If you happen to misplace your email or, for some reason, you didn't receive one, you can access your confirmation by logging in to your account, clicking on your name in the right-hand corner of the site and selecting Bookings from the drop-down list. From here, you can either request for your booking confirmation to be resent, or print your details.

I can't find my booking confirmation, what can I do?

If you’re unable to find your Secret Escapes booking, please be sure to try logging in to the site with all possible email addresses that you may have created a Secret Escapes account with, before completing our contact us form with a proof of purchase so we can look in to this for you.

Your Secret Escapes booking will have been placed under this encrypted email address. If you wish to move your booking to your usual Secret Escapes account, please complete our contact us form, explaining the situation, along with your Secret Escapes booking ID, the full name and email address used to place your booking, your check-in and check-out dates, the name of the hotel or holiday package you have booked, and the correct email address that you would like your booking to be transferred to.

If you wish for your future bookings to be added to your registered Secret Escapes account, we would suggest not using the opt in via your Apple ID option, but to log in via the email address you originally signed up with.

Why can't I see your prices?

You need to be logged in to see our prices. Once you are logged in and have selected the offer that's caught your eye, the price should appear to the right of the images, with the full details of the offer.

How do I buy?

You can buy just as you would on any other travel website. Simply find your favourite offer, select your preferred dates and click the 'Book' button. You'll then be sent to the booking page where you can add your payment details and purchase the offer.

What payments methods do you have available?

Members can pay for their booking using a credit or debit card (Visa, Maestro, Mastercard and American Express accepted) or via PayPal. Unfortunately, we are unable to accept bank transfer payments.

I need help to make my booking

If you need a hand with your booking, please visit our contact us page, where the customer services team will be happy to help.

Can I add someone to my booking?

If you've booked a Refundable hotel-only stay and you're still within your free cancellation period, we suggest checking the 'Tell me more' --> 'Sleeps how many' section in order to see the occupancy allowance of the offer you've booked. If the offer allows you to add the number of travellers you need, and we have the dates available in the calendar, you can cancel your existing booking, receive credit, and then rebook with the desired changes.

If you've booked a Refundable hotel-only but are outside the cancellation period (travelling in less than 8/30 days), or you've booked a Non-refundable hotel-only stay, your booking cannot be amended. However, please reach out to us via our contact us page and our customer services team will be in touch to let you know if it's possible to add someone, and to provide a quote and options for you to proceed.

Will I require a visa to go on holiday?

For up to date information, please visit the Department of Foreign Affairs website . It is your responsibility to ensure that you and all members of your party are in possession of all necessary travel documentation before travelling.

Do I need to book travel insurance?

We would always recommend that you book travel insurance whenever you book a break. We understand that travel insurance is the least glamorous aspect of buying a holiday, but it is one of the most important steps in ensuring your holiday is a great success. We recommend that all of our members purchase adequate travel insurance for the type of trip they book - whether it's a foreign holiday or a Irish break. Depending on your level of protection (and we'd always recommend a comprehensive plan), travel insurance covers you against cancellations, healthcare, family emergency, baggage loss, supplier failure and a whole host of other potential issues. It’s always best to be on the safe side.

Didn't find an answer to your question? Please visit our contact us page.

Customer Services

How can I get in contact with Secret Escapes?

You can get in touch with us by clicking on the ‘Chat now’ button on the bottom right of your screen - we have 24/7 chatbot assistance, with live agents that will be happy to help. Alternatively, visit our contact us page, where our team will aim to get back to you within 48 hours.

How can I leave feedback for you?

We really value our members feedback and we want to hear about your experience with us, good or bad. To send us your comments, please use our contact us page and a member of our customer services team will be in touch as soon as possible.

Who should I contact in case of problems before, during and after my trip?

If you have any queries or concerns during your trip, please speak to a hotel representative or your tour operator directly. If you have any concerns about a new booking, feedback about your holiday experience, or you have a query about a Secret Escapes package, please let us know by filling in the form on our contact us page.

What if I have a complaint while I’m away?

