LastMinute.com

Booking references: [protected] & [protected]

Good Afternoon,

It upsets and concerns me that I am having to write to you in complete disgust and dismay over our recent visit to Hellidon lakes golf & spa resort.

I feel like this is not only the greatest disappointment but also a serious health and safety threat, the whole of our experience is indeed a story to tell and not one that I am taking lightly.

I have included in this email, the reference numbers or both mine and my friends booking with yourself, the full account of the day in question and pictures to prove my points raised.

I must start off by saying that this has caused myself and my friends a great deal of upset as this was supposed to be a treat for my friend after a very recent car accident. We were looking for a spa deal for us girls to get together and relax, we found this on your site, recommended was Hellidon lakes, how can you recommend such a shocking service, I will never know. This is when it struck me that you may not be aware and I felt it necessary to let you know.

The day went from bad to worse, to diabolical in my opinion, when we arrived at the hotel, the construction was far from little and did in fact very much impact our visit, the area was downtrodden with the dust, industrial material and ripped up carpets which were a major hazard, a gentlemen advised me where the spa reception was so we traipsed up and down several sets of stairs with no guidance, when we finally arrived at the spa we were met with a rather rude spa receptionist that explained a beauty therapist had not shown up for work and that they only had one therapist on for the whole of the day… on a Saturday I find this utterly unacceptable, so although our package contained a 50 minute treatment each, we were reduced to have a 25 minute treatment each instead, our treatments were originally scheduled in for 1pm (for 2 people) and 2pm (for 2 people) so that we were having treatments together. These were changed to one treatment at a time at 2pn, 2:30pm, 3pm, 3:30pm meaning a lot of waiting around for some of us. Despite the annoyance I was prepared not to let that ruin our day, we scheduled in our lunch time/orders and went to get changed.

The day just got worse. In the ladies changing area, they had a fan with a wire traipsed along the walkway, where my friend tripped, almost falling over, if I had not have caught her. The whole changing area was in dire need of care and attention, locker doors were missing, rubbish had been left everywhere, tampons left on the floor of the bathroom and the shower heads & pipes moldy and not attached to the wall where you couldn't take a shower comfortably. We chose desperately to overlook this and continue on with our day, headed on down to the pool and this was where we encountered all of the horrible artefacts that I have photographic evidence of.

The air was thick and stagnant, the surfaces dripping and moldy, the drains were rusted, black mold was all over the doors and door frames, the ceiling was dripping with rusty drippings right over the loungers and into the pool, parts of the ceiling had fallen down and the floor was incredibly slippery, I personally felt very uncomfortable and uneasy, therefore we decided that sitting in the jacuzzi was the safest bet. As we got in and slid along a tile came loose scratching me. I was absolutely shocked and felt very unsafe, my friends and I had a look and it was apparent that the whole jacuzzi was falling apart, we counted 26 considerably sized holes, a few of which had loose tiling just moments away from braking off and scratching someone like it had me, this is a major hazard and could have caused me serious harm, I am lucky that it was not more severe, however this is completely unacceptable and certainly not what you expect when visiting a golf and Spa resort.

Unfortunately this is not where the horror of my experience ends as I ordered the camembert for lunch, considering that he agreed on lunch specifications at 10am and we gave the our lunch time of 12:30 I would have expected no issues, however I was wrong. When we arrived we were sat at a table and left for quite some time with no one around, when the waitress finally came back she brought our food over with her and I started to cut my camabert open, it was uncooked, lumpy and resembled cottage cheese. I brought this to her attention and she said that she would get another for me. My friend, at the same time noticed hair in her butter, this happened twice, to the point that the waitress finally gave up and gave her packet butter. When my second camembert arrived, the chef brought this up, he knew that the food was for out table as we were the only table in the entire restaurant, however he didn't bring the food to me, instead he placed it down on the table behind us and shouted over to the waitress to came and give it to me, so no apology, no thank you just utter rudeness. I knew straight away that it was not cooked as it had not been long enough, i cut in to this again and was correct, this was not cooked. At this point it was nearly half past one, my friends had all finished eating what they could of their Lunches and I had quite given up on the chef getting it right so I told them not to bother and had chips instead. To say that my price included a lunch option, of which I got a bowl of chips is absolutely unbelievable and not exactly what I would call great value for money. There was no apology or empathy regarding the issue with my food or the hairy butter, it was all very much bridged under the carpet by a very yound and unexperienced girl.

