Alamo Renta de Autos

TLDR: they will accept reservations online and take your money for cars that do not, and will never, exist - usually the cheapest ones. And they will not refund you if they do not deliver the car you rented online. Instead they will offer cars that are 500 pesos per day more expensive. We live here in CDMX and have tried renting from them on multiple occasions. We've really wanted to like them given their proximity and some of their higher ratings. BUT... Here's the issue. Their cars are much cheaper if you order them online. But the fine details online say that they don't have to have the car available when you arrive. Which, okay, fair. This happened to us once, they gave us a car that was available (though significantly more expensive - 500 pesos per day more to be exact). We sucked it up and moved on. Today the same thing happened and this time we thought to ask, would the car be available tomorrow or the next day. We were willing to wait to get the car we ordered. They said no. We asked would the car be available next week? They said no. We then asked would the car ever be available? And they said, "no, we simply will never have that car type available." We believe that means that Alamo allows you to reserve (and pay) for a car on their website that they will *never* actually have available. Plus they will fight you to the death before giving you your money back for a car you reserved but they could never deliver. We've given them three chances. We definitely recommend you avoid renting with them. Jeeze and all they seem to do is respond to these reviews with "we're very sorry to read this. Please contact us at...." BUT THEN PROCEED TO CHARGE YOU AND DO ABSOLUTELY NOTHING ABOUT THEIR FALSE ADVERTISING

Terrible experience, particularly with the so called manager Hermont. My reservation explicitly said it included Third Party Liability for up MXN 750, 000, this was in a paper in the Alamo letterhead, not from a third party agency. When I showed my reservation the guy at the counter said that their internal policy stipulated that the minimum coverage for Third Party Liability was MXN 2.5 million. I asked to see the policy but he did not provided it. I then told him that according to my reservation they could take a deposit instead of the extra coverage. He said it was ok but it would be for USD 6,000. I accepted, which he did not expect. He then told me the car would take 60 min to be ready. I said I would wait. He then asked for phone numbers from two references to verify they knew me. I provided the numbers and he called them. He then asked for license, passport and credit card. When passing the card for the 6,000 USD he then said the card was declined, so I called my bank to verify. My bank verified everything was in order and that they had not declined the transaction and that I had sufficient credit. I asked him to input mannually the card numbers and he declined to do it and went with his manager Hermont. He came out and said that because my license and card are from the US and my passport is from Mexico they were not going to give me the car. I entered Hermants office and and asked to speak with him. He came out of the office without a mask and started speaking with me. I asked him to put a mask on. He did. He then told me that the internal policy was not to rent cars to people with a license from a different country than the passport. I explained I am a US resident. He said it was not acceptable due to this policy. I asked to see the policy in writting. He responded that the policy was not written anywhere.... They did not give me the car because I declined to pay their local insurance rates because my reservation included the coverage and they used a bunch of tactics to discriminate me and not give me the service. Do yourself a favor and dont rent here

I have rented often from Alamo and have had nothing but great experiences. I am a Mexican-American so I well versed with the slow check in/out times of Mexico compared to USA when it comes to dropping off/retrieving your car. It usually takes an hour plus in Mexico where in the USA it takes minutes. So this is a given... As soon as I entered this place I felt I was profiled for wearing tank top, flip flops and being brown. I speak fluent spanish and attempted to rent my car as usual and they began to tell me that my license was not valid. I had to argue that I had just rented a vehicle in Baja for 2 months with no problem. After 20 minutes of back and forth of what Drivers/Motorcycle Licence means.. they finally said they would rent me the vehicle. They then were not happy that I had a USA number and asked for a Mexican phone number... which I gave them my cousins, but this was weird because I don't live in Mexico. I am a Mexican/American that lives in USA. I have an American number. What if I didn't have a Mexican number to give? They also charged me 20,000 pesos on my card for 2 weeks to hold the car in case of damages.... while in Baja they only charged me 6,000 pesos for 2 months in baja. why? I dont know. As per usual they went on to try to upsell me on their insurance saying that there are frequent car jackings and my card would not cover the charges... For which they have no idea what my credit card covers and thus have no right to speak on the subject, but I kept my mouth shut because I needed the car for exploration. After my 2 weeks, I needed to extend the car and their phone number wasnt working. After searching I found a number to extend the vehicle for 2 days through Mexican Alamo headquarters. I was worried that this Alamo in Patriotismo would not get the word or would live in a parallel universe so I begged headquarters to stay on the line until I got a receipt in which it took 15 minutes but it happened. Sure enough they called me twice and my cousin once (worrying her to death) about the extension and where the car was. This is after I called them in the morning and verified with them that I had extended the car. They seemed to have no idea of the extension even after the extension took place (thank God I had a receipt!). I was worried that they would still not honor that... Well... I return the car and it had a little sand in there. They charged me 750 pesos to clean. I explained to them their terrible service.. They tell me the manager is not there and they will call my tomorrow to figure out the issue. No call for 3 days. I return with my wife and argue our case for 20 minutes or so. The manager goes on to tell me I was already charged (no phone call) and that the vehicle had no objective problems and the only issues were terrible service on their part which is mostly psychological thus he couldn't do anything for me (as I was asking for a measly 10% discount or at least the cleaning charge to be taken away... in the very least!). I had to come back for this conversation... I mean... there it is. I had a terrible "psychologico" experience with this company to which this Alamo means nothing to them. The manager in the end said for my problems, on the next car rental he could add a couple hours to my return time... Which I found to be laughable. In the end I'm not even mad more than I am terribly saddened about how I was treated and it mattered very little to them. Thanks for reading. Good luck out there.

Terrible place to rent a car. I should have learned from my previous bad experiences here. Arrived only to be told they don’t have any cars available for a pre-paid reservation. Administration should have called instead of waited for clients to arrive only to be told no car available. Terrible customer service & even worse administration. DONT RENT FROM HERE THEY WAIST YOUR TIME!

This is the most inefficient rental car location I have ever been. We have been waiting for 1,5 hours and we still don’t have our car. They haven’t given us any explanation of why the delay and they have been dismissing us. This is the WORST and most inefficient car rental place, they are slow, mean, and totally unapologetic.