lastminute.com hotel booking mishap

ahmeras

Hi

Hopefully someone sees this before I get in toch with lasninute..

I am currently in turkey as part of a package I bought through lastminute.com. Unfortunately when I landed and got to my hotel, they had no reservation under my name. Showed them emails and booking confirmation and they had not received anything. I called lastminute and they were no help. Customer service there is terrible. All they could do was tell me they sent an email to the appropriate team, I had no where to stay but the guy was concerned more about the fact that the call center closes at 8pm and nothing really could be done.

I have currently paid for 1 night in the hotel which cost roughly 75 euro - near half of what I had paid for a 6 night stay through lastminute.

Does anyone have a customer service email I can contact. It seems to be impossible to find on their website.

Calling them is currently costing me 1.80 a minute which is way to expensive given I spend 10 mins on hold.

Also, I should be in a position to claim the day and cost of calls?

Would I be able to claim any sort of compensation either? It's basically ruined my first night and will likely ruin my morning scrambling for a place to sleep.

koalakoala

They did this to us in Norway.
Arrived to find no room booked, and the hotel was full.
Stranded, and couldn’t get through to them.
Eventually got a refund and that was it, they couldn’t have cared less.
Never used them again

ahmeras

After some investigation with the hotel management it seems they booked a room with a different hotel with a similar name.

We are in Saint boutique hotel

Reservation in Santa boutique hotel. Apparently last minute has done this before with them.

All my email confirmation and booking in the my account section is for the Saint boutique hotel. All addresses and telephone numbers provided were for that too.

The hotels current day charge is 75 euro, for the 6 nights we are here that would total 450 - near enough was paid for 2 persons flights and hotel with the original booking.

koalakoala

marco.corradino@lastminute.com

ahmeras

koalakoala said:

marco.corradino@lastminute.com

Thank you very much

ahmeras

Also sent to customercare@lastminute.com for anyone who searches for this email in future

heatherw_01

Lastminute have really bad customer service in my experience and from what I heard

bagand96

As long as all your confirmation information is for the hotel you have arrived at.

You have made numerous attempts to contact lastminute, your phone logs prove this and you have emailed them.  I would pay what the hotel are asking, enjoy the holiday, and then fight with LM when you're back for the €450 it has cost you.

I'm not saying that will be easy, however if you're in the right you should get your money back one way or another on your return.

ahmeras

bagand96 said:

As long as all your confirmation information is for the hotel you have arrived at.

You have made numerous attempts to contact lastminute, your phone logs prove this and you have emailed them.  I would pay what the hotel are asking, enjoy the holiday, and then fight with LM when you're back for the €450 it has cost you.

I'm not saying that will be easy, however if you're in the right you should get your money back one way or another on your return.

This is what I have done. I also have asked the hotel to provide me an email confirming that I don't have a booking which they have done with all their official logoing etc

I intend to give lastminute a couple of chances to sort this out then will be going through small claims/get my bank to chargeback the original payment .

In total the hotel has cost me an additonal 390 pounds, slightly cheaper as the management felt bad and gave us a better room at a slightly discounted rate, and I've spent roughly £50 calling them from turkey to UK.

I'm more frustrated by their incredibly poor customer service. No sense of urgency, no sense of sympathy from staff.

Will not be using the site ever again!

Westin

Did you not move to the original hotel (Saint) after the first night stay in the Santa?

I would think LM would reimburse that first night. Not sure on the validity of the claim if you have decided to stay put for the full duration.

ahmeras

We did not stay in the Santa at all. All our stay has been in the Saint Boutique so far. I.e. the hotel we booked originally