“Title: Appalling customer service – booking cancelled and left stranded at Bergamo Airport until 6am
An absolutely shocking experience with GotRentalCars and their rental supplier, Sicily by Car, at Milan Bergamo Airport on 10 October 2026.
We booked and prepaid for a hire car through GotRentalCars, with collection confirmed for midnight.
Our flight from Manchester was delayed, and we proactively emailed the rental company before departure to notify them of the delay.
When we arrived at the Sicily by Car desk, we were asked to pay an additional €99 out-of-hours fee and €300 described as a guarantee.
We simply asked the representative to explain the charges before proceeding.
Rather than providing a clear explanation, the representative was extremely rude, dismissive and refused to answer our questions. The situation escalated to the point where our booking was cancelled and we were told to leave.
We did not ask to cancel our booking. We wanted the car we had already paid for.
The result? We were left stranded at Milan Bergamo Airport until 6am, without the vehicle we had booked and paid for.
This was an incredibly stressful and upsetting start to our holiday, made worse by the complete lack of assistance or compassion shown by the representative.
To compound matters, attempting to raise a complaint with GotRentalCars has been unnecessarily difficult, with its customer portal and contact form not allowing us to sign in.
We are now seeking a full refund for a vehicle that was never supplied, together with an explanation of why our booking was cancelled.
I would strongly advise anyone considering either company to read the rental terms carefully, clarify additional charges in advance and consider how they would be supported if something goes wrong.
We expected basic professionalism, clear communication and the service we had paid for. Unfortunately, our experience fell far short of that.”
“I had no problem using this company. It got me the cheapest price. The car was available with no extra charges when I got to SFB airport. I did call prior and made sure all went through ok. Copilot said they were legit.”
“The worst I have ever dealt with .
Failed to turn up at Falkirki Airport.
Would not accept a debit visa card .Wanted to charge me 275 xtra for Insurance but able to take the initial payment.
An absolute disgrace.
Do not use.”
“DO NOT RENT FROM THIS COMPANY! I tried to rent a car and put the wrong rental date in. I cancelled my rental immediately because I realized I picked the wrong date. The company charges me a $120 cancellation fee because my cancellation was within 48 hours of my rental. It was less than 48 hours when I reserved the car and I tried to call to extend the rental the extra day but the office was not open. I left a message and sent an email. Nothing. If you want to lose money for making a simple mistake, tent from this company!”
“Unreliable service. Reserved a car for a month and they had none available which left me without transportation. They made no attempt to locate a car for me. Buyer beware!!”
“Disgusting treatment, still waiting for refund. Don’t go near this company. Booked and paid for a car only to find out when I went to collect thwy wanted a further £150 which I did not give them, leaving me , a solo woman without a car in Albania, scared. They couldn’t have cared less.”
“Disgusting treatment, still waiting for refund. Don’t go near this company. Booked and paid for a car only to find out when I went to collect thwy wanted a further £150 which I did not give them, leaving me , a solo woman without a car in Albania, scared. They couldn’t have cared less.”
“Genuinely the WORST company I have ever had the misfortune of dealing with. I booked a car, went to colllect and it was quite literally nothing like the car we’d booked. We were left stranded with a 5 month old and an 80 year old in the sweltering heat while the staff laughed at us.
Fast forward nearly 4 months later and I am still waiting for a refund. Phoning daily and getting lied to constantly. Outsourced call centre who have absolutely no idea what they’re on about so just make stuff up on the spot.
Avoid like the literal plague.”
“I have a screenshot that proves the rental I booked allowed for a cancellation within 48 hours for only a $25 fee. After I booked, the voucher I received stated that the fee for cancellation within 48 hours is $120. I ended up wanting to cancel within the 48 hour window because I found a better deal, but they wouldn't honor what was originally advertised. They said I would be hit with a $120 penalty, not the $25 penalty I was advertised. Classic false advertising to hook you in. Don't pre-pay with them!”
“total amount is not what you will pay at the desk car hire company...i called double check if no any extra payment included was told no and extra 50€ on desk...avoid them”
“I rented a car well in advance from this website. Upon arrival, there was no car for me so that means it was not secured. I spent $100 on an Uber to my hotel. The next day I called to see if anything was available and they said at night there was something. In the meantime, I called a local enterprise and was able to secure a rental immediately. Upon calling them back, they told me I needed 48 hours cancellation notice. Explain to me how you do that when you’re only called an hour earlier? You don’t.