Overall our experience was diabolical, I think that you have to agree, if you do not then I will be making the appropriate bodies aware of the immanent health and safety concerns that I have, I will not let this be swept under the carpet and definitely expect at the very least a full refund for the monies paid out plus appropriate compensation. I travelled over an hour there and an hour back costing me a considerable amount of fuel, I was injured on the premises and I am now incredibly ill with a very sore and inflamed throat due to the conditions that I was subjected to.

I would appreciate a speedy response to my complaint please.

I have made a reservation on website lastminute.com with Booking ID: [protected], on the 28th of December of 2018. After half an hour I received a call from the agent to acknowledge the booking, which I immediatly attempted to cancel due to mistake in booking. Agent explained he could refund the full amount of plane but not the hotel (which was the mistake made). I requested to speak to someone higher and they refused me with that chance, and offered little to no help becoming increasingly rude towards me offering me nothing but a No as a solution.
I then called again with another agent who promised that a supervisor would call me to rectify the issue, received no call.
Third person I have spoken with assured me that full refund would not be possible, but they "might" be able to refund something, but I should understand lastminute.com is a sustainable business so it would most likely not happen. They then promised 10 days for a reply on the cancellation, that was on the 12th. We are now on the 23rd of January 2019 and the response was a template refusing any kind of refund. I understand I have agreed to some "devil is on the details" terms and conditions, but I have noticed that mistake exactly on the same day. I feel robbed, I do feel ignorant for not knowing better and will take this as a lesson learnt, but Lastminute.com is definitely not something I will ever recommend as a costumer.

booking reference [protected], date 06/11/2018
My name is shamiso Kasvuura. i bought a flight ticket for my husband online, the totally balance at the check out was £308 but when the transaction showed on my account it was £349.
I rung lastminute to get this sorted but the person i spoke to said there is nothing he can do because the person has already travelled. He said on the confirmation ticket it showed the amount but i didn't have the confirmation email because i had used my husband's email so that he had the proof of purchase to show if needed because he was travelling from Johannesburg to London. My husband was not aware of the amount i had purchased the ticket otherwise he would have alerted me it was different on the confirmation email.
I have been using last minute for a while now and would like to continue using it. all i would like from them is a refund of the £41.

I hope they will resolve this issue.

I had booked the flight with last minute.com through skyscanner. I definitely confirm the date on 3rd feb 2019. When I finished the booking, tge screen shows 2nd feb to 3rd feb 2019, I was confused. When I had received confirmation email. I knew it is wrong. So I phoned the customer service and talk to the supervisor renuka, she aggressively gave me an attitude. And told me that all the online behavior was being monitored and recorded. Therefore I asked her to provide the evidence to prove that I am wrong. She was afraid and told me it has technical issue. I am so angry. So soooooooo angry about the website.

Booking reference [protected]
I booked a Holiday 08/01//2018 to Santa Susanna in Spain. Staying at the HTop Royal Sun Hotel for 7 nights from 27/10/2018 - 03/11/2018.

On arrival on the 27th the receptionist at the Hotel explained that the Hotel would be closed on the 31/10/2018 for winter and they said we had been transferred to HTop Calella Palace and that we should have been informed by Lastminute.com. I checked all my emails on my phone and I said to the receptionist I hadn't received anything. She booked us a taxi to take us to Calella Palace in Calella and that they would pay for that.

