Hotwire’s rentals – referred to as “opaque” purchases in the travel industry – can offer a significant discount, but there’s a trade-off. Your purchase is nonrefundable, and it can’t be changed. You should not visit an opaque site when you want flexibility.
It was nice of the Alamo agent to try to fix the rental situation, but in order for your credit card company to cover the car, the entire rental needs to be billed to that card. Only part of your rental was paid for with it, which left you with no coverage.
By the way, I’m pleased that the claim process worked as intended. You appear to have acknowledged the damage to your car, filled out all necessary forms, and were willing to pay for the dents.
In hindsight, the best way to have avoided this situation would have been for you to use the Hotwire rental as intended. Had you done that, and the car had been damaged, then your credit card company would have covered the repairs.
I asked Alamo to check its records on your rental. It showed that part of your rental was paid for with one credit card, and the other part was covered by a Hotwire voucher, which was purchased with a different card. Therefore, your credit card insurance claim was unsuccessful. You disagree with that assessment and maintain that the payment method used for your car was an error by Alamo.
“Our local branch office in Hawaii has offered to waive the remaining $200 that Mr. Nagase owes as a matter of customer service and hopes he will return next time he’s in Hawaii,” an Alamo representative said.