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.
22 Feb 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.
14 Apr 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.
28 Apr 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.
21 Apr 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.
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.
25 May 2017
Pros: Friendly service. Great car.
13 Oct 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.
1 May 2017
Pros: Mechanic at pickup very patient and staff at airport bith patient and efficient
Cons: Arrived at airport very close to intern'l flight cutoff--GPS in English misidentified rental return as same as passenger drop off in teminal 3--suggest you explain at contract signing that drop off is inside short term parking---I found English language signs in garage ambiguous
15 Dec 2016
Pros: Pick up was easy
19 Oct 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.
Cons: The Kayak rate was not honored. The returning team at airport agreed that I was not charged correctly but said the pickup location had to fix it. I've complained but heard no response.
2 Apr 2017
Horrible and totally unprofessional.
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
19 Sep 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.
26 Mar 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.
An hour-long attempt to upsell us to a vehicle we didn't want or need
Pros: All the customer service representatives were very friendly!
Cons: We spent nearly an hour with the agent trying to sell us insurance we kept saying we didn't want. Then I asked about switching to an automatic. When it was apparent that the automatic transmission car was going to cost about 400 euro more, we said no forget it, that we'd go with what we had reserved. But he kept making tweaks and changes to the deal to try to get us to go with the bigger car (seriously, after a translatlantic flight and NO sleep, who wants to spend an hour with someone trying to upsell you?). Finally I said, I just want the car I reserved. And he said, ok, we'll give you the bigger car for the same price. What??? I suspect the car I reserved wasn't even available so the whole thing had been a charade to get us to get the bigger vehicle. And only it wasn't exactly the same price I had reserved it at. We had a heck of a time with a 9-passenger vehicle trying to get through some of the narrow streets and ended up scratching a bumper. All in all, I would avoid Budget/Avis at all costs!
29 Oct 2015
Cons: Service at check in at store
29 Apr 2017
Over priced not what I was quoted
Pros: I really only liked that there was a car avliable
Cons: First, I reserved a Bmw 5 series but received a huge Volvo. Not the end of the world but the car was quite larger then was convient due to driving the malfunction coast.
Second, union return I was charged 370 euro which is about $410. I was quoted $259 after taxes I believe. I did request insurance at 15 a day for four days. The insurance factored in should've brought my total closer to $320. Can you explain to me why I was charged so much more then my quote?
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.
6 Apr 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)