Review Time
We booked to hire a vehicle from Drivalia (near Heathrow) for two months, and paid in full in advance . The booking was made through EnjoyTravel. We provided EnjoyTravel with our flight details.Our flight from Australia was delayed, which meant that we arrived at the Drivalia offices more than 59 minutes after our specified pick up time. They said that our booking had been cancelled because we arrived too late. They said we could not have a refund. However, they could hire us a different car (an automatic instead of a manual), but that it would cost an additional £1,056.67 - almost double our original hire charge. Given that we had been travelling for over 30 hours, had a lot of luggage, and no other means of transport we felt we had no option but to pay the additional fee. Whilst at the Drivalia offices we met another man who had the same issue, he had arrived more than 59 minutes late and was being charged an additional £2,000 (doubling the hire charge).When we returned the vehicle, two months later, they identified three 'scratches' which they said we were responsible for. Two of them were on the wheel rims, less than 1cm long and 1mm wide. The third was a very faint mark on the rear bumper. We had a photo that we thought showed the mark on the bumper, but they said it didn't. So they invoiced us for an additional £530 plus an admin fee of £66.67. If we didn't pay it they said it would be sent to a debt collector who would charge an additional fee. As we had car hire insurance (through a separate company) we decided to pay, under duress. Drivalia are sharks. Do not hire a car through them. Do not pay in advance. Make sure you arrive on time if you do hire a vehicle from them - but seriously, I would go elsewhere.
Dreadful, I booked through Booking.com Drivalia only take payment for the excess on a credit card, I like many others don’t possess one. The alternative was to pay an exorbitant amount on a credit card around £50 per day which made it cheaper to book with another more reputable company. Total ripoff merchants. They need to make it clear at the outset that they won’t accept credit cards for the deposit. Check other reviews this is a common complaint.
⭐ 1/5 – Misleading and Untrustworthy ExperienceWe had a disappointing experience with Drivalia When picking up the car, the representative assured us that minor scratches were fully covered and not to worry about them. He specifically told us to focus on the alloys, even taking photos and videos of only the wheels. Based on this, we trusted what he said and proceeded.However, when we returned the car, we were shocked to be charged £225 for minor scratches—exactly the kind we were told not to worry about. It felt incredibly dishonest, especially since we had followed their instructions and were misled by the staff’s reassurances.To make matters worse, during the check-in process, the representative skipped through the entire agreement on their screen and told us to “just sign,” without giving us a chance to review the terms properly. This felt very rushed and unprofessional.Overall, this experience has left us feeling deceived and frustrated. We expected transparency and fairness, but instead got hidden charges and broken promises. We would strongly caution others to be extremely careful, record everything yourself (not just what they say to), and insist on reading the fine print before signing.
I had difficulty hiring a car due to my age, 84. No problem with Drivalia. Also the cost of a 7 week hire was at least a third less than the only other company prepared to hire to me. Very friendly, helpful staff at Maidstone, Kent office. I will definitely use this firm again.
Terrible. Not only did they want a credit card in the nane of driver which they stipulate but then didn’t accept marriage cert proving my maiden name and after I told them prior to arrival for which they said that was all fine only to be questioned and ended up having to contact the bank at 8pm at night! They stiff you for a lot more money than you think because they make you take out additional insurances. Won’t go back
I’d give less than one star if I could.Absolutely disgusting experience and I highly recommend they be avoided at all costs unless changes are made. Taking advantage of peoples situation to push services not listed in the TCs, having no one to man the phones when staying in the TCs that you need to do if you have issues. Worst of all sending out a dangerous vehicle, and when questioned about it told flat out lies, I'm assuming just to push the car out with no care for who may be using it. Absolutely disgusted not only with this company but disappointed in myself for being so trusting. Massively overcharged, for a car with tyres that I now know were not only under the company policy limit, but under the legal limit with wires showing on one of them. Also the car key fob battery died, which we had to replace, thankfully before we got locked out of the car. Never again!
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