i am very angry so i apologize now!!! i am very unhappy with lastminute. my booking number was 108865619. When i made the booking which cost £75i expected to have a hotel room. when my friend got to the hotel there was no bed at the hotel for them. i called lastminute at 2230ish on the 1/09/12. i was left disappointed that i was not offered alternative accommodation or a refund. i was told by denzil, a floor manger at the sales team, there was nothing that could be done until the 2/09/12, even though he knew there would by a woman and a 14 year old boy left with no accommodation. i would have paid for another room through lastminute but i did not have enough funds, after already paying £75, to pay for another room.
I had previously used lastminute in numerous occasions and had recommended it to others but after last night i am left shocked. How can a company treat customers this way? How can a policy be to allow children to sleep in a car because of your mistake? I paid my money in good faith to a company i believed had there customers interests at heart. how wrong was i!!!
I would expect a full refund, not holding my breath it will be quick? i would expect compensation for telephone calls, my time and to give something to my 2 friends who slept in there car last night? Also a change in your policy so this does not happen to other customers.
At this moment in time i will put this email on your website reviews and send to trading standards and watchdog.
i would highly recommend anyone who reads this thinks twice before booking with lastminute!! i will keep all updated with the outcome and look forward to customer relations response.
I spoke to Magtalena at customer relations on the 2/09/12 at 4 ish. she was very polite and listened to my rant. she said because it was a sunday i would have to wait until tomorrow for a refund or a response to my complaint, lastminute however will take money off you on a sunday, funny that!!! they was no record on her computor of my conversation with Denzil yesterday, funny that aswell!!
lets see what happens tomorrow, will keep you all updated.
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