This is my rental experience with Thrifty Hilton Jumeirah in Dubai. Please read this so you will know how they work.
During our holiday in Dubai we decided to rent a car. Thanks to our hotel (Hotel Grand Excelsior) they could arrange a car rental with one of your branches (Thrifty Hilton hotel Jumeirah)
So we decided to do that and we rent the car from November 12th till 14th. Everything went well, an employee brought the car and we made an agreement that we had to return the car on November 14th at 12 o'clock (in stead of 10 o'clock). We also decided to rent a GPS and that was no problem.
On November 14th we didn't have enough time to refill the fuel so the fuel gage stripe was only 1 stripe below how we got it. But we didn't want to pay for an extra day (if we would refill the fuel we would be back after 12) so we decided not to tank.
At 11.57 o'clock we arrived at the hotel, just like the agreement we made. But the employee wasn't there so the man from the hotel who arranged this all for us (Josh) called to the branch. They said that they would be there soon. After 45 minutes of waiting no one was there so Josh called again. Again they said they would be there soon. Meanwhile it was 13.30 o'clock and we were waiting for 1, 5 hours (!!!)
We decided to give the money (660 AED) to Josh, so we could enjoy our last day in Dubai.
When we came back in the evening I saw that I received an email from Thrifty. It was the bill with an amount of 600 AED. Kind of strange the GPS of 60 AED wasn't on the bill, but I knew I needed to pay for it so I didn't give it any attention.
But when we came home I received an email with the following text: your MasterCard has been charged 280 AED for the following: rent and SDW. I was confused, so I immediately sent an email to Thrifty Jumeirah. They respond that they didn't take any money and that they were sorry.
But when I checked my account I saw that they charged 110 AED. So again I mailed them and they said 110 AED was 60 AED GPS and 50 AED salik (toll road) charges. I could understand the 50 AED. But why should I pay for 4 days GPS if I only had it for 2 days?
They also sent me a summary of the costs :
Rental: 245 * 2 = 490aed
Insurance: 35 *2 = 70aed
Collection Charge = 20aed
GPS: 30*2 = 60aed
Salik Charges = 50aed
Fuel Difference = 20aed
Total = 710aed
I was surprised so I decided to call Josh and he would call the company about the 60 AED. Then I received an email from Josh:
“Hi! My apologies for the overcharge.
I have talked to the person in charge, and he will be refunding AED 60 to your account SOONEST POSSIBLE.”
Well, I could live with that but unfortunately this wasn't all because on December 2th I received an email:
Your master credit card xxxx xxxx xxxx xxx5 has been charged AED 280 for the following:
I couldn't believe it! Again they took money from MasterCard? Just like they did before? And also the reservation of 1000 AED was still on my credit card. I started to become impatient. So AGAIN I wrote an email. On December 3rd Josh talked with the managers and he wrote me an email about that:
“Good morning. I tried to call you but the phone went to answering machine, I went to the car rent and met with the managers, I told them about the disappointment they have caused and they should have by now refunded the money AED 280 back to your account. They have released the blocked amount and please check your credit statement.”
And I also received an email of one of the employees from Thrifty:
As discussed now, refund is processed and finally you can see the amount reflected in one week to maximum 10 days time.
Thank you for your patience!
Thrifty Car Rental”
I wrote him back to say that I was happy that I would get my money back but It really bothers me that when I wanted to return the car that I had to wait for 1, 5 hours for someone from the company and because of that I couldn't refill the fuel and now I'm paying the price with 20 AED extra for the fuel difference and waiting for 1, 5 hours.
He answered with that with a maximum of 10 days I would have my 280 AED back and about the fuel difference a policy is.
But in my opinion you shouldn't treat your customers like this. Since when is it ok to let your customer wait for 1, 5 hours.. Not even apologize about that, charge the GPS for too many days, charge an extra day of renting (2 times).
And besides all that till this day (January 3rd) I am still waiting for my 60 AED and my 280 AED refund !!!
So please look out! I also called the headoffice of Thrifty (located in the USA) 2 times and im still waiting for answer of them.