If you're unhappy with any aspect of your hotel or holiday, please take this issue up with the hotel management, your tour operator or the resort representative directly. They will be able to address any issue you may have on site, and we will assist you as much as possible with reaching a satisfying resolution. In rare cases, you may feel that we did not accurately advertise a hotel or holiday, and that you did not receive what you bought. Again, please start by notifying the hotel management, tour operator or resort representative for a speedy resolution. Of course, please also contact us with your feedback by giving clicking on the ‘Chat now’ button on the bottom right of your screen - we're here to provide you with a truly enjoyable luxury escape, and we need to know if you feel we haven't done this. If you have an issue with any booked travel, such as delays or cancellations, please contact the tour operator directly or Secret Escapes if it's a Secret Escapes Flexible Holiday' package; an emergency contact number will be provided on your booking confirmation.

If I contact Secret Escapes, will I receive acknowledgement, even if there is not a final resolution?

We understand that it can be frustrating to have to wait for answers regarding your questions or concerns. If you have an ongoing case with our Customer Service team, they will endeavour to keep you informed regularly regarding the progress of your case. The length of time between contact, and progress towards a final resolution may depend on the complexity of your query and your departure date. Whatever happens, we will try our hardest to have your query resolved as soon as we possibly can.

How do I know an email is from Secret Escapes?

In this day and age it can be difficult to tell when a communication from a company is genuine, so here's how you'll know it's us: All communications from Secret Escapes will come from 'Secret Escapes'. If you have made a booking, your booking confirmation will come from service@email.secretescapes.se and will hold your transaction ID. If you have contacted our Customer Service team, the communication will come from a @pigsback.com address for UK-based members.

At the bottom of the communication, you will find the following sentence: 'Secret Escapes Limited is a company registered in England & Wales (registered number 07026107) whose registered office is at 4th Floor, 120 Holborn, London EC1N 2TD'. Emails from us will often have a Secret Escapes header. We will never ask you to make a payment via SMS.

Where can I get a VAT invoice?

For hotel bookings, Secret Escapes acts as an agent between the customer and the hotel or tour operator for VAT purposes, and therefore cannot issue an invoice for a sale made by the hotel or tour operator. Should you require an invoice displaying the VAT paid, this can only be obtained directly from the hotel, which, legally, is the entity that provided the service for you. Of course, through our selection of partners, we always try to ensure that customers receive an invoice at check-out. However, Secret Escapes is first and foremost a portal for leisure travellers, which is why individual hotels may not issue an invoice displaying the VAT for business travel. Unfortunately in this case, Secret Escapes cannot intervene because of its intermediary role. For 'Secret Escapes Flexible Holiday' bookings, we operate VAT under the Tour Operators Margin Scheme (HMRC VAT Notice 709/5) and can legally only issue an invoice without VAT. No VAT can be recovered on the value of your 'Secret Escapes Flexible Holiday' package holiday booking. For UK customers this is still called an invoice, but cannot be called a VAT invoice. To obtain this, please fill out our contact form.

Didn't find an answer to your question? Please visit our contact us page.

3D Secure™

What is 3D Secure™?

3D Secure™ (or 3DS) is a secure online payment service available for Visa and MasterCard cards. If your card issuer requires additional verification to authorize the payment, a 3D Secure™ window will open. Your bank will ask you to verify your identity by entering an authentication code. It’s an EU wide regulation that’s enforced by each EU and EEA member state's financial institutions; for Germany, this is BAFIN.

Where the payment value exceeds €500, the completion of 3D Secure™ is mandatory. For cases where the value is below the maximum threshold, your bank may require 3D Secure™ to be completed, this is not requested by Secret Escapes.

You either need to follow the steps laid out in the 3D Secure™ redirection page or, if you haven’t set your account up with the required information to do this, you must get in contact with your bank.

Alternatively, you can make payment through one of our alternative methods, such as PayPal, or (where available) SOFORT, SEPA and Invoice (RatePay).

Didn't find an answer to your question? Please visit our contact us page.