Originally Posted by catharsis

I'm a recently-minted 5 star with Hertz but will be hiring rental cars for next 3-4 months solid at minimum so likely to make top-tier at whatever agency I choose to continue using.

I collected a car from one of the European airport locations where 5-star members are supposed to receive an upgrade where available. I reserved the category below what I really wanted as the upgrade should presumably have resolved this?

I asked when given the car whether I had been upgraded and was told that there was no availability of a larger car for anyone. I collected my keys and walked to my car. On the way to my car using the Hertz App I made (and cancelled) a reservation for a full size car starting immediately and lasting the length of my entire reservation, so the lady at the desk had flat-out lied to my face.

I'm a little irritated by the lack of upgrade, abut honestly more annoyed by being misled by the Hertz agent.

Should I do anything about this or escalate this matter in any way? (N.B. I need to call customer service in any case as the rate on my contract is wildly different from the rate I was quoted - the email confirmation clearly identifies CDW as being included, but the invoice/agreement is adding CDW again and the cost difference is in four figures!)