01/11/2018 I checked at the reception desk to see about our transfer back to Barcelona airport our names were not on the list for pick up. 09:32 I rang the from2 travel agency to find out why we were not on the list they said we were at HTop Royal Sun in Santa Susanna I replied saying that Hotel is closed and we had been transferred to Calella Palace. They said I need to get in touch with Lastminute to amend the pick up and they couldn't help.
10:08 I rang Lastminute eventually managed to speak with someone and that I had to contact the taxi company that took us to Calella Palace.
I rang a Taxi company that was given to me they said I need to contact lastminute who I booked with. I couldn't get a answer to what I needed. 10:14 I rang from2 again they said they cannot change the booking until they get authorization from my booking company and for me to ring them back again after 6 pm. 18:31 I rang Lastminute they said I need to speak with the taxi company. 18:34 I rang from2 they said I need to get in touch with Lastminute they can't change the booking. 18:40 I rang Lastminute again and still not helping with the transfer. 1 Hour phone calls and very stressful trying to sort out.

02/11/2018 I checked with reception still our names were not on the list. 09:19 I rang from2 they said I need to ring Lastminute they can't amend the booking. the receptionist said to check again in the afternoon it will be updated.
That afternoon I checked the Transfers we still were not on the list I rang Lastminute at 18:03 They eventually said it had been updated the receptionist checked and the pick up list was updated with our names on.

I can not believe that I could have made a booking with a Hotel that was going to be closed during our Holiday. This is obviously a mix up between HTop Hotels and Lastminute. The booking that I had was not amended and that we were still staying at HTop Royal Sun in Santa Susanna for the duration of our stay in Spain even though this Hotel was closed.

The Hotel that we did stay in was an adequate alternative to the one that we chose but this is no excuse for the mix up that occurred.

As for compensation I would consider having a free weekend break for two in the UK. This spoilt the remainder of our Holiday which should have been relaxing not stressful.
Yours sincerely
Mr H. Chester

Booked and paid for holiday 30th October to 4th November but on arrival hotel is undergoing a refurbishment and spa and indoor pool is closed . No information was given on this at all . Booked hotel to use these facilities I feel we should have been told and could of changed hotel booking .
Please compensate in some way for the inconvenience this has caused .
Denise Pope
Pope.[protected]@sky.com

Booking ID: [protected]

Dear sir or madam

WITHOUT PREJUDICE

I am aware of your 'terms and conditions', which in my opinion breach the Unfair Contract Terms Act 1977, now incorporated within the updated Consumer Rights Act 2015. Whilst your company is based in Switzerland, for the basis of the 'contract' between myself and lastminute.com (and FullFlex Insurance, a company wholly owned by lastminute.com), I will be pursuing this matter through the UK courts.

Your service, in my legal opinion, was not fit for purpose, as you were given enough time to change the booking but failed to respond in that given time, knowing the urgency of the issue. I had consulted the airline direct (Norwegian Airlines), who informed me that there were only three seats left on the flight, so as time was running out, I had no other choice but to book with them directly, incurrring consequential losses of an additional 183 Euros.

The FullFlex 'refund' offered only a token/voucher, towards future travel with your company, which was unacceptable as I would NEVER use your company again under any circumstances. The amount offered by token/voucher, only represented a small percentage of my total losses incurred by your lack of service, and on that legal point, I have the right to pursue you through the County Court system for a full refund of both my original flight and associated costs, together with the consequential losses incurred as a direct result of your failure to book the alternative flight in time.

I would strongly advise you to copy this email to one of your senior Directors, and also to your company's legal advisors, as they will confirm my legal rights in this matter, and should I succeed in my court claim, I will further be claiming legals costs and court fees. The County Court can also place a judgement against your company's name (CCJ), which will affect your company's credit status.

I must also warn you that I have been in touch with the media about this matter, as it makes a mockery of the name "last minute", and shows your insurance company to possibly have a legal conflict of interests in this matter.

Please accept this email as my last communication with your company before commencing legal action forthwith. I also reserve my rights to expose the matter in the public domain to warn other potential customers of the problems they may face in using your company, as many others have already done on the Trip Advisor forums.

Ross Hemsworth
BA (Hons) Open (Open)
Diploma in Law
Certificate in Legal Studies

cc DAS Law
BBC Watchdog Consumer Programme

Simple story:

Booked tickets for business.

Paid in full.

Waited for 3 days without confirmation.

Called 7 times and waited approximately 30 minutes on line each time. Never got a response as to wether I can even book other tickets.

