I got my money refunded!!
We arrived at the Marriott Hotel in Orlando Florida to pick up our pre paid for rental car. Our flight was a couple of hours late arriving due to mechanical problems. We did arrive at her office within the Marriott Hotel at 5:50 to find that the lady already had left for the day!!!! We also called her phone when we arrived at the Orlando airport to give her a heads up that we are on our way but she never answered her phone. We called many numbers that we could find to figure this out. We did understand that there wasn't anything they could do until they talked with the lady in question. We took yet another cab to the motel we were staying at for the night. We finally got a hold of the gal in the morning. First she was a little apologetic saying she would call me back in a while. She did finally call me back and said that she was at her desk until 6:00 p.m. I told her that that wasn't the case because we were there at 5:50 and were told from another disgruntled customer, that she had left at 5:45! She rudely said that there wasn't a refund or car and too bad for us. She then said that since we were two hours late picking up our prepaid car we were just out of luck because we were more than two hours late, we had no recourse. She stated that this was the policy!!!! We asked to speak to a manager, her reply was to call the 800 number that we had called in the first place. We did call that number and filed a complaint against her. They stated that they could see if they could find me a car or if I wanted, I could file a complaint against her. We chose the later!! Another cab fee to our condo for a total of $148.00 in cab fees. Our vacation resort did help us find a car, we were so grateful. I'm just surprised that a respected company, Hertz has such a rude person with their name behind them. On a side note, her office was a complete mess!! I don't think it had been vacuumed in quite awhile!!