Enterprise - Algeciras Information, Car hire Instructions & Policies

Early arrival? No service. They insisted on serving at the exact booked time. The confirmed car model was not available, and they initially refused to upgrade, offering only smaller models that weren't even at this rental location. We had to go to another place to get the car. Customer service didn't provide a solution immediately, and after a long wait, they could only offer a manual transmission car. Poor service!

They wouldn't provide service early, insisting on exact pickup time. The confirmed car model was unavailable, and they initially refused to offer an upgrade, only providing a smaller car that wasn't even at this rental location. We had to go to a different location to pick it up. After contacting customer service, there was no immediate solution. We waited a long time before being offered a better model, but it was manual transmission. Very disappointing!

We arrived at Algeciras Port and found Enterprise around 3:30 PM. The staff told us there were no cars available and that one would be available at 4:30 PM. We asked for confirmation, and he called and said the car would be back by 6 PM. We were very upset as this company only had one car. The staff then suggested we try other rental companies, Avis and Hertz, confidently saying they should have cars. It didn't seem far, but it was raining, and we were dragging our luggage. We walked a long way to Avis, only to find it was closed until 4 PM, and Hertz was even further away, not opening until 4:30. When Avis finally opened, they said it was impossible to get a car without a reservation. We had no choice but to go back to Enterprise. We would have waited if they guaranteed a car by 6 PM, but the staff couldn't promise this and sent us to check other rental companies again. After much insistence, he finally made another call to the current customer, confirming the car was already in the parking lot. By this time, it was well past 4:30. When completing the paperwork, we requested a discount because they didn't have the car ready at the appointed time. The staff, a chubby older man, refused, saying we weren't there at 4 PM (we arrived at 3:30, but they said the car would only be available by 6 PM, so we returned at 4:30). This made me so angry that I cursed in Chinese—the first time I ever did so to a foreigner. The man offered a bigger car and GPS as a discount, but I had already reserved an MPV which was sufficient for three people and luggage. Though we could use Google Navigation, he insisted on not giving a discount, so we reluctantly accepted. I swear everything I wrote is true. If you still choose this company, good luck. Algeciras is a small place where it's difficult to find rental cars without reservations.

Very satisfied