Booking.com Charged Me for a Hertz Rental That Was Unavailable

Dear Booking.com and Hertz Customer Service, I am writing to formally submit a complaint regarding a highly disappointing and unacceptable experience I had with a car rental made through Booking.com, fulfilled by Hertz at Basel Airport. Despite arriving at the Hertz office two hours prior to my scheduled pickup time, I was told that no vehicle was available—even though I had a confirmed reservation via Booking.com. I was then forced to accept a different vehicle at nearly three times the originally agreed price. This alone was highly unprofessional and unjustifiable. Booking.com had already charged my credit card approximately ₺5,000 at the time of reservation. Additionally, Hertz charged me again for the rental. To make matters worse, the replacement vehicle broke down in the middle of the city, and my family and I were left stranded for an entire day waiting for a replacement car. This experience severely impacted our vacation and caused significant stress and inconvenience. When I requested a refund from Booking.com for the amount they charged, I was met with irrelevant and false excuses, such as “you arrived late to pick up the car,” which is simply not true. I have provided all necessary documentation, including pickup and drop-off reports, clearly proving the timeline and facts. Despite this, my emails have gone unanswered for over a week. I am requesting a full refund of the amount charged by Booking.com for a service that was not provided, as well as appropriate action to be taken regarding Hertz’s unacceptable behavior and additional charges. Please treat this matter with urgency. If I do not receive a satisfactory response within 7 days, I will be forced to escalate this issue through consumer protection authorities and on public platforms. Sincerely, [mehmet erguc [Your Booking Reference B92142801 [mehmet***@hotmail.com