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When you book with hotels.com (as I have done, happily, for many years, never an issue with the hotel reservations!) you are offered "special deals" if you book the car rental through the site. For the first time in Aug 2025 I did click this link and booked. I was given a booking at Economy Car rental in Pearson Airport. It was the worst rental experience of my long life. Terrible wait for the shuttle (gave up, took Uber to the rental office); long wait to speak to a staff member (other guests there literally having screaming matches with the staff who were condescending and rude to everyone); incomplete vehicle details on the contract, causing us concern about what our real charges would be, another long wait after the car was "assigned" to actually see the car. I just want to recommend that Hotels.com NOT use this awful middleman service (the booking emails came from cartrawler.com) as it erodes an otherwise good experience. The car booking is not tracked by hotels.com and no one offers a method of giving feedback. You have no recourse! I will never use Economy car rental again, and would never take 'advantage' of the linked deals again either.
Desired outcome: Hotels.com should survey car rental customers just as they do the hotel clients. You promote a service that is horrible and clients have no way to share feedback.
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