The title kinda says it all. I won't go into details yet, but we are currently involved in what I will politely call a "wrangle" with lastminute.com.
Their customer service is frankly disgusting. It is the worst experience I have had with a company when something has gone wrong for a VERY long time.
Will post more once the matter is concluded (for better or for worse). However, in the meantime, my personal advice is - if you are thinking of booking a top secret hotel via lastminute.com, just don't. It's not worth it.