Pros: They are off site and didn't provide shuttle info, the shuttle driver wouldn't let me ride because the booking agency and rental car company have different names (Ace and Gold Star), and they refused to rent a car to me in the end because I didn't bring my international license (which no company in Italy has ever asked for). I paid nearly 90 Euros for additional insurance that had the wrong days listed, and it was a third party company so they charged me even though the car reservation was denied and canceled. Overall it was a horrible experience. They deserve negative stars and you should stop including them on your website.
Feb 22 2017
Pros: Absolutely nothing
Cons: First they are not ACE in Rome, they are Goldcar but no where is this indicated on kayak or rental papers. Second, they car I rented already had a warning light on but no manual to indicate what was the problem (or to even realize that was a warning light until pointed out by friend). Third I received an email after return stating they were charging nearly 500 Euros for unspecified damages. Nothing said (and nothing was said at all) at return indicated that this would be forthcoming or that there was a problem that I could have discussed in person at time of return. I have already started the process of contesting this including contacting a lawyer. I recommend that Kayak seriously contemplate discontinuing their association with this company or require them to be much more forthcoming about the information and stipulations that are imposed upon renters by this company.
Apr 14 2017
This company is Goldcar
Pros: I refused to rent from them after previous experience.
Cons: Goldcar were the worst company I have ever rented from. If I had realized Ace was just a front for them I would never have rented. Turned up and was informed I would have to pay €110 extra because I didn't have a International Drivers License. After my last experience renting with Goldcar I knew this wouldn't be the last hidden fee they would try to put on me. Stood in the queue for an hour and there was only five people in front of me. Left the desk within two minutes and hired a car from the Europe Car desk. I suggest that you book with a different provider and pay less in the long run than Ace/Goldcar's multiple add ons afterwards.
Apr 28 2017
Wouldn't Rent to Us
Pros: Rudely turned us away because my hustand only has a U.S. license, not an inernational driving permit.
Apr 21 2017
Pros: I didn't t like the experience at all.
I have been scammed by this company, and like me at least another 10 Americans that used kayak for the reservation.
We where forced to buy extra insurance coverage for the car with the excuse of missing international driving license, and if you don't buyed it no car. On $ 120 dollars reservation, I had to pay almost another 200 euros for the car. On Easter holidays all the others companies where booked up and you bob t have other choice that accept the extras double cost of my rental car.
I was flying stand by and the day I returned the car I was uneble to leave Italy for the fly conditions, so I had to book a new car for 1 extra day and I did with Sicily di Car and i wasn't t charged extra money for insurance or deposit on the full thank return.
ALSO THERE ISN T A LAW IN ITALY FOR THE INTERNATIONAL DRIVING LICENCSE , they give me the car without any problem or extra charge.
So I'm here now to ask you to solve this problem between you PRICE LINE AND ACE RENTAL CAR .
Is my intention to report you this FRAUDOLENT car rental company, and I will also dispute the charge on my credit card.
I am here for future explanations and waiting from you for news.
Cons: Waited in line a long time! Had to pay extras Kayak did not quote me! Cost me an extra $100! Walked into the rental car area and my car wasn't there. I had to track someone down and was finally given a different car!
Oct 10 2016
Cons: They didn't have the car i requested and didn't have an appropriately sized replacement.
Oct 26 2016
pushy insurance additions
Cons: The woman at the desk in the Rome airport insisted I added on insurance. I said no several times. She then proceeded to add on just a "little insurance" that wound us costing me an extra $150 euros. I did not even realize until drove out of the lot!
Mar 28 2017
Good experience, although there was a little confu
Pros: Drop off was extremely efficient and I got a good price on the car
Cons: They tried to upsell me, then they sent me to the wrong car and I had to switch cars. They also charged me about 50 euros to refill the half tank of gas, which seems a little high to me. But overall a good experience.
Cons: They did not give me the car they advertised. I booked a BMW 2 series COUPE or similar. When I reached they offered me a VW golf. The man on the counter argued with me about giving out 5 door cars. A coupe is NEVER a five door!! And are you kidding me with a golf? How are the two cars even comparable? Or similar? I asked him if he had anything similar to the car advertised. He said no and since they were still going to charge me I had to go with the car. Also it's been 4 days now and the hold on my card hasn't been lifted. I never expected for kayak to advertised such lying and cheating vendors. Or at least verify the truthfulness behind what it's vendors were offering. Instead we as customers get stuck in foreign lands with bad deals. Extremely disappointing. Never expected this from KAyak or Avis
Sep 19 2016
Pros: The car was bigger than I thought for the class size.
Cons: Waited for 30 minutes for the car after our paperwork was done. The agent piled on the extra fees and acted like they were all necessary. The insurance costs were half of the base rental price.
Mar 26 2017
Cons: Your site recommended an insurance with Alleaz, but they did not recognize it. We were asked to buy their insurance, which costed us near$400. I strongly demand Kayak to refund the cost of insurance($72) I bought from you.
Pros: Car was in good condition, pick up and drop off locations easy to find.
Cons: The staff did not speak much English and although I speak some Italian it was difficult to communicate with them and understand what was happening at pick up and drop off, particularly with regards to insurance.
Oct 13 2016
Pros: The office staff was kind, helpful, and spoke English.
Cons: The parking garage was very difficult to navigate. There is no signage from the road directing you where to go.
Dec 15 2016
Pros: Pick up was easy
Oct 19 2015
Pros: Car for the money. Very fuel efficient, easy to drive, and in good shape.
Cons: Return location was very hard to find because they moved and no phone number.
Pros: Great little car (Fiat Panda) to drive through narrow Tuscan city streets.
Cons: Pick-up was chaos: We had booked the car at Dollar, but no Dollar was to be found at the pick-up in the airport in Rome (we were not aware that Dollar was a Hertz company, nor were we informed). The queue to pick up the car was very long, and it took approx. 1.5 hours before it was our turn. Overall, a very poor car pick-up experience.
Apr 6 2017
No way to fetch the car
Pros: We never got the car because there was no way to get to that part of town. There was a marathon that day and we had to spend an extra 55 euro to go to the airport and get another rental even though this one was prepaid
Cons: Car was not ready at 10 o'clock even though we had pick up time at 7am. The staff was still washing it. When we asked them to expedite they handed it to us wet and with poor visibility through the windows.
Renault Twingo not in range of Fiat Panda in my opinion.
Pros: Not a long queue on getting and giving back, clean car, and fine!
Cons: The place for putting my charger of mobile and GPS, was not working at all
Also by comfort, the car was good not perfect. (I searched for a car written is good for 5 passengers, but truly it was comfortable for 4)