Best and worst city break providers

How we researched holiday companies

In March and April 2020, we asked Which? Connect panel members and the public to complete an online survey about their experiences of booking and going on holiday in the last two years. We define a city break as a package to one city which includes flights and accommodation. We only reported on companies and star rating categories when we received at least 30 responses.

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Other city break providers

Secret Escapes – 76%

From its alluring descriptions and promise of hand-picked hotels, everything about Secret Escapes seems appealing. It may have received a decent customer score as a city break provider, but the company found itself ranked near the bottom of the results table - it couldn’t match up to competitors. 

When it came to dealing with refunds during the coronavirus crisis, the travel company fell short. People had to wait for refunds from partners who were stalling and many were automatically issued a credit note instead of a refund, which you could swap back to cash in 2021.

Which? verdict: If you’re heading off on a city break, consider Jet2Holidays or British Airways Holidays, which provide short-haul escapes for a similar price.