I booked through a rental app for pickup on Saturday and return on Sunday. I completed all payments, but upon arrival, I was informed that I needed to pay an additional £40 for delivery since they were closed outside of office hours. The support team was surprised and communicated that it’s unacceptable to advertise availability when they are not open. They mentioned an investigation would take place. I hope to help others avoid this situation, especially if you have weekend plans, as it may be easier to pay the unexpected fee than to disrupt your plans. Additionally, the staff member at the reception handled the situation poorly; I offered him the phone to speak with support, but he declined, seeming defensive. However, a colleague in hijab was much more professional and should ideally be in charge.
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