We booked our hire car with Alamo back in March for our trip in September, flying into Palm Springs. When we arrived at the desk to collect it after travelling all the way from England, we were told we couldn’t have the car because it is apparently their policy that unless you are flying out on the same day you return the car, they won’t let you hire it.This was never mentioned during booking, even though I entered all of our flight details at the time. Despite explaining we had no transport to get to our hotel and had made all our plans around this booking, the staff showed no care or flexibility. To make matters worse, they initially refused to refund us when we had no choice but to cancel – only after lengthy discussions did they eventually agree.We were left stranded at the airport with no car and forced to pay a huge amount for a last-minute hire elsewhere. Our travel plans around Los Angeles had to be completely changed because of this.I also spoke with the manager, who admitted that lots of people have experienced the same issue, yet this “policy” is not written anywhere on their website or shown during the booking process. In other words, customers are turning up after long journeys only to be turned away at the desk.A really disappointing and stressful start to our trip – I would strongly advise avoiding Alamo until they are transparent about their policies and improve their customer service.I am still awaiting a response from them in relation to compensation for the fact that we not only were left stranded but also paid hundreds of extra dollars to book another last minute car hire.
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