That day in Marrakech airport the weather was a bit hot and I walked to the rental desk with my luggage. I was in a pretty good mood and just wanted to get my Dacia Sandero and start the trip. Things changed fast. The guy at the counter had a really cold face and his tone was not friendly. Every time I asked something he looked like I was bothering him. When I drove the car out of the parking area he suddenly said I needed to pay a fee. I was shocked and in my head I thought why do I need to pay for this. There were many people around and I did not want to argue there so I just paid it. On the return day I brought the car back to Marrakech again but一two days later than I first arrived. I washed the car outside before going to the airport and cleaned the inside as well. I felt kind of proud because the car looked good and I thought there would be no problem. The staff walked around the car and then said I had to pay a cleaning fee. I told him the car was already washed. He just lifted his shoulders and said this was their rule. At that moment I felt very angry and also a bit helpless. He was very tough and I was alone there so I did not know how to fight back. They took the money and I left. Back at my place I kept thinking about it and it just felt wrong. So I took photos of the receipt and my papers and contacted the customer service team from QEEQ. I was ready for a long fight and thought they might ignore me or tell me it was my problem. It was not like that. The person on the line talked to me in a calm and patient way and asked me step by step what happened which fee I paid at the parking exit and which fee the rental company charged later. It felt like someone was really listening to my story and to my bad feeling. They did not ask me to do some crazy process. They just made sure the amount and the situation were clear and told me they would try to fix it and keep following my case. I felt much lighter in my heart because now I was not alone against the rental company. Later they told me they would pay me back the money that was taken for the parking exit and the cleaning. The amount was a bit over one hundred Moroccan dirham so not huge but it meant a lot to me. It made me feel cared for and respected after the cold face at the counter. When I think about this rental now the experience with the rental company was pretty bad but the support team really saved it for me. Their follow up and help turned something unfair into something I could accept and I did not end up losing money for nothing.
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