Booking.com Car Rental Refused in Berlin Despite Valid Reservation

I rented a car in Berlin from Enterprise through Booking.com. My reservation was confirmed, and with confirmation number 613279682, I headed to the pickup location to collect the car at 1:00 PM.

That day, I arrived at the pickup location at 1:30 PM. Due to heavy customer traffic, I had to wait in line, and it was around 1:45 PM when it was finally my turn. At that point, the staff member told me that my reservation had expired at 1:15 PM and was therefore canceled. However, on Booking.com, it clearly states that we have time until 1:59 PM. Based on this claim, they refused to hand over the car and demanded an additional payment from me.

During this process, a total of $460 was charged to me. In addition to this amount, I suffered further losses of approximately $690–$920 due to disruptions such as canceled plans, additional transportation costs, and extra accommodation expenses.

I tried to contact Booking.com multiple times, but I only received automated messages. For the past one week, no real solution has been offered, and no one has personally addressed my case.

I am requesting both a refund of the $460 that was charged to me and that Booking.com take my situation seriously, properly investigate the matter, and compensate for the losses I suffered during this process.

I also want this negative experience to be taken into account so that car rental transactions made through the platform are more strictly monitored in the future.