Dear DoYouItaly Customer Service,
I am writing to formally request your assistance and the reimbursement of the amounts related to two separate bookings: DYI-220708880 and DYI-221385395.
I would like the two cases to be reviewed together, as the delayed refund of the first booking directly contributed to the problem I subsequently experienced with the second one.
1. BOOKING DYI-220708880 – €160.60
Booking details:
Toyota C-HR 5 doors, A/C, Automatic, Hybrid or similar
Total amount paid: €160.60
This booking was cancelled on 26 August 2026 after I discovered that the rental company required me to provide a return airline ticket in order to collect the vehicle.
This requirement prevented me from collecting the vehicle. I subsequently received confirmation that the €160.60 would be refunded and was informed that the refund should be processed within approximately 3–4 days.
However, I still cannot see the €160.60 credited back to my card.
I therefore ask you to urgently verify the status of this refund and provide me with confirmation of the refund transaction, including the date on which it was processed and, if available, the relevant transaction/reference number so that I can also verify it with my card issuer.
2. BOOKING DYI-221385395 – €446
The following day, 27 August 2026, because I urgently needed a car, I made another booking through DoYouItaly, this time with Hertz Ravenna.
Before booking, I personally went to the Hertz office and made sure that there were no unusual requirements preventing me from renting the vehicle. I then made and prepaid the reservation through DoYouItaly, including the rental and additional insurance/services.
When I returned to Hertz to collect the vehicle, however, I was unable to complete the security deposit because my credit card did not have sufficient available credit.
A significant factor in this situation was that the €160.60 from the previous cancelled DoYouItaly booking had still not been returned to my card and therefore continued to reduce my available credit.
Hertz Ravenna handled the situation correctly and transparently. As the rental period had not yet started and the vehicle had never been collected, they cancelled the rental.
To be absolutely clear: the vehicle was never collected, the rental never started and no rental service was provided to me.
Nevertheless, out of approximately €446 paid for booking DYI-221385395, I have received a refund of only approximately €79, with the remaining amount apparently retained on the basis of your cancellation terms.
I am therefore asking DoYouItaly to reconsider this case and refund the remaining amount.
The practical result of these two consecutive bookings is that I paid substantial amounts through your platform, received no rental vehicle from either booking, remained without a car for two days, and had a significant part of my credit-card availability tied up while waiting for refunds.
I am not requesting anything unreasonable. I am asking you to review the actual circumstances rather than simply applying the cancellation conditions automatically.
I therefore request that you:
1. Confirm and complete the €160.60 refund for booking DYI-220708880 and provide the refund transaction details.
2. Review booking DYI-221385395 and refund the remaining amount paid, considering that the rental never started, the vehicle was never collected and Hertz Ravenna cancelled the rental before commencement.
I look forward to your prompt response and resolution of both bookings.
Kind regards,
Abdulkarim Khalifa