When no tickets were left and the minimum ticket for another day cost 1000 gbp (actually more..) they responded saying they dont have a ticket for me.

Do not even think about it! Book through airline websites or other agencies.

Hi,
I made a booking cancellation in July 2018 which I received an email from last minute customer care team on the 2nd August 2018 confirming the cancellation and £266.37 will be refunded back to my credit card.
This amount was not refunded and noticed it when I look at my statement and notice that my balance and interest was higher than it should be.
I contacted last on the 10th or 11th of September 2018 about this and they apologised and said the refund will be made.

Now I did not receive any email to explain to me why the refund wasn't made. It's over 42 days and no refund has been paid to my account and it was me that noticed this not last minute . Something is not right here and am not too happy about it.

Your CustomerServices said it should take few day to 14 days from the time I receive the email. Well I received the email on 2nd August 2018 and over 42 days later, no refund. This is not acceptable.

Booked Hotel on Lastmunute.com
BookingID [protected]
Destination: North Sydney
Period of stay: 3 days, 2 nights from 15/09/18 to 17/09/18
Hotel name: Rydges North Sydney
54 Mclaren Street, North Sydney, North Sydney, Australia
Total Price: £296.58
Rydges North Sydney

54 Mclaren Street, North Sydney, North Sydney, Australia
Supplied by: Travelscape LLC
Hotel provider: Travelscape LLC
Hotel confirmation code: [protected]

Check-in: Saturday, September 15, 2018
Check-out: Monday, September 17, 2018

Parkview Twin, Room only
Cancellation requests made on or after 2018/09/14 will be subject to a penalty of 148.29 GBP

Links in email to cancel the booking go to the cusotmer care team. They are unable to cancel booking they pass you to another number, who then give you a number in ITALY to call - which I cannot easily from Australia.

Called expdia - same thing - can see bookign, but not authorised to cancel, given number for lastminute.com in Australia again.

If I book online, I expect to be able to cancel online - especially, when the booking website adverstises easy cancellation !

Purchase ticket on 3 Aug 2018, for a family of 5 including 3 children. Routing COK-DEL-LHR, flight on 24 Aug 2018. On the 15 Aug, COK airport was closed due to flooding and it is still closed, now due to reopen on 29 Aug. I contacted Lastminute, Virgin Atlantic(VS) and JetAirways (9W) on twitter. Jetairways never responded, Lastminute kept saying there is no instruction from 9W to change /amend the flight, VS kept saying it was down to 9W to change or amend the flight and to take care of passengers journey. I spend hours on the phone in some case during work time to get someone to listen to my plight. In the end I was asked to pay £177 to change the reservation to DEL to LHR on VS and I also had pay an extra £619 to fly my family from TRV to DEL on another airline Vistara so that they can connect on to DEL-LHR sector. All of which should have been done/changed by 9W but did not. My contract is with Lastminute so I did contact Lastminute but according to them they had no instruction to action or change the booking. The entire world has seen and heard what has happen to Kerala. Knowing this there was no compassion or understanding by Lastminute, Virgin Atlantic and by JetAirways (India). I want someone to pay for the extra money had to pay to get them back. Thank you.

I made a booking with last minute.com through Skyscanner.
They confirm date and time started payment progress they got the payment and after 2 hours they said they cannot confirm my booking that they will return my money in 10 days!
Without confirmation how can take my money!
It is a scam .
Please can you help me to get my money straight away I need to make booking.BOOKING ID [protected]
I am Gul Pekcan
My details [protected]

Hi
I have a booking this Sunday 29th July for 2 nights to bruge by Eurostar.
Due to unforeseen circumstances I am unable to make that date.
I have requested to have the date changed.
They have said they can't because Eurostar will not allow it.
I have spoken to Eurostar and they say they can I even have an email confirming this.
They won't change the date and they won't even change the person and it says in the terms and conditions that this is possible but I need to contact you.
I am trying my hardest to get this sorted so I don't lose my money that I have saved for all year to take my husband here for his 30th birthday.
I don't know what to do as they are not offering anything to help me.

