On December 20th, I picked up a rental car in Cancún, Mexico, which I had arranged through this service. The rental fee was $280. I thoroughly checked the contract on the website beforehand, and everything seemed clear and acceptable. However, upon arriving at the counter, I was told that I had to buy mandatory third-party insurance for an extra $333. By then, it was around 3:00 p.m., and canceling the rental was not an option—I would have lost my original payment and needed to drive two hours to catch a ferry. I felt compelled to pay this extra charge just to get the car. What added to my frustration was that every other customer faced the same issue. The staff admitted that this often occurs when renting through third-party services and suggested that direct rentals would be cheaper. After returning home, I contacted the service, filed a formal claim, and submitted all the necessary documentation. Despite this, my claim was denied, and I received no refund, including for the additional insurance or other fees. The explanation provided was that the vendor claimed the insurance was not mandatory, contradicting what customers are told at the counter. Online reviews reveal a consistent trend of tourists being pressured and misled by this vendor through aggressive sales tactics. Regrettably, I did not read these comments beforehand, as I believed that using a reputable platform would ensure some level of protection and vendor vetting. To make things worse, the service does not offer a customer service phone number for urgent assistance. If I could have spoken to someone directly, this situation could have been clarified immediately. Rental car companies seem to exploit this lack of support. Exercise extreme caution when renting a car in Cancún. Such practices are prevalent, and despite numerous negative reviews, services continue to partner with vendors that engage in these tactics.
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