Reply from Lastminute
[REPLY]
- Reviews (192)
-
- Henrietta Hitchcock
- London, GB
- 1 Review
The most incompetent people I have ever come across
Whilst trying to book flights on this website, the times and prices constantly changed. We then rang up and the prices were actually £50 more. After this, they would not let us book as they had messed something else up in October (booked a hotel room, then cancelled it, then charged us twice) which was blocking my account. I called to sort this out, (this was the fifth phone call by now). I told the woman I spoke to about 10 times that I couldn't book but she continued to ask me for my booking reference, I then asked to be put through to a manager, was put through to customer services who I couldn't hear properly, then they put me on hold straight away. I stayed on hold for 10 minutes then hung up. Ridiculous. Never using them again.
-
- Jamie Macdonald
- Kent, GB
- 2 Reviews
Works well if you know exactly what you want.
Got tickets to see Once the musical (which I recommend as the most romantic lovely show I ever seen, take your partner, really!). I booked top price Stalls and we certainly got what we wanted, 5 rows from the stage for less than the advertised box office price. No glitches, so very pleased there.
However I made the mistake of also trying a Top secret hotel deal. Whilst I can't fault the excellent price they got me for a well located 5* hotel, it absolutely did not suit what I wanted and was a total nightmare to cancel. Took 7 phone calls and I ended up doing a conference call with the hotel and lastminute.com to get a full refund. Maybe I was naive but unless you are prepared to have to accept any kind of hotel you are seriously risking getting something that whilst impressive may be totally inappropriate for what you want. I don't plan to use the Top secret hotel again. To be honest you can get these same deals direct from the hotel if you do a little research using other review sites, so I think this idea has probably lost its value now.
What I will say is that the helpdesk staff in India (at least I presume in India?) were diligent and always polite. I had to press very hard all the way and after a lot of complaining and messing about with “finding the phone call tapes” etc., they did eventually call me on my mobile to confirm refund. But it took 10 days to achieve when it should have taken 2 and almost ruined my plans for really special wedding anniversary treat.
-
- Andy Hibbs
- Paradise City, GB
- 1 Review
this company is the worst company in history
my wife and i tried to book a weekend break to rome with last minute.com. when paying for the holiday the website told us that our booking could not be processed and to call in to speak to an advisor. the advisor told me that the holiday was now sold out so our booking was not processed. we booked through another company in the end only to find that last minute.com had taken a payment of £688 for the 'sold out' holiday. after lots of pointless arguing with the awful customer service team 'rude and unhelpful' i have been given a refund of £430 Over £250 Short! im still fighting to get this money back off this disgusting company!
-
- Gergana Georgieva
- London, GB
- 1 Review
Lastminute.com never ever again
I decided to spoil myself and my partner with 2 day holiday in Oxfordshire. I couldn't like any hotel that will suit as price and rank. So I decided to go with the Top Secret hotel which they advertise as:
Check out our Top Secret hotels. These rates are so low our hotel partners don't want to put their names to them... !?!?
You can not see the name of the hotel or where it is till you pay and agree to the ridicules no refund cancellation policy. After I saw the hotel I did my research. Something rang bells!!!
Fine the hotel looked nice but I found out that the same room with breakfast for the same room with 24h cancellation policy and not only that but £ 25 pounds cheaper price. And Lastminute have the guts to claim that they offer prices so low that the hotel don't want to be named .
They promise a price match if you find the hotel cheaper. I wrote them 3 email. Responded to one claiming that they can't see the print screens of the websites that I had to put in my email. Not only that but they reminded me that the screen shots needs to be taken at not later than 24h of the making of the booking.
I got my respond 4 days later. First email was from a very rude and without any manner or are of customer service Rimi Bhattacharya. She not only said that the screenshot that I send them wasn't from the website she wanted to see. I did not bloody get it. They can just go to the websites and check it.
After all I think I was so angry that somehow they forwarded my email to the VIP team. The lovely Sue Fossett reached the hotel and inquired about the price ... They reduced the price and upgraded our room. Sue was extremely kind and helpful. For with I am very happy but they need to sort out their Indian team.
- Mr matt Builth
- 2 Reviews
Dont tru a top secret deal
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 lastminute.com 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.
