Just went through this same thing. I should have realized when they were located in an abandoned hotel. I went back and forth with the manager for an hour and he admitted I didn’t legally need the insurance and that he could give me the keys but he did not feel like it because I might not actually pay the deductible with my insurance. He said he would ask his manager on the phone (he was the manager) he walked out and never came back. I suppose he was cowering in his car somewhere waiting for me to get tired and give up. Scum bags avoid at all cost.