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.
5 Mar 2017
Terrible service and a total rip off
Cons: We booked our car and insurance with Ace and scheduled our pickup for around noon on the day of our arrival. Our flight was delayed an hour and it took forever to get a shuttle over to the off site rental place, so by the time we arrived it was around 2. The agent told us that our reservation had been canceled and our car was no longer available, but said we could rent a car for 4 times the amount that we had originally paid. I would not recommend renting through this company, I heard from others on our trip that this is a typical tactic they do--cancel your reservation and charge much more for the same rental-- especially to groups of female customers.
10 Mar 2017
Worst experience ever
Cons: Horrible customer service. They knew I needed a car and took advantage of me. They also did not honor the Kayak price or insurance.
22 Mar 2017
Pros: clean reliable car, airport shuttle, and drop off were fine.
Cons: Were not notified of mandatory insurance charges in Costa Rica at booking, which amounted to an extra $200 when we came to pick up the car. The agent was unable to explain the charges, only that "we have to pay them because it is mandatory". Our reservation details quoted $11/day for optional insurance, but said nothing of this mandatory fee. Be aware
23 Mar 2017
Refused to give a car
Cons: They said my confirmation email and bank statement wasn't enough proof to give me the car. I needed some "voucher". Took my business elsewhere and went over budget and missed our first day activity because of this. Absolutely unacceptable.
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!