Review Time
This is our first time using Rentcars, everything went well, the car was clean on pick-up and there were no issues for the duration of the rental.
It took us a little while to get to where we were to be picked up, as it wasn't signed very clearly. As soon as we got to the pick-up point the SNAP vehicle arrived. We were taken to the SNAP rental pick-up location which was quite busy with only 2 staff members serving (that I could see) to take the returned cars and serve the customers who were picking up their cars. It was great to see everyone that was waiting were being patient, as you could see the staff were doing their best to attend to everyone as soon as they could. The staff were really friendly and helpful and were doing a great job. When we returned the vehicle, (we hadn't organised a lift back to our motel as we thought we would get a taxi or Uber), but one of the staff members (JoJo) offered to drive us back to our motel and was very engaging asking how our rental car went, if we enjoyed our holiday etc. I would have no hesitation in hiring a car from SNAP in the future.
On December 14, 2025, my spouse and I booked a vehicle in the Special category through a rental platform, scheduled for pickup on December 23, 2025, at an airport in California. Upon reaching the rental counter, we were unexpectedly told that the security deposit and insurance fees could only be processed with a credit card from a U.S. financial institution. As Brazilian citizens visiting the U.S. for about a month, we had not yet obtained a local credit card. This requirement was not mentioned during booking, nor was it clearly outlined in the terms provided. Previously, while renting from another company, my international credit card was accepted without issues. The lack of prior notice caused significant financial and emotional stress, as we had confirmed hotel bookings in Lake Tahoe and had planned this trip to fulfill a personal dream. We were forced to cancel the vehicle reservation, disrupting our well-organized plans. We have completed the cancellation process but are still waiting for our refund, which adds to our feeling of helplessness and disrespect as consumers. Changing policies without notice, especially regarding international credit card use, is a serious breach of the duty to inform, violating consumer rights and customer expectations. While the in-person service from the rental employee was friendly, they could not provide a solution due to internal constraints, which does not absolve the company from properly disclosing reservation policies. Overall, I am deeply dissatisfied and frustrated with how the reservation process was handled, leading to logistical, financial, and emotional losses, as well as disappointment for a trip of great personal significance.
I booked a luxury vehicle, but upon arrival, they didn’t have it available. Instead, I was upgraded to a premium model, which was excellent! The whole process was simple, with no hidden charges, and my deposit was refunded quickly. I would certainly choose this service again!
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