Outrageous practices of hiding fees

1.2 / 5
5% of users recommend this
  • Customer Service

  • Value For Money

Guest's review of GoldCar Rental - www.goldcar.es


“Outrageous practices of hiding fees”

Written on: 31/08/2017

Goldcar prices may be attractive, but beware of hidden fees! None of them have been explained to my at the desk (I'm sure it's in the fine prints though)

If you don't take the insurance to cover damages to the car, say, because you've already got such insurance, then they charge (take the money out of) your credit card. This is fine in principle, but if the currency isn't the same, you're being charged by your bank (~50 euros). No other rental car companies I've used do this.

The "service" to refuel on car return is a paid-for (~20 euros) although this was never explained to me. I was expecting a slightly higher fuel price, but got charge for the equivalent of 2 full tanks!


  • 08/2017

    Date of hire (month/year)

  • Bordeaux, France

    Country & City of hire

  • Good

    Condition of vehicle

  • Average

    Choice of vehicles

  • Customer Service

  • Value For Money

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By Goldcarrental

Written on: 12/09/2017

Dear Customer,

Thank you for your comment. We're always trying to improve our services and your opinion is essential to do so.
On the issue you described, please let us explain that initial prices on our website are for basic rentals. Then, our customers are free to add as many services as they need, with the consequent increase of the price. But it any case the decision of adding an extra depends only on them.
Also we would like to tell you our prices and conditions are clearly detailed during the booking process as well as in Terms in Conditions our clients accept.

Please note that in order to pick up a car it is compulsory to block a deposit on a valid credit card. Our staff will always inspect the cars after each use and will mark the damages on the check-out sheet, however, we always ask customers to double check this since the cars can receive damage during their stay in the parking lot. This way both parties are aware of the damage that the car has on it before departing. On return, if our agents find damages that were not marked, they proceed to investigate and if it's considered that it occurred during this rental period, the customer will be charged for it.

Regarding the charge for "refuelling", this is the Flex-fuel fee. In the first place, you can choose Flex Fuel system, with which you leave a deposit for a full fuel tank the day you pick the car up, and when you return it, the amount of used fuel will be charged by Goldcar and your deposit will be refunded. This rate has management costs due to several advantages attached to the own service, and they are specified on our website.

On the other hand, you also can choose Full Fuel system, with which you leave a deposit for full tank, receive the car full of fuel and you have to return the same way, with the full tank. If the fuel tank is not full, the amount of missing liters will be deducted from money you initially left as a deposit.

Please refer your case to our Customer Service department by opening a query through our website. That way, they’ll get in touch with you and manage your case ASAP in order to clarify this matter.

Kind regards.
Victoria R.
Goldcar Representative.

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