RENTAL24H.comReviews of rental24h.com

Response from RENTAL24H.comDec 22, 2023

Dear CS Teo, It is a pity to hear about your negative experience. As we can see, the issue is not about the refund for your booked car - this sum was returned. Also, as we understood from your review ("24H pushed the onus to refund to Allianz, & they throw a “not refund” condition), our company has made everything in our power to return you the money paid for insurance. We've done our best, but if the company's policy prohibits post-cancellation insurance refunds, it's a risk beyond our control. We recommend reviewing the refund and cancellation policies of the chosen rental agency for your particular deal BEFORE paying for it. Even when you are sure that the cancellation was done in time, you might not get the full refund for obligatory insurance, cancellation/late amendment fees or booked extras. If you have any questions next time, contact our customer agents before making a reservation in a live chat on My Booking page or via phone (check out the local phone numbers for your country here - https://rental24h.com/about-us). This way, you will be informed about non-refundable categories in your particular reservation. We are committed to resolving the issues as soon as possible, so you will have a positive experience with Rental24h.com. Rental24H Team

Response from RENTAL24H.comNov 24, 2023

Dear Ma Po, We apologize for any inconvenience caused. First, it's essential to emphasize that in the event your card lacks sufficient funds to cover the deposit at the rental counter during the pickup process, the rental agency (not Rental24h) reserves the right to withhold the booked vehicle. Consequently, even though your bank assured you that there were no issues with your card when you contacted them, the rental agency in Bucharest declined to accept it. We recommend reviewing the refund and Deposit policies of the chosen rental agency for your particular deal before confirming the booking. Even when you have prepaid for the car on our website, you will be asked to pay a Refundable Security Deposit (this sum will be hold on your card till the end of your trip), and might be asked to pay some extras like local fees or an additional driver fee (depends on your pick-up spot). You can always contact our customer agents in a live chat on My Booking page or via phone (check out the local phone numbers for your country here - https://rental24h.com/about-us). This way, you can secure your refund and will be informed about non-refundable categories in your particular reservation. We are committed to resolving the issues as soon as possible, so you will have a positive experience with Rental24h.com. Rental24H Team

Response from RENTAL24H.comNov 7, 2023

Dear client, We sincerely apologize for any inconvenience you may have experienced. We understand that you have concerns about your recent reservation, and we'd like to address them. Firstly, we'd like to point out that all the necessary information regarding the required documents, including the use of debit or credit cards, is readily available on our website at the time of making your reservation. You can access this information by clicking on the "Important Information" section on the search results page, where you can find details about payment methods for the selected deal and whether the rental agency at your chosen location accepts debit cards or not. Regarding your desire to cancel the reservation after it has been made, we want to inform you that in most cases, customers are responsible for canceling all additional services and extras they have booked along with the vehicle. Consequently, if you decide to cancel your insurance within 24 hours of the car rental agreement's scheduled start, please be aware that no refund will be provided for this particular service. We recommend reviewing the refund and cancellation policies of the chosen rental agency for your particular deal before paying for it. If any issues arise, contact our customer agents promptly in a live chat on My Booking page or via phone (check out the local phone numbers for your country here - https://rental24h.com/about-us). This way, you can secure your refund and will be informed about non-refundable categories in your particular reservation. We are committed to resolving the issues as soon as possible, so you will have a positive experience with us. Rental24H Team

Response from RENTAL24H.comNov 7, 2023

Dear Massimo, It is a pity to hear about your negative experience, but we would like to know more details about your issue. In order to solve it, we need to know whether you have cancelled the reservation at the rental counter or at least a few days before your trip. Our refund policies are similar to other platforms like Booking.com or Expedia.com. Notice that a full refund could be done only when you cancel your reservation up to 24 hours before the pick-up time. Kindly note that in most cases you are also responsible for canceling any additional services and booked extras. Next time review the refund and cancellation policies of the chosen rental agency for your particular deal before paying for it. Even when you are sure that the cancellation was done in time, you might not get the full refund because of obligatory insurance, cancellation/late amendment fees or booked extras. We recommend you always contact a customer support agent in a live chat on My Booking page or it could be done by phone (check out the local phone numbers for your country here - https://rental24h.com/about-us). The problem with the refund is usually solved if you call as soon as possible. We are committed to resolving the issues as soon as possible, so you will have a positive experience with us. Rental24H Team *** Cher Massimo, C'est dommage d'entendre parler de votre expérience négative, mais nous aimerions en savoir plus sur votre problème. Afin de résoudre ce problème, nous devons savoir si vous avez annulé la réservation au comptoir de location ou au moins quelques jours avant votre voyage. Nos politiques de remboursement sont similaires à celles d’autres plateformes comme Booking.com ou Expedia.com. Notez qu'un remboursement complet ne peut être effectué que lorsque vous annulez votre réservation jusqu'à 24 heures avant l'heure de prise en charge. Veuillez noter que dans la plupart des cas, vous êtes également responsable de l'annulation de tout service supplémentaire et extra réservé. La prochaine fois, examinez les politiques de remboursement et d'annulation de l'agence de location choisie pour votre offre particulière avant de la payer. Même si vous êtes sûr que l'annulation a été effectuée à temps, il se peut que vous n'obteniez pas le remboursement intégral de l'assurance obligatoire, des frais d'annulation/modification tardive ou des extras réservés. Nous vous recommandons de toujours contacter un agent du service client via un chat en direct sur la page Ma réservation ou cela peut être fait par téléphone (consultez les numéros de téléphone locaux de votre pays ici - https://rental24h.com/about-us). Le problème du remboursement est généralement résolu si vous appelez le plus tôt possible. Nous nous engageons à résoudre les problèmes dans les plus brefs délais afin que vous viviez une expérience positive avec nous.

