I reserved a 7 passenger SUV online the price was listed as 584 CHF, after traveling over 20 hours with my mobility limited mother in law, I was informed the cost to add insurance would bring the price to 2400 CHF. I should have known something was amiss because the counter person didn’t print or show me anything on a screen, he wrote some numbers on a piece of paper. One number telling us with just taxes and fees would be 1500 CHF and then the 2400 CHF for full coverage. There was no itemization for me to review until I was emailed my receipt AFTER signing. Most of the charges were legitimate, however the counter person included a 250 CHF “Upsell Fee” I am assuming after the fact that it was because they didn’t have the KIA or similar that we reserved so they gave us a Volvo. There was no discussion of an upgrade charge of any kind or any hint that they were charging us for something different than what we rented. Within 24 hours, after sleep and looking at the receipt they sent, I unsuccessfully attempted to contact them. I tried multiple times while on vacation to get someone on the phone or on the website chat with no success. We had to return the vehicle at 5:00a there was no one there at that time either. After almost 24 hrs of return flights, I still hadn’t received any indication that the vehicle was returned so I emailed the address on the original receipt, including my concern over the unknown upsell charge. 2 days later, I received an email acknowledging the return and telling me I needed to contact a different email with billing questions. I sent an email noting my concerns and 10 days later received a response that was basically- too bad you signed you’re legally responsible. My response was that I understood I signed even though the circumstances were not great but that it was their choice to stand behind the deceptive practices of their counter staff because as a private business they could choose to refund that upsell charge but they were choosing not to. There are many other options to rent from in Geneva, I wouldn’t choose a hertz related company.