We booked a four wheel SUV through Expedia, who, unfortunately use Drivalia. Our Expedia documents clearly stated that in order to collect the car we would need a credit card and valid driving licence.This is in accordance with many other car hire companies which we have used in the UK and abroad. On arrival, we were told that we also needed two utility bills. When I showed them the documents on my phone, the rude and unhelpful staff member took my phone off me and spent ages scrolling through it without any verbal communication to me. We asked for the Wi-Fi password for Drivalia so we could try to download some utility bill statements, only to be sarcastically told “ it’s not working this afternoon “. Eventually, one an a half hours later a tiny Audi A1 was brought around for us. I pointed out that I had ordered and paid for a 4WD SUV only to be told - we have none on site and never have. At that point the horrible server pulled the keys out of the ignition and stormed off saying if you don’t want the car go elsewhere. As it was by then 5pm my husband went back in and found the manager. He was extremely helpful and immediately brought around a Jeep 4WD. The other member of staff should not be in that job of customer service, he was deliberately rude, awkward and unhelpful from the start. He made it clear that if so much as a scratch was found on the car we would be liable for a £1500 loss of deposit, so much so that I felt obliged to video the entire car inside and out before driving off and on return. We have hired cars in this country and abroad, never have I received such appalling treatment. It goes without saying that I have repeated this story to friends and have warned all of them against using Drivalia. I will also be writing a formal letter of complaint to the company owner(s) who should be aware that some of their staff need to receive a written warning regarding their conduct.
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