written by Wimbledon1313 on 20/09/2023
The worst car hire company I have used in 40 years of travelling. I arrived to pick up my car at Delpaso car hire after taking courtesy coach so was off airport and was told that they would not rent the car to me. It transpires that because I had previously left a negative review that they logged this against my profile and would not rent the car that I booked 5 months ago. So much for wanting to give them the chance to show that their service had improved, that they left me in Malaga without a car. If they hadn’t wanted to accept my booking then surely they should have cancelled it when I made the order, but I’m afraid Delpaso have not changed …their customer service is the worst I have ever experienced ( and after renting over 100 cars that says something) so I strongly suggest that you avoid them. Here is the review that the ‘blacklisted” me for…. I strongly suggest that you never, ever use this company Del Paso. They left me in a very dangerous situation. When I arrived on 13th of October 2017, , I was advised that photos needed to be taken when I picked up the car which I did. This was needed as I did not want to pay for their insurance as I had purchased an annual car insurance policy with a company in England for all car hire in Europe. They no longer identify the scratches or dents on the car for you. Upon returning the car today at the offsite Malaga airport office at 08.00, I took further photos to ensure that there were no issues. I then went to the " return car kiosk' and was met by a very rude and aggressive member of delpaso's team. He did NOT greet me with a " good morning", but said in a very aggressive tone " why did you take photos?". I explained that the helpful member of the team that I saw on arrival suggested that I take photos both at the beginning and end of the car hire. After waiting, the same person then checked the car and identified 3 areas of concern. I asked whether he had details of whether these small scratches had been logged on their system before I picked up the car, and he responded with...." It's your job to take photos on arrival and prove the scratches were already there on pick up". I showed him the photos that I had taken on picking the car up on the 13th, which showed the scratches were there before I took the car. He wrote on the paperwork " all ok". Whilst waiting for the courtesy bus back to the airport, I was chatting to two groups of people that had also returned their car who were equally surprised by the aggressive nature of the same person. He had asked one lady to wait whilst he checked my car and then ignored her when he came back to the desk and served somebody else. I visit Spain regularly and I am impressed by how helpful and polite the Spanish people are......with this one exception. I asked the person for his name so that I could write to delpaso so they could look into this persons very poor attitude. He said its ..."delpaso". I asked again very politely but he refused to give me his name. As he was unwilling to give me his name, I took a photo of him, which I will send to delpaso. He then refused to take me back to the airport and with my flight leaving 2.5 hours later, I had to walk back to the airport ( about 1.5 km) walking on an extremely busy road……absolutely appalling Delpaso….you should be ashamed
written by on 04/08/2023
Don't use robbers. Told I needed an international driving licence to hire the car when I arrived to pick the car up. Or pay 161 euros for full insurance if I still wanted to hire the car. Be warned I will never use this company again.
written by unicorn.100 on 29/07/2023
every time i have used del paso, they have said it will cost x and it has costed more every time for stupid reasons. would not recommend, the people are not pleasant
written by 118Willoughby on 11/07/2023
Be warned. They will trick you with additional charges
written by Stefanvereecke on 08/03/2023
Please don't rent a car with Del Paso Malaga It is a sham. If you don't take the assurance with them (5 days 170 Euro) they tell you to take the car. I had to make some pictures. At moment of pick-up was a bit dark. I came back for the car return and I can tell you how happy and quick they were to find a small scratch on the rightside bumber back. Car had almost not moved in 5 days. We are 100% sure not to have bumped into anything. The scratch was underneath very small. 193,60 Euro I had to pay. PLEASE DON'T BOOK with Del Paso. it's a sham. Next one taking the same car, will have to pay the same amount. They profit from the scratch to lift money out of all tourists pocket.