-
- Daniel Irving
- Lynmouth, GB
- 1 Review
Baffled by their logic..
I was in Reunion Island near Madagascar, and needed to buy my return ticket to England. I had told my bank I would be there and I gave lastminute all the correct info for the ticket which was £580.. They took the money from my account and then did a safety check to see if it was ok for them to accept the payment. For reasons unbeknown and unexplained to me, the payment was not ok for them to accept, and I receive an email stating that it could take up to 10 days for the money to be refunded.. I am baffled as to what the logic is in taking the money first and only then after doing the necessary safety checks?!? This meant I was stuck 6000 miles away from home for, possibly, a further 10 days before I could try to buy another ticket and with very little money to get by on.. Having emailed them and asked for an explanation and any help they could offer, I received no reply. So if I were you I wouldn't feel you could rely on them.
-
- Jane Goodman
- Paris, GB
- 1 Review
The worst travel service ever experienced with lastminute.com
I am an experienced & extensive traveller. I have just had one of the worst experiences ever with lastminute.com. My husband, daughter & I booked through them to go to Singapore on Qatar Airways. My husband made a mistake in my name, booking in my maiden name under which I work..
We wanted to make the change before we got to the airport, 3 weeks later. We were told by Lastminute.com that we would be fine as long as we had official documents showing both names. On checking with Qatar airways they informed us that I would not be allowed on board as the name on my passport was not the same as the ticket, even if we had other documentation with both names. We asked Lastminute.com to advise us how we could get the ticket revised even if we had to pay some additional costs.
Having given us the wrong information, they made no effort to help sort the problem. Not only did we have to buy another ticket and then we had to spend 5 days calling them 10 times a day to be told by very rude staff that we would get a mail within the hour. This kept happening for 4 days and then we were told that the ticket had been mysteriously cancelled. After 5 days, 50 phone calls, huge stress and unnecessary worry, we retrieved our ticket that we had to pay for twice. Of course they have resold the first one. If that isn't blatant dishonesty and lack of customer care, I don't know what is. Consumers beware, Lastminute.com does not have your interests in mind at all!
!
-
- David Waumsley
- Goa, US
- 2 Reviews
Top price Theatre Ticket offers - Don't do it
They promised "Top Price "Theatre Tickets (Billy Elliot) with a saving of £39 per ticket. We did not get Top price tickets - just one of the same value spent.
I was suspicious when unlike similar company offering a similar prices on the show they did not give the seat numbers.
I complained to their customer support who said I had to write to the customer relations people. They have not responded to various emails. They still send their spammy emails of course!
-
- Emma O'Reilly
- Chester, GB
- 1 Review
Awful, stay away from booking with this company DO NOT USE
I booked a spa overnight stay at Carden Park for May 2013. Paid £519 for 4 of us to go, only to receive a call from Shirley at Lastminute stating that the deal did not exist and that I needed to change the date for spa package. No mention of a refund initially. I called following day and asked for a refund. 10 days later, still no refund. I had even called Lastminute.com 3 mins before the online booking and confirmed that there were 6 rooms available at the venue. Yet, in those 3 mins, all 6 rooms had sold out (08:30am!!!)
I spoke to Hayley, Sharday and another rude woman. all said I needed to wait 10 days for it to be processed. Then I discover that they had not bothered to put refund through as they couldn't refund back onto America Express. No phone call in 10 days to say this. I then get told by Hayley it would be paid in my bank as soon as finance guy (Kumar) comes in to the office, at 4.30pm, still no refund.
I call and they tell me that it is processed and will take 72 hours, even though I have waited long enough already. I get a call from Hayley five mins later, she took down my card details incorrectly and refund never been done even thoughh girl 5 mins earlier said it had already gone though, eventually after 12 days, I get my refund of £518 back after 5 phone calls, shocking customer service from girls who couldn't care less about helping me, one kept putting me on hold so she didn't have to listen to me!!!
Basically the spa deal never existed, Carden Park declined it because they had no rooms, so why take my money when deal doesn't exist. Dodgy company, WOULD NEVER USE AGAIN. Everything about this experience points to bad practice and working under-hand and certainly false deals/advertisements.
