Localiza — Attraction in Quintana Roo

The process of renting a vehicle was a 5 star but when we experienced an issue of the battery dying (the alternator would not recharge the vehicle's battery according to two of their service technicians) and being left stranded, Localiza tried to blame us for the problem. They initially refused to send us another car from their office leaving us to fend for ourselves without transportation. When I finally got really upset, it was only at that time did they do the proper thing...sending us a replacement vehicle. Donna (or Dona) was the "manager" handling my situation. Initially they said they would send a replacement car and that it would arrive in one hour. At the two hour mark and no replacement car to show for, I called the office back. Donna then said they have found no problems with the car through their remote assessment and that they were not sending a replacement car. I explained to Donna that two of their own technicians came out and evaluated the car and deemed the car faulty with a bad alternator. I angrily demanded they send a replacement car. Donna stated they would call me back once they spoke to the technicians. Finally, when they called me back, Donna stated a car was in route to replace the vehicle we had. The entire process took a total of 8 HOURS (2 hours at night and 6 hours the following morning)!!! Due to the inconvenience, I demanded getting credit for 2 days since we missed a family gathering one night and spent the entire morning and early afternoon in a parking lot waiting for the replacement vehicle. While the issue was finally resolved, it affected my vacation and college graduation celebration with my son. Had we not had an issue with the vehicle, I suspect everything would have been amazing and for that reason, I do think it is worth giving Localiza a chance. After doing all my research prior to our vacation, it does sound like this is the best choice among the rental car companies. Just be aware they will charge you for basic insurance EVEN IF you purchase it online through a third-party. So, perhaps wait to pay for insurance when you arrive as the third-party insurance seemingly was a waste of money. Aside from Donna, the staff at the rental hub were amazing and did everything they could to help us at the beginning and at the end of our trip. It's just too bad the vehicle had an issue which left a bad taste in our mouths. Hope this review...

Prior to choosing localiza, I spent days researching on blogs and google reviews to evaluate which car rental company would be the most affordable and trustworthy to use for my vacation in Cancun. Localiza stood out to me with their track record and scale of company and all of the resources and customer support they had available even before making a reservation. I downloaded their app and made my reservation through there and upon arriving to pick up the vehicle, I was greeted professionally and had no surprise charges or any signs of aggression from staff in pressuring me to upgrade or add anything additional then what I agreed with when making my reservation originally in the app. A great option they provide is optional insurance, that which I selected for myself as I had adequate coverage with my visa infinite avion. Because of this, my damage deposit was high but was released when the vehicle was returned.

The vehicle I received was as I expected when i made my reservation and it was a very new car which was clean and had no heavy wear and tear or markings (1040km only!).

During my travels, on the 2nd last day of my trip, someone backed into the car and had caused damage to the front end of the vehicle when it was parked unattended, but I called localiza to report the damage and then opened up a claim with my insurance provider on my credit card. When arriving back to drop off the vehicle, they noted the only damage on the front and provided me with all the necessary paperwork and information for my insurance claim. I had no hassle and I was not mistreated because of this accident and they handled me professionally and efficiently as I needed to catch my flight. Upon returning home and finalizing my claim, I later on received successful correspondence from my insurer and was reimbursed the damage charge (that which was very minor of a charge - $169 CAN).

Also, the price point for my daily rental was very competitive and was the best deal I found among other companies (especially with being able to choose having no insurance), all without having to loose out on value, quality of service or having to worry about dishonesty.

I highly recommend them! Thank...

Very dissatisfied and misleading information – car rental company not recommended

I recently rented a car from this company and was deeply disappointed with the entire process. Here’s my experience:

Missing refund upon vehicle return: When I returned the vehicle on time and in the same condition, I was assured that the amount of around 16,000 Mexican Pesos (~880 USD) would be refunded immediately. I was told that the refund would be processed right after returning the car and that the timing depended only on my bank.

No receipt for the refund despite prior assurances: Initially, the staff confirmed that the contract was closed and the money had already been refunded. However, when I asked for a receipt of the refund, I was told that this wasn’t possible. I then requested proof that my ticket was closed and the rental agreement had been properly ended, but I received no documentation. The reason: A manager was only available from 7 a.m., and I was there at 5 a.m. It became clear that the staff had given me false information.

No managers available and unclear staffing situation: Neither of the two managers was reachable, either by phone or in person, and apparently only a manager could close the ticket or initiate the refund. I wonder, why is no manager present at this time, when car returns are allowed during these hours? The situation was extremely frustrating as I had to return the vehicle without any form of receipt.

Misleading information and no way to resolve the issue: In the end, I had to leave the station without receiving my refund and without the rental agreement being closed. As a customer, this was an incredibly insecure situation, as the staff now had full freedom to alter the open contract or withhold my refund.

Due to these uncertainties, I absolutely cannot recommend this company. Such practices should not be allowed, and I strongly advise against doing...