Ok so where to start. It ALL started Tuesday, November 6th. I went online to try and find a decent priced hotel room and it was around noon that day. So, I came across a decent hotel at a good price. I then proceeded to book the room through….yea you guessed it lastminutetravel.com. What a mistake that would turn out to be.
First, I never received an email with any confirmation on my booking. Ok, no big deal. I just got onto my account online to see if i had been charged. Sure enough the charge was there, $81.70.
At around 6 pm I make my way to the hotel to check in. I give them my credit card and drivers license and am told “sir we do not have a reservation for you.” So, the extremely nice and amazing desk clerk at the hotel (I will be contacting her manager today!) checked any and every way she could to see if my reservation ended up somewhere else in her system. NO such luck.
I then call last minute travel customer service to see what is going on. We are now about 15 minutes into my cab waiting outside for me as the meter runs for wait time. (Only $30/hr) This was the start of the whole disaster that started to get super bad.
The customer service agent tells me that my booking was canceled because the hotel had no rooms available. By the way she was probably the nicest of everyone i spoke to at this company.
I ask to speak to a supervisor and was put on hold. (Cab meter continues to run) The supervisor gets on and she tells me my booking was canceled due to computer glitch. This would be the first of many contradictions and lies I would be faced with.
Ok I ask for a refund and am told they released it at that exact time and I would have it back in my account within 24 hours. Already super mad and still needing a room (mind you cab fare is STILL running) I hang up with LMT.
I chose to pay for the room AGAIN at the SAME hotel that 5 minutes prior had “no rooms.” When all said and done and about 45 minutes with the cab fare racking up I FINALLY had a room and a $40 cab fare that should had been no more than $9! This is just day 1. Yea it gets so much better!
So, day 2 I will say I would spend about 4 hours talking on the phone and another 4 on google trying to get some information. It started with a phone call to LMT. Talked first to a customer service agent and again was very rude and had very little knowledge of her job.
So, I tell her what was going on (since EVERY time you are transfered you have to tell the story over and over again.) I was told the booking was canceled due to the hotel being “over booked” Wow, I believe I had ZERO problems with getting a room at the SAME hotel. So, I ask for a supervisor.
I am told by her that my booking was canceled due to a computer glitch. Also, both of the ladies told me my funds had been released today, November 7. Ok now I can’t keep up with all the BS.
As stated earlier the supervisor the night before said “the funds are released and will be available in 24 hours! Again, I ask for her boss and again was treated extremely poorly as she is laughing at me for asking to speak to her boss as she is telling me that he can not do anything that she couldn’t do.
I am finally transferred to the customer service manager or whatever title Raphael was to give himself. As many people that i spoke to, his name and one other name (to come soon) were the only names i remember. After talking to Raphael and getting absolutely no where, I ask to speak to his boss.
That is when I am told he would NOT allow me to speak to his boss and told me that there was no one else to speak to that he was “it.” So, I ask him if he was also the ceo, president, owner, or founder of the company with response of a chuckle and a no answer.
I again ask to speak to someone above him and getting the same “no I will not let you speak to anyone!” I ask for upper-managements email or to even be transferred to a voicemail and STILL got told NO!!!
I then ask what someone does if they had a problem with him and with that same cocky attitude and chuckle and I quote him “well normally people don’t have a problem with me!” Ok well it was time to hang up and move forward. By the way he to told me they had refunded my account.
This ended around 2:30 pm on November 7th. (This time is important coming up) I then call my bank to see if they could do ANYTHING on there end. Was given a fax number and instructions for LMT to send a fax saying to no longer hold funds. So, again i call back to LMT to give them the info.
Was told no problem they would have it in 10 minutes. Finally, its over!! Well it wasn’t. Not even close!!!! I wake up this morning with a text saying my account is overdrawn. WTH! So I look on banking app and sure enough, yes you guessed it yet another LMT screw up!
The charge is no longer “pending” but, has actually posted to my account making it negative and my bank charging me a $37 fee! What a wonderful way to wake up! Thanks LMT!! So, yet again I am on the phone. First with the bank.
Got no where with them but, this also is not my banks fault. Oh and now here comes what I so much enjoyed spending much of 3 days doing, calling LMT! I speak first to the secretary who was actually really nice. I forget your name Ms. but, thank you and it was good to know your company has at least “ONE” employee who cares for your customers.
Ok back to the only other name I remember from this mess, Angelina. She tells me her title is “refund manager” ok that sounds like we could “possibly” get somewhere or not! I start right off asking for upper-management. Guess what……I get the same refusal of being able to speak to them or leaving a voicemail or getting an email.
She tells me that she is the “ONLY” one that could help me and says “besides they will tell you the same thing. Again, I am really amazed that LMT has these type of employees representing its company!
Ok well lets finish this mess. Angelina tells me a fax was sent to bank yesterday, which my bank has no record of. She also says the refund was sent and sends me an email showing this. This is where I caught LMT in more lies. Remember the time I said was going to be important…….the email that was showing a refund was not issued until after 5pm November 7th.
I really don’t believe the email is real. It looks fraudulent. I tell Angelina about my bank charging me the $37 fee. So, she says lets three way call your bank and get this taking care of. The whole phone call Angelina was very rude to not only myself but, to the banks CSA. She would not allow us to have a chance to speak and when we finally did she would interrupt us.
The bank CSA asked Angelina if this was a “merchant error” multiple times and every time the answer was no. Sniffing out her BS, the CSA asks me what happened and after I finish, says “sounds like a merchant error to me.” This makes Angelina super mad as she says “I see we are not going to get anywhere!” As she hangs up on us. How classy LMT!!!
So, a $81.70 right now adding on the $40 cab fare and $37 bank fee and having to pay for that night again $78 has now made the LMT room $235.70. That does not even include all the BS they have put me through!
Sorry for this being so long but, I am not only hoping this shows how Last Minute Travel, its sister company’s and there employee’s treat customer’s but I honestly hope one or more of those upper-management people I was not allowed to speak with get to see it. Thanks now onto the Better Business Bureau!