I booked a Citroen Relay LWB at the Liverpool branch for 10:30 and prepaid £80.90. Because of a traffic collision on the motorway I arrived just after 11:30. When I got there, I was told the van had already been given to someone else because they “only hold it for 1 hour”.This 1-hour rule was not clearly shown in my booking confirmation. The email lists documents and payment information but nothing in bold or a red warning saying the vehicle will be released after an hour. Nobody called, texted or emailed to check if I was still on my way. I ended up with no van, wasted time, and no refund so far.This was my first time using Drivalia. I usually rent from Arnold Clark, and even if I’m 5–10 minutes late they phone to ask if I’m still coming and try to help. Their customer service has always been flexible and respectful – the opposite of what I experienced here.I understand delays are inconvenient, but motorway accidents happen and customers who have prepaid should not lose everything for arriving slightly over an hour late with no warning. At the very least, this policy should be clearly highlighted and staff should try to contact customers before cancelling. Right now I cannot recommend Drivalia and will be going back to Arnold Clark in future.
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