This is in regards to a trip booked on the Capital One Travel website - Hertz 5 day rental for an SUV from ATL airport on Sunday evening 7:30pm, Dec 31, 2023.. I have Presidents Circle status via my Capital One Venture X card. I newly created a Gold Plus Rewards account and was able to upgrade my account to Presidents Circle.

I checked into the Hertz Gold Plus desk, the agent checked my Drivers License ID and credit card, then told me to select a car from the Presidents Circle lane. I was traveling with my family so also rented two car seats. After loading all of our suitcases and installing the car seats, we proceeded to exit the parking garage.

At the exit gate, the agent there re-checked my ID and credit card then, after 20 mins, told me there was an issue with my reservation and I had to go back to the reservation desk. This meant backing up and having to drive into the parking garage.

Once I got to the Hertz Gold Plus Desk, the agent told me I could not rent a car because I am on a “Do Not Rent” list. I found this shocking, especially as I was not told there was any issue at the desk prior to getting into the car or checking my ID. Furthermore, I had just rented a car with Avis in SFO and dropped it off the same day, Sunday morning Dec 31. I escalated to the Manager on duty and she did not offer any alternatives, rather to phone the “Do Not Rent” number. The issue is that the hotline was not open Sunday evening, hence there would be no way for me to rent a car with Hertz that evening! I was even told the Do Not Runt list was not just Hertz specific, rather I would also be on the list on other companies.

I then had to unload all of our luggages and kids from the car seats and had to find an alternative. I then proceeded to other rental car desks and found a solution with SIXT. They offered me an SUV and I had no issues renting the car from them. We finally exited the car rental parking garage, almost 3 hours later, and headed to our destination - no issues on any Do Not Rent list.

Questions:
1. Why was I put on this Do Not Rent list?
2. Why was I not informed about this Do Not Rent list when checking in?
3. How do I get removed from this Do Not Rent list?
4. What will Hertz do to compensate for this disappointing Presidents Circle customer experience?

Thanks in advance