I have had two experiences with LastMinute.com over the past month or so. The first was one of the simplest and successful booking experiences I have ever had. So it is unfortunate that the second experience has led me to writing this review. I had a hotel booked in London for some training at the end of the month. Unfortunately the training was cancelled due to low numbers, and rebooked later in the year. So obviously I went onto my booking to see if it could be amended - it was booked as a nonrefundable so I wasn't expecting to be able to. Upon clicking through to the booking it took me to a 'refund processing checklist'. Within 5 minutes I was through to someone on the phone who told me that it was an immediate process and nothing could be done, despite me not cancelling in the first place. I assumed it was the usual not being able to do anything because of system limitations, and that to speak to a manager I would need to wait 48 hours. Rang back to try a different operator, as although the operator was very friendly, it was clear he wasn't going to do anything about it. The second operator told me there would be an additional £120 cancellation fee...which was confusing. Paying to cancel and not get a refund? I asked a couple more times to confirm that was the case, and each time came to the same conclusion. As this was paid with a business card I asked what card it was going to be taken from (if it was personal I could deal with it, if business, it would be a problem). The second operator hung up on me as I asked this. Went on to online chat, verification again etc. Then eventually confirmed that the £120 was not an additional charge, but was to be taken off the refund. Which I guess they thought negated the cost, but originally as I had paid more, maybe there is a refund of like £15 coming through. The online chat person then told me that "the hotel has not issued us with a refund, so we cannot refund it". So I rung up the hotel. This was a fairly small single site hotel, very friendly on the phone. They found the booking for me but couldn't do anything, because they aren't given any money by LastMinute.com until the booking date. So now I am waiting on a callback from someone there. But currently not happy at all. It's been a confusing process with seeming ICT/customer journey issues, being hubng up on and then also lied to about why a refund can't happen (I don't need one, because didn't cancel). So from the first experience and second experience combined...great....until something goes even slightly wrong. Then expect to get incredibly poor customer service, a long confusing time and outrageously long waiting times to complain or speak to someone more senior. I can't even imagine if there was a flight involved in this. Avoid at all costs. Book direct with hotels/airlines.