GoldCar Rental
reviews and complaints

We came to Alicante Airport getting a car from GoldCar rental and with the car key was the previous damaged report of 2 small scratch and dent on back bumper and mirror housing.

If we find any other small fault: Take picture and send e-mail to [protected]@goldcar.com, it will be dokumented, it's "GoldCar procedure" Told us by GoldCar front officer Joxxxxn 31/3-2023.

We find 14 other scratches and irregularities not mentioned in GoldCar check-out list. We send 7e-mail with 17 pictures + updated check-out list as requested and gave good dokumentation for them to prosess.

We trusted GoldCar professional service standard which they claim they have.

After renting the car and deliver it before opening hours as planed, in the right place, at the right time, we go over the car and there is no additional damaged made to the car.

When GoldCar office opens and the car is checked* We get a e-mail from [protected]@GoldCar.com the car we rented has been in a traffic accident, we have 48 hours to report back with damage report!

I send e-mail responding off course we have not been in a accident and is suspicious the pictures we took and the additional damage previous rentals was not possessed correctly.

Customer service at GoldCar is now telling us to send pictures to 2 different e-mail adresses and because we did not buy extra expensive innsurace with GoldCar they can not help out at service desk level and no office manager take phone calls, (goldcar prosedure) further information given us is the [protected]@GoldCar.com will be using up to 30 days to reply, giving us no time for the previous 48houre claim from first e-mail to get this matter out of order.

We are accused with no dokumenting or pictures of damaging GoldCar Rental property and is not getting swift service resolving this matter.

We do not like this at All!

Arrived at Malaga Airport after a lengthy flight delay so 6 and a half hours late for my car rental, and was told I couldn't have the car as I was too late. This appears to be the gold car policy. Which is a disappointing but understood.

I had spoken to the goldcar customer services call centre prior to my flight, knowing the delay, who told me that the car would not be held, but if a car was still available then the booking value could atleast be used towards a new booking.

Upon arrival a very rude assistant dealt with me by abruptly telling me my booking was no longer valid, when I explained my previous conversation with customer services, I was flat out lied to and told there were no cars available, (a fact I can prove was a lie by the fact I hired a car with a fresh booking on the spot), the staff member then walked off leaving me alone at the counter not knowing what was going on.

My wife, a native Spanish speaker then told me what the conversation the staff had had in Spanish was about. Assuming we as English speakers couldn't understand them, a colleague told the woman dealing with me, Estafania, that she she could let my original booking stand, but she rejected that, she accused me of lying about the call to customer services.

At this point I managed to speak to a different member of staff, who said 'of course there are plenty are cars', again proving the earlier blatant lie. Then proceeded to offer me a new rental for just £440 (the original was £142), with zero discount or money back from my first booking, and he got particularly angry at me when baulked at this offer and rejected it. I guess they thought they had the opportunity to REALLY rip me off.

Needing a car and seeing no help coming at the counter, I made a fresh booking online for £142, a third of that offered at the counter.

Unfortunately when returning to the counter with a new booking I was dealt with by Estafania again, she was again incredibly rude, virging on abusive, she eventually, and reluctantly honored the new booking making very clear she was not happy to do so. She accused me of faking my own signature amongst other dramas and when I asked if the name of who had served me was on the paperwork she shouted 'dont worry, I won't be hearing from you, you don't scare me'. At know point did I try to 'scare' her or act threateningly, but I guess this was a reaction to knowing a complaint was coming against her. But it seems she is confident that when she acts like this noone from goldcar customer services takes any action against her.

Overall, the worst customer service I have been subject to, possibly in my entire life, an absolute disgrace.

And this is on top of feeling ripped off by the policy and implementation related to the delay. I will be chasing that up separately.

Goldcar Car Hire Alicante Airport. Pick up 16th March return 23rd March 2023.

Seat Leon Agreement No. [protected]. My complaint is after returning the vehicle I was emailed to say my car was involved in an accident and was sent a form to complete within 48 hours or be charged 94 euros. I immediately replied stating that I had not been in any accident. I also received a check out form indicating areas of damage on the car that I strongly dispute. It also mentioned no luggage cover in the car. When I picked up the car there was definitely no luggage cover in the car. On the 24th March my Barclaycard has been charged £214.90 with no detailed explanation as to why. I would also add that I took out the maximum insurance cover of Mega Relaxed Cover in order to safeguard myself from any charges relating to damage to the car. I would stress that the car had been in no accidents and was well looked after to the point where I even washed it before handing the car back. The car was in the exact same condition when I returned it as it was when I picked it up. I have photographs of the vehicle at drop off.

