adam b.

booking number 990795593 on 22/4/17. I asked the agent to phone the 4 star hotel and confirm availability as I was booking first beach holiday my partner would have been on and really wanted to be by the beach. I spent £1949.76p, upgraded to superior room, upgraded to all inclusive, and the agent confirmed my room was available and said he would email hotel to ask for sea view.
on 2/5/17 agent phoned me to say the hotel was shut for duration of my stay and offered me 3 star accomodation away from the beach. I refused it and asked for refund but allowed them a few hours to find me a suitable alternative by the beach that was 4 star or better. They emailed me 4 hours later to offer me the 3 star hotel again that I had refused earlier in the day. I emailed back refusing that option and asked for a full refund as ABTA had told me I was entitled to. One of their staff in phone conversations had told me that I was not entitled to any refund, that they would not cancel my booking, and one even laughed nervously down the phone at me. A good company would have resolved this within a few hours either coming back to me with suitable alternatives or giving me my refund in full so I could book another holiday. 48 hours later they still have not given me my refund or confirmed that they will give it to me. Really poor customer service. ABTA are helping me now but am still really worried because I need the money back now to buy another holiday. Lastminute.com are a multimillion pound company and could refund me immediately and recover their money from their suppliers in their time. Instead they are non committal and making me wait an unnaceptable time. Beware Beware Beware