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I can confirm all reviews and advice to copy my text to make an official complaint in Spain & your countryFormal Complaint – VOYAGE RENT Rental Agreement via ECONOMY Bookings of Vehicle SKODA Kamiq 0949 LSY I submit a formal complaint regarding the rental of vehicle provided by VOYAGE, booked via ECONOMY BOOKINGS from 26/12/2025 (20:00) to 5/1/2026 (15:00) at Valencia Airport1. Deviation from the Contracted Vehicle CategoryThe vehicle reserved was a Toyota RAV4. Upon arrival, VOYAGE provided a lower category SKODA Kamiq with over 65,000 km, in visibly poor conditionSeatbelt not working properly, headlights were not fixed and trembling so we needed to fix it ourselves. This constitutes a breach of contract, as no equivalent or superior category vehicle was supplied2. Absence of an Official Airport Office or StaffAt the time of booking, it was not disclosed that VOYAGE:• has no office, counter, or staff presence at Valencia Airport,• uses public parking for both pick up and drop off,• is closed after 19:00, making standard handover procedures impossible.This operational setup is not aligned with industry standards and was not communicated prior to payment.No check in & out document signed by me so nothing to blame the damage to us3. Irregular and Unsafe Pick Up ProcedureDue to the absence of staff, VOYAGE instructed us via WhatsApp to:• walk to a public parking area,• locate the vehicle using photos,• retrieve the key placed on a front wheel.This procedure is unprofessional, unsafe, and incompatible with standard rental protocols.4. Deposit IrregularitiesVOYAGE required a €1,200 deposit to be paid in advance via invoice, instead of placing a temporary hold on a credit card, which is the internationally accepted practice. We were informed that failure to pay this invoice one day before arrival would result in refusal to release the vehicle.This practice raises serious concerns regarding transparency and consumer protection5. Absence of a Vehicle Condition Report at Pick UpAt pick up:• No vehicle condition report (paper or digital) was provided• No such document was present inside the vehicle• This constitutes a professional omission and violates standard rental proceduresAs a result, only the customer possesses documented evidence of the vehicle’s condition at pick upTo mitigate this, we photographed all visible damage, including minor scratches, and sent these images to VOYAGE. Your sales department confirmed receipt, which constitutes acceptance of the documented condition6. Absence of VOYAGE Staff at Drop OffOn 5 January 2026 at +/- 13h10, we returned the vehicle with a full tank to the public parking area. No VOYAGE employee was present, despite this being within business hoursGiven that:• VOYAGE has no airport office,• no staff was present at pick up or drop off,• no condition report was provided at pick up,VOYAGE has no valid basis to dispute the condition documented by the customer.7. Post Rental Damage Claim and Withholding of DepositUpon returning in Belgium, we unexpectedly received a vehicle condition report dated 05/01/2026 at 18h40, claiming €2,100 in damages and stating that VOYAGE would retain the €1,200 deposit.This raises several issues:• The document was not provided at pick up, preventing us from verifying or contesting pre existing damage.• The damages listed correspond largely to those we photographed and reported.• Additional alleged damages were not present at pick up, nor documented by VOYAGE at that time.• After contesting the claim with photographic evidence, VOYAGE reduced the amount to €1,300, still exceeding the deposit.Given the absence of a pick up condition report, VOYAGE cannot substantiate any claim regarding new damage.8. Pattern of ComplaintsNumerous similar complaints are publicly documented on Trustpilot and other consumer platforms, indicating a recurrent pattern of deposit withholding and post rental damage claims.This further undermines the credibility of the claim made against us.9. Formal RequestI hereby request:• Immediate confirmation of the full refund of the deposit, and• Proof of transfer, to be received no later than tomorrow evening.Failure to comply will result in the initiation of formal complaints with the following authorities and organizations:Guardia Civil ValenciaPolicía Nacional – Valencia & AlicanteOCU – Organización de Consumidores y UsuariosEuropean Car Rental Conciliation Service (ECRCS)OMIC Valencia & AlicanteEuropean Consumer Centre Belgium & SpainECONOMY BOOKINGS regarding the practices & their liabilityMy lawyer in La Zenia & BelgiumConsumer review platformsCoordination with other affected customers to initiate collective actionFeel free to contact me

Date of experience: Jan 08, 2026