I feel very aggrieved about a car hire experience with Green Motion which my wife and I had after picking up a vehicle from Birmingham airport at Easter. 

We thought it would cost us £154, which we paid in advance. But it ended up costing us double as I didn’t have a credit card. 

Then, on returning the car, we were told there were dog hairs on the seat. We don’t have a dog, and we didn’t give a lift to anyone with a dog. 

But they deducted a £96 valeting charge. Please help.

H.C., Birmingham.

Sally Hamilton replies: Ah, car hire. It drives me round the bend. What should be a simple transaction often turns into a game of cat and mouse, with firms finding ways to squeeze more out of customers. Whether it’s a charge for an extra driver, a child seat or an upfront pricey tank of fuel, there are traps aplenty for the unaware.

And drivers can’t relax even when the motor is returned. If they forget to refill the tank, there will be a stonking refuelling charge; if there is a scratch they didn’t notice, then the repair cost will come off the hire deposit.

But your case highlights just two of the fleet of customer frustrations when renting a motor: pricey excess insurance premiums and additional valeting fees.

Most hire contracts provide a certain level of insurance cover for an incident, but that won’t include the excess – the amount the customer must pay towards any claim. 

This can vary depending on country or location. My brother hired a car in Scotland last month and his excess was £3,000. Eek!

In your case, the amount was £400. Normally, a rental firm pre-authorises the excess on the main driver’s credit card and if the car is returned in one piece, releases the sum in 30 days. 

Hire firms can’t normally earmark the excess on a current account debit card as customers might overdraw. They prefer credit cards mainly because these give them peace of mind that they are hiring to a credit-worthy customer.

Because you didn’t have a credit card, your hire could only go ahead if you purchased Green Motion’s excess waiver insurance to cover your contribution of up to £400 in the event of a claim. Reluctantly you paid the £156 premium, at a stroke more than doubling your hire bill.

Many rental users take out standalone excess insurance, which is far cheaper than the policies pushed at the hire desk. Mine is about £50 a year.

I still must present a credit card when renting to cover an excess. The way it works is the hire firm taps the pre-authorised sum following any incident, leaving the policyholders to claim on their standalone policy for any sum deducted.

Ben Wooltorton, of insurer iCarhireinsurance, explains: ‘If you don’t buy the rental company’s excess protection, you’ll need to allow them to hold the excess or deposit during your rental – even if you have a policy from another provider.

‘But be aware that many only accept a credit card, not debit or cash, so it’s worth carrying a spare credit card to avoid using up your holiday spending money.’

Green Motion tells me the excess waiver fee was correctly applied, which I can’t deny, as the terms and conditions spell out these requirements. But it serves as a warning to others unaware of the credit card demands.

More of a mystery is the pet hair dispute. You sent me photos you’d taken of the car’s interior, which showed no signs of hairs.

You also forwarded me those taken by Green Motion, which clearly reveal fur on the footwells and seats. Green Motion sent me its photos which were date-stamped a few minutes before your hire ended. You told me you took yours when the car was dropped back. 

There appears to be a clash of evidence. However, on reviewing the case, Green Motion stuck to its opinion that your car required specialist cleaning. 

A spokesman says: ‘Where specialist valeting is required, particularly in cases involving allergens such as pet hair, a charge may be applied to ensure the vehicle is prepared to a safe and appropriate standard for the next customer.’

It said the valeting charge applied was reduced to £96 from the standard £150 after you complained. But after I requested it take another look, it decided to refund the whole charge.

The firm added: ‘While the rental location is satisfied that the charge was applied in line with our policies and the information available at the time, we recognise that the customer disputes the condition of the vehicle upon return.

'In light of this, and as part of our commitment to customer satisfaction, the location has offered a full refund.’

It also made a £150 donation to Battersea Dogs & Cats Home. Perhaps someone at the firm has a good sense of humour.

Since I can’t order a forensic examination of the car at the centre of this furore, I can only urge all hirers to return vehicles reasonably clean inside, to avoid any disputes over extra charges.  

Iran war grounded honeymoon flight - can't get refund

Last July, I booked flights via Booking.com for my honeymoon to Zanzibar in June this year. I paid £2,889 via PayPal credit. 

Due to the war in the Middle East, British Airways cancelled the flight as it was going via Doha. On April 10, I asked Booking.com about the refund and was told it would take up to ten days. 

After two weeks, I checked with BA and it said the refund was sent to Booking.com. I am very worried as I booked and paid for another honeymoon to Grenada, thinking the refund was imminent. Please help.

L.T., Colchester, Essex.

Sally Hamilton replies: YOU were understandably upset that your money was lurking in some unknown quarter with your wedding just weeks away. You certainly couldn’t afford to cover the cost of two honeymoons.

I chased Booking.com. It said policies relating to flight refunds are set by each airline, but agreed to investigate. 

It contacted you shortly afterwards to say your refund would be with you in two to five working days. 

When it didn’t come, you reverted to me in a panic as it was mid-May, with your wedding set for June 13.

When I asked Booking.com, it suggested you check your ‘wallet’ on its app. Essentially, this is where refunds and credits go and customers can find it on their Booking.com account.

Credits that end up in the wallet can be used to spend with the platform or funds can be sent back to the original bank account or payment method.

When you found the wallet, it was bare. I contacted Booking.com again and it finally got its act together. A few days later, your money was in your PayPal account. With just two weeks to go until your wedding, it offered much needed relief.

• Write to Sally Hamilton at Sally Sorts It, Money Mail, Northcliffe House, 2 Derry Street, London W8 5TT or email sally@dailymail.co.uk ¿ include phone number, address and a note addressed to the offending organisation giving them permission to talk to Sally Hamilton. Please do not send original documents as we cannot take responsibility for them. No legal responsibility can be accepted by the Daily Mail for answers given. 

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