Top Rent A Car Bulgaria - www.toprentacar.bg

Hi,

Thank you for your kind words! We're thrilled you had a great experience with Top Rent a Car.

Best regards,

Top Rent A Car

Dear Customer, Thank you for being a loyal customer and for sharing your detailed feedback — we truly value it. We’re glad to hear that the vehicle met your expectations and that the introduction of e-documents has improved your check-out experience. We're always working on ways to make the rental process faster and more efficient, and it's encouraging to see that acknowledged. That said, we take your comments seriously. When something doesn't meet your expectations — no matter how small — we encourage you to contact us directly. We're always ready to resolve issues on the spot and ensure your rental experience is as smooth as possible. As for the delays at our office in Sofia, near the airport, the summer season and the heavy flight schedule often create a surge of arrivals within short time windows. This is exactly why we’ve been introducing tools like digital contracts and streamlining our internal processes. We're also continuing to work on improving the base infrastructure and staffing to better handle peak traffic. Thank you once again for your continued trust. We’ll be happy to welcome you again soon. Best regards, Top Rent A Car

Dear Customer,

We’re currently unable to locate any active or past rental under your name, so we are not sure which case you are referring to.

Please contact us with your full name and reservation number, so we can investigate and assist you accordingly.

Best regards,

Top Rent A Car

Hi,

Thank you for your feedback. We take every customer case seriously, and after a detailed review of your reservation, we must clarify the following:

The booking was cancelled due to non-compliance with the Terms and Conditions of the rental service. Specifically, the cardholder was not present at the time of pick-up, which is a mandatory requirement not only under our internal policies but also under Bulgarian legislation. According to the legal framework in Bulgaria, it is strictly prohibited to block a security deposit on a payment card without the physical presence of the cardholder. This regulation exists to prevent fraud and ensure compliance with financial security protocols. We, as a licensed company, have no authority to bypass or make exceptions to national law.

Moreover, as outlined in Clause 5.1 of our Terms and Conditions, reservations cancelled less than 72 hours prior to the start date are subject to a cancellation fee of 20% of the total rental cost, but not less than the value of one rental day. These terms are transparent and publicly available.

Regarding your remarks about our team’s professionalism, we have found no record of any communication between you and our senior management. The colleague who handled your case followed both company protocol and legal requirements. Our management team consists of experienced professionals with proven track records in the fields of car rental operations and customer service. All team members are trained to provide accurate and lawful information at every stage of the rental process.

While we understand your frustration, the responsibility for ensuring that all rental requirements are met prior to the pick-up lies with the customer.

Top Rent A Car operates under strict compliance with both internal standards and the legal obligations of the Republic of Bulgaria. We do not and cannot make exceptions that would breach this compliance.

Best regards,

Top Rent A Car

Dear Customer, Thank you for your kind words and the 5-star rating. We're here to serve you! Best regards, Top Rent A Car

Dear Customer, Thank you for your feedback and the 5 stars. We look forward to serving you again! Best regards, Top Rent A Car

Dear Customer, Thank you for your kind words and the 5-star rating. We're here to serve you! Best regards, Top Rent A Car

Dear Customer, Thanks for the amazing review! We're glad to have provided a great experience. Best regards, Top Rent A Car

Dear Customer, Thank you for your kind words and the 5-star rating. We're here to serve you! Best regards, Top Rent A Car

Hi,

Thank you for sharing your feedback.

Please note that the cross-border fee is not solely based on the duration or destination of the trip. It also reflects the increased mileage typically associated with international travel, as well as the higher risk and administrative costs involved in operating a vehicle outside the country.

We truly appreciate your understanding and remain at your disposal for any further questions.

Best regards,

Top Rent A Car