Book Ace car hires in Cancún

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

Worst car rental i ever heard.

Pros: Not one bit

Cons: Website claims rental was $1per day. But didnt say anything about insurance are not included. 1.5hrs of wait time just to tell me i need to purchase insurance which is mandatory and by the time numbers where calculated i could have gotten a better deal at another rental place!

Nightmare in Cancun

Pros: Nothing

Cons: When we arrived at the airport there was not any car rental stage for Ace Rental Company. Somebody who was not their colleague said that our transfer bus will pick up us soon and will bring us to the place where we can pick the rented car up. After the transferring we arrived at Ace and Mex rental company stages where Ace was closed (1:00pm). We had to rent the car from Max because they took over Ace reserved car renting as they told us. Before our holiday I spoke with an operator from Ace via phone who said that I can pay the deposit with debit card but at Max can not accepted this paying method so I had to move forward to Budget who can solve this issue but the car rental was $142 instead of $49 that we booked before. So thanks for the expensive nothing.