I had a car rental reservation made directly through this company’s official website for 9 days, with pickup and return in Tulum.I arrived on the agreed date and time at the airport counter and was informed that the reserved vehicle was not available. I was then told that the only option would be a higher-category car, with an additional charge of USD 800.My reservation was confirmed, with price and vehicle category clearly specified, totaling 3,684.72 MXN (approximately USD 200).The explanation given was:“It is high season and we only guarantee prepaid reservations.”However, their website does not offer any option to prepay, and this alleged requirement is not stated in the terms and conditions.To be clear:It is not the customer’s responsibility that it is high season — that is exactly why a reservation was made.It is not the customer’s fault that the booking was not prepaid, when prepayment is not possible at the time of reservation.Instead of honoring the confirmed booking, the responsibility was shifted to the customer, followed by a proposed “solution” that was completely inconsistent with the original reservation.A reservation is meant to provide certainty and peace of mind. In this case, it did not. The situation is comparable to booking a hotel at an agreed rate and being told upon arrival that only a much more expensive room is available.The discussion escalated, and rather than offering a reasonable resolution, I was ultimately asked to leave the counter.The issue was resolved only because another rental company provided the service as agreed, without changing conditions or pricing.Based on this experience, this company cannot be considered reliable. This is consistent with feedback available on Trustpilot, TripAdvisor, and Google.For those short on time, even a summarized review analysis (for example via ChatGPT) reflects recurring complaints of similar situations.As practical information: if this happens at an airport in Mexico, there is often a PROFECO consumer protection office on-site, and complaints can also be filed online.
Claim your business profile now and gain access to all features and respond to customer reviews.
MEX Rent a Car ofrece a sus clientes una amplia red de centros de atención ubicados en las principales ciudades, aeropuertos, áreas turísticas de México. Somos la única marca mexicana de renta de autos con presencia global. Estamos capacitados, orientados y motivados para hacer de tu viaje una experiencia única, segura y placentera. Reserva en mexrentacar.com #NosotrosTeMovemosSee more