Hertz - S80 Prestige/Gold rental swapped for GLK350 - at nearly 2x the price

For a last-minute trip to BOS this past weekend, I took advantage of Hertz's fall sale on Prestige rentals and booked a Volvo S80 for $57.99/day. Upon arrival I went to the Gold canopy and discovered that my S80 had been replaced with a Benz GLK sport-ute. Fine with me -- I'd never driven a GLK, and I only took the S80 because it was the last Prestige rental available for my dates -- except I didn't look at my receipt until today, at which point I noticed that my total rental estimate was $450. My original guaranteed total rate was $250.

My question is twofold: first, I know that Hertz doesn't guarantee make/model availability even for Prestige rentals, but my understanding was that they do guarantee category availability, and I was swapped a full-size sedan for a small SUV. Is this common, and if so, is it also common for the rate to double? I did a search on here and couldn't find anything about the latter, although I did see that some people ended up even with non-Prestige rentals when their reserved car wasn't available upon arrival. Second, am I screwed because I didn't notice the rate discrepancy until after leaving Logan? I still have the car and am returning it tomorrow - do I need to get a refund at the counter (and from what I've read on here it sounds like that often entails a lengthy wait), or can I do it over the phone with a Gold rep?

My question is twofold: first, I know that Hertz doesn't guarantee make/model availability even for Prestige rentals, but my understanding was that they do guarantee category availability, and I was swapped a full-size sedan for a small SUV. Is this common, and if so, is it also common for the rate to double? I did a search on here and couldn't find anything about the latter, although I did see that some people ended up even with non-Prestige rentals when their reserved car wasn't available upon arrival. Second, am I screwed because I didn't notice the rate discrepancy until after leaving Logan? I still have the car and am returning it tomorrow - do I need to get a refund at the counter (and from what I've read on here it sounds like that often entails a lengthy wait), or can I do it over the phone with a Gold rep?

First, yes, Hertz does guarantee make/model for availability on Prestige and Fun classes, that is part of the point for the program:

"The Hertz Prestige Collection is a unique line of superior performance vehicles that are make and model-reservable and come equipped with NeverLost in-car satellite navigation system."

Now that said, this is part of the problem with this program, overbooking still occur and the flaws in any fleet management program eventually fall apart and people end up with the car they didn't rent.

You may or may not be able to resolve the price issue on the phone, but honestly, I'd go speak to someone in person to correct the problem as you shouldn't have been charged a higher rate as long as you met all the requirements based on the quote you were originally provided (pick-up and return times are the same, used valid - and eligible discount count/coupon, etc).

Interesting that they gave you the GLK350 as it's not even listed as being available at BOS.

That being said I would ring them and tell them that you had a guaranteed reservation AND rate!

This one should be easily fixed and the lesson to be learnt here.

Take 5 seconds and check the rate on the contract hanging from the mirror is the same as what you have booked.

If not walk back inside and ask them to fix it!

The rate issue can be taken care of when you return. Just make sure that you get it taken care of BEFORE you leave and make sure you get a receipt. Whatever you do, don't board your flight and tell yourself you will take care of it when you get home otherwise it will take days if not weeks to correct.

Rate corrections are very easy to do up until 11:59 PM the day that you return. After 11:59, the revenue "closes" and then a manager has to fill out a form that has to be reviewed and go through tons of approval requests that usually need to be approved by very unhelpful people within the company.

This one should be easily fixed and the lesson to be learnt here.

Take 5 seconds and check the rate on the contract hanging from the mirror is the same as what you have booked.

If not walk back inside and ask them to fix it!

+1 after getting dinged with a SAT Radio and NL charge on a rental I didn't ask for them on. I always check the contract before I pull out.

Also once had someone else's contract in the car in the spot listed for me.

It's always easier to take care of before you leave with the car then it is after, but when you get back, you may have to go to the counter (the guy checking you in won't be able to help probably) and see if they can fix it for you.

It's always easier to take care of before you leave with the car then it is after, but when you get back, you may have to go to the counter (the guy checking you in won't be able to help probably) and see if they can fix it for you.

The instant return reps cannot correct rates. You will need to see someone at the counter and if they tell you that they cannot fix it then they're full of it and ask to speak with their manager.