2.0
I am asking KAYAK to contact me directly regarding this booking and investigate this with Avis. I booked an Avis vehicle through KAYAK / its booking partner for a specific rental period and at a confirmed price. Because of travel delays, I arrived approximately two hours after the scheduled pickup time. When I arrived at Avis Battersea, I was told that my reservation had been cancelled just 30 minutes after the scheduled pickup time. I have reviewed the terms and conditions that were presented with my booking. I cannot find anything stating that the reservation would automatically be cancelled after 30 minutes or that I would lose my confirmed rate if I arrived more than 30 minutes late. Avis’s own published UK guidance also does not appear to support what I was told at the location. Their FAQ says customers should call if they expect to be more than half an hour late — it does not say the reservation is cancelled after 30 minutes. A separate Avis FAQ states that, where a vehicle has already been allocated, it will generally be held for two hours after the rental start time. The most frustrating part is that Avis still had cars available when I arrived. They did not tell me they were sold out or unable to provide a vehicle. Instead, they refused to honour my existing reservation and said I could rent a car only by making a new booking at approximately three times the price I had already reserved. I also received no notification that my reservation had supposedly been cancelled. I fully accept that I arrived late. That is not the issue. The issue is that a significant 30-minute automatic cancellation rule was apparently applied to my booking even though I cannot find that rule disclosed anywhere in the terms I was provided. If I reserve a car from a specified start time until a specified return time, I expect that I am paying to reserve that rental capacity for that period. I understand that I do not get extra time at the end because I arrived late. What I do not understand is how the reservation can simply disappear 30 minutes after the start time, particularly when cars remain available, and I can then be asked to pay three times as much for essentially the same rental. That defeats the purpose of making a reservation in advance. I am particularly concerned because Avis has now directed me back to the third-party booking provider rather than explaining where this alleged 30-minute cancellation rule appears in the terms applicable to my booking. KAYAK: please contact me directly about this complaint. I would like KAYAK to review the terms that were displayed when I booked, confirm whether a 30-minute cancellation rule was disclosed anywhere in the booking flow, and raise this directly with Avis. I am seeking either a refund/reimbursement and appropriate resolution or a clear explanation showing exactly where, before purchase, I was informed that Avis could cancel my confirmed reservation after only 30 minutes and then require me to pay approximately three times the price despite still having vehicles available. I would appreciate a response from KAYAK rather than simply being redirected back to Avis.Reviewed Aug 23 2026
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10.0
Great vehicle. Fine pick up and drop off. All went well.Reviewed Aug 23 2026
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4.0
The car itself was clean, comfortable, and ready to go by the time I picked it up. However, I had some issues with the payment process. They required a physical credit card, which I understand, but I only had my credit card digitally available. Unfortunately, they did not offer another option, such as paying online at the counter, so I was almost left without a car. If you’re travelling, make sure you bring a physical credit card or pay in advance through the website to avoid being stuck without a rental. As for the protection plan, it was significantly cheaper through a third-party booking site. Avis charged around $48 per day when purchasing the protection at the counter, whereas through the third-party website, it was only $44 for the entire rental and was added to the total upfront rather than charged per day. Overall, the car and pickup were good, but I would strongly recommend reviewing the payment requirements and protection options carefully before arriving at the counter.Reviewed Aug 22 2026
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4.0
service engine light was on in the car, and it was dinged up and dirtyReviewed Aug 22 2026
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10.0
Fast and curious, premium car for discounted priceReviewed Aug 21 2026
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10.0
Pick up and drop off was easy. No unexpected fees.Reviewed Aug 21 2026
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2.0
The trip was canceled.Reviewed Aug 21 2026
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2.0
I never got the car, and need to figure out how to get a refund non the insuranceReviewed Aug 21 2026
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10.0
Staff great and friendly. Easy process for pickup and dropoff.Reviewed Aug 20 2026
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2.0
Overpriced and dirty vehicle.Reviewed Aug 20 2026
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2.0
I was extremely disappointed with Avis. I had already selected and paid for my rental from NC. When I got there, they wouldn't give me the car without a credit card. I have rented many cars and always used my debit card, no problem. I was stranded at the airport after flying across the country. They didn't care. No sympathy. I was told that if I bring it back to the same airport I didn't need a debit card nor deposit. The lady refused.Reviewed Aug 19 2026
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8.0
boaReviewed Aug 19 2026
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