My anniversary trip to Malta turned into a nightmare after booking a penthouse with LH for £295. Upon checking the hotel’s website, I discovered a discrepancy in the number of penthouses listed—2 on the hotel site, and 3 as advertised by LH. Adding to the confusion, the “double/twin” room was priced higher than the selected “penthouse,” highlighting a potential human error in room availability uploads. Dealing with LH customer service has been a frustrating ordeal. I’ve spoken to 6 advisors over 2 weeks, facing cut-offs, interruptions, and belittlement. Despite requesting a manager call back twice, I’ve received no response. Advisors lack understanding, providing inadequate resolutions and wasting my time. The mislabeling and false advertising of the hotel room by LH are met with no responsibility from their end, forcing me to pay for their mistake. I’ve escalated the matter to the ombudsman due to this disappointing experience.