I Was Denied My Booking.com Volvo XC60 And Charged For Enterprise’s Wrong Car

On 04.11.2025, I arrived at Cologne Airport with a Booking.com reservation (no: 633443326) for a Volvo XC60 SUV for 6 days through Enterprise Rent-A-Car. Our flight landed at 10:50, and after passport control we reached the car rental desk at around 11:30. Despite arriving on the same day and meeting all the conditions in our reservation, the staff did not provide us with the reserved vehicle and also refused to give us any written statement explaining why the car could not be delivered. We requested an official report, but they did not prepare one. Instead, they offered us a vehicle in the W-T-ROC group, presenting it as a similar car. This car was smaller than the reserved SUV and had a manual transmission, which did not match our needs or expectations. They charged ₺21.048,87 to my credit card for this vehicle. When we saw that the vehicle was not suitable, we tried to cancel it, and they verbally told us that they had canceled, but they refused to give any written confirmation. Because of this, we cannot trust that the cancellation was actually processed, and we were left in a very uncertain situation. Because they effectively rented out a vehicle that they did not actually have and did not provide the car we had booked, we were forced at the last minute to rent another suitable car for ₺43.000. As a result, I suffered a financial loss of approximately ₺22.000 compared to what I should have paid, in addition to the stress and four hours of waiting at the airport. Since that day, we have been trying to resolve this issue only via email. Booking.com and Enterprise have been “reviewing” the situation for 27 days, but no clear solution or refund has been provided so far. I request a full refund of the ₺21.048,87 charged to my credit card for the unsuitable W-T-ROC vehicle, as the original Volvo XC60 SUV reservation was not honored and we were not given any written documentation at the location. I also request that my total loss of ₺22.000 caused by having to rent another car for ₺43.000 at the last minute be taken into account and compensated as part of the solution. Finally, I expect a clear explanation for why no report or written confirmation was issued despite our requests and for the additional costs and loss of time we suffered due to this incident.