2.0
I am asking KAYAK to contact me directly regarding this booking and investigate this with Avis. I booked an Avis vehicle through KAYAK / its booking partner for a specific rental period and at a confirmed price. Because of travel delays, I arrived approximately two hours after the scheduled pickup time. When I arrived at Avis Battersea, I was told that my reservation had been cancelled just 30 minutes after the scheduled pickup time. I have reviewed the terms and conditions that were presented with my booking. I cannot find anything stating that the reservation would automatically be cancelled after 30 minutes or that I would lose my confirmed rate if I arrived more than 30 minutes late. Avis’s own published UK guidance also does not appear to support what I was told at the location. Their FAQ says customers should call if they expect to be more than half an hour late — it does not say the reservation is cancelled after 30 minutes. A separate Avis FAQ states that, where a vehicle has already been allocated, it will generally be held for two hours after the rental start time. The most frustrating part is that Avis still had cars available when I arrived. They did not tell me they were sold out or unable to provide a vehicle. Instead, they refused to honour my existing reservation and said I could rent a car only by making a new booking at approximately three times the price I had already reserved. I also received no notification that my reservation had supposedly been cancelled. I fully accept that I arrived late. That is not the issue. The issue is that a significant 30-minute automatic cancellation rule was apparently applied to my booking even though I cannot find that rule disclosed anywhere in the terms I was provided. If I reserve a car from a specified start time until a specified return time, I expect that I am paying to reserve that rental capacity for that period. I understand that I do not get extra time at the end because I arrived late. What I do not understand is how the reservation can simply disappear 30 minutes after the start time, particularly when cars remain available, and I can then be asked to pay three times as much for essentially the same rental. That defeats the purpose of making a reservation in advance. I am particularly concerned because Avis has now directed me back to the third-party booking provider rather than explaining where this alleged 30-minute cancellation rule appears in the terms applicable to my booking. KAYAK: please contact me directly about this complaint. I would like KAYAK to review the terms that were displayed when I booked, confirm whether a 30-minute cancellation rule was disclosed anywhere in the booking flow, and raise this directly with Avis. I am seeking either a refund/reimbursement and appropriate resolution or a clear explanation showing exactly where, before purchase, I was informed that Avis could cancel my confirmed reservation after only 30 minutes and then require me to pay approximately three times the price despite still having vehicles available. I would appreciate a response from KAYAK rather than simply being redirected back to Avis.Reviewed Aug 23 2026
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4.0
The staff approach was generally non helpful. Verging on rude. That was while organizing the rental. When the vehicle was returned, there was no staff to greet and guide that all was good and where the bus, for return to terminal, was. I had to ask for guidance. This is a second rental in six months. I will only rent from them if I’m desperate. I recently rented from Alamo. The difference is like night and dayReviewed Jul 20 2026
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10.0
great car and it was processed quicklyReviewed Jun 29 2026
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10.0
Overall great, some of the inside floor mats weren't the cleanest, and seemed like there was barely any windscreen washer fluid so was difficult to clear the rear windscreen once ice had melted, as the wiper seemed to leave murky streaks.Reviewed Jan 7 2026
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8.0
goodReviewed Jul 31 2024
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10.0
The only thing that could have made my experience better was to have the steering wheel on the left side of the vehicle and to drive on the proper side of the road.Reviewed May 3 2024
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4.0
Car was too small, any upgrade quoted @ £60.00 a day, no thanksReviewed May 1 2024
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10.0
Team very friendly and professionalReviewed Apr 29 2024
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10.0
When you book you should included full insurance in the price its hard when you arrive at the car rental desk and you told your car agreement is with out full insuranceReviewed Sep 23 2023
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