-
- Lisa Butler
- Gretton, GB
- 2 Reviews
Top Secret hotel deal a misleading con and very rude customer support staff
I made a booking for a Top Secret hotel room for 2 nights in March at Heathrow, London
At the time of booking I decided to book a hotel room through the 'Top Secret hotels' deal as according to the description on the website I would get something so cheap other guests would be 'jealous' and I was 'guaranteed' it would be cheaper than booking the same hotel the usual way
"Top Secret hotels
What's the big secret?
Shhh, we've managed to get you exclusive hotel deals from our leading chain and independent hotel partners. The other guests in the hotel would be jealous if they knew how cheap your room was, so the hotel wants to keep it a secret.
What discount am I getting?
These hotel rooms are guaranteed to be cheaper than booking the same hotel the usual way on lastminute.com, or through anyone else."
HOWEVER on receiving confirmation of booking I was very upset to see that I had been allocated a classic double room at the Sharaton Skyline Hotel for two nights priced at £136 yet I could have booked the 'same hotel in the usual way on last minute.com' for £128 for the same classic double room I also note that I could have booked a room directly with the hotel for £128
I called the customer help line and spoke to an operator and also to a manager, however they both seemed unable to accept my complaint that I had been mis sold and mislead and that the booking directly contravened their own description of what a Top Secret Hotel deal entailed. I was told that the booking was non refundable and they could do nothing about it. I was kept on hold several times and received two call backs but nothing was resolved and no refund or compensation was made. I was told that they were unable to speak to someone at the Sheraton skyline and this was the reason for not giving me a refund.
At the very least I would have expected to call the customer service line and be offered some amount of refund on the booking price or a goodwill gesture such as free breakfast, or as a final measure to be offered a full refund. Instead I was dealt with in an abrupt, unhelpful and frankly rude fashion by the staff and was offered no resolve to the complaint, instead being told more or less 'that's the deal' and there's nothing we are going to do to change it. The only thing they could come up with by way of explanation was that I wasn't getting a non smoking room so it was different. If this is the case then I am appalled that I should be paying £8 extra for a double room that people have smoked in when I am a non-smoker.
I have now emailed a complaint in to them , but was told it could take 28 days for a response, not much help when I travel in 12 days!
- Jan Hansen
- 1 Review
"Top Secret hotel" by Last Minute.com is false marketing, scam and fraud - don't EVER use it!
I was stupid enough to be tempted to book a "Top secret deal " through lastminutes.com, and there all my problems started....
What is Top Secret all about, as defined by the company:?
“Just between us, these are exclusive deals for travellers in the know. Hotels don't want empty rooms, so offer our customers big discounts to help fill them. The deals are so good the hotels don’t want to advertise them so we have to keep it a secret. We can tell you the name of the hotel as soon as you've booked so you can see just how good a deal it was.” "These hotel rooms are guaranteed to be cheaper than booking the same hotel the usual way on lastminute.com, or through anyone else."...
They refuse to give the identity of the hotel until payment is received, guaranteeing that it will be cheaper and a better deal, than you can get through any other source.
When the hotel was finally revealed to me.... I found out, that the price I paid through Lastminutes.com, was exactly the same as ALL other WEB page providers (www.hotwire.com, Trivago.com, booking.com, agoda.com etc etc), the only difference using lastminute.com was that I could not see what I was actually booking. The other sites in comparison were completely visible offering exactly the same hotel, at EXACTLY the same price. I have therefore gained no benefit from using "Top Secret Hotel" only suffering the detrimental effect of being unable to see what I was booking. Clearly the expected secret deal turned out not to be quite that secret after all!
– I fell VERY VERY cheated by the company – since they are trying to sell me a deal – which is “so hot and so secret that I cannot tell it to any one”….. and this is clearly not the case.
On their web page there is a beautiful blond lady - and a fine Surrey address - but the truth is - when you call the company, you are reaching a call centre in India - where they don't give a toss about your problem - and they have promised me to return my call every day over the last 8 days, but nothing happens. I have sent countless emails and I have still received no comment from the company. They have verbally stated they will talk to the hotel about a refund, but I have still not got my money back and clearly the truth is they are doing nothing, hoping I will go away!
