Tweet
[IMG]http://hits.guardian.co.uk/b/ss/guardiangu-feeds/1/H.22.2/5460?ns=guardian&pageName=Checked+in+with+Lastminu te+*+but+our+room+didn%27t+check+out%3AArticle%3A1 626847&ch=Money&c3=Guardian&c4=Consumer+affairs+%2 8Money%29%2CConsumer+rights+%28Money%29%2CMoney&c5 =Personal+Finance%2CConsumer+News&c6=Miles+Brignal l&c7=11-Sep-02&c8=1626847&c9=Article&c10=Letter%2CFeature&c11= Money&c13=Consumer+champions+%28Brignall+%26+King% 29&c25=&c30=content&h2=GU%2FMoney%2FConsumer+affai rs[/IMG]
Mix up between Lastminute.com and our hotel meant we had to book elsewhere and could not get a refund
In early June, I used Lastminute.com to book a room at Grange Tower Bridge Hotel in London for my daughter for use in July. We paid the £99 and thought no more of it as we have used the website before.
On check-in day we phoned, as a precaution, to confirm the booking, but were told our reservation didn't exist. Fearing we had nowhere to stay, we went back on to the site to find another hotel. Because it really was last minute, it cost £190.
My Halifax bank statement shows the original £99 was taken from the account on 8 June. But trying to get a refund from Lastminute.com is impossible. We have called five times – at 10p a minute – but are being fobbed off. My daughter eventually received an email from a "customer service" rep with the promise of a refund, which is yet to appear. SS, Ormskirk, Lancs
Lastminute.com says the hotel had wrongly informed your daughter when she called that the booking was no longer valid, and it seems to a be a simple mix up. The hotel has agreed to a full refund which should be back in your account. "We would also like to extend a £25 Lastminute.com voucher to SS as a courtesy," it adds.
We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Brignall & King, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
Miles Brignall
guardian.co.uk © Guardian News & Media Limited 2011 | Use of this content is subject to our Terms & Conditions | More Feeds
</img>
</img>
More...
Mix up between Lastminute.com and our hotel meant we had to book elsewhere and could not get a refund
In early June, I used Lastminute.com to book a room at Grange Tower Bridge Hotel in London for my daughter for use in July. We paid the £99 and thought no more of it as we have used the website before.
On check-in day we phoned, as a precaution, to confirm the booking, but were told our reservation didn't exist. Fearing we had nowhere to stay, we went back on to the site to find another hotel. Because it really was last minute, it cost £190.
My Halifax bank statement shows the original £99 was taken from the account on 8 June. But trying to get a refund from Lastminute.com is impossible. We have called five times – at 10p a minute – but are being fobbed off. My daughter eventually received an email from a "customer service" rep with the promise of a refund, which is yet to appear. SS, Ormskirk, Lancs
Lastminute.com says the hotel had wrongly informed your daughter when she called that the booking was no longer valid, and it seems to a be a simple mix up. The hotel has agreed to a full refund which should be back in your account. "We would also like to extend a £25 Lastminute.com voucher to SS as a courtesy," it adds.
We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Brignall & King, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
Miles Brignall
guardian.co.uk © Guardian News & Media Limited 2011 | Use of this content is subject to our Terms & Conditions | More Feeds
More...
