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Formal complaint and request for refund – reservation DYS-204016498 _______________________________

Formal complaint and request for refund – reservation DYS-204016498
________________________________________

Dear Sir/Madam,

I hereby wish to file a formal complaint regarding my reservation made through your organization.

On March 31, 2026, I made a car rental reservation via DoYouSpain (doyouspain.com) for the period from April 1 to April 6, 2026 in Ibiza. The booking concerned an Audi A3 (5-door, air conditioning) with a total price of €374.06. The reservation was confirmed under number DYS-204016498 and paid in advance by credit card. DoYouSpain acted as an intermediary, with the actual rental to be provided by Click & Rent.

On April 1, 2026, we arrived at Click & Rent to collect the vehicle. Upon reviewing my documents, I was informed that I did not meet the minimum age requirement of 30 years for renting this type of (premium) vehicle. While this may be stated in the terms and conditions, this requirement was not clearly communicated to me beforehand.

At that time, I was accompanied by my partner (30 years old) and my mother (59 years old), both of whom were eligible to act as the main driver. We proposed several possible solutions on site:
• Changing the main driver to my partner or my mother;
• Cancelling the existing reservation and creating a new booking in one of their names;
• Modifying the reservation to a different, non-premium vehicle.

None of these options were permitted by Click & Rent. Additionally, we were informed that no alternative vehicles were available, despite the visible presence of numerous cars on the premises (including smaller models).

We subsequently contacted DoYouSpain by phone to explain the situation. Unfortunately, your organization also indicated that:
• The main driver could not be changed;
• No alternative vehicle could be offered;
• Cancellation with a refund was not possible.

As a result, we were left in a situation where we were unable to use the reserved service, while the full amount of €374.06 was still charged. Furthermore, I consider the level of customer service provided to be inadequate and not solution-oriented.

Given the above, I find this situation unacceptable. I have paid for a service that was not delivered, while, in my view, reasonable alternatives were available.

I therefore kindly request that you:
1. Refund the full amount of €374.06 without delay;
2. Provide a substantive response to this complaint and clarify the circumstances.

I look forward to your response within 14 days of the date of this email. Should a satisfactory resolution not be provided, I reserve the right to take further action.

Date of experience: Apr 07, 2026