lastminute.com cancelled but being charged the full cost

jsg123

Hi, 
We booked a holiday with lastminute.com last Thursday. (flights, transfers and hotel). It said free cancellation.
After reading the reviews for the hotel we decided to cancel. (As we were under the impression we could do this!) We have now been told that as I didn't pay the full cost of the holiday we have to pay the full amount.  I cancelled 16 hours after booking.
The customer service is terrible.  I can't find the email for complaints.
Any advice?  I did ask if we could reinstate the holiday as we will be paying for it but they said that isn't an option.

Westin

The internet, and this forum is awash with negative reviews about lastminute.com - yet people still book with them.

I suspect the ‘free cancellation’ was for the hotel, not the whole package. If not the case perhaps you can provide a link or give details of what you booked so others can view.

The time to review the hotel is before you book. 

If you subsequently cancelled then booking terms and conditions apply.  The flights and transfers I suspect non-refundable.

If you wanted to change/amend the hotel and you feel you had a free cancellation to do so, you really should have tried to contact them to do just that. Not cancel the whole package.

Contact with LM is reportedly difficult.  The post sales service teams are in Spain. As a business they have very limited post sales service. This one of the downsides of using these online overseas based businesses like lastminute.com.  Contact is via Manage My Booking and online web messaging.

The only suggestions would be to reread the booking conditions, see if by contacting them they might be able to amend just your hotel. I however suspect if you just cancelled online then the holiday may be lost.