written by dlHunt95 on 22/11/2022
WARNING BEWARE : DELPASO CAR RENTAL MALAGA OFF AIRPORT … 19/11/2022 booked through DO YOU SPAIN .COM(NO HELP) Your Rental Voucher - DYS-52343207 You must have a international driving license to hire any of their vehicles as British driving license not valid unless you pay for an extra insurance cover ,my was another €209 on top of the price I already paid so now €313 euros if you have a British Driving license obviously refused. contacted Do You Spain immediately by phone while in the office and they also refused a refund……. Other British tourists in their office told me they facing the same issue, stung with the same clause in there T&Cs. I returned to airport got my car hire from firefly at €94 all in collected my car in 10mins and incidentally they never asked or mentioned an international driving license….STRANGE that. I have been hiring cars in Malaga 10 years and 2 -3 times a year and this is the first time I was told I need international driving or pay full insurance add on as UK license not recognised or valid only if you take there insurance
written by Lobres2016 on 07/11/2022
If your travelling into Malaga airport and your looking to hire a vehicle for your onward journey look no further than Del Paso car hire Excellent vehicles Excellent rates Excellent service The staff are all ver helpful and friendly
written by Rawlly on 26/10/2022
Was dubious abiut using after reading reviews . Booked direct and confirmed that the price inc full insurance at no extra charge . Arrived and was picked up and check in was smooth didnt have to privide 2000 euro deposit as with previous hir companies . Lady on reception very polite and helpfull . No need to check van over as fully insured . Arrived back dropped van off no issue first class service will deff use again next year . Just e mail them and confirm what you require the price was the best by a long way
written by Kade386 on 11/10/2022
Attended Delpaso car hire to pick up our car at appointed time. The sales rep who claimed to be the manager, asked me to sign for extra insurance which I didn't want. He then stated he couldn't give us our car because I didn't have an international driver's licence. I showed him on the government website that it wasn't required and that the booking details didn't state specifically that it was needed coming from the UK. His colleague sat next to him gave a car to an American customer next to us who didn't have an international driver's licence because he paid for the extra insurance. When I challenged him about this he said it was true because she made an exception but he refused to do this for us because we had refused to take out the extra insurance. They then pretended to call the police because I was making an issue about being ripped off. I am disabled and was only in Spain for a couple of days to see my dying mother who lives in the mountains. I was left stranded away from any other car hire places. At the time, there were 3 other customers who were also stood outside complaining about how they had been treated by the company. One had been refused a car. Another had been forced to pay an extra 400 euros. The company seems to have a policy of find any excuse to screw extra money out of the customer and if they complain don't give them a car. Never use Del Paso Car Hire!
written by 192Law on 27/08/2022
She is highly unprofessional! If this is customer service or corrupt sales - You dont match the booking criteria which is in the terms and conditions from your booking agent economycarrentals. becuase you dont have the extra paperwork which is required for a UK licence ( Despite it actually not being needed for 6 months as pr UK goverment). We can forget about that, if you pay another 300 Euros for our insurance all is sorted and forgotten! Which would double my booking to 600 Euro's. I have my own EU insurance anyway. She ripped the piece of paper in half antgonisingly saying im cancelling your booking. WOW! Her response was i am just doing my job! I was not willing to be bribed by the awful lady, she was obnoxious & was clutching onto that little power she has, i wasnt rude and i just decided to leave. I knew my night was not going to be easy to find the next solution at short notice, but dont fall for the black mail and abuse of power when your stuck. Ive used a lot & recommended to friends, but have heard that they have got really greedy & proof is now apparent.
written by Slookisen on 09/08/2022
Listen up! So i arrived today at the rental for my car, that I paid up front weeks ago. Ready to pick up the car, the guy tells me the boss has blocked me for rentals as I posted a negative feedback some years ago!! So I stand here with my daughter first day of holiday with no car, and the money they took I have to fix myself through a claim! This is totally crazy, and can’t be legal!. Do never trust this company and don’t let them take your money and destroy your holiday! And btw, the reason for the “negative feedback” I gave some years ago was cause they demanded four times the cost they presented in the beginning.
written by McDougall377 on 26/07/2022
Tried to hire a car, took my money and then said I couldn't hire it because of their system and only returned some of the money!!! £100 down for a car I never hired!
