VULNERABLE YOUNG WOMEN PUT IN DANGER WHEN HOTEL CANCELLED AND DROVE THEM TO UNKNOWN REMOTE LOCATION, LASTMINUTE DID NOTHING DESPITE THEM BEGGING FOR HELP ON LIVE CHAT FOR 6 HOURS.My daughter and her friend booked a beach holiday and before boarding the plane received a Whatsapp message from unnamed source saying she couldn’t stay at the hotel due to them having to disinfect Cockroaches and mosquitoes, it said she would be upgraded to a sister hotel on the beach and better standard. My daughter messaged back asking for them to email her as she thought it may be a scam. She heard nothing so headed to hotel on arrival. When she arrived at hotel they said she couldn’t stay there and they had an old man in an old unmarked car drive her to another resort. The new “hotel” was not on the beach, had no name, no address or staff! The driver got the room keys then left. Scared and unable to find anyone to verify where she was as location services showed no address she contacted Live Chat in tears. She begged for help, kept asking to be called, the Advisers were beyond Abysmal insisting she had to give them an address and proof where she was, she couldn’t as it didn’t exist! She spent hours on Live Chat, one Adviser said they had contacted the hotel and they had said there were Cockroach issues, then the hotel deleted the Whatsapp message they had sent her but she had already forwarded it to me! My daughter explained this still no help refused to do anything, eventually someone called her and said they would help but No Nothing! She contacted again saying she was really scared the hotel had now told more lies about their location and she needed to get out, again no help! She sent photos of the hotel she was in as that’s all the proof she could give. She was told she’d have to wait upto 48 hours for them to review. After 5 hours of her getting nowhere I paid to move her to another hotel. She told Live Chat and they said they couldn’t guarantee they would pay for it but would try and get back to her following morning, they DIDN’T! Next day she contacted again and the Adviser contacted the hotel, this time they hotel said they girls were in their hotel! More lies, the Adviser agreed to escalate! She received a phone call saying they would sort everything out for her and to stay in new hotel and provide receipts. That the matter would be fully investigated and that she would hear shortly. That was the last she heard from Lastminute. There were so many lies told by the hotel, they denied ever taking my daughter and her friend to another hotel, then they said she was at the beach hotel mentioned in the Whatsapp that they deleted, then they denied ever knowing the man Philip who drove them to the unnamed hotel they were dumped in that I immediately thought (as did they) that this was an attempt by the hotel to Traffic them. This was all reported but NOTHING! A pathetic attempt to offer £83 compensation with no guarantee of refund for first hotel or payment for the one they moved to.Petrified over what happened to I tried to raise numerous complaints only to be led back to the useless Live Chat. Eventually I received a call from Divia saying she would have to spend more time looking into this and promised she would come back to me by today. Again Nothing!Anything could have happened to the girls, the hotel refused to acknowledge where they had taken them and Lastminute REFUSED to help them. Luckily I moved them before a real danger occurred. Shame on you Lastminute and your lack of care for young vulnerable travellers, I’m absolutely disgusted in your lack of care for young people’s safety in these situations.
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