Car Hire at San Juan Luis Munoz Marin Intl Airport

Pros: The upgrade for a better car

Cons: thet charge me extra for gas even that when we check out the gas wasn't; full and the lady make the correction. Still they charge me for 3 extra gallon at the return

Cons: I made a reservation & expected to arrive and begin the process. When I arrived there were no cars made available, the gentleman working, instead of notifying us that there were no cars did not tell us anything & made us wait up to an hour in line just to inform us that they were no vehicles anymore.

Fuel Option - Deceptive at best -

Pros: Car was OK

Cons: The usual fuel options are spelled out on the wall of the rental counter. I wanted the standard fuel option - return full, or pay ~$10 per gallon if not full. The agent would not let me select this option - insisting that I select the Prepay Full Tank option ($55), and that I would not be charged if I returned the car full. He handed me a contract to which had no indication of the option to return full and not be charged. He insisted the $55 charge was "only an estimate" and that I would not be charged. I refused to sign, and he produced a stamper and stamped in red "Prepaid Fuel Reversal 100% If Returned Completely Full" on the contract. With that, I signed the contract and enjoyed my rental. Upon return, the agent was surprised that I filled the tank, and indicated I had been charged the $55. I notified him of the agreement, and produced the contract with the red stamp. The agent told me I had to return to another agent to process the fuel refund. This extra step upon return was not what I was promised (I would not be charged, "only an estimate"), and not what I wanted. The San Juan, PR airport location is not allowing renters to receive the published fuel option of their choice. Had I returned the car a couple of gallons short, I would have had no recourse but to pay the $55.

San Juan rental

Pros: Service when I extended my rental. The service rep was super friendly & understanding. She made this rental feel so much more worth it in comparison to my pick up experience. The service reps name was Sollelie I think and she might have saved your relationship with me

Cons: However, when I picked up my car I had to wait for over 45 minutes. When I asked what was wrong several times I felt ignored and unimportant. The car was still not cleaned to your own standards & no apology was offered. I was really surprised by this service and I could see the same aggravation in other customers that were waiting too. Meanwhile I could see customers at your competitors getting their cars, being offered upgrades to accommodate an unavailable car for one customer and general satisfaction with their experience

Disgusting

Cons: Car was beat up. 30k miles worn, dirty, stained, torn interior. Dents scratches, etc. TERRIBLE! Worst rental ever.

Pros: The car was small but still spacious enough to fit in. Dropping off the car was simple.

Cons: Picking up the car took an hour just waiting for them to bring the car over. When we finally got the car it was still dirty and even had some cockroaches. It was an older car which is typically ok bit this car had troubles driving on the highway and going up hills. It constantly rattled and shook while driving on the highway. We had concerns it wouldn't even last the duration of the rental. The car made it up hills but even with full acceleration it struggled. I know small economy cars have small engines and aren't going to feel as responsive while driving but this car was in rough shape and needed a tune up.