I rented a car at Kerry Airport for the period from August 22nd, 2024, to August 26th, 2024. The booking was made via Booking.com, and the total amount was €131.41. The vehicle displayed during the booking was a VW Polo.Upon arrival, we were given a Ford Focus. On the receipt, this was labeled as a car upgrade with an additional charge of €300. I did not request a better car!The station manager, Mr. Derek, informed me that this car upgrade (Car/Vehicle Upgrade) would not be charged. He mentioned that the charge on the receipt was a system error and assured us not to worry and to enjoy our trip. He also said that he had already contacted the branch manager, Mr. Ryan, via email regarding this matter.Now, I see on my AMEX statement that this car upgrade has been charged.I was at the location with a friend who also rented a vehicle. He received a Peugeot 5008, although he had also booked a VW Polo. We both made our bookings in advance through Booking.com. He was also charged an upgrade fee of €181.60, despite Mr. Derek explicitly telling us that it would not be charged and that it was a system error!Furthermore, I find it incomprehensible why €300 is being charged for a compact car, while €181 is being charged for a mid-size car.This was our first visit to Ireland, and we wanted to remember it positively! We were in a foreign country with family and child. Our accommodation was in Caherciveen, about 1 hour from Kerry Airport. We were dependent on the rental vehicle and had to trust Mr. Derek, and this is what happened!The most outrageous part is that when we returned the vehicle, we mentioned it again, and Mr. Derek once more reassured us not to worry. To ensure we could fly back without concern, he gave us the business card of the branch manager, Mr. Paul Ryan. However, the email address provided does not exist. This is absolutely unacceptable!Relevant parties such as AMEX, Booking.com, and Hertz Ireland have already been contacted!
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