This review is for GoldCar Faro, Portugal. We booked a flight for 9 nights with jet 2 to Faro, Portugal and as jet 2 are a professional company, I booked the car via their links. It was with Gold Car. Oh, how I wish I had read the dreadful reviews on Which and Trip Advisor etc., on the non-existent customer service at Faro airport before I paid for this car. We arrived midday. It took around 15 minutes for the Gold Car representative to mark off the damage marks on the car sheet and the situation was made worse as the car looked like it had been polished or washed with GRIT in the cloth, small scratches all over it. The car was an SUV and advertised to take 4 suitcases, but we struggled getting them in the boot so removed the parcel shelf. Unfortunately, we left the parcel shelf propped up against the fence behind us in the Gold Car compound. We realised this when we were about an hour and a half's drive away from Faro airport, so we went online and emailed them, advising them of the bay number where we left the parcel shelf. We were not too concerned at this stage as this bay number was just behind their office and there were many gold car staff milling around (being midday), so it was quite busy. We were confident that a member of staff would notice it, as it was easily spottable. I also phoned them and was told I would hear from them within 48 hours. We heard nothing. This email address on their website is incorrect: “Your message wasn't delivered to faro goldcar.com because the address couldn't be found or is unable to receive email.” After 8 emails and 4 phone calls, 2 to them and 2 to the contact on the Jet 2 paperwork, (02083468 5883) we still heard nothing. Our daughter in London also was contacting them on our behalf but she received no replies either. The Jet2 contact gave me the wrong email address. On a 9 night holiday, we were approaching the end and had still not heard back from Gold Car. On day 7 of our 9 night holiday we finally got a reply: “Good afternoon, we have no information regarding anything found in our park. best regards. Goldcar Faro Airport”. When we checked the car in on departure, they had no information on our booking of all the emails and phone calls, and it felt like they just wanted to charge us for the parcel shelf. We insisted that they go and check. Thankfully it had been found but the attitude of the woman at the desk was completely disinterested in what I had to say about the emails and the phone calls. No apology for the lack of contact. I was really shocked and disappointed, especially as I had booked the car via the Jet 2 Link. The stress of this really affected our holiday, as we did not want to be charged for an expensive parcel shelf left on their property, that we had advised them about almost immediately. Jet2 should have more control over the car hire companies they allow their customers to book with.
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