The response I have got from the company, or rather the lack of it, leaves me in a position where I can most certainly not recommend Lastminute.com, and what's more, I urge everyone to avoid using "Top Secret Hotel" ......at any cost!
-
- Julie Watson
- 1 Review
Do not use Lastminute.com
I had problems booking a hotel online .ended up with 2 hotel bookings for the same dates. phoned Lastminute to explain .they were no help at all.This company Takes your MONEY but if anything goes wrong they're not interested.
-
- Robert Garbett
- Shrewsbury, US
- 2 Reviews
A rip off
Found the same hotel room for £10 cheaper - sent them all the info they wanted to receive a refund of the difference and just receive automated emails and rubbish - clearly a false offer - avoid
- David Playfoot
- Leicester, GB
- 1 Review
promise you something on the phone then lie
We went to book a light to Reykjavik and they had a good deal of £150 for flight we went to book this straight away and there website went down we took screenshots of the price and the technical difficulties notice. The next day (there lines were shut) i rang the customer services the flights had gone up £100 PP!!!!. So i said it was an issue with you website. Kumar the manager said no issues send the screenshots over and we will refund the difference if you book the flight with us now, so i did and sent the email explaining everything to the customer services referred them to the time of the call the Kumar etc (he said the call will be monitored), i got a very sarcastic response saying they cannot refund difference otherwise they would be out of pocket !!!! So i now have a flight i cannot cancel and was more expensive than other websites. The worst company i have ever known!!!!
- IMOGEN
- 1 Review
chaotic and unnerving
Beware if you want to change any part of your travel arrangements - it seems as if they do not know what they are doing and charges get added and added and added with every connection. Don't bother using the support email as you will get no answer soon enough for it to matter. As for the support phone line, it is such a mess I don't know where to start. It is not the fault of the people manning the phones and I got the impression that they would personally be penalised for any such extra charges should they be dropped. This is not the way to run a business. All I wanted was an honest transaction with all correspondence labelled as from lastminute.com so that I knew whether to trust those who were adding these extra charges. It seemed dodgy, and though I now know it wasn't, I feel terrible thinking that some poor guy in India or wherever the call centre is, is going to starve because £25 to me is difficult to find on top of everything else, but for him it could seem a fortune. I also worry that my anxiety might have lost him his job, which is the last thing I want. Altogether it has been one of the most stressful flight bookings I have ever made and I will not repeat the experience or recommend you to anyone. Look after your own staff and they will look after the customer.
- Anne Elcombe
- 1 Review
Love lasminute.com always comes up with solution. Love it love it love it! Thank u for being there for us all.
What more can I say recommend it to everyone I know. Helpful people lovely attitude nothing but praise from me. I travel at last minute and you all help make my life easier to get there anywhere in the world.
- Jay London
- 1 Review
All went swimmingly till I got to the Box Office...
The Box Office had no record of my booking. They searched through all the correspondence from Last Minute but could find nothing. Luckily they let me in but it could have been nasty.
- Samantha
- 1 Review
Terrible 1st night last minute didn't email our hotel so when we arrived at 9pm they had no record of our booking
Terrible 1st night last minute didn't email our hotel so when we arrived at 9pm they had no record of our booking !
- Graham
- 1 Review
A wide range of products and very easy to use.
Like the filters which speed up the search and selection process
- Elizabeth
- 1 Review
Good value for $$$ available!
I just booked 2 separate nights in London and managed to stay in 2 different, lovely and posh hotels I could NOT have afforded if I had not used lastminute.com. I found their website a little difficult, it could be more specific when using exclusion functions, but in the end, I got hotels in awesome locations for great prices!!
- Penny
- 1 Review
A good way to get a British Airways flight at the same price as Easy Jet!
Buying this flight on Last Minute allowed us to a flight into Heathrow at the same price as Easy Jet into Gatwick.
My only. Complaint is that the booking system kept adding travel insurance when I continually ticked that I did not want it!
- Angela
- 1 Review
Most comfortable nights sleep in a hotel - ever!
