I had an incredibly disappointing and frustrating experience with a car rental I booked through KAYAK, and I feel compelled to share my story to warn others.I booked a car with SURPRICE CAR RENTAL through KAYAK, and the problems began immediately. Despite paying through KAYAK, when I arrived to pick up the car, SURPRICE CAR RENTAL claimed they had not received the payment. I contacted them multiple times—four or five times, in fact—and even had the border police reach out on my behalf. Every single time, they insisted they hadn't received the payment.The situation got even worse when SURPRICE CAR RENTAL drove us to a remote location far from where we were supposed to pick up the car, only to tell us that no small cars were available. They offered no substitutes or alternatives, leaving us stranded in the middle of nowhere without a vehicle. We had already paid for the rental, so this was completely unacceptable.But what really adds insult to injury is KAYAK’s complete lack of support. Despite reaching out to KAYAK to help resolve this issue, I received no assistance. As the platform that facilitated the booking and processed the payment, KAYAK should have ensured that the payment was securely transferred to the rental company. Instead, I was left without a car, no support, and a severely disrupted travel plan.This experience was nothing short of a nightmare. I strongly advise anyone considering using KAYAK to think twice, as their lack of accountability and customer support has caused me a great deal of stress and inconvenience. I expected more from a company like KAYAK, but unfortunately, they failed to deliver even basic customer service in this situation.
