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How I recovered nearly €200 in wrong Car Rental charges – And How you can avoid the same mistakes

Over the past few years, I've personally experienced two separate incidents with major international car rental companies where I was charged additional fees that I firmly believed were incorrect.

8/7/20268 min read

Seven Simple Ways to Protect Yourself

After my experiences, I've developed a routine that I now follow every time I hire a vehicle.

First, photograph absolutely everything before leaving the car park. I capture the front, rear, both sides, roof (if visible), wheels, windscreen, interior, fuel gauge and odometer. A two-minute video walk-around provides even stronger evidence.

Second, repeat the same process when returning the vehicle. Many people only take photographs before driving away, but evidence from the return is just as important.

Third, keep every receipt. Fuel receipts, parking receipts, toll receipts and the rental agreement should all be retained until you're certain no further charges will appear.

Fourth, read every invoice. It's surprising how many people simply archive the email without checking it.

Fifth, question anything you don't understand. Ask politely for an explanation rather than immediately accusing the company of wrongdoing.

Sixth, keep all communication in writing wherever possible. Emails create a clear record if the dispute later needs to be escalated.

Finally, don't be afraid to challenge a charge if you genuinely believe it's wrong. Asking for evidence isn't unreasonable—it's exactly what any informed consumer should do.

What If the Rental Company Refuses?

If customer services reject your complaint, don't panic.

Most companies have an internal complaints process.

If that doesn't resolve the matter, consider contacting the company through the platform where you booked the vehicle, such as Booking.com, if applicable.

If you paid by credit card and believe you've been charged incorrectly, speak to your card provider about the options available. Depending on the circumstances and your card issuer's policies, you may be able to dispute the transaction.

The key is to keep your evidence organised.

Useful Resources

Before hiring a vehicle, it's worth reading independent consumer guidance. The following organisations provide useful information:

Booking.com Car Rentals Help Centre – information about bookings, vouchers and customer support.
European Consumer Centre (ECC-Net) – advice on cross-border consumer disputes within Europe.
Citizens Advice (UK) – guidance on consumer rights and resolving disputes.
Which? Travel – independent travel advice and consumer information.
Financial Ombudsman Service (UK) – information about complaints involving payment providers and financial services.
Your credit card provider – guidance on disputing transactions and raising chargeback requests where appropriate.

Always use the official websites of these organisations for the most up-to-date information.

Frequently Asked Questions

Can a rental company charge me after I've returned the car?

Yes. Charges for fuel shortages, damage, traffic fines, tolls or other contractual fees may be processed after the rental has ended. Always check your card statement in the weeks following your trip.

Is a cleaning fee always unfair?

No. If a vehicle genuinely requires exceptional cleaning because of excessive dirt, smoke, pet hair or spills, an additional charge may be justified. However, normal cleaning between rentals should already be part of the rental company's operating costs.

Should I keep fuel receipts?

Absolutely. A simple receipt showing where and when you refuelled can quickly resolve disputes about fuel levels.

What evidence should I collect?

Photographs, videos, receipts, booking confirmations, rental agreements, invoices and email correspondence are all valuable if you need to challenge a charge.

Is it worth disputing a relatively small charge?

Yes. Even modest amounts can add up, and if a charge has been applied incorrectly, it's reasonable to ask for an explanation or refund.

Final Thoughts

My two experiences taught me something surprisingly reassuring.

Neither dispute ended with an argument in court or months of legal correspondence.

Instead, both were resolved by remaining calm, presenting evidence and asking sensible questions.

In one case, a fuel receipt proved that the tank had been filled before the vehicle was returned.

In the other, simply requesting evidence for a specialist cleaning charge resulted in the rental company admitting the fee had been applied in error and issuing a refund.

The lesson isn't that every rental company is out to overcharge its customers. Rather, it's that mistakes can and do happen. Travellers who keep good records, review their invoices carefully and aren't afraid to challenge unexpected charges are in a much stronger position than those who simply assume every bill is correct.

The next time you hire a car, spend an extra five minutes taking photographs and keeping your paperwork. Those few minutes could save you hundreds of pounds—and ensure your holiday memories aren't overshadowed by an unexpected charge after you've arrived home.

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My First Experience – The Fuel Charge That Should Never Have Happened

A few years ago, I hired a car from Sixt while travelling abroad. Like most rental agreements, the vehicle had to be returned with the same amount of fuel as when it was collected.

Before returning the car, I deliberately stopped at a petrol station only a short distance from the airport and filled the tank completely. I even kept the receipt, something I always do out of habit.

A few days after returning home, I noticed an unexpected charge on my credit card.

