EconomyBookings Marked Me as a No-Show Despite Showing Up on Time in Mexico

Let me briefly summarize what happened to me in Mexico:

In Mexico, I rented a full-size sedan from Europcar through EconomyBookings.com. I paid for the rental and insurance in advance, and I had all my reservation documents with me. When I arrived at the pickup location on time, they told me they did not have a vehicle in the same category and that they could only offer me an old and worn-out SUV, claiming that all other vehicles were sold out. I did not accept this and had to rent a car from another company after about two hours of struggle (going back to the terminal, running around with luggage at 4:00 AM because we couldn’t enter the arrivals terminal, trying to reach another rental company through security staff by phone, etc.).

To document the situation, I recorded a short video clearly showing the condition of the vehicle and submitted it to EconomyBookings, requesting a refund. However, I was told that I was marked as a “no-show”, meaning they claimed I never went to the pickup location, and therefore no refund would be issued. This is completely untrue. I arrived on time, saw that the vehicle was unsuitable, and had to rent from another company because I could not receive the service I paid for.

I contacted the company again, but despite having documentation and video evidence, I received a fully automated and dismissive response 30 days later, and my request was rejected once again.