I was actually very excited about this rental. I booked it on QEEQ and planned to pick up the car in Mulhouse around the end of March, I think it was about the afternoon of March 26. I chose a BMW 5 Series or similar because I wanted a nice executive car, even if I was traveling alone. I thought the drive would feel a bit special. When I got to the Budget counter and heard there was no car like the one I booked, my mood dropped right away. They first told me they could give me an MG SUV. I told myself it was fine and at least the car would be bigger. Then they said that one was gone too. I was standing by the counter with my suitcase, feeling like I was being pushed around. I booked early and did everything right, but on the day it felt like I had no control. In the end they gave me a 2008 Mercedes. The car looked old and it was very different from the executive style I expected. I felt disappointed and also a bit angry. After I left I contacted their customer service team and explained the whole thing. I said very clearly that I felt the car was a downgrade and not the same level as what I booked. I was worried they would just brush me off. They kept checking on my case and asked what kind of solution I wanted. They also explained what the rental company said. Sometimes I got busy and replied after a few days, but every time I came back they still remembered the case and continued from before. I did not feel like a random new person each time, which made me feel safer as a solo traveler. We discussed the compensation many times. I did say I hoped for a bit more because I really booked it for a BMW 5 Series type car. At one point I thought maybe I should just give up and let it go. They did not get impatient. They kept talking with me and explained what they could really do. In the end they gave me a cash refund and some membership benefits, and that made the whole bad part of the experience feel more balanced for me. As someone who travels alone, my biggest fear is having a problem and no one really helping or listening. Even though the car I drove was not what I planned, the way the team followed my case and cared about how I felt made a big difference. I did not feel like I was fighting a big company by myself. I felt like someone was honestly trying to fix things for me, and that feeling of being looked after mattered more to me than the exact car model.
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