6.0 Good7 Jan 2020
It took me more than an hour to find and deduce that Goldcar was the intermediary of Ace, they had a little sign, hardly visible that said Rodeon. Price with Ace perfect. I decided for an upgrade at Goldcar (Rodeon) and it was ridiculous more expensive. A worthless GPS for 100€!!!. And I had to leave 2000$ for deposit plus €150 for gas, these amounts hopefully I'll get back to my credit card in a week.
6.0 Good6 Jan 2020
Staff was kind. in the mail "CarRentals.com Car Reservation - Ace Rent A Car Confirmation #CRV9189677" there was not mentioned the REAL car rental company which is was GOLD CAR, this time, we where looking for it more then 30 minits... I bokked the car and paid for the full insurance (11 EUR for each day) by the CAR RENTALs.Com, and payd for the CAR rental but at the GOLD CAR DESK I had to pay more 279,75 EUR, it wa snot mentioned when I booked the CAR on the rental Page.. COBERTURA Super Relax... 128 EUR... the mann at the service desk could not tell why we ned this... just we have to pay it... Especialy for the SMART RETURN... it was not easy to find the CAR KEY return DROP BOX... In that CASE naver again ACE... BR.
2.4 Mediocre6 Nov 2019
You should be more flexible towards customers who make a mistake while booking a car
3.6 Mediocre18 Oct 2018
Worst pick upAny good was overwhelmed by the bad, annoying and vacation-stealing problems. See below.Did not like taking a number to talk with an agent, but that was the start. 45 minutes later we went to get our car which was parked in a dark garage so we could not effectively inspect for damage. Rude worker responded “Habla espanol” when we asked where the exit was. Three miles into journey the car began to buck and miss when accelerating. Called company and after 1 hour they picked it up leaving me stranded without transportation. Three hours and four calls later a taxi picked me up to take me back to the airport for a replacement car. Almost 2 hours later, after line standing, I got a car that worked, but like it’s predecessor, was parked in a dark garage so again damage inspection was not feasible and later scratches were found that were there before we picked it up. This exchange took most of 1 day out of vacation. Not a happy camper.
2.0 Mediocre10 Oct 2018
Terrible ExperienceNo one ever answered our call to pick us up at the airport. We were forced to find another company. I have traveled for 31 years and never had this type of problem.
3.6 Mediocre4 Nov 2017
Disaster from the startWhen I rented the car with ACE - there was NO mention that ACE is actually Gold Car in Malaga. When I tried to ask for help, no one knew what I was talking about and had never heard of ACE. I kept showing the confirmation, which clearly had the ACE logo, name and confirmation number. Not anywhere on my reservation did it state that Gold Car was a code partner. This debacle took over an hour to solve after I had to call the office (after waiting on hold for 45 minutes). Finally found the Gold Car pick up desk and was told I had to buy additional insurance, even though I bought insurance through Allianz once I rented the car, which cost an unexpected 150 Euros. The customer service woman at the desk was so unfriendly and clearly hates her job and made for an already frustrating experience completely unbearable. It was very difficult to find the car in the labyrinth of cars in the parking garage. no one was down there to assist. Once I finally found the car, I was shocked to see that it was a manual and not an automatic. Luckily, I know how to drive a stick but I kept thinking that if this were any of my friends, they'd be screwed since they don't know how to drive one. Again, there was no mention of this on the reservation or gave me an option to choose manual over automatic when i booked the car. My ability to drive a stick was my only saving grace in this whole unfortunate, unpleasant experience. I will never rent a car under these conditions again.
2.0 Mediocre16 Oct 2017
Ace who?Arrived in Malaga to not find Ace. Not could I not find them but no one had even heard about them. Ended up renting a car from another company.
2.0 Mediocre7 Oct 2017
Complete scamThat I hadn't actually put money down-that it was only a hold. That way I could walk away and find another rental car option.These were the main problems: 1) ACE is not ACE: That Ace was separately named GoldCar with no link anywhere showing that they were connected-I called their phone with no answer over and over. The signs at the airport for over 10 different rental companies-did not state that ACE was a part of Goldcar- in fact, nothing indicated that they were it. After spending 30 minutes asking different rental car companies who ACE was partnered with, I finally found out it was Goldcar. 2) BREAKING POLICY: They charged beyond what the booking fee was with a strange fuel policy charging me 140Euros (for a fiat) which was not on my booking. When I showed them my booking they still said "sorry, we are not ace so you'll use our policy instead." This was not what I signed up for. 3) DUBIOUS ADDED COSTS: They wanted a deposit of over 1,000Euros as security for the car, or a 60Euro insurance fee. This was far beyond what my full coverage 72Euro booking was supposed to be. I left in the end. KAYAK should definitely not work with such companies or advertise them as an option.