Hertz Brussels Airport Refuses Service to Prepaid Booking.com Rental Over Flight Requirement

I booked a rental car from the Hertz Brussels Airport office via Booking.com. For this booking with Booking.com reference number 739469376, I paid €81.83 upfront through Booking.com, and the rental dates were scheduled for May 28–31, 2026.

When I arrived at the Hertz office at Brussels Airport to pick up the vehicle, the agent on duty refused to hand over the car, stating that I must have arrived at the airport via a flight in order to pick up the vehicle; otherwise, they could not release it. This restriction was not clearly or understandably specified during the booking process, nor did I receive any warning that this condition would completely prevent me from taking delivery of the car. Furthermore, the agent's communication style was extremely rude and dismissive; instead of being solution-oriented, they merely repeated this rigid rule in a harsh manner.

As a result, I was unable to receive the service and was forced to cancel the reservation. Even though I never used the vehicle, no refund was issued. Denying me the vehicle based on a restriction that was not transparently disclosed during booking, combined with withholding my payment, is neither fair nor customer-centric.

I demand that Hertz review this situation, conduct the necessary evaluation regarding the employee's behavior at the Brussels Airport office, and issue a full refund of the €81.83 for this reservation where service was not provided. As a customer, I expect clear, transparent, and respectful communication regarding rental terms and restrictions.