387 Rentacar in Sarajevo Charged €1100 for Pre-Existing Scratch, Booking.com Unhelpful

For a three-day trip to Bosnia and Herzegovina, I rented a car from 387 Rentacar at Sarajevo Airport through Booking.com. I paid upfront via Booking.com, but upon arriving at the office, additional charges and insurance demands were presented. I declined the insurance, but they still took a €1200 deposit.

The night before returning the car, it snowed. When I returned it, the staff immediately pointed out a small, pre-existing scratch under the left door—clearly marked previously. Despite the car being covered in snow, they directed me straight to the scratch and asked if I had taken pictures beforehand, which I hadn’t. They charged €1100 for this minor scratch.

I reported this to Booking.com, but they required multiple documents, including the rental agreement PDF and invoice. Despite providing everything, there was no resolution. This feels like a setup, and I’m deeply frustrated with both 387 Rentacar and Booking.com. I’ll never return to Bosnia after this experience. Booking.com must address this issue and take accountability!