Cons: The SUV that I reserved was not available. I flew all the way from the states with a surfboard and they couldn't provide the vehicle I reserved to fit my board. The service team did not show any remorse. They offered to pull up a standard car to see if the board would fit. We waited 30 minutes for this occur before we left and rented from another company. From my research, this happens quite often. I suggest spending the additional money and renting somewhere else.
29 Jan 2017
Pros: I was unable to rent due to certain cicumstances and was still able to get a full refund. Very satisfied customer
21 Feb 2017
Pros: Louis greeted us at the desk-he was so HELPFUL, giving us wifi trying to call our hotel and calling a taxi for us. This might sound as if it was easy to help but there seemed to be a problem in every situation. He kept a smile and just kept helping us!!!! Did I mention we were very late because of traffic? We felt very comfortable with him and we feel his customer service was A+5star. Thank you.
Car was clean and efficient. Return was smooth ,we had to call because we were going to be over an hour late(nearly 2,after traffic), and there was no problem.
22 Feb 2017
Expect added fees
Pros: I liked that the car held up during our trip.
Cons: They added an extra required $20 a day fee I did not expect. They had no shuttle waiting for us at the airport. We had to get other car rental representatives to call them for us.
26 Feb 2017
Beware! They will use every trick to separate you
Cons: If you use this company, be prepared to be ripped off. I purchased insurance beforehand when I made the reservation, but when we arrived they said that I had to purchase a different one for nearly $300. Then, after we drove off with the car, I noticed that the fuel tank was only half full, but they had marked completely full on the paperwork. Finally, since I declined additional insurance (beyond the $300 above), they put a $3000 hold on my card.
27 Feb 2017
Pros: Pick up and drop off
Cons: Please read on - 2 items to watch out for!
We returned the vehicle, removed our luggage and left the emergency car kit with a flasher, yield sign, etc. in a bag in the car. I went inside and returned the key. the attendant came and inspected the vehicle and everything checked out except the emergency car kit was missing. I told him that only minutes earlier the kit was there. I asked if it was possible that they removed the kit from the vehicle and he said no. I talked to other employees and got the same response. ACE was determining the charges when I loudly protested the event. Unfortunately I don't speak or understand Spanish (shame on me!). Then I saw one of ACE's employees that came from a different direction and returned the kit. There was no explanation from ACE, just a sorry statement. I am not accusing ACE staff of a set up to charge me more but why would you remove a kit that stays with the vehicle and when I asked if they could have removed it and I was told no by more than one person.
Issue #2. We did not purchase insurance from Kayak since it did not say it was mandatory or I missed it. My rental charges were $73 and ACE demanded $549 for the full insurance coverage for 6 days. At Kayak site it was $54. I have insurance coverage with my own policy and with my credit card but ACE insisted that I had to purchase their policy or they would not rent to me. I finally paid $200 and a $3000 deductible charged on my credit card. It was my bad not to buy it online for the lower amount but to charge 1000% is robbery.
Cons: The reservation was booked on Kayak.com for approximately USD $144 for 2 days. Upon arrival they claimed to have absolutely no inventory, then, after waiting ~2 hours, they colluded with a partner rental company and charged my credit card USD $1,000.00 for a 2 day rental. Criminal!