When I arrived at Cebu airport to pick up my car, I was told that the Toyota Hilux I booked was unavailable. Instead, they offered me a Suzuki Jimny 5-Door. I was a bit stunned and thought, "This is nothing like the car I booked!" I immediately contacted the platform's customer service and explained the situation. They listened and started handling the issue right away, saying they would communicate with the car rental company to resolve it. Although I felt a bit worried, their attitude reassured me. Later, they informed me that the car rental company couldn’t offer a price difference refund, but the platform managed to secure a 10% rental refund for me. The process was a bit bumpy, but the customer service kept following up, making me feel the issue was always taken seriously.
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