Europcar Renta de Autos Cuernavaca Centro

The relatively low ratings of this location did not match my experience. Whilst staying in Cuernavaca we needed a basic car for two days of touring nearby. I booked the day before using their website, and it was easy. It quoted me a price, and I prepaid it on the website. Upon arrival, the man in the office noted my horrible Spanish and spoke English for me. The car was exactly as described, but had higher mileage and more dents / scratches than I expected. They were all recorded on the form. Upon returning there were no additional charges or surprises. Everything was smooth and uneventful!

Like other reviewers, we too had reserved a rental car via a 3rd party website (Expedia). When arriving at the place, the gentleman Enrique told us we had 2 car reservations- which was not true. When asked why that was, he changed the subject & said they had our car was ready and all that was missing was the purchase their “mandatory” insurance. We had purchased insurance with our online reservation but he discredited it, said it was basically worthless & a problem on Expedia’s end for taking advantage of their customers in that way, and that we should instead make reservations with Europcar directly than with 3rd party websites. I have used Expedia for car rentals, flights and hotels for many years and have never encountered a problem of this sort. Overall, the employee’s explanation of why our purchased insurance wasn’t valid and his trying to sell us an insurance 4x the price of the one we had paid for, was frustrating and petty.

I had a reservation and when picking up the car I was told I couldn't use the insurance of my credit card even though I had a letter from the bank because the letter needed to have some specific wording, plus I was told that even if I had it correct I will need to leave a deposit of $5000 dlls. So the only way to pickup the car was to pay for their insurance which was a 4x times extra charge that the original reservation. The employee was corteous but the overall experience felt like a bait and switch tactic.

This company was so unprofessional and one of the worst experiences of my life. I was there for over 2 hours to pick up a car I already had a reservation for. I read all of the terms and conditions on the website to avoid any confusion so I came ready with a picture of my passport, my driver's license and a letter from my bank verifying that I had insurance that would cover 100% of the cost of any damages to the car. When they went to check me out they added their insurance which would nullify the insurance provided by my credit card so I explained to them that I don't need it for that reason. They then became obviously upset at the fact that I wouldn't buy their insurance and we went back and forth for over an hour about why I didn't want or need the insurance and I attempted to explain that I brought everything the Europcar website specified that I needed to verify the insurance. They said that the letter wasn't sufficient evidence to verify even though the website states otherwise. They stated that if I wanted to use my own insurance I would have to have a $10,000 USD hold on my card. I finally agreed to buy the company insurance after an hour of arguing with them and explaining that my credit card didn't have a $10,000 limit. After I agreed to buy the company insurance they then stated that there would still be a $600 USD hold, on a $22 rental, placed on my credit card in case the car was damaged. When I asked why I needed a $600 hold even though I agreed to buy their insurance they stated that this was their policy even though that's not stated anywhere. I finally had my friend call hoping that maybe there had been a communication error as Spanish is not my first language and he very rudely told her that they had treated me nothing but nice by explaining everything and letting my son play with his phone, after which he snatched his phone away from my 2 year old who had been waiting patiently the entire 2 hours because of how badly he wanted to see the rhinos, and that it was very annoying that I would say anything otherwise. He then hung up on my friend who was simply trying to translate and told me they weren't renting anything to me. After I called my friend back she told me that he had cursed at her. During this time a coworker thought it appropriate to snicker under his breath every time I spoke and talk about me right in front of me as if I couldn't hear him Clearly it was their intent the whole time to not allow me to rent a car. They could've saved my time and energy by being upfront about whatever their reasons were for not wanting to rent to me. Afterwards they kicked me, a pregnant woman and my 2 year old son out saying to go somewhere else because they weren't giving me a car. This was the most unprofessional experience I've ever had and I should've listened to the google reviews and went elsewhere from the start.

On June 11th 2018: Yea, we decided to search thur internet to find good deal rental car with insurance and found one then paid half via online like 3rd party rental car. They sent me email and found same dirty Eurocar which we have no choice due to our plan cannot be delay then went there. I knew and made mistake to rental car that this same bad eurocar place and wasted I paid taxi to got there from my friend home quite far plus paid toll road. Wow, my wife, daughter and friend saw same ugly macho man wore same dirty polo shirt with pant from Sunday, June 10th with his bad attitude and looked us down as unprofessional worker with little guy wore dirty clothes too. Of course, I never trusted them and kept checking them with correct the info conformation and price. So they show us their new cheap car and told us all tires already 45 air pressure tires sets.. I was like what the hell in my mind and told my wife to spoke them that isn't correct numbers due to not safe and easy pop. We told them reduce to around 34 air pressure for whole tires but they refuse comply and insisted it's good until final down to 40 but didn't cooperated my wish. Yes they deliberated to sabotage us to get money for exploited us. That's time I wasn't well and hurry to go. Once we took car out then voila, problem with one tire keep low air and had to stop at gas station while we travel far away. We really never forget how they behaved unprofessional, dirty clothes without logo eurocar polo shirt and didn't respect value customers- attempt to exploited us for MONEY. PS. Don't go there, not worth for your time and money. Go somewhere else better rental car who will service you very well because I do love rental car for many years all my life until this. Wow, don't go this dirty business. One left post for 3rd my bad experience when I returned it.