I rented a car from Goldcar at Marseille airport from 9-13th March, 2023.

Contract number: [protected]

On the morning of the 13th we had an emergency and realised we would have to extend our stay until the 14th. We emailed the Marseille agency at around 9am saying that we had a situation and would need to keep the car a day longer. We had no response. We also tried calling and got no answer. Later that day when I finally got through, I was told I would need to bring the car to the agency to extend the booking or run the risk of a fine. This is an insane rule, given that many customers will be very far away from the agency where they hired the car. Given the emergency situation we were not able to drive all the way back to Marseille so had to keep the car regardless. Every other hire company allows you to change the booking online so I don't see why Goldcar does otherwise. I am happy to pay for the extra day hire but not for the late return fee given that I tried to contact you several times regarding this.

Then, I was charged an additional €72 cleaning fee. Again, every other company I have hired from cleans cars inside and out post hire. This amount is totally excessive.

The worst is that I was then charged at least €260 for an incredibly faint and shallow scratch on the rear of the car near the bottom. I used the car twice, once to drive to my destination and once to return to the airport. If a small stone hits the car whilst driving, what is the driver expected to do? This is entirely unpreventable, and I have received no evidence of the scratch still being there after the car was washed. Can you provide evidence of it still being there? Regardless, the fact that you are charging people this excessively for normal wear and tear is absolutely unethical and frankly disgusting.

You also didn't communicate the final charges or breakdown of costs. It is through sheer luck that I checked my bank statement for something else and saw the nearly €600 charged to my card. For a rental which was meant to cost €108 to now cost 600 because of some mud and an unavoidable (and not proven scratch) is absolutely absurd. I will be taking this as far as possible in order to get the refund I am due.

I recently ordered a Citroen DS3 from Tenerife (there was 2 of us and a set of golf clubs). I arrived at the airport only to be "greeted" by possibly the rudest lady I have ever met and I got the insistence that I have to take out the very expensive insurance or give them over 1K as a deposit. They would not let me get my money didn't have a choice. They presented me with a Fiat 500 that was covered with dents and had 94K on the clock. This was a 3 week rental but after the first week the breaks started to make a grinding noise and the brake pedal went soft. The engine warning light also came on. I had to call a recovery truck and hang around for the car to be recovered. I said I wanted my money back as they wanted me to go to the airport (and waist another day of my holiday). Why can they rent out an un roadworthy car?.

The issue that I have experienced was: I was charged an amount in GBP when I picked up a car (1408.43GBP), but when I returned the car I was refunded an amount in EUR (1531EUR) which equates to approx. 1358.31GBP.

After raising the issue with Goldcar Customer Service, I was informed that a currency exchange rate and commission was included in the payment I made initially, but not included in the refund upon return of the car. I never agreed to such a charge and the Rental Agreement I signed (of which I have a physical copy) doesn't include any details about exchange rates or commissions. I should have been charged the amount in EUR to start with.

This meant that I ended up paying for a currency exchange rate and commission which I didn't agree with, which set me back approximately 50GBP.

I booked and paid €425.72 for a car on the April16th. It was booked with Rentalcars.com and to collect the car on Thursday 16th June at Marseilles Airport and returning on the 23rd June.
Goldcar account number 02231-01 and confirmation number was [protected]

I forgot to change the time on my booking which was 1000 hrs and did not arrive until about 1600 hrs. I was advised that due to this, my car was given to someone else... I can understand that. When I asked for another car, it was too expensive and I could not afford it.

As you gave my car to someone else, you do not need to get another payment for the same car from me when I didn't get it.
I am not looking for a refund, but rather a credit note so I can use to rent from you again.
If you need any more information, please ask me
I made the same complaint in July 2022 but I received no reply.
I look forward to you hearing from you

I hired a car from goldcar in Lisbon airport in mid-November, I paid a large fuel deposit of over 110 euros that would be returned if I gave it back with a full tank of diesel, which I did.
I also paid 75 euros deposit for electronic toll pass on the understanding what ever I didn’t use got returned, I’ve since been told I used 33 euros and the rest will be returned.

