Aydin

I've been using this app for almost 2 years now, I've always been happy about it.

I had fully prepaid my reservation through Booking.com, including coverage, under a non-refundable condition. Despite this, the branch staff refused to deliver the vehicle unless I purchased additional insurance directly from them.

When I asked them to simply provide this policy in writing, they refused.

I was then pressured into signing documents without enough time to properly read them, and when I requested more time, I was told to go back to the end of the line after already waiting more than an hour.

I was initially told that the additional insurance would cost approximately 90 EUR, but I was ultimately charged 100 EUR due to a “Location Surcharge” that had not been clearly disclosed upfront.

Even worse, one employee behaved in an extremely rude and aggressive manner because I looked at her name on her badge, while another employee (who did not have a badge) refused to identify herself.

At this point:

Extra charges were forced under pressure
Written confirmation was refused
Important terms were not transparently disclosed
My 800 EUR deposit is still being held

To be clear: the problem was not just a small undisclosed surcharge.

The real issue was that I was effectively forced to pay an additional 100 EUR in order to receive a vehicle that had already been fully prepaid through Booking.com.

I was not given a realistic option to refuse:

If I declined the extra payment, they refused to deliver the vehicle.
If I cancelled, I would lose my prepaid reservation.
When I asked them to provide this policy in writing, they refused.

Under those circumstances, this did not feel like a voluntary purchase. It felt like customers were being pressured into paying additional charges they could not reasonably refuse.

Based on my experience, I cannot recommend this location to anyone. Even if you carefully review the booking conditions in advance, you may still find yourself being pressured into paying unexpected additional charges at the counter with no realistic alternative.

I booked and fully paid around $700 for a hotel via Hotels.com. The reservation was confirmed.

Later, the booking was cancelled without my request or consent. Within one minute, the exact same room was listed again on the platform for around $1,500, and it was still available at that higher price.

I contacted customer support multiple times and explained the situation to several representatives, but no proper solution was provided and the case was eventually closed.

Cancelling a confirmed and prepaid reservation and then relisting the same room at a much higher price is not acceptable. This experience caused financial loss and a lot of unnecessary stress.

Very disappointing experience with Hotels.com and Expedia Group. I expected much better customer protection from such a large company.