I booked a car for 11.30am at Gatwick Airport for 3 days and arrived by train there at 12.04am, I went straight away to the Drivalia office, via the north terminal shuttle. On arrival there the chap with the hairband says I'm late. I say I didn't realise you could be late picking up (I understand you can be late dropping off, but if you've paid for 3 days it doesn't make sense). However there's other customers in front of me so queue for half an hour to be properly served.I'm then told I'm late, my booking is cancelled, and the only cars they have are more expensive suv's, no budget ones now available, and that I have to pay double. But on Drivalia website there are budget cars available. I say this to the rep, he leafs through some car keys in a box, as if checking and says - no, none available.I call Drivalia reservations who confirm that there are budget cars available too - and that my booking is still live.I think I've just been lied to repeatedly to try to upgrade me to more expensive cars, with various ruses employed to do it. I'm not sure that I was late to the office. Admittedly I had to look for the office a little but headed straight there, don't think I'd have taken 25mins from Gatwick Airport station. There's no mention of having to be within an hour on the confirmation email.I walk away, because I'm too worried about hiring a car from this company, who knows what further surprise charges there'll be. Unfortunately you can't get a refund on prepaid bookings it says on the website and the rep said.It seems to be - accept the lies to con you or lose your money and no car.I spoke to customer services on the phone. They said send a message to their messaging service on 'Manage my booking'. I've now done that and been told no refund, er I think my £53 was just stolen.
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