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St. Louis, MO 4174 Cypress Rd. St. Ann, MO 63074 I want to complain about this location attempt to cancel legitimate reservations to give our cars to last minute renters at high rates. Due to rain storms across country, our flight from DC got in 1hr 30 mins late. By time we off-boarded and took airport shuttle to Thrifty car rental on Cypress, we were 2 1/2 hours after our reserved time. When we arrived the staff said they were told to cancel any reservation over 2 hours late. We planned this trip months in advance and due to the Solar Eclipse we knew there would be demand so we made reservation. Instead of honoring our reservations, they told us to leave and go find rental car place. We knew their would be no more cars in the region and last minute rates would be 4X higher, so we said honor our reservations because you know we can't control flights and weather. They told us leave or they will call police on us and say we were causing a problem instead of saying we cancel people reservations if 2 hours late because of flights. They called the police on us. We told them they were wrong to treat us like this. But they said, due to solar eclipse they made this rule for the day, they did not care that our flights were late because of weather and 2 hours is the rule of the day so leave. It was horrible!!!!! 3 families were stranded...a mother was crying, elderly couple who called from Detroit about the weather (even dialing the number in front of police and we watched the phone at counter ring and was answered by another front desk person-WE ALL COULD HEAR THE OLD MAN SAY, "THIS IS THE NUMBER>>I CALL YOU DIRECTLY ABOUT THE WEATHER AND YOU SAID NO PROBLEM". This was horrible treatment. The police and other customers agreed that this was wrong treatment. The police went back to their car saying we can't make them do right. I told the men behind the counter that they know if this happened to them, it would be cruel and wrong. The other families left in taxis. I refused to leave. The police said they could not leave because of me. Finally after 2 hours of torture, I mentioned calling media and I have a video of the incident. I can show you video of the people who issued this treatment based on direction they were given. Looking out for the well-being of the business, one smart employee took action to resolve the issue. I did get a car, but went through HELL, embarrassment, anger, fury and belittling to get a car I rightfully reserved. The owner made this rule or somebody did, but when people fly to a place and reserve with Thrifty they don't have the right to treat us like this. There is so much more I can say and show! I would like to hear that is has been address with this location. Cancelling our legitimate reservations to save cars for last minute renters to gauge them, but screw us over, is heinous!!!!!


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