Loved this place. The people are friendly and helpful. The room was lovely.The bed was superb and the breakfast was perfect. Will definitely go again. Try out Beowolf Books for a beer or a glass of wine whilst you browse the bookshop - yes, really - and Samphire for fab seafood, melt in the mouth fillet steak and great wine at a reasonable price.
- Chua MS
- 1 Review
Lastminute saved me from a bad hotel
When I was in Hong Kong the first day, another website booked me into an expensive and cramped hotel in the narrow streets of the city. Had Lastminute.com not appeared when I was searching for alternatives on Day 2, I would have gone insane in another hotel that is not suitable. For somewhat the same rate albeit slightly outside the city centre Lastminute found me a great 4-star hotel with all the space and bright ambience as its first choice in the search results.
I gotta thank Lastminute.com for restoring my sanity that very day.
- Tony_Bristol
- 1 Review
First class hotel and staff
Apart from being a modern 5* hotel, which is very eco-friendly, the location is very central (Tower Bridge) for getting about. The staff take their time to make sure you're well looked after and the food is outstanding for a hotel.
- Varin
- 1 Review
Only the choice is last minute.com
Easy to book and worth every pounds you spent Amazing deal!!!!!!!
- Stuart
- 1 Review
Last minute - but not last in quality
We were looking for a hotel in Newcastle for the following day. We did not expect to get a great deal for the price I was willing to pay - HOWEVER - we found the Vermont - right in the centre. Well appointed and an excellent price.
- Geta
- 1 Review
smooth experience.
no problems, only no info about seat allocation, and that wasnt clear.
- Shelagh
- 1 Review
Efficient and good value!
I was booking a hotel for an overnight stay. I rang customer services to find out about parking at the hotel. The enquiry was made direct to the hotel on my behalf whilst I was on the phone, so I was confident that the information was up to date and valid. The cost was half that of the hotel's published price at the reception desk so I know we had a great deal.
I have another overnight due in March and will definitely use this site again.
- Paul
- 1 Review
Great late booking go Richard III
Being rubbish at organising meant I had not booked anything beyond Christmas. No problem. Thanks Last Minute for sorting out an early January birthday.
- gary
- 1 Review
excellent service and easy booking
excellent price and easy booking, will use again
- ANDREW
- 1 Review
Great prices, easy to book! THANK YOU
I received an awesome price and very easy to book
- terri
- 1 Review
not happy
I booked tickets for upper circle but not what we got we where put in dress circle on end was not happy not very good view at all
- Kate
- 1 Review
Tickets would have been cheaper if I had just bought then at the venue. Last Minute mislead me into think long hey would be more expensive
Tickets would have been cheaper if I had just bought then at the venue. Last Minute mislead me into thinking they would be more expensive. On top of the ticket price I paid a £5 booking fee. I feel like I've been mugged!!
- JOHN
- 1 Review
FIRST PORT OF CALL
I always use Lastminute.com. It is very rare that I cannot find what I need there. In fact, I cannot remember having to go elsewhere.
- nicole
- 1 Review
- Chelsie
- 1 Review
QUICK AND EASY! Honest and straight to the point website! Recommend to all!
Really easy and simple to navigate around this website! For a first time user of this website and also first timer for booking a hotel online, it was a pleasure to use. The site is really well set out and the details are straight to the point but very descriptive. Would recommend to all.
-
- Jo Valo Barrett-smith
- Canterbury, US
- 4 Reviews
Awesome! Easy, quick, reliable
Booked a secret hotel near Heathrow and found out it was a gorgeous 4* hotel in Chiswick at less than half price! £50 for a luxury double room that's £25 per person per night and the place was STUNNING! Booked an additional night, my partner and I loved it so much. Booking was quick and easy, almost instantly got confirmation and check in went very smoothly. No problems when we wanted an additional night, booked again through last minute. Amazing site, would use again and will deffo recommend.
- Patrick
- 1 Review
- M D Casiero
- 1 Review
Just the Ticket!
I had a few hours notice that I could return from Moscow to the UK for a break and found a ticket to bring me home. Fast, efficient service and it was just great to be back with the family!
- Sol Rikweda
- 1 Review
Paying for top seats is not what we got with lastminute.
Poor seating considering we paid top price, wont be using this web page again, you always seem to have the worst seats, plans and theatre.
