stephan s.

I'm travelling on Eurostar for now 10 years (5 to 7 times a year) People are very nice, helpful and if you booked it in advance, you've got a good price (last minute is very expensive) St Pancras is a nice terminal.

I booked a journey to Fatima in Portugal, from London with lastminute. I wanted a pack (flight, hotel + transfer) I thought that it would be easier. Big mistake. I booked on a Monday morning, for Friday, and waited for confirmation. The lady on the phone was nice and helpful. But I never received any confirmation. On Wednesday, I phoned at 1pm, the person who answered didn't know why it wasn't confirmed and asked me to wait 4 hours more. At 5pm, still nothing. I phoned and got the same answer. I finally had an email at 9.30pm: "your packed holyday is cancelled". Just like this and two days before our departure. No explanation. I phoned immediatly and the man explained that in fact the hotel was already full. They could have let me know, phoned me to see for another hotel. And why did they wait for a cancellation, they cannot know immediately when a hotel is full?
Also, I am quite chocked that they didn't refund it immediately or even the next day. It was £1900, I needed the money to switch on another company but they said that it should be done within 10 days! During this time, the money works for them and I am trap in my flat! I had to canceled our journey from London to Luton Airport and the railway company reimbursed in less than half hour. Why lastminute cannot do the same?