Very negative experience
I made a hotel reservation through Booking.com, and during the booking process I was offered the option to add rental cars. I therefore booked two cars through Booking.com, both in my husband's name and using his credit card.
For the second car, I also selected the option to add an additional driver. During the booking process, I was offered additional insurance, but this was clearly presented as optional, so I declined it.
When we arrived in Italy at Fiumicino Airport to collect the cars from Ecovia, they refused to give us the cars unless we paid for the additional insurance that we had previously declined. This insurance had been presented to us when booking through Booking.com as optional and not mandatory.
After a long discussion, they eventually agreed to give us one car without the additional insurance. However, they gave us a different car from the one we had booked and even received confirmation for from the rental company.
The second car was not provided to us at all because we refused to purchase the additional insurance.
We therefore expect Booking.com to investigate this matter and refund us the full amount paid for the second car, which the rental company refused to provide. We would also like you to investigate why we were given a different vehicle from the one confirmed in our reservation and why the rental company required us to purchase additional insurance that was presented as optional during the booking process.