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“Appalling customer service”

written by on 05/09/2014

decided to book a hotel on their website, selected top secret within 2miles of Leicester square, went fine put my payment details only to get an error on the screen, checked with my bank and the money had been taken, so i called their customer service team explained the situation and the lady said she'll process my booking for the same hotel for me..couple of hours later i get an email confirmation and ive been booked to a hotel 12miles away!! called their customer service number again only to get passed from person to person and finally getting cut off... so i called again explained the situation i was then left on hold for 15minutes only for the lady to come back saying theres nothing they can do!! after protesting she asks me to reply to her with a screenshot of the hotel i selected to a "hotmail" email address which she will email me from..
1) lastminute.com using Hotmail email addresses? very professional
2) i still haven't received this email from the lady
3) its clearly a call centre abroad as the lady asked me how to spell LEICESTER SQUARE

this booking was intended to be a gift for my wife and our very ill daughter..at the end of this month, i have lost faith in this company..will never use again

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