LastMinute.com review: The hotel I reserved through lastminute.com did not ecpect us and found no traces of our reservation.

We reserved a flight and hotel stay in Malta (ID Booking: [protected]) between 24-29 February 2024. We had an early flight and arrived at Hotel Marriott Malta at about noon, but the hotel did not find our reservation neither under our name nor under the code ([protected]) lastminute.com provided us with.

We were confident as our whole trip was fully paid and the confirmation was given by lastminute.com, so obviously there was a problem between lastimunte.com and the hotel. The hotel made us wait for an hour while nothing happened, and the representative said we should make arrangements with lastminute.com. So I wrote a message in the chatbox where after some time a real person replied that they sent all information about the reservation to the hotel and it is the hotel that made a mistake. However the hotel still did not let us enter our room.

After another hour the hotel suggested that at the daily rate - by giving our bank account details - they would be willing to receive us among their hotel guests. We obviously refused this as the rate we paid was totally different, and again it was not our fault that we found ourselves in such a situation.

The hotel representative suggested furthermore, that we should always reserve at the hotel directly, as Jumbo Tours (?) and other the travel agencies are not reliable. This we found absurd as Marriott Malta itself works with you and it is normal in the 21st century that you reserve throught other agencies at a hotel. The whole conversation was terribly embarassing and tireing.

I wrote again to lastminute.com and they found out that the voucher they sent to the hotel, was used in January already and finally, they sent a new voucher to the hotel. After several hours, dead tired with two crying children we managed to get installed in our rooms.

I file a complaint as we lot a day in Malta because of this incident that was not due to us and was not treated professionally neither by lastminute.com nor by the hotel.

I would like to claim damages and request a reimbursement for the day we lost from our rare holidays also for the incident we suffered due to your incorrect administration.