The incident at the airport was not a mere error or an "inventory issue"; it was a calculated bait-and-switch tactic executed under the brand's name. Upon arrival, we checked in at the counter and were instructed by an employee to find a woman with a sign for shuttle transport to the rental facility. We were traveling with our baby, my elderly mother-in-law, and all our luggage. Once outside, the employee confirmed our reservation but shockingly informed us that no vehicles were available. This was unacceptable, especially since we had a confirmed reservation and membership status. When we pressed for answers, the representative offered inconsistent excuses, claiming our reservation might have been canceled because we booked through a third party or hadn’t prepaid, which isn’t standard for rentals. Meanwhile, another couple checked in and boarded the shuttle without issue. The representative then inquired about our payment and insurance options, which seemed irrelevant unless they were manipulating prices. Shortly after, she brought over someone from a different agency under the same umbrella, who offered a vehicle at a rate over four times higher than our reservation. This is clear consumer deception. When we asked to be taken to the office to speak with a manager, the shuttle was denied, forcing us to either accept the inflated rate or risk being stranded. She even lied, claiming she would be fired if we boarded. We eventually took an Uber, which was complicated by airport restrictions. Upon arrival, our name was displayed as Hertz President’s Circle guests, despite being told our reservation was canceled. The employee could not find our reservation and later confirmed it was canceled without explanation. I managed to book a backup reservation on the website, securing the same price, and presented it to the employee, who then agreed to provide a rental car, albeit after charging my credit card again. Three hours after landing, we finally received the rental car, which was dented and not cleaned properly. Thankfully, they didn’t try to upsell additional insurance, or I would have disputed that as well. This experience involved: * False advertising * Bait-and-switch tactics * Misrepresentation of availability * Coercive consumer practices. It’s shocking that the brand allows its name to be associated with such unethical behavior. I strongly advise against using this service at the airport. If you choose to book here, be prepared for your reservation to mean nothing and face extortionate prices upon arrival.
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