Drew Reviewed on Jul 3, 2020, 2:43 AM
This was the most challenging and disappointing rental experience we have ever had. Our first challenge was receiving an email from the supplier under a name not indicated on the rental website. After asking for clarification matching our confirmation code, we proceeded with email communication. When we picked up our vehicle, we learned that the we had been charged in USD (not indicated on the website CarRentals.com) which made our booking substantially more (40%) than we had budgeted for. We tried to get assistance re early return but were told no one could help us until the long weekend was over, so we waited. When we finally did get help, it was no help at all. We were then told that the car could be returned early but no refund or prorating would be available. On the return day, the office was closed, no instructions had been given for off-hours drop off. We called the after hours help number for 20 minutes but were unable to reach anyone. The emergency access link was not working either. We called the shuttle driver number and there was no answer. We checked their website and tried to calling other locations. No success. Finally we found a drop slot for after hours returns and left the key there. We finally just emailed and advised of the situation, that we used the after hours drop box no one was there to receive the car, nor available by any phone number. Later in the day I received a text saying sorry and car is ok. The whole thing was just really unprofessional and off putting. In the 3 years that we have been renting cars regularly, we have never had a car company be so unprofessional or inflexible. Considering the difficulty with COVID most companies are offering extra incentives but this company would not*. We won't rent from them again. And we won't rent through CarRentals.com again as we believe it is unreasonable that they do not indicate the currency charged is USD and also that they *require a portion of the total rental paid out 3 days before the car is picked up, thus putting car rental companies in the position to take a loss or develop harsh policies which are not amendable to good customer service.
David Reviewed on Feb 12, 2020, 9:17 PM
The staff were awesome. BUt ELEPHANT IN THE ROOM WAS BEING QUOTED IN AMERICAN DOLLAR! THAT WAS A MAJOR INCONVENIENCE FOR MY TRAVEL PLANS. WE ARE AUSTRALIA NOT USA SO QUOTE AND CHARGE IN AUSTRALIAN DOLLAR! The car was clean and tidy. The courtsey bus was fast and reliable. The staff are friendly and welcoming
Sally Reviewed on Jan 27, 2020, 3:39 AM
Everything was simple and easy