We prepaid for a vehicle, pickup after 12pm- there was no way to change the pickup time when making reservations. Our flight didn't arrive until 5pm but given that we had prepaid for our desired vehicle, it seemed logical they would have one there for us. During my flight I get a notice that they canceled car reservation since had not picked up yet, even though it was prepaid! Upon landing, the main phone number would not provide me a phone number for the specific pickup location, said that they would not refund my money, and that i needed to go to the location to see in any car was available for me, at additional costs to me. So we had to leave the airport, unsure if we had a rental car, get to the car agency, and they only have SUVs available for TWICE the price of the car we had reserved! So we are stranded if we dont agree to the additional price. Very much a "Bait and Switch". Remember, we had PAID UP FRONT, there was no risk of them loosing rental money by holding our reserved car for us.
Wrong address on confirmation - Required loss of use insurance which I had but could not easily document and then then doubled price of rental
On the site when we tried to do the rental, their prices and fees should be clearer not that when I go to pick up my rental then I’m being told I have to pay extra
I liked the low price. I did not like that we had to present our declarations page with our insurance to prove that we had coverage. That was a huge nuisance. Four people in line in front of me did not have the correct documents (because nobody carries those around with them!) and they were on the phone with the insurance companies trying to receive it. I had mine quickly available but the document is so long that it took the receptionist so long to look through it. She couldn't find that I had coverage so I had to pay an additional fee. After looking it over later, I saw that I did have coverage.I just feel like its a dishonest way of getting extra money for the rental.
It was a little confusing to find the right pickup location for the shuttle at the airport. And when we got to the office they didn't show our reservation. So they had to download it in order to find it which took time. Also they had some requirements that wasn't on the original rental info like they required of $500 deductible Insurance in order for us to use our own insurance.
Flight was late. They cxld my non refundable car. They countered with car over twice what I had originally scheduled. I will be giving reviews on every platform I can. I also will be sending letter to the Florida AG. My wife is a flight attendant and we travel quite a bit. We have used kayak numerous times in the past but we are extremely disappointed that kayak is associated with a company like Mex!