written by y_geordie on 17/04/2022
Horrible company We hired a car as significantly cheaper by £100 for a week in Malaga (about £180 for a week car hire 4 people 4 doors). All the search engines and meta sites pointed towards it so it clearly signs up to all the right places. Problem starts as you get taken by mini bus to a dodgy place outside. It is on a road where all the car hire places are but usually they take their car to the airport. Huge queue whatever time you turn up at. Their main drive is to upsell you comprehensive insurance which is an additional £26 per day. I bought separately but unlike other places they really try to force you to take comprehensive insurance as their basic package: 1) Does not include breakdown cover - if you breakdown you have to organise your own retrieval 2) Does not take American Express 3) They will not accept photos of existing damage unless it is your phone with meta data. Any existing scratches they won't acknowledge just ask you to take photos 4) Any spelling mistakes 5) I saw plenty of customers being fobbed off or being told because they bought via search engine it's via intermediary so they refuse to help or will cancel your contract as they is little choice when you are physically stranded in the middle of nowhere 6) Read somewhere there is a mileage limit on basic but couldn't see it on mine First car we got the engine kept overheating going uphill - as had no breakdown insurance we nursed it back to the company site. They gave us a 7 seater bigger car in good nick. When we returned at end of the week an aggressive manager type chap tried all the above tricks but luckily he stood down as I became aggressive myself saying how dangerous first car was. I didn't need to as they could have charged my own extended insurance but that just feeds into this and everyone's premier goes up.
written by ECrowhurst on 14/03/2022
Arrived at Delpaso, Malaga late on a sunday night. Handed over a valid UK drivers license to be told "NO SIR! You need an international driver's license or you cant take the car away (Not True). UNLESS we cancel your contract and you pay 3 times as much then no car" (or words to that effect). So... trapped on an offsite car lot in the middle of nowhere and threatened with no car, we had to pay a bill 3 times that of the original. I argued, as you do. They got agressive. No choice. Depressingly it seems Delpaso are a sham car hire company.
written by Aldok on 21/02/2022
Refused credit cards for insurance excess block as only had initial not full first name. Charged for full insurance which I had already covered. Strangely they accepted same card for insurance payment. Avoid
written by Finley255 on 07/12/2021
Car covered in scratches dents and scuff marks..up to you to photo and video..impossible to catch every bit of damage as in dark and lighting poor. Scuff marks do not photo in poor lighting and on returning after clerk spent time looking up possible damage traps on pc will succeed in catching you out.No manager willing to double check that the scruff mark (about 1 inch) discovered wasn't a scratch and very likely already there.Very unhappy and as I was leaving a lady clerk said 'you think we had a gun to your head'..how obnoxious and threatening. Yes it was like that and you have no choice but to pay up to get paperwork for the car excess insurance co. While it will cost me nothing in the end I do want the insurance co to be robbed. Avoid!
written by Quinten405 on 11/11/2021
Avoid , avoid and avoid!! I have booked a car for 3 days with them. I came to collect the car and I had : - an international driving license (together with my British driving license) - Credit card my with name on it - Passport - Private excess insurance. They refused to rent a car without buying from them a private insurance for 60 Euro, as they said that my credit card only includes a first letter of my first name and my full surname. Regarding to them, on my credit card must be also a first name. I had other 3 cards, but without my full first name , they did not accepted them as they said this can me my sister's card, who's first name starts also with a letter 'm'. Even I wanted to pay using the pin number. I've offered them to pay deposit of £1200 by bank transfer or cash, they also refused. They said that If I wont pay them 60 euro for the private insurance they won't rent a car to me and I will loose my booking money which I paid to rent a car and I don't meet their terms and conditions. (which are against VISA cc regulations) In front of me in Delpasso Malaga, was about 8 customers - all arguing about the damage of the car etc. Stay away from this company. Their renting prices are cheap, but they are trying to make a money somewhere else. Their customer service was extremely rude. I just rang my bank, and I'm recommending everyone who has been cheated by this company to make a claim to get a money back using 'charge back '. The waiting time to collect the car was 1hr 20min
written by Oscarpolak on 30/10/2021
Do not rent here. If you don’t have your full name on the creditcard they will force you to take an extra and expansive insurance, it cost me more than €250 extra. And there is nothing you can do. To be clear, i was there with my own credit card, the credit card that i used for the booking. But my hole name is not there only the first letter, that’s why they say I can’t use it.