According to the rental company, the fuel tank hadn't been full when I returned the vehicle.

At first, I questioned myself. Had I misunderstood the fuel policy? Was the gauge not completely full? But then I remembered I had the receipt.

I contacted customer services, explained that I had filled the tank immediately before returning the vehicle and attached a copy of the fuel receipt showing the date, time and location.

After reviewing my complaint, the company acknowledged the issue and refunded the fuel charge.

Had I thrown away that receipt, proving my case would have been much more difficult.

It was my first reminder that even large, well-established companies can make mistakes—and that keeping simple evidence can make all the difference.

The Portugal Rental – An Unexpected "Special Cleaning" Fee

More recently, I booked a four-day family holiday in Faro, Portugal.

The rental car from Budget was prepaid through Booking.com, making the booking process straightforward. My confirmation clearly stated the total rental price, and I expected that to be the end of the matter.

The holiday itself was fantastic.

We used the car responsibly, drove carefully, and before returning it we removed all rubbish from inside the vehicle. There were no food spills, muddy footprints, pet hair, smoking, or anything that could reasonably be described as excessive dirt.

Like most people, I expected the rental company to perform its normal cleaning before the next customer collected the vehicle.

Several days later, however, I received an invoice showing an additional charge for "Special Cleaning."

The fee immediately caught my attention.

Why would a perfectly normal family car require specialist cleaning?

I contacted the rental company and politely disputed the charge.

Rather than simply saying "I disagree", I asked them to provide evidence, including photographs taken at the return inspection and details explaining why specialist cleaning had supposedly been necessary.

Their initial response insisted that the charge was correct.

I replied again, explaining that the vehicle had been returned in clean condition, that we had removed all rubbish, and that normal cleaning between customers should never attract an additional fee.

A short time later I received another email.

This time, the company apologised.

They admitted that the cleaning charge had been applied in error and confirmed that they were refunding almost €93 to my credit card.

The corrected invoice followed shortly afterwards.

The experience reinforced an important lesson: never assume an invoice is beyond question.

Why Do Unexpected Rental Charges Happen?

Whenever stories like these appear online, it's tempting to conclude that rental companies deliberately add charges hoping customers won't complain.

The reality is probably more complicated.

Large international rental companies process thousands of rentals every day across hundreds of locations. Vehicles are inspected by different staff members, invoices are generated automatically, and local branches operate under significant time pressure.

Administrative mistakes happen.

Inspection standards can vary from one employee to another.

Data can be entered incorrectly.

Automated systems can apply the wrong billing codes.

Whatever the cause, consumers shouldn't simply accept every additional charge without checking it carefully.

The good news is that companies will often reverse incorrect charges when customers present clear evidence.

woman in blue denim jacket standing beside silver 5 door hatchback during daytime

The Most Common Charges Travellers Should Watch For

Fuel Charges

Fuel disputes are probably the most common post-rental complaint.

Some companies operate a "full-to-full" policy, while others use "like-for-like." Even a small difference in fuel level can sometimes trigger a charge.

Always refuel as close to the return location as possible and keep the receipt.

A simple receipt showing the date, time and amount purchased can quickly resolve many disputes.

Cleaning Charges

Every rental company expects to clean vehicles before renting them to the next customer.

Vacuuming, washing the exterior and wiping surfaces are part of normal business operations.

Extra cleaning charges should generally only arise where the vehicle has been returned in an unusually poor condition—for example:

excessive mud throughout the interior;
large quantities of sand;
pet hair requiring specialist removal;
smoke odours;
stains from food or drink;
bodily fluids or biohazards.

If none of these apply, it's reasonable to ask the company to explain why additional cleaning was necessary.

Damage Charges

Even tiny scratches can become expensive.

Before leaving the rental depot, walk around the vehicle slowly.

Photograph every panel.

Don't rely solely on the employee's inspection sheet.

Modern smartphones make it easy to record dozens of high-resolution images in under two minutes.

A short video walking around the vehicle is even better.

Wheel and Tyre Damage

Many travellers forget to photograph the wheels.

Unfortunately, wheels are one of the most frequently disputed parts of a rental vehicle.

Kerb damage is common and can be difficult to prove unless you have photographs from collection.

Take close-up pictures of every wheel.

Windscreen Chips

Tiny stone chips are another common source of disagreement.

A quick photograph of the windscreen before driving away could save hundreds of pounds later.

Administration Fees

Some additional charges are entirely legitimate.

For example:

speeding fines;
parking penalties;
toll administration fees;
congestion charges.

Read the rental agreement carefully so you understand exactly what can be charged after your rental ends.