I had a very disappointing and costly experience renting from Enterprise in Cancun.
I booked my rental through Expedia for $245 and specifically selected additional insurance coverage, which was included in the price I paid. A few days before my trip, I received a text from Enterprise confirming my reservation and asking if I wanted to add insurance. Since I had already purchased coverage through Expedia, I checked “yes,” assuming it referred to the same coverage. At no point was any price disclosed.
When I arrived, the office environment felt more like a high-pressure sales floor than a professional rental counter. The agents acted more like commission-based salespeople, repeatedly pushing upgrades and additional charges. I declined multiple attempts to upsell me to a larger vehicle, only to be told they didn’t even have the class of car I reserved and had to give me a larger one anyway.
The real shock came when I returned the car. I was charged an additional $987. I later learned that by checking the box for “additional coverage,” I had unknowingly agreed to insurance costing about $60 per day—far exceeding the cost of the rental itself. This was never clearly explained or disclosed.
After returning home, I contacted customer service to explain that I believed I was confirming the insurance I had already purchased through Expedia. While they acknowledged the situation was “regrettable,” they refused to issue any refund.
I travel to Mexico frequently and have rented many cars, but this was by far the worst experience I’ve had. The lack of transparency and aggressive sales tactics are extremely concerning. I’m honestly surprised this location has so many positive reviews—my experience suggests many customers may not even realize how much they’re being charged.
I will never rent from Enterprise again in Cancun and strongly advise others to review every charge carefully and be extremely cautious when accepting any add-ons.
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