Hertz Kuwait Refused My Rental and Kept My Money Due to Hidden License Requirement

I booked a rental car from Hertz Kuwait through the intermediary platform Carla. Upon arrival in the country, I was told that my existing license was no longer valid and that an international driver’s license was now required. However, this requirement was not clearly stated anywhere on the reservation page during booking.

Despite the fact that this change invalidated the agreement, they refused to cancel the booking and would not allow us to proceed with the rental. Worse yet, they did not refund the payment, even though we were never handed the vehicle.

Later, I was told we could rebook using a Qatar driver’s license and our valid residency status, which should have been acceptable. Still, the Hertz representative denied the rental again, making it impossible for us to retrieve what we paid for.

I’m requesting Hertz corporate headquarters to urgently investigate this situation. Customers should not be misled with incomplete information during booking and then penalized for a policy that was never disclosed upfront. I demand a full refund for the unused reservation and better transparency for all future renters. This must be resolved immediately.