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“Be warned- do not use Enterprise/Guerin!”

written by AlannaSherwood318 on 03/02/2015

Never use Enterprise at Faro Airport.It is not Enterprise.It is actually a partner company called Guerin which you will only discover when you arrive at the airport. This is a Portuguese company which is totally unscrupulous and operates purely to extract more money from you. The original price quoted with Enterprise bears no resemblance to the price you actually pay when you get to the airport.
We booked a car on-line to be picked up at Faro Airport in August last year.
The charge for the hire seemed very reasonable inclusive of Damage Waiver, Theft Protection and third party liability. At the time of booking we phoned customer enquiries as there was a rather strange booking process. We checked that the money would be taken when we arrived at the airport and that there would be nothing else to pay. The person we spoke to in England confirmed this.
However on arriving at Faro Airport we were told that unless we paid 170 euros extra we would not be covered by the insurance. The alternative would be to put 2000 euros on our credit card as a deposit. They then tell you about a customer today who has had to pay £1000 off this deposit for a scratch. As we did not have the capacity on our credit card for 2000 euros and we were frightened by the story we were forced to accept the new price for the car hire or have no way of getting to our accommodation.This put another 50% of the original price onto the final price of the hire!
We would never have booked with Enterprise if we had known the full cost of the car hire at the time of booking.
In addition to this, the service we received at the desk was appalling. The staff member was indifferent and then rude. When we asked her to look at the booking form she waved it away and said no it was too small. She refused to listen to our concerns and said "If you don't like it don't take it, we don't need your custom; we have plenty of other customers". My wife was very upset but instead of trying to reassure her she said "Are you always like this? Your poor husband". As we left we heard her cheer and clap.
We have hired cars all over the world and have never had any problem before. This is the worst level of customer service we have ever experienced. It soured our holiday. We since note that holiday review sites confirm that we are far from alone in our opinion of Enterprise/Guerin. We wish that we had checked beforehand. We never usually leave reviews but feel so strongly that we don't want other families to go through what we did. You have been warned! If you must book with them, we have since discovered there is an insurance you can buy on-line beforehand from other insurers which costs only about £30.This will cover you and prevent the extra charges. However, having said this, read other reviews which report this causing problems with this company as well.