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| - We have always rented from Alamo because we simply like their business model, and better than average customer service. We have had good experience with all the Alamo centers that we have rented from for our travels so far, expect with this location at Las Vegas airport.
We rented the standard car for the duration of our trip, did the skip the counter as usual, and arrived directly at the parking garage to pick up the car. We were going toward the standard section when a young female employee came running towards us that let me see your reservation! this was the first time we had encountered such experience renting from Alamo, but we reluctantly handed her the papers for our reservation, and skip the counter ticket. Without saying a single word, she walked away from us very fast to reach her desk. We thought this was very strange and rude, and tried to catch up to her. When we reached her desk, she said I gave you an upgrade. We said we don't want one, but she said: "don't worry, see I put a stamp here that says free". we saw the red stamp saying "free code". We again explained that we do not need an upgrade even though it seems it is free. She insisted that we should not worry as this upgrade is free, and the reason she gave it to us, is that they don't have standard cars ready now (even though there were several cars parked in the standard section already).
We got the car and headed to the check out kiosk where the lady checked our skip the counter ticket, and gave us the contract and we proceeded to exit the garage. Before we go out completely, my husband looked at the paperwork and noticed that the total charges were completely different (~$50 higher in total charges) from our online booking price, and the reason was that they had charged us ~$20 more per day for the upgraded car type. Aha! so the FREE upgrade was clearly showing!
We parked the car there, headed back to the kiosk, and explained the situation, the lady said oh, don't worry about this, you will be charged what you booked, this is a free upgrade and the difference you see here must be because of taxes!! (even though that it was very clear from the breakdown that it was because of the change of price for the daily rate). We explained to her that we always pay exactly the price we book with Alamo online, and that it was clear from the breakdown that the higher charges came from the change they did to the type of the car booked (and claimed it to be a free upgrade).
When she realized that we had checked the breakdown in the contract and we were not leaving without resolving the issue, she started doing some typing in her system, and said you know what, you are right! they should have honored the price that you booked. She contacted the manager (Birgit) and did some more typing and at last, gave us a new contract that reflected the price we had booked online.
What a deceitful way to do business! We are not sure if the manager is aware about the shady ways some of her employees are trying to make more income for the center by pretending to give free upgrades and then charge the customers almost double for it.
If you are renting from this center, please double check the contract given to you before you are exiting the parking garage. if you feel rushed because you see a car behind you wanting in line to exit, just pass the gate at the kiosk and park in the area adjacent to it, and check the charges.
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