We booked to hire a vehicle from Drivalia (near Heathrow) for two months, and paid in full in advance . The booking was made through EnjoyTravel. We provided EnjoyTravel with our flight details.Our flight from Australia was delayed, which meant that we arrived at the Drivalia offices more than 59 minutes after our specified pick up time. They said that our booking had been cancelled because we arrived too late. They said we could not have a refund. However, they could hire us a different car (an automatic instead of a manual), but that it would cost an additional £1,056.67 - almost double our original hire charge. Given that we had been travelling for over 30 hours, had a lot of luggage, and no other means of transport we felt we had no option but to pay the additional fee. Whilst at the Drivalia offices we met another man who had the same issue, he had arrived more than 59 minutes late and was being charged an additional £2,000 (doubling the hire charge).When we returned the vehicle, two months later, they identified three 'scratches' which they said we were responsible for. Two of them were on the wheel rims, less than 1cm long and 1mm wide. The third was a very faint mark on the rear bumper. We had a photo that we thought showed the mark on the bumper, but they said it didn't. So they invoiced us for an additional £530 plus an admin fee of £66.67. If we didn't pay it they said it would be sent to a debt collector who would charge an additional fee. As we had car hire insurance (through a separate company) we decided to pay, under duress. Drivalia are sharks. Do not hire a car through them. Do not pay in advance. Make sure you arrive on time if you do hire a vehicle from them - but seriously, I would go elsewhere.
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