Spoke to the hotel direct and they stated that Lastminute debit my account and that I need to speak to them with regard to a refund and the cancellation but that they had no issues with cancelling the booking per se. Rang lastminute cusumer action group and told them that they had not spoken to the hotel and thus I was still waiting. Surprise, Suprise I get a message saying that my booking has been cancelled at no cost. So I think great. Then I get a call from another rep saying I need to pay the cancellation charge. After explaining my dissatisfaction and the message left by her colleague she has agreed to give me a full refund. RESULT.

I would not recommend it either. I booked a Lastminute.com 'Top Secret' hotel at 6.30am today for a stay in Feb 09 and sadly regret not seeing this thread earlier. The description from lastminute read 'This chic hotel has been fully refurbished as a 4-star hotel complete with luxurious features. Each room has been newly refurbished with the emphasis on comfort and relaxation. With a variety of room types to choose from this hotel is an ideal place to stay for business or pleasure.' This sounded ideal and the price was very good so I went ahead and got the hotel name Hyde Park Premier London Paddington. So I googled it and looked at the reviews and to my shock they are appalling. A rare good comment said about the hotel and all the residents wanted to leave as soon as they arrived. The last review dated 6 July. My heart sank as I read more reviews and I realised what a huge mistake it was to use the 'top secret' option. So at 8am I rang lastminute and they have said that I can only cancel the booking without hotel charges if the actual hotel allows me to. If not I will have to pay 100% + the £20 cancellation fee. I was horrified as the reservation was made 6.23am today on my debit card and so surely the hotel has not processed yet. Lastminute have told me that they will contact the hotel to see if they will cancel for free. I am to wait to hear from them and in addition if I book another hotel with lastminute they will not charge the £20. I am astounded at their policies. Still in shock and very much disappointed but will have to wait and see the outcome. Not looking promising though!