Guest's Review of Last Minute, www.lastminute.com
10th Jan 2009
Overall Rating
- Value for money
- Ease Of Navigation
None
Bad Points
Terrible Customer Service
General Comments
My husband booked a spa break for my xmas present, we received the email confirmation with a booking reference and instructions to ring the hotel direct to book the inclusive spa treatments before we arrived.
I rang the hotel a week before we were due to travel only to find they had no trace of our booking. When I rang lastminute.com on their customer service telephone number, I spoke to someone in their call centre who abruptly told me that our booking had been cancelled as the hotel was full and we would be refunded within 10 working days. I asked why they hadn't contacted us to let us know it was cancelled to be told that it was not their policy! So otherwise we would have driven 3 hours to the hotel, to be told on arrival there actually was no booking - OUTRAGEOUS!
I also asked to speak to his supervisor, and he refused! Awful customer service.
We shall wait and see whether the promised refund does actually arrive, but I will NEVER use lastminute.com again
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