I booked two rooms at Saja Al Madinah through Lastminute.com, trusting the 4-star rating and excellent reviews on their site. Shortly after booking, I decided to check reviews elsewhere, including TripAdvisor, which shows the hotel having a 3-star rating, and was concerned by multiple recent reviews with reports of mold, cigarette smoke, and poor cleanliness in the majority of recent reviews. As I was traveling with a 3-year-old child and a pregnant family member with epilepsy, the conditions were simply unacceptable for us. I wanted to see if I had the option to cancel, given the significant disparity in reviews and concerns about the hotel’s suitability for an individual with epilepsy. I contacted Lastminute’s live chat and spoke with Xhesika, who instructed me to reach out to the hotel directly. She explained that if the hotel agreed to a free-of-charge cancellation, Lastminute would then forward the case to customer care for a full refund. I followed this instruction and spoke to Rahat Mahmood from the Saja Al Madinah hotel booking team, who kindly confirmed they would cancel the reservation free of charge due to our medical concerns. I forwarded this confirmation to Lastminute’s customer care team as advised. Lastminute's response was vague, only acknowledging the hotel’s approval of a cancellation. Before proceeding, I asked them to confirm a full refund, and if they couldn't provide one, I wanted the bookings to remain intact, as we still needed a place to stay and would rather stay in an unclean hotel than cancel the holiday entirely. Instead, Lastminute canceled our booking without any refund and even suggested I make a claim with my travel insurance. As I had travel insurance, I contacted them regarding this case. They stated that they do not cover this but mentioned that Lastminute’s actions were completely unethical. I was confused, as I only followed what Xhesika stated on the live chat, and requested that they stop the cancellation since I couldn’t afford to lose the money already spent on both rooms. I found their call center number (which I don’t understand why they don’t provide on their website) and managed to speak to a representative, who disconnected the call on us. An hour later, I tried again and got in contact with Bora in their Albania call center, who assured me she would stop the cancellation. Following the conversation with Bora, I received an email from Lastminute stating the cancellation had been stopped and both bookings were still confirmed. Throughout this ordeal, I stayed in contact with the hotel staff, who later confirmed that Lastminute had already canceled the reservation, despite Lastminute repeatedly assuring me that the booking was still valid. I contacted Lastminute, and their response was to assure me again that the booking remained active. I now have no faith in Lastminute to tell the truth and am not willing to risk arriving at the hotel only to find our booking canceled. The stress, back-and-forth communication, and contradicting information from Lastminute made the whole experience incredibly frustrating and exhausting. Ultimately, we were forced to cancel our holiday, as we couldn’t afford to book another hotel at the last minute. All we did was follow the advice from Lastminute's customer service, only to be passed from one department to another and misled throughout the process. I’ve retained all chat logs with both the hotel and Lastminute and plan to take further action. I would strongly advise others to avoid booking with Lastminute.com due to their lack of accountability and dishonest practices.