Cons: Advertising rental cars online, making reservations, all while having no rental cars available.
Nov 27 2016
Pros: New car
Cons: Even thought I got the insurance, which increased the cost from $5 to $120 for 3 days, they still nit picked the car to see if they could charge me damages. Luckily they did not find anything.
Dec 24 2016
Pros: When we booked it online we were asked if we wanted insurance. I declined, because I know my auto insurance covers rentals. I was told at the rental place that I needed to buy insurance, that was quite expensive. I was told that if I didn't I needed to put 8,000 dollars down. Because of that we ended up not renting the car. We made a lot of plans around getting that car. We decided to book it online because we believed it would cost a certain price. We were mislead.
Jan 11 2017
Cons: Car wasn't there when we arrived, had to wait 2hrs. Drop off at airport really inefficient, give yourself 30min
Jan 27 2017
Pretty easy process through and through
Pros: After booking on line, we made our way to the office. The translation was at times a bit rough, but everything was settled rather quickly.
The car was new, clean and ready to go (only had 3/4 of a tank of gas - make note of this). We purchased the Full coverage insurance for safety measures - well advised for many reasons!
Over all the experience was a good one.
Cons: We purchased the Full coverage insurance - no deductible. When you park in Mexico, door dings are a very, very common occurrence.
When we took the car back, the inspector picked them out and I have a feeling if we didn't have full coverage, they would have wanted us to pay for them.
See my point regarding full coverage!
Jan 29 2017
Not the actual price quoted
Pros: I liked the initial cost of the VW Jetta, $60 for a week
Cons: The actual cost was $260 for the week. Although we have our own insurance, it's mandatory that you purchase theirs.
Feb 2 2017
Pros: I could drop off at airport.
Cons: Radio didn't work, too large hold on credit card with forced insurance purchase. They wanted to hold $1000 on my credit card. No joke!!
Feb 3 2017
DON'T EVER RENT WITH BUDGET - worst decision of my
Pros: I would have liked the low upfront cost, but the final cost ended up being so much higher that it actually just makes sense to go with a rental car company with better cars, a slightly higher price, and better customer service.
Cons: Choosing Budget rental car for my business trip was the absolute WORST idea I made my entire trip.
This is the review I left on the Budget website so that you get a sense of what we had to deal with:
It took over an hour for us to pick up the car in Playa del Carmen (despite having made an online reservation), and when it was finally brought around- your staff did a super lenient inspection, simply glancing at the car and then letting us know that it "looked fine to them." We had to tell your staff that the radio wasn't working, to which your staff laughed and came into the car and poked around with a paper clip, saw that it still didn't work, said they would mark the paper accordingly, and sent us on our way.
Upon returning the car at the airport in Cancun (without getting into any accidents), your staff at that location decided to do a super thorough inspection- inspecting both the inside, the outside, and even the bottom underside of the car. We were then told that we would be charged for a small scratch on the underside of the car near the tire (where your Playa del Carmen staff didn't even remotely check) as well as for a missing antenna because despite the radio not working and the antenna clearly being missing from the beginning, the Playa del Carmen staff didn't go back and mark the paper like they told us they would for the missing antenna.
My biggest problem, however, comes with your staff that I had to deal with on site in Cancun. They were absolutely unqualified and disrespectful. Each time calmly asked them to explain the charges to us, they continued to laugh and speak over us to each other. We asked to speak to a supervisor and were told that we would have to wait another hour because our issue wasn't a priority.
None of your staff was able to explain to us why we were being charged and yet we were told that we "had to wait" and were denied access to your company-provided shuttle to get to our flight.
I almost missed my flight back to NY because of your staff essentially holding me hostage at your Budget counter for over 45 minutes.
My experience with your company was horrendous. Super unprofessional. And I left feeling frustrated having to deal with staff that was overly UNqualified to man a customer service counter.
Do you not have customer service training at your company?
Do you not have any staff training at your company?
Do you know how to run a company?
As a business owner myself, it's clear that you don't.