Unfortunately after 2 months of many emails, phone calls and very few replies that’s helped very little I still have no money returned and no idea if I will get it back.
The last email I received from goldcar was a payment code they said to give my bank as they have paid it and my bank must be blocking the payment, I’ve spoken with my bank and they have no records of anything being blocked and the code does exist on their system.

Soon after speaking with my bank, I emailed GoldCar informing them of what my bank said and have requested an invoice for some sort to show my money being returned and proof they have done so.
After 2 weeks, still no reply. Terrible service who have scammed me of over 150 euros

Breaking of contract. Car was deemed dangerous to drive and taken back to Tenerife South airport On 22.01.23 and even though the rental period was until 25.01.23, no replacement car was provided. After a two hour wait at the airport and a queue of another 3 hours ahead of us at the Goldcar desk in the airport, we tried to hire another goldcar online but none were available according to the website. We were forced to hire the last car available with euro car to be able to get home and to attend booked and paid for events - and we are now going to return the euro car (87 euros) to the airport and this time hopefully be able to collect our replacement goldcar. We have lost hours of our holiday time, ruined my son’s last night in Tenerife, and had to spend €87 on a euro car because Goldcar hired us a damaged vehicle, took it away and did not provide an immediate replacement. Please refund us the €87. We saved the company paying for a taxi to the airport so the least they should do is refund the cost of the temporary hire car.

Jozef Verleysen
Contract: [protected]
Codigo cliente: [protected]
I hired a car at Goldcar Alicante (33d time) from november 13-december 11
All former times the "Deposito Combustible" -this time euros 152 !- was correctly refunded, even before we arrived at home !
This time, after 4 weeks, I didn't receive a single euro.
Greenshot: Square Advocaten
Ministerie Economische Zaken-Consumentenbelangen

Dear Sir/Madam

We hired a car from Goldcar, Son Sant Joan Airport, Palma de Mallorca, Balearic Islands from 27/10/22 to 4/11/22.

Booking Reference Number: ES632581800

Confirmation no. [protected]

GOLDCAR reference [protected]

Our hire terms included Super Relax insurance cover which included cover for loss of keys. On returning the car, we failed to post the keys through the return box (Airpods posted instead of keys) and we returned to the UK with the keys.

Despite having insurance cover (through Goldcar’s policy) for loss of keys, without any correspondence or agreement, Goldcar took £104.09 from our account on 10/10/2022 and £1194.44 from our account on 15/11/2022. Further withdrawals were made by Goldcar but were subsequently reimbursed (although we were subject to international transaction charges).

We raised a complaint with Goldcar but our complaint has been marked as finalised despite not hearing anything from Goldcar.

Goldcar have, at their own will, taken money from our account for a matter we had insurance cover for. Despite having the relevant insurance cover, in good faith and to assist Goldcar, the keys were subsequently returned to Goldcar.

We would be grateful for your assistance in returning the money which has been unlawfully taken as a matter of urgency.

Full copies of correspondence and transactions can be provided as required.

We look forward to hearing from you.

Yours faithfully

Rachel and Fergus Russell

re rental dys [protected] made via doyouspain in which i took out extra excess insurance:

date of rental from malaga airport 14 to 22 september.

The car accident was on 16th, and i telephoned goldcar , spoke to manager Julian who arranged for recovery of the vehicle.

2 weeks after returning home £1630 has been taken from my credit card with no notification from goldcar contrary to Ts and Cs. without this notification i cannot claim the money back.

I do not have the rental agreement, and you did not email me with details prior to taking £1630 off my credit card.

there is also a bill of 250 euros for damage to third parties property.

I rented a car with GoldCar through Booking.com and was surprised when collecting the car with many mandatory extra fees that I was coerced to pay or the attendant would not give me the car keys. I was forced to pay:

- €14 cargo oficina premium fee that was not previously mentioned anywhere.

- €59,71 cobertura super relax + €12,36 smart return + €11,57 mega relax cover fees that I was forced to buy even having the full insurance bought previously from Booking.com as can be seen in my reservation documents.