written by gmullan on 28/09/2021
What an absolute bunch of money-grabbing! I had booked 2 weeks car hire (4-18 Sep 2021). Before travelling, I carefully checked on the UK Government website whether I needed an IDP/International Drivers Permit, and no, I didn't. I got the DVLA check code, and printed out a copy of this and took it with me. I also have my own excess insurance, to avoid having to pay extortionate rates at the desk (this will be relevant later). When we arrived, it was a bit of a walk to the shuttle bus stop, we had a bit of a wait for the shuttle bus from the airport to the car hire place, but not too bad, and the queue when I got there was not too long. So far, so normal for a discount car hire firm. However - this is where the trouble started. Initially, I refused their excess insurance, saying I had my own, which was fine. Then, despite having checked that not only did I need, but I cannot obtain, an IDP, they insisted that I needed one to hire the car. I explained that was not the case, even offered to show them the page on the UK Government website. They said it didn't matter, I needed to provide one, claiming it was a legal requirement, which it isn't. They then said that if I didn't like their terms and conditions, I could go and try and find another car hire company. Having checked prices (out of curiosity) just before I left the UK, I knew there was virtually nothing available, and what there was cripplingly expensive. I also had no guarantee that any other firm wouldn't pull the same stunt. After some more back and forth, they said they would let me take the car, but I had to take their excess insurance. Faced with not having any car at all (essential for our holiday), I felt I had no option but to agree. (This obviously makes a mockery of an IDP being a legal requirement - additional excess insurance would not change that, and makes it clear this is just a money-making scheme). Then, they offered me a diesel Caddy or Doblo, but only for 1 week. They also tried to put me on a fuel policy with an absurdly high administration charge and fuel cost. I spotted the mistake on dates and corrected them, at which point they redid the paperwork, but offered me a 1.4l petrol Fiat Tipo. Not knowing that car, I accepted (I'll come back to this later). They also then informed me that the excess insurance amount I'd paid was only for 1 week, and I'd need to pay even more. I ended up having to pay *€252* for two weeks excess insurance! My *annual* policy for this that I mentioned earlier is just over £31. The excess insurance they charged was approximately *double* what I'd paid for the car hire itself! The car itself was covered in scratches and scuffs, and, as I discovered, massively underpowered for travelling round the steep roads of the region, and even milder inclines, to the point of being dangerous. I don't know whether it was a fault of maintenance, or just having to be driven regularly with my foot flat to the floor to make any kind of reasonable progress up hills, but it drank petrol at a seemingly ridiculous rate. During our time on holiday, I tried to dispute the excess insurance with Del Paso office, but they also told me that I had to provide an IDP (which I physically can't) and that other UK customers provided them (if true, I've no idea how), and that if I checked the Spanish DVLA website I would see it is a requirement, which it isn't. I tried disputing the charge with my credit card company when I get back but was told that because I had signed the contract and taken the vehicle, then I didn't have a leg to stand on, and that the situation I'd had didn't count as duress. I am *beyond* angry that a company can swindle you like this with (apparently) no comeback at all. They need to be banned from doing this, and until then, you need to avoid this company like the plague!
written by dauwalder2 on 05/09/2021
Avoid - Terrible Disgraceful Appalling Customer Service DelPaso were aware of our booking three weeks before the date. They collected us from the airport late at night and when we arrived at their office, unaware to us they had blacklisted us and refused to hire us a car despite knowing we were coming and entering into a contract. The obnoxious lady operator THREW my documents across the floor. They reluctantly took us back to the Airport and we ended up paying a €109 taxi bill to our destination. We were never previously told that we were blacklisted yet they accepted our booking. It all related to us turning up with a Debit Card 3 years ago and complaining that they forced us to pay €180 for their inflated insurance in order to get a car. There was no manager on duty and they refused to call the manager up leaving us stranded late at night. There were other customers in the office complaint that they were being forced to take out the extra insurance. Avoid DelPaso if you want trouble free car hire
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As rated by our community of reviewers
Connollygd's Response to gmullan's Review
Written on: 26/10/2021
This has happened to me today I was left stranded at the airport on my own no car they chucked the paperwork at me because I refused the insurance I had my own they insisted I needed a IDL but if I took the insurance out I did not need to produce an IDL being stubborn I refused to pay he shouted at me well that's Brexit for you madam go and find another car company it's half term I ended up pay a lot of money for a taxi left in tears never use this company, I did ask to speak to the manager he said he was the manager I was not the only person arguing with them over the same issue at the desk they are getting away with it.
Gmullan's reply to Connollygd's Comment
Written on: 27/10/2021
They should be shut down for this kind of behaviour!