I absolutely want to help anyone avoid having such an excruciatingly painful customer service experience with such an incapably-ran joke of a company.
Feb 22 2017
Watch out for Additional Insurance Rates
Pros: Staff was nice.
Cons: I absolutely was disappointed that my insurance was not accepted in Mexico and I had to purchase additional insurance.
Feb 28 2017
Worst Place to rent a car in Playa del Carmen
Pros: Mechanically the car has no problem.
They have good localization.
Cons: I felt disrespected by Budget on my previous rental at Playa del Carmen, it was the worst customer service I have ever received in a car rental company.... (even been a loyal customer renting with you guys in Canada, US, Brazil and Mexico)...
I arrived to pick up my 8am reservation around 8:20am and there was no car, the store was full with more than 5 customers waiting and it took very long, till here is acceptable, however the problem begins here - Budget staff said that my car was cleaning and was going to take 30min more (so, my 8am car was going to be ready 8:50am), time was passing and at certain point, the customer that was behind me in line have got the same car I booked (the attendant said that I said to her to let then pass in my front... this was ridiculous, I would never said to someone pass in my front after waiting for so long), when I realized that they got the same car I went to her and she said that was going to take around 30 minutes more to have my car ready (1 hour waiting), in the end I started to get up said and asked that was ok to don`t clean the car at all, so they offered me a dirty car as I said it was ok (but the passenger seat was soaked) so there was no chance to get that car, and she offered me a downgrade or wait).... I was so up said that they drove me to their garage and I picked one car over there at 10:30am (2 hours latter).
There are many lessons on this situation:
1- Training better your staff.
2- If you are totally booked or sold out, don`t offer cars till you have they available.
3- Have two computer terminals available (I left with out my contract printed, just a piece of paper with numbers and noting specific about car or price description).
4- Have a place to clean your cars that it is not in a sand area (concrete floor will help to make the clean more effective).
5- Please buy and use a vacuum (there was no internal cleaning at all).
6- Clean the Clots in between wash cars (they guy was trying hard to clean, however his clot was too dirty and he was only spreading dirty around the car).
I think this branch at Playa del Carmen needs some attention in order to deliver at least a standard service.
Cons: I thought I had a rental reservation until I walked into the Hertz office in Playa Del Carmen. I was informed they had no cars, reason given was customers were keeping cars longer than their original return date.
Literally next door is a rental company called Firefly. They had cars at double the Hertz price. I did rent from them. They got the car from Hertz. My contract is a Hertz contract in a Firefly envelope. The lady at Hertz who said no cars available gave Firefly the car. The key was on a Hertz key chain. Hertz personal checked out the car for me.
They have no shame. I wanted to keep the car an extra day. So I called Firefly and got there main office. They told me no one was answering the phone in Playa. I drove over to it and found the office closed.
I walked into Hertz and he said he could check the car back in. I asked for an extra day. He said it would be very expensive to do so. I returned the car to Hertz staff who closed out my contract. While I was there more than a few persons walked in with reservations and were told no cars were available.
I have always dreaded renting cars in Mexico but this experience was an all time low.
Does Hertz car at all about there name?
Dec 28 2016
Very bad experience with Hertz!
Cons: They didn't give me a car bcos I was 30 mins late. I had to find a different car rental company. I was delayed by 3 hrs because of Hertz. Kayak it was the worst experience ever, though I have booked flights and cars/ hotels from your site for years and never faced such an issue.
Dec 30 2016
Why make a reservation?
Pros: Nothing. Made reservations and left hotel at 5am for 7am rental pickup. No cars were available.
The lady working the counter at Hertz was there for the day, so I don't who was running hell at the time.
Jan 9 2017
Pros: Hertz was great. It was our fist time renting a car in Mexico and we were nervous, but everything was great. In particular the manager Lee at the Hertz offices at the Cancun airport was awesome and went above the job to help us out. We will be using Hertz again!
Kayak or Payless did not even book any van or car.
