The car rental industry (like the financial world…) doesn’t have the best reputation overall. I wrote something about that in one of my early posts. However, like everywhere, it would be wrong to think that they all act the same: hard selling on –mainly- insurance issues, huge deposits, ridiculous fuel policies, long waiting times (although all info was given when reserved) etc. ect.
This week we were confronted with two sides of the car rental spectrum, causing me to sharing it with you again. First there were our guests E. and kids who rented a car via Helle Hollis. They couldn’t resist the temptation and drove into the narrow streets of Setenil de las Bodegas, looking for a super mercado. We warn our guests no to do that (not the super mercado part) and Miranda doesn’t even allow me to drive up there after a few challenging experiences. To cut a long story short: the lovely C5 needed some repair work when it was returned to the rental company. Reaction of them: “Not to worry, you were insured and we are happy that no one got hurt.
The next evening we were called by guest C. that they were stuck in Alcalá with a flat tyre. I decided to pick them up and when doing so I found out that the car – rented by EuropCar – didn’t have a spare tyre and that the rental company would send a tow truck to bring the car back to Malaga. Mind you, over 100km from here. The guests then needed to take a taxi to bring them to Malaga and pick up another car. Saturday 9 pm. Then they had to drive back to El Guarda, from where they then had to drive the next morning 130km in the opposite direction to Sevilla. They were not allowed to take the taxi the next day to Sevilla and get there another car at the airport there. So far for efficiency, client satisfaction and reputation. C. cancelled the contract, we arrange a taxi for them that brought to their next stop the following day.
For me EuropCar isn’t one of these dubious, shabby companies in that business and Helle Hollis isn’t mentioned because they are one of our partners, but for me it shows how (un)lucky one can be.