Kaan A.
Unfair additional cleaning fee in Mauritius Office
When returning the vehicle on the last day, they charged us an additional cleaning fee for the vehicle they did not have cleaned before delivering it to us. We received a car that had just been returned by the previous customer. The vehicle was not cleaned prior to our receiving it. When I inquired about cleaning at pickup, I was informed that the car was considered clean. Although the exterior appeared satisfactory, the interior was not sufficiently clean. I was told vehicles are only cleaned when they appear particularly dirty. This was acceptable until we were later assessed an additional cleaning fee upon return. Such a policy appears unjust and unreasonable. I am asking that if they want cars returned clean, they should also ensure every vehicle is cleaned before delivering it to each customer. Otherwise, they should not demand a cleaning fee from renters.
Response from united-rent-a-car.comOct 21, 2025
Dear Customer, Thank you for your message regarding the cleaning fee. Please note that the cleaning fee is applied based on the level of dirtiness of the vehicle upon return. While we strive to deliver all cars in good condition, vehicles may not always be perfectly cleaned between rentals if the interior or exterior does not appear particularly dirty. In this case, the fee was assessed because the vehicle’s condition at return required additional cleaning beyond the standard level. This policy ensures that all customers receive vehicles in a hygienic and acceptable state. We appreciate your understanding and assure you that our team aims to maintain fairness and transparency in applying such fees. Kind regards,