Booking.com Didn’t Warn Me My Rental Would Be Canceled After 15 Minutes of Delay

I booked a rental car through Booking.com from Naples Airport, scheduled to be picked up at 8:00 p.m. Unfortunately, my flight landed slightly late and passport control took longer than expected. I arrived at the rental counter around 8:30 p.m., and after waiting another 20 minutes in line, I was told my reserved car was no longer available.

The rental company said they only hold cars for 15 minutes past the reservation time, something that was never mentioned on Booking.com during the reservation process. Instead, I was offered a higher-end vehicle—but only if I paid an extra €640, which I was forced to accept because I had my children with me and couldn't wait any longer.

I contacted Booking.com customer service, but they were completely unhelpful. I also emailed them directly, and still haven't received any response.

I’m demanding a refund for the additional amount I was unfairly forced to pay due to Booking.com's lack of transparency. If I had been informed about the strict 15-minute hold policy, I would’ve planned accordingly. This experience was deeply frustrating and unacceptable. Booking.com needs to take accountability and respond to my complaint immediately.