- €33,06 entrega fuera horario oficina that I was unfairly charged as I arrived before 11pm at the Goldcar counter as I can easily prove through the arrival time of my flight (public information available). The counter was full of people with only 3 people attending and the queue was huge, so it took me a lot of time to be attended although I had arrived at the counter way before 11pm (as I can prove).

Furthermore, I'd like to include the fact that I was forced to be alone at the counter, my wife could not join me as only the driver was authorized to be there and I don't speak Spanish, so I was attended by a person that spoke to me in another language and refused to give me the car keys without signing and paying for all these abusive charges that I couldn't even know what were about.

Contrato: [protected]

I want my money back from all these abusive charges.

Completely surprised about the agreement's final settlement : we have to pay for a "check-in Major Cleaning"?

Staines on the seat covers?

During the 13 days of rent, we only transported mineral water in bottles so we could not have made these staines.

See attached files: the car was already in a very poor shape prior to taking the car from the airport: the car was damaged on 20 (twenty!) parts! So clear that car renters before us were not too keen on handling the car as they should. Next to this, the car was not even cleaned or washed when we got it handed over at the airport : sand, dust and dirt were all over the car. Inside and outside.

We therefor do not agree with the cost for a major cleaning of the interior of the car.

I hired a small blue Citroen C1 from Gold car at short notice from Valencia airport a week ago. It had a number of marks and damage to the bodywork which I photographed.

I returned it this morning in exactly the same condition as I hired it. I have now received a report from them identifying marks on the bodywork.These marks Gold Car record on the car were all on the car when I hired it from them a week ago.

I have photographic proof which I took before I accepted the vehicle and I will produce this if necessary.

We left the car with full fuel May 15th. We have not received funds for fuel deposit yet. Left 4 month already. When can we will get money back? I already wrote you on Jule. Did not get any respond.

Please can you explain to me what has happened and refund my deposit for fuel. It has been longer than 14 days as I was advised by Goldcar.

Agreement [protected]

Customer code [protected]

Vehicle details number plate 3334LBJ

Rental start 10/05/2022 at malta international airport

Rental end 15/05/2022

I had a booking through DoYouSpain.com to pick up a car on 12/09/2022 at 23:30 but my flight was delayed and I came to rental at 00:30. Goldcar office was closed so I decided to wait until it is opened at 7:00 am on 13/09/2022.

When the office was opened at 07:00 Goldcar staff refused to provide me a car because I was late meanwhile terms and conditions say they wait for 6 hours.

Goldcar refused to refund car rental for 26 days as well as insurance. They insisted me to make another booking for double price because the price is changed dramatically.

Good Morning,

I would like to lodge a complaint with Goldcar. I made a booking through Do You Spain on 23 August 2022. I was quoted a total of 339.56 euros and advised that I would only need to make an additional payment on arrival at Almeria airport of 35.46 euros. However on arrival at Almeria on the 8th September 2022 I was advised that I needed to make an additional payment of 432.14 which I contested as this was not stated at the time of booking. At time of booking I took out the full protection insurance policy which at the and this was included in the price quoted ( 339.56) euros which I paid. This was explained to the Rep at Goldcar. In total I have paid 771.71 which is completely unacceptable and I would like to contest this. Alongside this I was given a car that is covered in scratches and dents and every time I drive the car it is stating that the tyre pressure needs to be readjusted which indicates to me that your cars are not checked by your staff at Goldcar making them unsafe to drive and not fit for purpose. I have contacted Goldcar and Do you Spain on day of arrival and 2 more times since then and have been advised 3 times that I would be sent documents to make a complaint, I am still awaiting these. I look forward to hearing from you.

I have rented car from Marseilles airport on 19 July and returned it on 23 July.

I have selected insurance plan with 300 euro deposit as well as fuel deposit of 138 euros.

I have returned car on 23 July without any issues and was informed by Goldcar team that i am granted a full refund of my deposit to be processed shortly.

Since then I am still waiting for deposit to be refunded. I have contacted customer service multiple times, provided all my account details, but after 1.5 moths have not received anything.

Every time i call customer service they are giving million of promises, non of them are fulfilled till now. They can't connect you with concerned person and every time asking to wait another 10 days. Worst customer service i have ever faced in rentals.

Please assist with refund of my deposit.

Contract number [protected]

Best Regards,

Sergey