On December 14, 2025, my spouse and I booked a vehicle in the Special category through a rental platform, scheduled for pickup on December 23, 2025, at an airport in California. Upon reaching the rental counter, we were unexpectedly told that the security deposit and insurance fees could only be processed with a credit card from a U.S. financial institution. As Brazilian citizens visiting the U.S. for about a month, we had not yet obtained a local credit card. This requirement was not mentioned during booking, nor was it clearly outlined in the terms provided. Previously, while renting from another company, my international credit card was accepted without issues. The lack of prior notice caused significant financial and emotional stress, as we had confirmed hotel bookings in Lake Tahoe and had planned this trip to fulfill a personal dream. We were forced to cancel the vehicle reservation, disrupting our well-organized plans. We have completed the cancellation process but are still waiting for our refund, which adds to our feeling of helplessness and disrespect as consumers. Changing policies without notice, especially regarding international credit card use, is a serious breach of the duty to inform, violating consumer rights and customer expectations. While the in-person service from the rental employee was friendly, they could not provide a solution due to internal constraints, which does not absolve the company from properly disclosing reservation policies. Overall, I am deeply dissatisfied and frustrated with how the reservation process was handled, leading to logistical, financial, and emotional losses, as well as disappointment for a trip of great personal significance.
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