Review Detail

Overall rating 
 
2.5
Miles/Kilometres on Pickup 
 
2.5
Location Convenience 
 
3.0
Staff / Quality of Service 
 
1.0
Vehicle Condition - Outside 
 
3.0
Vehicle Condition - Inside 
 
3.5

highway robbery

We used to have 2 rules when visiting Gran Canaria.

1) DO NOT trust the Lucky Lucky women at Maspalomas
2) DO NOT drink the water.

However we now have a 3rd rule
3) DO NOT HIRE A CAR FROM GOLDCAR RENTAL (OR RHODIUM)

Me and my significant other have hired cars in the past, and travel at least 3 or 4 times a year to Gran Canaria. The only issue we have ever had was with ORLANDO, who DO NOT have an office at Las Palmas (gran Canria) airport as stated on their site. They ferry you to an industrial site about 15 minutes from the airport. The whole point of collection from the airport is your holiday begins so much earlier when one is able to collect from the airport, and you don’t have to wait for the baggage of other passengers, as is the case if anyone else on your flights has had the misfortune to book with the same company.
anyway, however I must get back to the unfortunate booking we made with GOLDCAR

This is however, the one and only time we have hired from GOLDCAR rental, which appears to be morphing into Rhodium Car rental. Possibly as a result of all the apalling number of complaints that the company now appear to be recieving and not only from trip advisor.

We got a quote via the online site www.www.rentalcars.com, a company based in Manchester, so obviously with their finger on the pulse of international car hire.

We were very impressd at the price.

However the price they quoted and the price we ended up paying bore no relevance to each other.

There was no delay so we didnt have to wait long to have our exprience with this company ruined, as many people have complained about, as a result long delays at their desk at LPA.

When I handed over our card for the completely unexpected ‘petrol deposit’ of 60 euros, added to this was a further 50 euro extra insurance charge. When i queried this the company representative said that we could have this removed, but ANY damage to the car would result in a 1,200 euro charge from the card they now had the full details of. i complained and she wasn’t interested, and continued to quote their terms and conitions. at least dick turpin wore a mask!

FUEL POLICY OF GOLDCAR verbatim. this was only made clear as we received our Prepaid booking confirmation.

'The vehicle will be provided with a full tank of fuel and the customer will pay for that fuel on arrival. in addition customer will be required to pay a service charge of between 16 and 42 euros to cover refuelling logistics.'
the charge for this fuel will depend on Due to refuelling logistics' it may cost more than it would at a local petrol station.
A refund will be given for any fuel left in the tank when the car is dropped off EXCLUDING the service charge.
-----------------------------------
IN laymens terms basically you fill the car back up and the company still has the optionto charge between 16 and 42 euros. WHY???? I could understand a logistical fee if the car had to be topped up or refuelled, but a blanket fee, which again is decided on the whim of the office. and a fiat 500 does not take 60 euros to fill up. It is 45 euros maximum. I know this because what we did use was 5/8 of a tank and it took 25 euros to top it to the brim.
Right next door is a company called Autoreisin, who we normally go with, and we have never had any issues regarding what are in my view very dubious extras.

If u take a car with 3/4 of a tank you bring it back as near to that as possible, and there is no extra insurance or anything like what GOLDCAR were asking for. its not (for some reason known only to GOLDCAR ) possible to cancel your booking when you becomeaware of all the extras you must telephone to cancel your booking, but that this is subject to a cancellation fee, one does feel rather robbed.

We weren’t allowed to undertake a check of the vehicle as collection is from the very dark underground car park at the airport. the car (Fiat 500) just looked really shabby with a grubby interior and lots of scuffs and scrapes to the exterior body and paintwork, no doubt they will attempt to scam us or some other poor sap for. no water, low oil, missing rear wiper, dubious tyres.
DO NOT USE GOLDCAR.

We would suggest that if you do hie from this appalling company, tae pics of the cars as soon as you leave the underground section of the car park.

Service

Comments
FUEL POLICY OF GOLDCAR verbatim. this was only made clear as we received our Prepaid booking confirmation.

'The vehicle will be provided with a full tank of fuel and the customer will pay for that fuel on arrival. in addition customer will be required to pay a service charge of between 16 and 42 euros to cover refuelling logistics.'
the charge for this fuel will depend on Due to refuelling logistics' it may cost more than it would at a local petrol station.
A refund will be given for any fuel left in the tank when the car is dropped off EXCLUDING the service charge.
-----------------------------------
IN laymen terms basically you fill the car back up and the company still charge between 16 and 42 euros. WHY???? I could understand a logistical fee if the car had to be topped up or refuelled, but a blanket fee, which again is decided on the whim of the office. and a fiat 5oo does not take 60 euros to fill up. its 45 euros tops. I know this because what we did use was 5/8 of a tank and it took 25 euros to top it to the brim.
Owner's reply
VictoriaR - Goldcar Customer Service VictoriaR - Goldcar Customer Service

Dear highway robbery,

We are sorry to hear that your rental with us in Las Palmas was not as expected. Please allow me to respond to your review point by point:

1) Rhodium is our business rental branch and we are in no way planning on morphing into it.

2) Please note that the prices advertised on our webpage and on brokers’ are only the basic rental charge. The only mandatory charge at destination is a full tank of fuel. This is common practice in the sector.

3) We do experience peak times during high season, especially if two flights overlap due to delays. This is intensified by the lack of knowledge regarding the car rental procedure. We are trying to solve this by opening auxiliary offices and explaining the process in detail when and where possible.

4) The way our rental staff proceeded regarding our additional insurance was not correct. Our Relax Cover is always offered as an alternative to blocking a deposit on a credit card (or charged on a debit card and then refunded if the vehicle is returned in the same condition). We will be sure to speak to the local manager about this. If you purchased our Relax Cover, please send me your contract number at goldcarweb@goldcar.com and we will fully refund you.

5) Please allow me to explain our Flex Fuel policy: customers pre-purchase a full tank and receive a refund for unused fuel, minus a handling and administration fee. With this plan customers benefit from our Quick Return System, they don't have to worry about refuelling the vehicle close to the office before returning it or wait for the tank to be checked. Our staff needs to drive the car to be refuelled and it cannot be rented out in the meantime. This is explained during the booking process through our website (please copy/paste the following link on your browser for a screenshot: http://bit.ly/1HdvHef). A Full to Full plan is also offered and explained during the booking process through our website (http://bit.ly/1AWwjQE). Our regularly updated fuel rates are available for consultation here: www.goldcar.es/SDR and are based on current petrol rates.

6) We apologize if the vehicle you were offered was not in optimal condition; please believe that it is highly irregular. Offering top rate cars is our top priority, which is why 70% of our +37,000 car fleet is renewed annually.

Kindest regards,
Victoria R.
Goldcar representative

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jwuk71@aol.com Written by jwuk71@aol.com
May 13, 2015
I would have hoped for slightly more than a regurgitated version of splurge that basically quote your t&cs. The same robotic standard rubbish that Goldcar were sending to other victims of the same questionable practices 5 years ago.

Your company ruins peoples holidays, and I have found that whilst many are not keen admit it, your company is felt by many to be holding holiday makers to ransom. How come when I book with Auroreisin next door to Goldcar at LPA I've never had any such issues with surprise charges.
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