DoYouSpain car rental

Walruses

Avoid this company at all costs and the vehicle rental companies they appear to be in cahoots with to extract as much money as possible from people. I booked 2 cars to collect in Malaga for a big family holiday. I booked on the website for collection at 1:30pm and entered my flight number as requested. I did this for both bookings. When I arrived to collect the cars at OK car rental, with my husband and 2 young children at around 1pm, I was told that my booking had been made for 1:30am and were no longer available as the booking was only honoured for 6 hours. However, if I would like to pay an additional insurance of €230 per car they could offer us 2 cars. What you have to bear in mind is that my original 10 day booking was €140 per car but they could not guarantee that if I rebooked via DoYouSpain website that there would be 2 cars available for me - only if I paid €460 would this be possible. I rang DoYouSpain as advised by the less than helpful service agent at OK and they said they would speak to OK Car Rental. I went to pass the phone over and was told abruptly they had to phone the head office. I then waited with my family for DoYouSpain to phone me back..... ever hopeful of a resolution. They called me back to reiterate exactly what OK had said, if I paid €460 (nearly double my original booking price) I could have the 2 cars. I asked if I could pay an admin fee to alter the original booking as they had an option when booking that was €7 more to allow amendments and I was told that as this was my error they could not allow me to change the booking. By this point we had little choice. I was now stranded at their office a way out of the airport and I needed to get to the villa where we were staying that would be a €50 taxi ride and there were 10 of us that needed vehicles for our holiday. We had to pay the insurance. Oh….and €25 fuel admin fee we weren’t told about. We also witnessed a very hard sell on insurance with all other people collecting cars while we were there with warnings of small scratches to the car costing them €300 as a minimum if they weren’t fully covered.
Revisiting the DoYouSpain website it appears their clock defaults to am – so despite me scrolling through to 1:30pm it reverted back to am (their error not mine) and as an aside the OK Car Rental office is only open until 10pm so I couldn’t have collected the car even if I had arrived at 1:30am!!!
All in all this was the most horrendous experience of customer service that left me and my family feeling very vulnerable in a foreign country, with no consideration that we had 2 young children travelling with us. We were basically forced in to paying a large sum of money for a fault on their website that now feels very deliberate and little warning of the 6 hour expiry time of the booking. It was all about the money and I will never use them again and warn people to do the same. Interestingly there is also no obvious way to log a complaint on their website either…….AVOID AVOID AVOID!!

cubegame

I tried on the Doyouspain website and there was no change in times if you correctly selected the time in 24 hour clock format.


This seems like your mistake.


The Terms & Conditions for OK Car are well laid out with regards the 6 hours (see below) and there is also the option of out of hours collection so your argument about how they shouldn't have accepted the booking is spurious too.


"Please note that the supplier for this booking allows up to 6 hours of courtesy from the time on your rental voucher.
If you do not collect your car before this time, your booking will be cancelled by the supplier."


Unfortunately, you're one of the people who have helped keep car hire cheaper for those of us that know how the system works.

EveryWhere

Walruses wrote: »

Avoid this company at all costs and the vehicle rental companies they appear to be in cahoots with to extract as much money as possible from people. I booked 2 cars to collect in Malaga for a big family holiday. I booked on the website for collection at 1:30pm and entered my flight number as requested. I did this for both bookings. When I arrived to collect the cars at OK car rental, with my husband and 2 young children at around 1pm, I was told that my booking had been made for 1:30am and were no longer available as the booking was only honoured for 6 hours. However, if I would like to pay an additional insurance of !!!8364;230 per car they could offer us 2 cars. What you have to bear in mind is that my original 10 day booking was !!!8364;140 per car but they could not guarantee that if I rebooked via DoYouSpain website that there would be 2 cars available for me - only if I paid !!!8364;460 would this be possible. I rang DoYouSpain as advised by the less than helpful service agent at OK and they said they would speak to OK Car Rental. I went to pass the phone over and was told abruptly they had to phone the head office. I then waited with my family for DoYouSpain to phone me back..... ever hopeful of a resolution. They called me back to reiterate exactly what OK had said, if I paid !!!8364;460 (nearly double my original booking price) I could have the 2 cars. I asked if I could pay an admin fee to alter the original booking as they had an option when booking that was !!!8364;7 more to allow amendments and I was told that as this was my error they could not allow me to change the booking. By this point we had little choice. I was now stranded at their office a way out of the airport and I needed to get to the villa where we were staying that would be a !!!8364;50 taxi ride and there were 10 of us that needed vehicles for our holiday. We had to pay the insurance. Oh!!!8230;.and !!!8364;25 fuel admin fee we weren!!!8217;t told about. We also witnessed a very hard sell on insurance with all other people collecting cars while we were there with warnings of small scratches to the car costing them !!!8364;300 as a minimum if they weren!!!8217;t fully covered.
Revisiting the DoYouSpain website it appears their clock defaults to am !!!8211; so despite me scrolling through to 1:30pm it reverted back to am (their error not mine) and as an aside the OK Car Rental office is only open until 10pm so I couldn!!!8217;t have collected the car even if I had arrived at 1:30am!!!
All in all this was the most horrendous experience of customer service that left me and my family feeling very vulnerable in a foreign country, with no consideration that we had 2 young children travelling with us. We were basically forced in to paying a large sum of money for a fault on their website that now feels very deliberate and little warning of the 6 hour expiry time of the booking. It was all about the money and I will never use them again and warn people to do the same. Interestingly there is also no obvious way to log a complaint on their website either!!!8230;!!!8230;.AVOID AVOID AVOID!!

I too checked, and had no problem with the website. Perhaps you did not understand the 24hr format in choosing 1.30 instead of 13.30.

You had the option of returning to the airport and choosing another provider.
They had no obligation to provide you with a car and if you didn't have a credit card to cover the pre-authorisation required, you would need to purchase their excess waiver.

If you did have a valid credit card with a sufficient balance and they still insisted on you taking their waiver, you could have upped sticks and gone with another provider. There are quite a few at Malaga airport, on and off site.

So, in conclusion, it's appears to be your mistake entirely.

Read the T&C so that you understand what you are booking and make sure you have excess car hire insurance together with a CC for the pre-authorised deposit or be prepared to pay the car hire company's waiver.
This forum is a rich resource, so there is really no excuse.
You seem to have found your way here easily enough....