Top secret; top rubbish

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Mattb112's review of Lastminute


“Top secret; top rubbish”

Written on: 01/04/2013 by Mattb112 (1 review written)

Last Minute Review

My partner and I decided that we would go on a city week break to Madrid, staying in centre and having a look at the cities many attractions. We have not had a chance to go away for about 2-3 years together so were looking forward to it.

We looked on the Last Minute site and put in the search parameters city centre, Madrid.

There were no hotels on their site that jumped out as that good so we on hindsight foolishly, and not to be repeated mistake) chose a Top Secret hotel, we were assured it would be centre and a very good hotel, we always stay in a very minimum of four stars.

Imagine our disappointment and utter shock when we found out that our hotel is not in the centre at all and is more a business hotel than tourist based one. That was dis-heartening enough but to then go to Trip Advisor and discover that it was:

In need of decoration
Staff barely speaks English
30 minutes from centre

The above list is but a few of the negative comments posted. This would make me query as to why Last Minute would place tourist clients in such a hotel, surely in the name of Customer service it is not good, does not promote repeat custom.

Thus I spoke to customer services told them that the hotel isn’t what they advertise it to be, has a lot of bad reviews which is very upsetting given I'm meant to enjoy my holiday. In addition, it isn’t in the town centre it is some 30 minutes away by train, but they Customer Services were not at all helpful, in fact one was very abrupt, I even spoke to a manager who just kept repeating, as if reading from a script, " when you have agreed and paid for a secret hotel deal its in the small print no refund or transfer to another hotel is possible, if you cancel then you have lost all your money".

That said I believe Last Minute have falsely advertised this deal and feel as well as totally cheated of my money, also quite angry. The current climate means that there are a lot of competitors to Last Minute and this is hardly the way to guarantee customer loyalty, the opposite in fact.

I am therefore emailed them and their so called VIP section called me. They insisted that they had spoken to the hotel and are convinced we would have a good time. Basically they just did not want to listen and tried to fob me off. So we went to the hotel as planned, and it was all we had dreaded (see review Melia Galgos). So in fact Last Minute customer Service was non existent and I can guarantee we will never be using then again, we have never had any such issues from Expedia so will definitely be sticking with them in the future.

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