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I reserved a vehicle with the company on October 26, 2025. On December 12, 2025, I confirmed via WhatsApp that the vehicle would be all-wheel drive (AWD). I was familiar with the model I booked, but needed assurance due to the poor road conditions from our previous visit and the requirement for a larger vehicle for our luggage. They confirmed it would be AWD. Upon collection, I was informed that the booked vehicle was unavailable, and they could only provide a smaller Nissan model. Although it was also AWD, it lacked a spare tire, which was a significant issue given our plans to drive on unpaved roads. Additionally, they initially attempted to charge me more than the agreed price for this inferior vehicle. After questioning this, they deducted $400, which I reluctantly accepted. I raised concerns about the missing spare tire and the agent indicated I had to accept the vehicle or leave without one. Their only alternative was a pickup truck, but it wouldn’t accommodate our luggage securely. Left with no choice, we took the vehicle. The car was fine until we experienced a puncture in a remote area on January 13, 2026, early in the morning. We tried to repair it with the provided kit, but the damage was too severe. When we reached out to the company, they directed us to contact the insurance, which failed to send assistance. They took the vehicle away and arranged for us to be dropped off at our accommodation. We found ourselves stranded without transportation. The company did not respond to our calls or WhatsApp messages promptly. Eventually, they replied late in the day, stating they had no vehicles available and could only offer a taxi to our accommodation. Despite sending multiple messages and attempting calls, we received no further communication. We explained our need to leave our current accommodation by January 15, 2026, and that we incurred costs for transport on January 14 and missed an excursion on January 13 due to their failure to provide the reserved vehicle. After being left without further assistance, we had to find our own way out of a very remote area, leading to significant additional expenses. We relayed this to the company, but only received a response two days later, offering a minimal reduction on the rental that did not compensate for our losses. This lack of communication was particularly frustrating. They should have at least informed us that we needed to make our own arrangements. As a long-time member of the company's loyalty program, I have rented from them many times in other regions without such issues. This experience was exceptionally disappointing.
I booked a vehicle with Avis Costa Rica on 26 October 2025. On 12 December 2025 I confirmed with Avis Costa Rica via WhatsApp, if the vehicle is indeed all wheel drive (AWD). I know the Nissan Patrol (that I booked) but wanted to make sure it is AWD or 4x4 as the roads we intended to drive were quite bad last time we were in Costa Rica and we needed a large vehicle for all our luggage. They confirmed the vehicle is AWD.When we collected the vehicle they told us they do not have the vehicle that we booked and could only give us a Nissan X-Trail. It was also AWD or 4x4 but a lot smaller and the biggest problem was that it did not have a spare wheel. On top of that, they initially tried to charge me more than the booked price for an inferior vehicle. When I picked that up, I queried it and they deducted 400US$, which I reluctantly accepted. I complained about the fact that the car does not have a spare wheel and told the AVIS agent that we will be driving dirt roads and this will not be good for us. He told me they do not have other vehicles, and I have to take it or leave it. They could only offer a double cab pic-up but our luggage would have been outside as the bin was not covered. This did not work for us, so we took the car, not knowing where else to go and what to do. The vehicle was initially fine until we got a puncture in a very remote area on a dirt road on 13 January 2026 early in the morning – before 7h00. We tried to fix it with the pump and fluid that was supplied but it did not last as the cut in the tyre was too big.We contacted Avis and they told us to contact the insurance. The insurance did not come and change the wheel. They took the vehicle and arranged to have us dropped off at our accommodation. We were then stuck without a vehicle. Avis Costa Rica did not answer any of our calls and initially also not our WhatsApp messages. Eventually they sent us the following message at 17h48 on 13 January 2026: “Sorry, we don´t have availability of cars at the moment, we are checking to provide you with one as soon as we canAlso, we only can provide you with a taxi to the place that you are staying like this morning”We sent numerous messages after that, to both numbers that we had from Avis in Costa Rica, but neither of them returned our messages after the above message. We also tried calling but the calls were not answered. We told them that we have to be out of our current accommodation on the 15th of January 2026 and we had to pay for transport on the 14th and for an excursion that we did not have on the 13th as we could not get to it – all because they did not give us the vehicle that we booked and they did not communicate at all with us.We have to assume that after getting no communication from Avis to remedy the situation that we were left with having to find our own why out from where we were at that moment, which was very remote and ended up costing us a lot of additional money.We communicated this with Avis, but only got a message back from them 2 days later. They offered a small reduction on the rental what was far less than what we had lost due to the fact that we were not provided with a replacement vehicle. We found all totally unacceptable! The lack of communication was the worst. At least they should have had the decency to let us know we are on our own and have to make our own plans to get away from where we were. I have been an Avis Preferred member for many years and have used Avis numerous times in South Africa and also in Europe. I have never had such a terrible experience with any rental company.
HIDDEN FEES!I have been renting cars in Costa Rica for several years now and have always used my American Express to cover out of country insurance on rentals. Avis does not accept and forces you to pay unrealistic ‘mandatory insurance ‘. Had to pay an extra $500 from original quote. Terrible business practice. I will continue to ONLY use Alamo and Enterprise. They are straight forward with no hidden fees. I always receive a very clean car with exceptional service. Lesson learned!
I went with Avis beacuse it says it is located at the airport in Liberia. It is not. You have to try to figure that out, once you do you have to find their shuttle and take it over to their location. Then they make you take the insurance. So I ended up paying double the orginal quote
This rental was a total scam! At no time was there any mention of required liability insurance ($230) that turned out to be even more expensive than the car rental ($130) itself. At that point we had already been shuttled away from the airport and had no other options, so we were held hostage to paying. Had we known this upfront we would have never rented a car, so I'll be disputing the crazy insurance charge with Amex. In talking to locals, car insurance in Costa Rica is very inexpensive ($100/mo), yet they charged us to what amounted to $900/mo and didn't even disclose our coverage limits beyond the statement, "required minimums". Here in the US required minimums don't cover squat in the event of an accident with injuries, so essentially we had no coverage.
My friends and I have been going to Costa Rica for over 20 years. We rent cars every time.On our last trip we rented a vehicle from Avis at the Liberia Airport.This is the first time that we were cheated and mislead. This company and the employees there are no good.
Don't book with them!!!! If I could give this review zero stars I would. If you want to enjoy your trip, and not deal with cars that are in bad shape and suvs that struggle to go up mountain roads and aggressive staff. DO NOT, I repeat DO NOT book with them. They really ruined our Costa Rica experience. Alexander apparently has been working there for many years yet his demeanor and passive aggressive attitude was uncalled for. He told us to not call them if anything happens because we declined the optional charges he was trying to swindle us to buy. And then on return, not only did Ronnie not believe us, he was very aggressive and speaking in a manner that we were at fault. They 100% overcharged. They will not care about you nor about giving customers a good a service. Listen to the reviews, they've been through helll because of this company and came back to tell you not to book with them so you don't have to experience the same fate we did.
Avis did not inform me about the following policies:1. They require a letter from your credit card company stating they will be responsible in the event of an accident in order to rent a car. The mandatory government insurance is also required2. Avis holds an additional $1000 US deposit for 30 days when you rent a car.3. Avis insists on you signing documents which have not been completed and refuses to give you a copy.
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