I would not recommend this company to anyone.It used to be my go-to option for car rentals, but after my last experience I will never use them again.I had reserved a car through Hotel and Cars for my summer vacation. When I arrived at the airport, I was shocked to find an A4 paper taped to the Thrifty/Hertz door stating that in order to rent a car you needed a plane ticket. I live near the airport and have rented cars there before (through other companies) without any problem. This requirement was never disclosed during the reservation process.Still, I went inside, thinking it wouldn’t be an issue since I had a confirmed booking. The staff were completely inflexible and said it was “their policy.” They even admitted that this had happened with other customers, and told me to call Hotel and Cars to switch to another company.That’s when the nightmare with customer service began. I spent 50 minutes on hold only to be told they had to “check with IT” and would call me back in 30 minutes. The call never came. I called back three more times, only to hear scripted answers and even had one agent fake “bad connection” to hang up on me.Even the customer service team didn’t know about the plane ticket requirement. After hours of escalation, their final answer was that “the fine print” allows companies to request additional documentation. But a hidden clause that can completely invalidate your reservation is unacceptable.Because of this, I lost my reservation, wasted hours on the phone, and had to delay my trip by a full day. I ended up paying an outrageous last-minute price for another car just to avoid losing the rest of my accommodations.Summary: Hidden policies, zero accountability, and useless customer service. What happened to me goes beyond “extra documentation” – it was effectively a scam. I strongly advise anyone considering this company to stay away.
Claim your business profile now and gain access to all features and respond to customer reviews.