Response from RENTAL24H.comOct 30, 2023

Dear Cantet Jean Philippe, It's a pity to hear about your negative experience. Based on the feedback you shared, it seems there was a significant delay of approximately 9 hours in your pick-up time. And if you did not request an extension for your reservation in a timely manner, it's important to understand that the car rental provider is not obligated to hold your vehicle until your arrival. Moreover, many companies enforce a "No-show policy," which means if you fail to cancel or modify your reservation, certain consequences may apply. The penalty for a no-show in the context of car rentals can vary significantly. The specific charges depend on the rental company and whether you chose a "pay later" or prepaid rate. The range of potential fees includes no charge, a relatively small fee, or the entire rental cost. Therefore, we recommend for future reference, to plan ahead your trip and make reservations with some flexibility to account for unforeseen circumstances. Please be aware that in such cases, suppliers typically do not offer refunds. Our refund policies are similar to other platforms like Booking.com or Expedia.com. Notice that a full refund could be done only when you cancel your reservation up to 24 hours before the pick-up time. If any issues arise, contact our customer agents promptly in a live chat on My Booking page or via phone (check out the local phone numbers for your country here - https://rental24h.com/about-us). This way, you can get more details about the possibility of getting any refund and will be informed about non-refundable categories in your particular reservation. We are committed to resolving the issues as soon as possible, so you will have a positive experience with Rental24h.com. Rental24H Team

Response from RENTAL24H.comOct 16, 2023

Dear Jos, We have thoroughly reviewed your complaint, and we appreciate your acknowledgment of the quality of service received through our online chat support (as you told, "the response through online chat was very good"). Given that our customer support has already provided you with an explanation of why a refund is not possible in your case, we'd like to understand what additional assistance or steps you may be seeking from us. If you have any questions or require further support, we kindly encourage you to reach out to the same customer support representative you interacted with during your previous online chat (https://rental24h.com/my-booking). We would like to bring to your attention that our TrustPilot page reflects our reputation and interactions with customers. Therefore, we kindly request that you refrain from leaving another 1-star review, as it would only echo the same experience. Best regards, Rental24H Team

Response from RENTAL24H.comAug 28, 2023

Dear Colin Demeusy, It is a pity to hear about your negative experience, but we would like to know more details about your issue. It seems like the email address was wrong, so that is why you might not receive any letter. Also we don't clearly understand your intent to call Germany, France and Italy customer lines. Be sure to call a customer support in your current country with the phone numbers indicated on our About Us page. If you want to provide more details, contact a customer support agent in a live chat on My Booking page or it could be done by phone (check out the local phone numbers for YOUR PARTICULAR country here - https://rental24h.com/about-us). We are committed to resolving the issues as soon as possible, so you will have a positive experience with Rental24h.com. Rental24H Team

Response from RENTAL24H.comAug 3, 2023

Dear Maria Pia Sassi, We apologize for any inconvenience caused. Our refund policies are similar to other platforms like Booking.com or Expedia.com. Notice that a full refund could be done only when you cancel your reservation up to 24 hours before the pick-up time. Kindly note that in most cases you are also responsible for canceling any additional services and booked extras. Thus, if you cancel your insurance within 24 hours of the car hire agreement start, NO REFUND for it will be provided. We recommend reviewing the refund and cancellation policies of the chosen rental agency for your particular deal before paying for it. Even when you are sure that the cancellation was done in time, you might not get the full refund for obligatory insurance, cancellation/late amendment fees or booked extras. If any issues arise, contact our customer agents promptly in a live chat on My Booking page or via phone (check out the local phone numbers for your country here - https://rental24h.com/about-us). This way, you can secure your refund and will be informed about non-refundable categories in your particular reservation. We are committed to resolving the issues as soon as possible, so you will have a positive experience with Rental24h.com. Rental24H Team