Car rental at San Juan Luis Munoz Marin Intl Airport

Cons: The rental agency was closed during the time that we had selected to pick up the car and had cancelled our reservation by the next morning.

Pros: Price

Cons: Had to get a $15 cab ride because their shuttle operation. Was not in service. I tried to modify my rental and they did not answer the phone, I dropped off the car and they were not open during their posted hours. Their website said they had no cars available when in reality they were closed for business. I simple phone call could have sufficed. They could have had someone to answer phone calls remotely even if they were closed.

Pros: The customer service was extremely four and we truly did not like any part of the interaction with Payless car rental.

Cons: The customer service representative was extremely rude. We waited literally an hour and a half in line because every customer was taking about a half an hour to process. We were asked to present our entire car insurance policy to the representative in order to rent the car. No one brings their entire insurance policy with them, and they required it which was why the line took so long. I finally had to call my car insurance back in the states and have them send me my entire plan so that I could show the representative. They also forced us to buy a tollway pass for 60 extra dollars because they lied and said that we couldn’t pay with cash to get through the tolls. Worst car rental service I have ever experienced.

Cons: We were given an estimate of around $90 for our rental and then charged an additional $100 in hidden fees at the counter. It is what they call the “bait and switch” and it felt unquestionably criminal; we are pursuing legal means to recover the double charges!

Pros: Price

Cons: The pick up process need improvement. It took an hour and 20 minutes to get the car from the time I arrived to the rental place. Also the car need maintenance. The wiper blades were bad and front tires barely had thread.

Pros: The vehicle was exactly what we were told we were going to get. Enough room for our family.

Cons: Upon arriving, we were surprised to see that the place was NOT at the airport, they had to send a shuttle. When booking it said Payless Car rental was at Luis Munoz International, not the case. Fine. When we got to the location our expected price to pay was not close to what we paid. It was about $80 more. When asking the associate about the extra charges we were unable to get a break down for additional charges. All we were told was additional taxes and fees. But taxes and fees had already been on the estimate. No where on the reservation does it say that we were to be charged additional. Only time under terms and conditions that we were to get charged additional is pick up or drop off at a different time date or location. OR choosing a different vehicle. It is disheartening that this company takes advantage of families this way. Arriving later at night in a island that you don’t know, do you truly have any other option than to abide by their last minute changes? I will not be returning to kayak for future bookings.