Ask for the written refusal reason, the booking terms relied on, confirmation of whether the rental was supplied, and a refund of any charge for a vehicle you did not receive.
Write down the counter facts
Reservation disputes become messy because several companies may be involved: the rental branch, a broker, the booking platform, and the card provider. Start with the simplest question: did the customer receive the booked rental, and if not, why was money kept?
Evidence to collect
- Booking confirmation, prepaid voucher, terms, and cancellation policy.
- Names or job titles of staff who refused the rental, if available.
- The stated reason for refusal, such as license, payment card, driving record, age, ID, or availability.
- Any written promise of a refund from branch staff, broker, or customer service.
- Card charges, pending holds, cancellation fees, and broker invoices.
- Receipts for replacement transport if the refusal left you stranded.
What the complaint should ask
- Confirm in writing why the reservation was refused.
- Identify the contract term or policy used for the refusal.
- Confirm whether the rental company or broker considers the booking fulfilled.
- Refund any rental amount, fee, or deposit for a vehicle that was not supplied.
- Explain any amount the company says it can keep despite the refusal.
Broker booking or direct booking?
If you booked through a broker, write to both parties. The rental company can explain why the branch refused the car. The broker can explain why it kept payment or whether it agrees the rental was not supplied. Keep both threads factual and avoid letting each side send you in circles.
If the refusal followed a dispute about separate insurance, a large security deposit, or supplier protection offered at the counter, use the counter insurance guide to record the policy type, pickup-location terms, attempted authorization, alternatives offered, and no-show code.
If you accepted a smaller or lower-class vehicle and the original price remained, use the rental car downgrade refund guide. That complaint compares what was booked with what was supplied rather than treating the whole rental as missing.
If you completed one rental but both the broker and rental company took payment, use the rental car charged twice guide to trace the prepaid voucher, supplier credit, counter agreement, final invoice, and two card entries.
When a chargeback may be relevant
If you paid by card and did not receive the rental, ask your card provider what evidence is needed for a transaction dispute. Usually that means booking proof, refusal proof, refund requests, and the final invoice or charge.