Bonjour,Voici ci-dessous la plainte déposéé auprès du service réclamation de l'opérateur de location de voitures en Espagne dénommé Doyouspain. Nous avons été trompés par un système de réservation dont les éléments dubieux sont expliqués en détail dans la lettre qui leur est adressée en anglais,En bref, au moment de la réservation, le site indique automatiquement une heure à partir de laquelle la réservation court. Si votre arrivée à l'aéroport dépasse de 6 heures cette heure indiquée par le système, la réservation du véhicule est annulée par Doyouspain. Or, l'heure indiquée n'influence en rien le prix de location à la journée. J'ai donc bien loué un véhicule pour une durée de 8 jours, quelle que soit l'heure d'arrivée. Or, à l'aéroport, je n'ai pas pu prendre possession du véhicule pourtant payé lors de la réservation, alors qu'il était pourant encore disponible dans le parking...La raison est que mon arrivée à l'aéroport a dépassé ces 6 heures de délai. La situaiton est d'autant plus dommageable que j'ai pris l'assurance Platinum fortement recommandée par DoYouSpain lors de la réservation, ce qui m'a occasionné des frais supplémentaires.Bref, je me sens laisé, et sans véhicule sur mon lieu de vacance, Je vous serais reconnaissant de bien vouloir examiner ma plainte et intervenir en ma faveur auprès de cette société sans vergogne. En vous remerciant d'avanceFrançois Chavalle 0495557817 Hello,Your contact center agent recommended me to send you this written complain.Here is the totally unacceptable situation I’m confronted with, explained step-by-step.- On 13/10, I rented a car via your company for 1 week in Spain, Reus, from 20/10 until 27/10. We came to Reus from Charleroi, Belgium, with a flight from Ryanair. - I paid 146 euros for 8 days of renting. I also subscribed for the platinum insurance service you use to promote on your website when hiring the car. I took it to avoid any issues. - When arriving at the Goldcar desk at the Reus airport, the guy could not find the reservation (here attached). He said he did not have any car booked on my name and asked me to wait to see whether he would still have a car after having served the other people in the cue… I paid for this car via your service. - After all the other customers served, he still had cars in stock he said. So I thought he had a solution. He asked me for 450 for the reservation ! - When investigating, the guy told me he understood the issue because the reservation had been canceled by DoYouSpain because of my late arrival at the airport. He looked at the order form that I shared with him and it was mentioned that the car was hired from 10h30, it was 20h…- I checked and can confirm that when booking the car on your website, the reservation hour is automatically set to 10h30, and there is no mention of the importance of mentioning the precise hour of the flight to keep the reservation. I paid for days, not for hours. I also made the exercise and whatever the hour mentioned, the price of the reservation does not change, so the hour has NO impact. - I tried to call your customer service during 1h from 20h15 to 21h20, I was put in the waiting cue without ever having the occasion to get someone over the phone. The call was even cut when being in the cue and I had to call back again. So my situation is the following, requesting an action, comprehension and compensation from your side:- I paid for a car and insurance I can’t benefit from. I feel trapped. I’m alone in Spain without car, which is blocking and unacceptable.- You have various serious issues from your side that require a solution for me or at least a compensation/reimbursement of the reservation fees.o Your internet website mentions an hour that does not impact the reservation fees, but you use that hour to your advantage to cancel a reservation and put the responsibility on the shoulders of the customer. o You have earned money without providing the corresponding service.o Your customer service is not reachable when you claim it’s open until 22h.o You cover yourself with procedures and conditions that are not honest, legal. I request understanding and empathy. o Your Goldcar partner commented to me that this situation happens very often with DoYouSpain, you are considered by them as not reliable and dishonest.o There was still a car waiting for me in the parking, but could not have it due to the unclarity of your service and totally inflexible rules. There is no reason for me not to get that car the conditions I paid for. I propose you 2 options:- You reimburse me the total amount of the booking as I don’t have the car I paid for based on days, not on hours.- You re-activate the reservation at Goldcar as from today or tomorrow (Saturday 21/10 or Sunday 22nd). I then potentially accept to lose 1 or 2 days of reservation. No more.As a loyal customer, (you can see that in my file), I expect to receive the service that corresponds to my payment.Any other consideration will be considered as a contract breach, and will generate the intervention of my layer, who I put in copy of this claim.
