Book Ace car hires in Cancún

Pros: Buena noche, Kayak. Es la peor experiencia de renta de autos. Un robo. Al llegar a Cancun desde la ciudad de Mexico me dirigí a recibir el vehiculo y la arrendadora me dijo que el mismo no podia ser apartado por mas de una hora y el vehiculo que me ofrecian implicaba un pago de mas del 200% de lo que pagué originalmente. Por supuesto rechacé estas condiciones y pedí el rembolso de mi dinero y me comentaron que revisara la devolucion con Ace puesto que el mismo no me lo iban a rembolsar. ¡¿Como es posible pagar $3,400 y que el vehiculo no este disponible y que te propongan darte un vehiculo pagando $6000 mas?! Para hacer un total de $9000?! Un robo sin lugar a dudas. Debido a que no acepté y no usé el vehículo si quiero apoyo para que me indiquen como procede el rembolso de mi dinero, por favor. El malestar es porque llegamos del vuelo mi esposa, mis fos hijos de 10 meses y yo. Necesitabamos el vehiculo para trasladar a mi familia y sin lugar a dudas me quisieron ver la cara con esta renta. Mis datos de contacto son: Celular: 55 1784 0026 - Numero de la Ciudad de Mexico. Correo: rm_jonathan@hotmail.com Buen martes a todos.

Cons: Muy mala experiencia porque considero que la arrendadora de autos en Cancun tomó el vehículo que alquilé para rentarlo a un precio mayor que el que yo pagué. No vuelvo a utilizar esta plataforma para renta de autos.

Pros: I was informed upon arrival that I would have to pay for additional liability insurance even though at no time was I notified about this prior to rental by either kayak or ace. Insurance has been offered in my past trips to Mexico, but it has never been mandatory like this visit. This increased the price from $2 per day to $31 per day, which obviously substantially changed the cost of the trip.

Cons: This issue with insurance could have and should have been made clear by kayak and ace prior to booking.

Pros: Worst customer service I have ever received in my life. I didn’t take the car but I was still charged. They would not accept my USAA insurance and they wanted me to pay $240 for insurance. My rental was $110 so why would I want to pay $240 for insurance. I was not allowed to not accept it.

Cons: Never refer me to ACE car rental.

Cons: Have a car for the customer. I booked a car online and when I got to rental I was told there were no cars available for me. So I have never even renter from Ace Car Rental and expecting to receive a full refund.

Cons: I’m still waiting to get my money back, don’t think I will get it

Pros: Nothing.

Cons: I paid a price online that was an set amount per day, but it turns out that was only a reservation fee that didn’t even mean anything because there was no reservation. Once there, we waited in like for 30 min just for a rep to start from scratch and then charge us way more, plus a $2500 deosit!

Watch out for hidden insurance costs in Cancun!

Pros: Quality of the car was good.

Cons: The price online was approx. $56 for the three days but when I got to the counter they told me that insurance was $50 per day so I ended up paying 3 times for insurance and had no clue!

Don’t rent here!

Pros: Nothing

Cons: Ace works through Mex in Cancun. We arrived and the line was 1 hour long. We finally got to the desk and after 15min the agent said that his time is up and that a different agent will take care of us. We watch him clock out and leave in complete disbelief. Waited approximately 30 more minutes for another agent who readily informed us that there were NO CARS LEFT DUE TO OVERBOOKING!!! I can’t begin to tell you the commotion that this created as more than 2 dozen people were told that there were no cars left! Despite our outrage we chose to quietly retreat because it was almost midnight and my spouse and two young children were exhausted. We found ourselves temporarily stranded. THIS WAS COMPLETELY UNACCEPTABLE! I walked inside and outside the airport for alternative car rental companies and hotel options. IT WAS THE WORST WAY TO START OUR FAMILY VACATION.

Longest wait ever

Cons: Took two hours from arriving at Ace (which turned out to actually be Mex) to get a car. In an office with no A/C. Rough starts to vacation.

Poor

Cons: Thank you for contacting CarRentals.com. Hi there, Thanks for reaching out to KAYAK. I was able to locate a car reservation that matches the email ca_martinez@yahoo.com. This reservation Confirmation Number: CRV5594008 was completed on CarRentals.com while remaining on KAYAK with Ace providing the customer service for the reservation. I do see that this location required a shuttle ride and this was a prepaid reservation charged by Ace. I would suggest sharing this experience directly with CarRentals.com. CarRental.com's service center can be reached at support@carrentals.com. All the Best, Shannon KAYAK Team Lead Consumer Services --------------------- Dear Kayak.com: I understand that Kayak.com is a search engine, and that a booking (and issues with it) should be through the vendor, but is Kayak.com comfortable with allowing shady vendors on its platform? As a (7+ year) customer of Kayak.com, I would expect that Kayak.com would have properly vetted its vendor partners (like Costco Travel does, for example). I thought a $2.50 USD car rental (total for an intermediate vehicle, for 4 days, and no hidden fees, according to the fine print) with Ace Rent a Car in Cancun, Mexico (see attached screenshot for Kayak.com confirmation number, please) was Too Good to be True (as they say), but I trusted (as I have had the best Kayak.com experience in the past) that it was backed by a Kayak.com customer satisfaction guarantee. The vendor email (from carrentals.com) did not specify where to go once at the airport. Referencing my confirmation email, I called the company. They asked what I was wearing and in front of which (numbered) airport door and terminal I was standing at. They promised to pick me up in 5 minutes. I waited an hour. When I called back (twice), no one answered (even though it was still within business hours). No one ever called to check up on me (i.e. letting me know that they couldn't find me at the location I indicated to them). I then decided to look at customer reviews on Google Maps. Ace is rated 1.5 out of 5 stars. The comments are accurate. My (newlywed) wife and I had to walk across two parking lots to find a name brand car rental office that provided a better service for a fair price. Now I have to contact my credit card company for a refund (big deal... it's just $2.50), but it's also the hassle, the bad taste in my mouth, the questioning (for the first time) of Kayak.com's vendor selection (and thus, backing) policy, and questioning whether my credit card information is now compromised with a shady company (Carrentals.com and/or Ace Rent a Car). Please consider removing the vendor and that pricing offer from your search engine/results. Or... at least please consider secret shopping the vendor if you're hesitant to remove them your search listings based on my feedback and online reviews. Kayak.com's reputation is at stake. Thank you. Carlos Martinez ca_martinez@yahoo.com