Lastminute (still waiting) - Hilton Hotel

anotherday1974

I purchased a £250 Hilton Hotel stay using a gift voucher and the rest using a credit card. Hilton Hotels have definitely refunded the amount to Lastminute. I have received a voucher from Lastminute, but not for the bulk of the amount paid using the gift card of £150. They have only given a voucher for £100 paid using my credit card. I have had this dispute going on since October 2020. I keep sending emails and no success. Lastminute are not accepting phone calls! 

What can I do?

I simply want a refund or voucher for the total cost of the hotel booking. The gift card people won't reclaim the amount. 

I have been offered a Lastminute voucher for £100 when the total cost was £250! I need the £150 gift card money refunded! 

Help! 

Upsidedownandaround

Are you entiled to a refund? Was the hotel closed?

anotherday1974

Upsidedownandaround said:

Are you entiled to a refund? Was the hotel closed?

Yes, Hilton Hotels offered refunds due to Covid-19. I have in writing that Hilton have refunded the cost to Lastminute. I don't know if the hotel was closed in India. My flights were cancelled and naturally I was not allowed to fly anyway.

Lastminute have issued a voucher, but for £100 and not £250. They have ignored the £150 gift card. 

Upsidedownandaround

anotherday1974 said:

Upsidedownandaround said:

Are you entiled to a refund? Was the hotel closed?

Yes, Hilton Hotels offered refunds due to Covid-19. I have in writing that Hilton have refunded the cost to Lastminute. I don't know if the hotel was closed in India. My flights were cancelled and naturally I was not allowed to fly anyway.

Lastminute have issued a voucher, but for £100 and not £250. They have ignored the £150 gift card. 

I can't see any other option than continuing to contact LastMinute. Even though Hilton has provided a refund had you paid all cash you would still be subject to Last Minutes terms and conditions e.g they may charge admin fees so you still may not be entitled to a full refund.

It's further complicated by the terms and conditions of their voucher. But without them getting back to you it's impossible to know what there position is or whether they are just ignoring you.

anotherday1974

Miles Brignell, The Guardian newspaper Consumer Champion has recommended any customers with unresolved reclaim issues with Lastminute should make a legal claim through the small claims court. It is in  today's paper (20 February 2021).

I've done this and I found the form to be very straightforward via direct.gov.uk. I  had to pay £25 to submit, but hopefully this will be reimbursed via my claim. 

Upsidedownandaround

anotherday1974 said:

Miles Brignell, The Guardian newspaper Consumer Champion has recommended any customers with unresolved reclaim issues with Lastminute should make a legal claim through the small claims court. It is in  today's paper (20 February 2021).

I've done this and I found the form to be very straightforward via direct.gov.uk. I  had to pay £25 to submit, but hopefully this will be reimbursed via my claim. 

Good luck.

They may however respond that the service you paid for was available to you.

Westin

anotherday1974 said:

Miles Brignell, The Guardian newspaper Consumer Champion has recommended any customers with unresolved reclaim issues with Lastminute should make a legal claim through the small claims court. It is in  today's paper (20 February 2021).

I've done this and I found the form to be very straightforward via direct.gov.uk. I  had to pay £25 to submit, but hopefully this will be reimbursed via my claim. 

Don’t suppose he mentioned the back log with in the small claims system at the moment? 49 weeks?

anotherday1974

Westin said:

anotherday1974 said:

Miles Brignell, The Guardian newspaper Consumer Champion has recommended any customers with unresolved reclaim issues with Lastminute should make a legal claim through the small claims court. It is in  today's paper (20 February 2021).

I've done this and I found the form to be very straightforward via direct.gov.uk. I  had to pay £25 to submit, but hopefully this will be reimbursed via my claim. 

Don’t suppose he mentioned the back log with in the small claims system at the moment? 49 weeks?

Shocking delays. Hopefully Lastminute simply respond to my request for the full refund rather than challenge it.  Hilton has not charged Lastminute for my booking and I have this in writing. 

I guess the 49 week courts delays are only for the cases where the defendent challenges the claim and they want it reviewed by the courts?

Nebulous2

anotherday1974 said:

Miles Brignell, The Guardian newspaper Consumer Champion has recommended any customers with unresolved reclaim issues with Lastminute should make a legal claim through the small claims court. It is in  today's paper (20 February 2021).

I've done this and I found the form to be very straightforward via direct.gov.uk. I  had to pay £25 to submit, but hopefully this will be reimbursed via my claim. 

What address did you use for lastminute.com? 

Their given address is in Switzerland and I understand that small claims only works within the UK. 

Butts

Nebulous2 said:

anotherday1974 said:

Miles Brignell, The Guardian newspaper Consumer Champion has recommended any customers with unresolved reclaim issues with Lastminute should make a legal claim through the small claims court. It is in  today's paper (20 February 2021).

I've done this and I found the form to be very straightforward via direct.gov.uk. I  had to pay £25 to submit, but hopefully this will be reimbursed via my claim. 

What address did you use for lastminute.com? 

Their given address is in Switzerland and I understand that small claims only works within the UK. 

If the CMA can threaten to take them to Court I don't see why it should be different for an individual to be able pursue them via the Small Claims Court in the UK

anotherday1974

Nebulous2 said:

anotherday1974 said:

Miles Brignell, The Guardian newspaper Consumer Champion has recommended any customers with unresolved reclaim issues with Lastminute should make a legal claim through the small claims court. It is in  today's paper (20 February 2021).

I've done this and I found the form to be very straightforward via direct.gov.uk. I  had to pay £25 to submit, but hopefully this will be reimbursed via my claim. 

What address did you use for lastminute.com? 

Their given address is in Switzerland and I understand that small claims only works within the UK. 

My small claim has been successfully and LM have finally reimbursed me. They haven't paid my £25 court fee and I think I will just take that on the chin.

LM have a UK address and it is:

77 Hatton Garden, Holborn, London, EC1N 8JS.

It is annoying they haven't offered to pay my £25 court fee, but I have been finally reimbursed and that is the main thing!