Pros: I got the confirmation of the van and we went to the location. The representative said its not confirmed and there are no vans available.
We had to take a bus to get on to several places with our kids.
Its very disappointing for our friends and families to trust Kayak
Dec 27 2016
They try to scam you
Pros: Nothing to like.
Cons: I booked a one day car rental for 10$. When I got there, internet was down and the agent told me that there was no way I could rent the car for $10. He said the rental would be much more, and that insurance was required and it was 78$ USD. He was not willing to honor the booking details at all.
Dec 30 2016
Do not rent from here.
Pros: Absolutely nothing.
Cons: There was a language barrier which normally isn't a big deal and is to be expected. But they told me the final contract could be printed in English which was the only reason we decided to go with them. After payment and a $250 USD hold on our card for the car, they said it can't be printed in English. Too late now, had to go through with it. It was a 3 hour ordeal to get the rental as well. After we turned it back in they said the deposit would be back in our account within 2 days. 5 days later and we're still not seeing the money hit our account. Go with a reputable company. Hertz was right down the street and would have been a much better option.
Jan 1 2017
One of the worst place to ever rent
Cons: Three of us with families reserved three vans at plays del Carmen, Mexico to drive to chichen itza. We have confirmed reservation numbers from kayak. When we went three to pick vans the didn't even know that we are coming. He had no vans cars or anything to rent to us. All three families stranded middle of no where with kids. Avoid at all cost. Kayak should ban them.
Jan 9 2017
Cons: price was way higher than advertised. I didnt rent a car because of it
Cons: The place did not exist! We wandered around for hours and asked many locals and they said the place does not exist. My husband called Ace for us and they told us where it was supposed to be. We already were on that street and walked back and forth and it wasn't there. When they connected my husband to the "local branch" it took forever for someone to answer and when someone did it wasn't Ace. What a waste of hours of my trip! Finally I had to rent last minute from another company for a really high rate. Absolute nightmare of a car rental experience.
May 27 2017
False Andre misleading information
Cons: The price advertised for my rental car was fake. When I arrived at the rental agency, I was told I needed to pay $113 more and put $2,700 as a deposit on my credit card. They also refused to refund me the money I paid on kayak. This is a complete rip off! Kayak needs to do a better job verifying prices beforehand putting it on its website.
Jul 21 2017
Horrendous customer service, playing tricks
Cons: Showed up at 9 and was told there were no carsc and the local branch couldn't cancel the reservation. That we had to call ace directly, which did not route me to anyone helpful. So I couldn't cancel it. Went back 1 hours later, was told I had to wait 3 hours more for a car. By the time I got that car, it was Manual and we didn't know how to drive it. the only automatic they had was $93/ day. They ended up giving me a refund, which they say they couldn't do in the beginning. Also their lot was full of cars!
Cons: The car was not filled up with proper amount of fuel.
They tried to make up scratches also on the car.
Overall staff that didnt listen and poor service and I would never rent here again
Dec 29 2016
no car given. TWICE
Pros: I dont know how the car rental thing works here but if they offer a online service which allows to book a car like any other ordinary service then it should follow through. You turn up for the car and No car.. Come back at 12pm. No car. Come back at 8pm. No car. Come back next day 8am. No car. Guaranteed 100% car will be there. Bullshit. No guarantee of anything. Wasted two days of this car rental useleas system. And they are prt of thrifty. So thrifty can go screw them selves.. Poor customer service poor everything. Promise the world and dont deliver. Do your selves a favour. Book someplace else or buy a car...
Dec 30 2016
Pros: Nice people and car was clean.
Cons: The rental price we thought was going to be $200 actually wound up at $317 because we were forced to take their insurance or give them a $2000 deposit. Ruined the entire experience.
Cons: I will never use this company again. go with a name brand not a company that knows what theyl are doing
Jan 8 2017
Cons: The line was so long and agent so slow we were unable to rent the car. Also it appeared that the vehicle we reserved was not available and the computer system was very old. Avoid this place if you are on a tight schedule!