Forced car rental upgrades?

[chriselliott]

I'm working on a story about car-rental upgrades. I'm wondering if anyone has ever had the following experience:



- You arrive at the car rental location. You're told by an employee that your car is unavailable.



- You're given two options: 1) wait for several hours until a car in your class arrives or 2) upgrade immediately for only x dollars per day more.



If this has happened to you recently, I'd like to talk with you. You can contact me at chris@elliott.org or by phone at (407) 699-9529. My deadline is Thursday, March 24 at 3 p.m.



Many thanks,

[Michelle Espinosa]

Originally posted by chriselliott@Mar 24 2005, 06:47 AM
I'm working on a story about car-rental upgrades. I'm wondering if anyone has ever had the following experience:
- You arrive at the car rental location. You're told by an employee that your car is unavailable.
- You're given two options: 1) wait for several hours until a car in your class arrives or 2) upgrade immediately for only x dollars per day more.
If this has happened to you recently, I'd like to talk with you. You can contact me at chris@elliott.org or by phone at (407) 699-9529. My deadline is Thursday, March 24 at 3 p.m.
Many thanks,
153

Elliott,



I am being forced into a hotel upgrade (to the tune of $350!)

I the website: SkyAuction.com, where I bid on, and won a week stay at the ALL-INCLUSIVE Allegro Cozumel by Occidental. On July 13, I paid in full for the stay and they sent me a confirmation for our requested date of August 17-24.

Days later the eye wall of Hurricane Emily passed directly over our resort leaving it closed for damage repair until November 1.

After calling for a week to see what they would be willing to do, this is their reply:


“Re: Fulfillment #610146, Item #1015313

The Allegro Cozumel by Occidental will be closed until November 1, 2005 due to damages from Hurricane Emily. Currently we are offering the original auction upgrade to the Grand Cozumel For an additional +$25.00 per person per night. Booking subject to available space. If you are not traveling, we are offering a non-refundable Skycredit redeemable on a future winning auction less $15 processing fee.”



My husband and I have already requested the time off from our respective employers and our airfare is paid for and non-refundable at this point so they have us at their mercy. Should we have to pay an extra $350 to have a room at the more expensive property? What should I expect from them? The redeemable credit is useless since we can only afford to vacation once a year and this is it.



PS

They sent us this reminder of their policy-- per our site Terms and Conditions, please note you will no longer be able to change this confirmed reservation, and the auction is nonrefundable.



Your opinion is greatly appreciated, I don't want to act like a baby, yet I don't want to be screwed either.



Michelle Espinosa

tri-pactconstruc@qwest.net

[tdew]

On Car rentals, what has happened a few times is that the clerk asked wouldn't you rather have a ___? for just a little bit more? When we refused and said we just wanted the one we reserved, it turned out that they didn't have that model...
but the upgrade didn't cost anything more than the original quote.

I've never had to pay for a higher class car.

[joyceandrews]

On the hotel issue you can do one of 2 things. Either pay the additional for the Grand and I do think it is worth it or see if SkyAuction can rebook you at a cheaper hotel.

[jfrenaye]

I would be willing to bet that there are some terms and conditions at SkyAuction that says that once you click it you own it and there is no further responsibility on their part.

Your air tickets (although non refundable) are re-useable less a service fee--typically $100 each for a year. I bet if you pleaded your case with the airline they might waive the fee to allow you to travel at a later date.

[DCTravelAgent]

"You're given two options: 1) wait for several hours until a car in your class arrives or 2) upgrade immediately for only x dollars per day more."

Chris - I've never had this happen and I don't think I've ever heard anything like this from a client. My experience, and that reported by clientele, has been "Oh. We have not Compact Cars left, would you like to take and Intermediate?" "At the same cost?" "Then yes, I would."

On the SkyAuction thing - do I understand that the resort took so much damage that it will not be open during the period you wish to be there? I would say that if this is the case SkyAuction should actually be refunding as they can not provide the service that was purchased.

Now - in our Agency - and those all over the country - we have worked hard to re-accomodate all our clients who are finding that the resort they planned to stay at is closed/damaged because of Emily. This dearth of service is a chance you take using such engines as SkyAuction. Please think about working with a Professional Travel Agent next time.

[mercwyn]

Originally posted by DCTravelAgent@Aug 4 2005, 08:07 AM
"You're given two options: 1) wait for several hours until a car in your class arrives or 2) upgrade immediately for only x dollars per day more."

Chris - I've never had this happen and I don't think I've ever heard anything like this from a client.* My experience, and that reported by clientele, has been "Oh.* We have not Compact Cars left, would you like to take and Intermediate?"* "At the same cost?"* "Then yes, I would."

On the SkyAuction thing - do I understand that the resort took so much damage that it will not be open during the period you wish to be there?* I would say that if this is the case SkyAuction should actually be refunding as they can not provide the service that was purchased.

Now - in our Agency - and those all over the country - we have worked hard to re-accomodate all our clients who are finding that the resort they planned to stay at is closed/damaged because of Emily.* This dearth of service is a chance you take using such engines as SkyAuction.* Please think about working with a Professional Travel Agent next time.
6314


I have had a number of clients over the years arrive at car rental locations only to be informed that the class of car wasn't available and that they could have "X" for only so many more dollars per day. Thrifty in Denver tried this on me once. I had a "guaranteed reservation" for a midsize car. When I arrived I was given a choice of either a full size van or a convertible and both at a higher rate then what I had reserved. I refused both and insisted that I be provided with a vehicle at the rate reserved. Eventually I got the convertible for my mid sized rate. In my experience many of the car company employees are paid a commission on upgrades and insurance sales and thus are more inclined to try to charge the customer more money.

[agentplus]

I also have had the "next size larger for X $" and I always say, NO. I will take what you have at no additional cost, thank you.

One time, the car rental agency actually changed the booking. As we were on our way to the car lot, I was reading the agreement and it said "Midsize Car" and it said "Mitsubishi Mirage". Apparently their computer allows all kinds of stuff happen. I said, NO, That is not a midsize car and I want a midsize car....turned out they were out of Midsize and had only full and compact size left and we got a full size car, at no additional cost. Those of you in this industry know which company it is.

As to the hotel issue. We worked for 2 days during the hurricane to rebook people. Some were even sent to PVR for their trip. We were able to take care of all of them at no additional cost or with a refund (in the case of less cost). We even shifted a wedding from Cancun to Las Vegas (th couple really wanted to get married). That was definately a refund.