If you want to gamble and save a few bucks go for it to come might not be there and you might lose any possibility of transportation, but it’s worth 20 bucks, right?
Your best shot is to go directly to a company or something with backbone like Expedia or one of those other sites that have credibility”
“Very bad customer service, gotRentalCars did not provide a voucher for our booked car rental. Contacted them 4 times they day before we were due to pickup car and they said they would send one but nothing arrived. Had no chose but to cancel, now GotRentalCars will not refund out money,”
“I booked a Peugeot 508 or similar through GotRentalCars, which partners with Alamo. The Peugeot 508 is classified as a Standard car with Alamo, but my Alamo confirmation showed a Renault Captur, which Alamo lists as an Intermediate car. GotRentalCars said they categorize both Intermediate and Standard as 'Mid-Size', and suggested that I should rebook with a larger vehicule for an extra fee. I find this misleading and not transparent.”
“I booked with this company for Budget in Miami. I paid £365 to book the car. When I arrived at airport the car lane was empty. The agent did sort out a car for us but when leaving Miami I was billed $776. I still am unclear why. I called Gotrental today and advised that I wanted clarity on the situation before booking for next year. I am still unclear what the charges were for and have no means of emailing them. Doubt I will book next year.”
“We arrived at the car rental agency without our passport, which we had unfortunately forgotten at the hotel. We only had photos of the passport on our phones, but the rental company refused to accept them.
As a result, we had to take a taxi back to the hotel (50 € each way). When we returned to the agency, we explained that, considering the additional expenses and wasted time, it was no longer worth it for us to rent the car.
Despite this, our credit card was charged without any prior notice or refund.
We find this practice dishonest and unacceptable, as this company charged us without providing the agreed service and without offering any fair solution. It feels like a scam, and we strongly advise others to be cautious”
“I booked and prepaid a specific car through CHECK24 using a voucher, but when I arrived, the rental company claimed they had no cars available and refused to accept my voucher. After a frustrating wait, they handed me an electric car (a Tesla)—which I had neither booked nor asked for. No one cared to explain how to drive it, and I was left to figure it out on my own.
To make matters worse, I later discovered I had been charged twice: once through CHECK24, which I had already paid in full, and again directly by the rental company. Two weeks later, they even added a mysterious $18 charge with no explanation.
The staff member I dealt with was arrogant, unhelpful, and completely uninterested in resolving the situation. In the end, I paid $130 for a one-day rental of a car I never booked, received no support, and was treated poorly throughout the process.
Do yourself a favor—avoid this company at all costs. This was hands-down the worst rental experience I’ve ever had.”
“This company contracts with other small foreign companies then takes zero responsibility for the service they offer. I rented a car through with a small agency in Italy. The rear passenger panelled got scratched in a narrow alleyway and due to an early flight back to the US I had to leave it there (using the key drop box) before the agency openned in the morning without receiving the final rental contract showing the damage. My insurance people at my credit card company need that one document showing the damage. I have contacted gotrentals.com five times the past nine months to help get this one necessary document and they have done nothing but forward emails to Italy. I begged them saying "Can a human here please talk to a human there and communicate five words "final rental agreement showing damages?" and Denisha said "no we can't." I asked if there is someone higher up who could do this and she said "no" and hung up. They point fingers of responsibility at the companies they chose to contract with (and receive money from) but take zero responsibility themselves and provide zero customer service or satisfaction. They told me (to take responsibility for their chosen partner) and call Italy myself. So there is what you get from gotrentalcars.com. From now on I will only rental from nation companies like Avis or Budget that keep their own records and take responsibility for the service they offer.”
“We did a reservation for a car in Santo Domingo via Gotrentalcars and it was for an SUV. However, upon arrival, we were informed that no SUVs were available, and we were given a Suzuki sedan instead. We were advised to visit the Budget office in Punta Cana to resolve the issue, but it turned out there is no Budget office there. As a result, we had no choice but to continue using the Suzuki.
To make matters worse, the car stopped working after we refuelled it due to a battery issue. Overall, our experience was extremely disappointing, and we would not recommend this service.
Also I couldn't find an email to contact customer service for Gotrentalcars and their Zendesk help center is not working either.”
