I too feel like i have been wronged by lastminute.com and my email never got a reply, it was only a one night stay, and i didn't go through the trouble, but by the sounds of it, its not an isolated case, especially when the hotel you book was clearly considered as a lower star rating amongst other companies in the industry. If the website dose not give you a full refund, perhaps a class action law suit could be considered! I am more than willing evidence and support from my experiences and help you find others like us.