The issue that I have experienced was: Our son who is a student at Manhattan College booked a return flight from New York to Manchester on 24 April 2018 through Sky Scanner which took him to Lastminute.com website. Once he booked the flight he realised almost immediately he'd made an error as he'd booked the wrong day. As the flight was flying with Virgin we were initially told that the
flight could be cancelled as it within 24 hours of the booking and his departure date was not within 7 days. An online cancellation request was sent within hours to Last Minute.com but they have refused to amend or refund the flight as it was booked through them and not direct with the airline. My son is a student and can't afford to purchase another flight.

It's a rip-off company. They make mistakes on purpose and then ask for more money for fixing it.
This happened to me and to many other people.
On Monday I booked several tickets from their website. Everything was correct and I paid.
20 minutes later I got a call fro them. They said that the dates were wrong and asked me to pay 50 euro for dates corrections. I offered them to go to hell and immediately canceled the tickets without additional fees (strange, right?)

Somebody, please close their business because they don't have to sell tickets at all. For some reasons, they said my flight was canceled, even though the information about it was still shown. They said there's nothing to worry about and silly me, I believed that everything is truly well.
BUT then I found out that they confirmed the cancellation and said I won't get any refund due to policies they have. How's that? Who the hell reads these policies?
Hate your website with all my heart

I booked 2 flights in USA. On their site the first payment said it did not go through, so I immediately booked the same flights within a minute. I then received 2 emails confirming the same flight. I phone the UK and was told they saw it was their error and would refund one of the payments. They did but minus around $60.00. I have called, emailed several times but have not been given my full refund.

We travelled to Lanzarote on 12th May & my partner had an unexpected fall a few days before & although he was fit to fly he needed wheelchair assistance at the airport.
I contacted Monarch who said I should contact last minute as that's where booking was made.
I sent a message on messenger the previous day (attached) & was promised I would hear back! As you can see the final message to say assistance was booked arrived an hour after our flight had left!
We were dropped off by the shuttle bus & had a long walk into the airport with my partner in great pain, we asked at check in & were told that no assistance was booked at all, they did however sort it for us & a wheelchair was brought to us. However we then had to return to check in as our boarding passes would not scan! (These were emailed by yourselves) By this time check in had closed & had to be re-opened ( luckily for us they were very obliging) had they not been we would have missed our flight! Also we were disappointed that there is no "manage my booking" facility on your site as we could have sorted this ourselves beforehand. We did expect better service from such a large company, Ref no. is on message below
J Parkinson

To whom it may concern

I booked a room for the 13th of may at Park Plaza london hotel. Me and my partner were suppose to have a romantic night but when we went into the hotel there were only two single beds in the room where as I booked for a double bed.The single beds were put together but the mattresses moved as we lied down on them and there was a gap.There were also two single duvets instead of one double duvet so we were unable to share a duvet and sleep together.We felt as though we slept apart as we had single beds and our own small duvets.We normally always cuddle up and sleep but were apart that night.We did not enjoy our night and were uncomfortable.

Can someone please look into this and get back to me please.

Yours faithfully

Hussun meraaj

Flight Booking ID [protected]

On May 2nd, I bought 2 easyjet Lisbon to Gatwick airline tickets from lastminute.com only to realize I made a mistake in the port of departure. I called to cancel within one hour of booking. The customer service rep at lastminute.com acknowledged the airline's (easyjet) policy of a ticket refund, as I was cancelling within 24 hours of booking. The service rep also stated they would contact easyjet to confirm cancellation and send me an email with this confirmation of cancellation.

As of May 11th, I have received no email confirmation of my cancellation on May 2nd, nor the refund I was promised. I have called the customer service line dozens of times, each time being passed around to another rep or told opposing information from "we will have the email to you in 72 hours" to "I am not authorized to send that email to you" to "we cannot refund your ticket as your ticket is non-refundable".

The customer service by last minute.com is appalling and the process is frustrating.

I am seeking to be refunded for my full airline ticket price (253.06 GBP), as well as finally receive my email confirmation of cancellation.

Thank you in advance,

Carolynn Saindon