This was our first trip abroad without parents. We decided to give Lastminute.com a try. We booked 5 nights at Hotel Da Gale, Largo Dos Luisadas, Albufeira, with return flights from Gatwick to Faro with WizzAir booked as part of the holiday package that was being offered by Lastminute - all paid up front. My dad had noticed that we would be arriving at the hotel after the official check-in time and so he contacted the hotel directly, both by phone and via email, to request a late check-in. In fact, he ended up sending 3 separate emails informing the hotel that we would be arriving late after the flight was delayed by several hours, and he phoned the hotel twice while we were flying out. To our great surprise and dismay, on arriving at the hotel we were informed that no rooms were available, and that we had to walk to alternative accommodation in a block of tourist apartments, where the room that we were given was dirty and infested with ants, and all this happened at 2am. This was not a good first experience abroad for the two of us! My dad spent the next 12 hours trying to talk with someone who could help. After wasting a lot of time on unhelpful online chats, and several international calls to the hotel, he eventually managed to get a customer service agent from Lastminute.com to phone him - after 3 separate calls with that agent, they ended up offering him the choice of either a £50 Lastminute voucher OR £30 refunded to his credit card - it was both rude and poor business practice that the two offers of compensation were not only of very little value, but also that they weren't for the same amount! Begrudgingly, he accepted the £30 refund because, after this experience it is very unlikely that we will book with Lastminute again. I was hoping that the hotel might offer some compensation directly to us, but we still haven't heard anything back from them, and I understand that as alternative accommodation was given, that they feel that they have fulfilled their legal obligation to us. Where is the customer service in that attitude?!
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